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<br />REPORT TO: Council Strategy Session <br />DATE OF MEETING: March 4, 2019 <br />SUBMITTED BY: Jana Miller, Director, Corporate Customer Service, <br />519-741-2200 ext. 7231 <br />PREPARED BY: Christine Baker, Supervisor, Customer Experience, <br />519-741-2200 ext. 7328 <br />WARD (S) INVOLVED: All <br />DATE OF REPORT: February 27, 2019 <br />REPORT NO.: CSD-19-002 <br />SUBJECT: Corporate Customer Service Review <br />__________________________________________________________________________________________ <br /> <br />RECOMMENDATION: <br /> <br />For discussion only: <br /> <br />The draft recommendations contained in Appendix A are based on a detailed review and <br />analysis of input received from more than 3,500 citizens and 1,700 staff. <br /> <br />The recommendations to reduce red tape and improve e-services are ambitious bodies of work <br />to be undertaken with limited staff resources. To help staff prioritize implementation of those <br />specific recommendations: <br /> <br />A) When you look at the list of red tape reviews included in Recommendation #8, <br />what are your highest and lowest priorities? <br /> <br />B) When you look at the list of e-services included in Recommendation #10, what are <br />your highest and lowest priorities? <br /> <br />EXECUTIVE SUMMARY: <br /> <br />As part of our continuous improvement efforts, from December 2017 through August 2018, the <br />City conducted a comprehensive Customer Service Review as a way of determining successes <br />and needed improvements. <br /> <br />Through that review, City staff engaged more than 3,500 citizens about their service experiences <br />and expectations with the City through a statistically-representative phone survey, an online <br />survey, a social media campaign, comment cards and surveys completed in person with a street <br />team at City facilities and events. Additionally, the review engaged more than 1,700 City staff <br />through an online and paper survey to all staff, divisional staff interviews and staff workshops. <br /> <br />*** This information is available in accessible formats upon request. *** <br />Please call 519-741-2345 or TTY 1-866-969-9994 for assistance. <br />