Public Affairs

  1. Executive Summary
  2. Organization & Structure
  3. Services and Levels

Mission Statement

The Office of Communications & Community Engagement seeks to (a) clearly and accurately communicate information regarding key City services, programs, messages and values; (b) foster an engaged and informed citizenry; (c) protect the safety and welfare of our citizens; (d) provide leadership in further strengthening and promoting Sugar Land’s “brand” as a benchmark for superior municipal government service through all City communication tools including publications, website, social media, municipal television, media relations, and emergency communications; (e)serve as a resource to City departments for delivery of their specific communication needs; and (f) enhance the quality of life in the community with a commitment to excellence in connecting residents with city resources and citizen programs.

The 311 Contact Center provides superior customer service to the residents and visitors of the City of Sugar Land by answering general inquiry questions and processing requests for city services swiftly and accurately.

Executive Summary

The City of Sugar Land’s Public Affairs team consists of the Office of Communications & Community Engagement and the 311 Contact Center. These include a total of 18.2 full time employees with a fiscal year 2020 budget of $1,689,481. Operational hours are Monday through Friday, 8 A.M. to 5 P.M. 311 Contact Center is a non-emergency service and all inquiry types are not handled by City staff outside of operational hours, although a contracted answering service allows for 311 phone calls to be answered by a live person 24/7/365.

Public Affairs’ main responsibilities include:

  • Providing accurate, responsive, and timely information to citizens and the public;
  • Facilitate and serve as a resource to City departments to manage their communication needs;
  • Connecting, communicating, and engaging with residents;
  • Managing and coordinating the Serve Sugar Land volunteer program in addition to numerous citizen engagement opportunities;
  • Serve as a portal for resident contact;
  • Utilizing automated call distribution software; and
  • Creating a single point of contact for residents and visitors.

Awards and Accolades

The Public Affairs team has many awards and accolades associated with their department from the past three years. These include:

Texas Association of Municipal Officers (TAMIO) 2019 Awards

  • TAMI Award - 2018 Electronic Annual Report; and
  • Award of Honor - SLTV News.

Project of the Year Award, 2018 Annual Trees Across Sugar Land Volunteer Tree Planting Event - Houston Area Urban Forestry Council (HAUFC).

Sugar Land Top-Ranked in the 2018 Digital Cities Survey for cities using technology to improve citizen services, enhance transparency and encourage citizen engagement.

Texas Association of Municipal Officers (TAMIO) 2018 Awards

  • TAMI Award – Website;
  • Award of Honor - Annexation Marketing Campaign; and
  • Award of Excellence - Hurricane Harvey Social Media Efforts.

Sugar Land Top-Ranked in the 2017 Digital Cities Survey for cities using technology to improve citizen services, enhance transparency and encourage citizen engagement.