The first contact for citizens calling the Charlotte Department of Transportation is with the Public Service and Communications Division. The division is made up of 12 employees working in 4 sections - Customer Service, Field Services, Special Programs and Communications and Graphics. The mission of the division is to ensure efficient mobility, a safe road environment and quality of life by educating to shape driver behavior, providing safety treatments and working collaboratively with others.

The division is responsible for a number of programs and services:

• Streetlights
• Neighborhood Traffic Management (Traffic Calming)
• School Zones
• Block Parties
• Street Name Changes
• Right-of-Way Hazard Removal
• Off Duty Police Officer Permitting
• Park It!
• City Council/City Manager Response Coordination
• Internal and External Communications
• Graphic Services

Public Service & Communications Division Manager
Doreen Szymanski      704.336.7527

The Customer Service Section is responsible for initially handling citizen inquiries, logging and tracking the inquiries and assisting in their resolution. If necessary, the Customer Service Section will assign the inquiry to a field investigator in the Field Service Section or to a traffic engineer. The Customer Service Section is also responsible for citizen reception.

Customer Service Manager
Brian Kelly    704.336.3894
Customer Service Representative
Bonnie Dover    704.336.4119 
Reception/Customer Service
Jennifer Keyes-House       704.336.4119

Field Services 
The Field Services Section is responsible for making field investigations of citizen inquiries, coordinating citizen petition processes, coordinating engineering reviews and developing work orders to resolve inquiries. The section also administers the street lighting program.

Field Services Manager 
Chip Gallup      704.336.3922

Field Investigators - By Territory
Click here for a map of Field Investigator Territories*.

• Shirlee Dillard - South (purple on map)  704.336.3890
• Candace Inge - East/North East (green on map)    704.336.3932
• Terry VonCannon - West/North West (orange on map)  704.336.6786

Streetlight Coordinator
Sandy Wise      704.336.4118

Special Programs 
The Special Programs Section is responsible for the day-to-day operations of the Park It! program. Responsibilities include contract administration, budgeting and customer service.

Special Programs Manager
Clement Gibson      704.336.4905

Communications & Graphics 

• Executes and manages the department's day-to-day communication and marketing plan.
• Develops a positive image of the department and each of its divisions, sections and programs with City Council, the public and business community.
• Coordinates and promotes public involvement for departmental programs.
• Prepares news releases for distribution to representatives of the media.
• Designs brochures and other informative material for distribution to the public.  
• Provides day-to-day support to the department's Web site.
• Provides illustrative art, technical drawings, two and three dimensional displays, printed material, photographic and video and film services.

Communications and Public Relations Manager
Linda Durrett, 704-336-3902
Graphic Artist
Bob Hawkins     704.336.3929

* Please note: You must have Adobe Acrobat Reader to view the Field Investigator Territories Map; if you do not, you may download the reader for free at www.adobe.com/prodindex/acrobat/readstep.html and return to this page.