Administrators struggled to implement accommodations, like text-to-speech, for students with disabilities. Students were faced with repeated error messages, some of which would end test sessions abruptly. And one technical problem briefly allowed school officials to see confidential student information from other districts around the state.

Two of the most impactful steps in improving K12 customer service are to reduce the number of people whom a parent needs to reach to resolve a problem and ensure that all contacts are courteous.

When Superintendent Jonathan Prince took the helm at St. Lucie Public Schools in 2022, he described it as being passed the torch by Bear Bryant. Fortunately, he had the experience from District Administration's Superintendent's Academy to rely on.

“It’s not like turning on, flipping a light switch when the lights go on or off and this problem goes away in a day, a week, or even a month,” Jefferson County Superintendent Walter Gonsoulin told employees recently.