ATLANTA – The Georgia Public Defender Council (GPDC) is launching a new customer service initiative to enhance client relations, communication, and overall service quality.

GPDC Executive Director Omotayo Alli stated “Our Customer Support and Compliance Unit will proactively address client concerns and improve our responsiveness to further our goal of setting the highest standard for public defense.”

The Customer Support and Compliance Unit is led by Joy Walker, a veteran GPDC Managing Attorney, alongside Vera Moore, Customer Service Manager, who was previously featured in a GPDC In The Trenches episode. Together, they will oversee complaints through confidential channels, conduct thorough investigations, and deliver comprehensive reports to ensure accountability and service excellence.

“Our focus is on managing client complaints and resolving issues before they escalate,” Walker said. “Clients can file confidential complaints in-person, by mail, over the phone, and through online forms.”

“By prioritizing timely and effective communication with clients, the GPDC will reduce confusion and dissatisfaction by clients and foster trust and confidence in Georgia’s public defense services,” Walker said.

Attorneys will receive training on the new processes and expectations. All GPDC Staff are required to fully cooperate with the Customer Support and Compliance Unit to resolve issues. Uniform standards will be applied across jurisdictions to ensure high-quality service and consistent client experiences.

The Unit will respond promptly to complaints and maintain open communication channels to keep clients informed to prevent complaints from escalating. Response protocols will enforce timely client service.

The Unit will collect data, generate annual reports, and use metrics to evaluate performance and guide future strategies. The initiative emphasizes careful budget management and learning from each encounter.

The Georgia Public Defender Council promotes public safety and strengthens communities in alignment with Governor Brian Kemp’s broader efforts to enhance government services for all Georgia residents.

The GPDC is committed to enhancing customer service through consistency, and accountability. By prioritizing client satisfaction and proactive issue resolution, the council will further enhance its zealous and ethical legal support for all clients.

For more information about the Customer Support and Compliance Unit, click here or contact the team at help@gapubdef.org or (800) 676-4432.