How Kansas City Public Schools Used Customer Service to Rebuild Trust — and Passed Its First Bond in 58 Years
This summer, our team at K12 Insight had the pleasure of joining Kansas City Public Schools Superintendent Dr. Jennifer Collier at two national events: the Urban Superintendents Collaborative in June and the USAA Summer Academy in July. At both, Dr. Collier shared a powerful story that moved rooms to applause and reflection: Customer service isn’t just about answering questions. It’s about building trust, telling your story, and transforming communities.
Her presentation, “Brave Decisions, Better Service: Rebuilding Trust at Kansas City Public Schools,” highlighted a journey defined by courage, clarity, and deep community connection, backed by data and the strategic use of tools like Let’s Talk. Our Chief Customer Officer Krista Coleman and I had the privilege of presenting alongside Dr. Collier, and here are three key takeaways from her story:
Leading with Courage
When Dr. Collier stepped into the role of interim superintendent, the district was facing enormous challenges: declining enrollment, aging buildings, and the tough realities of school closures. It was a pivotal moment, not just for her leadership, but for the future of Kansas City Public Schools.
“There were people who said I wouldn’t get the job,” Dr. Collier shared. “But I led with belief, courage, and conviction. You have to know why you’re doing the work, and you have to trust your community will come with you.”
And they did.
Listening to the Community and Taking Action
KCPS hadn’t passed a bond in nearly 60 years. But Dr. Collier and her team knew that if they could listen to the community and respond with transparency and urgency, they could shift the narrative. That’s where Let’s Talk played a critical role.
The platform helped KCPS:
- Capture questions, concerns, and feedback from families across the district
- Build inboxes for key departments to ensure fast, visible, and coordinated responses
- Monitor engagement and pain points through real-time data
- Shape messaging and outreach strategies during the district’s bond campaign
With a focus on listening and data-driven service, KCPS rebuilt public trust. And the results were historic: the $474 million bond passed with an 85% approval rate in April 2025.
Turning Insight Into Action
“This kind of success doesn’t happen without belief,” Dr. Collier said. “It also doesn’t happen without systems that help you listen deeply, share your story honestly, and make it easy for your community to connect with your district.”
KCPS used Let’s Talk as its unified service desk to ensure every voice was heard, every department was aligned, and every action was driven by data. This success generated real momentum for the district, not only in rebuilding trust with families, but also in earning recognition from state policymakers.
“After we passed the bond, legislators started reaching out to us and making sure our district was top of mind when key decisions were made at the state level,” Dr. Collier said. “Kansas City Public Schools is on a strong path forward, and it’s only possible because we made listening our leadership strategy and had the data to empower our decision-making.”
Ready to Build Trust and Momentum in Your District?
Let’s Talk helps superintendents gain visibility, identify pain points, and respond with purpose. If you’re preparing for a bond, navigating school closures, or working to strengthen community trust, Let’s Talk can help you do it with clarity, courage, and confidence.
Reach out to our team to learn how Let’s Talk can help your district listen, lead, and serve better.
