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NIAGARA FALLS, ON— The City of Niagara Falls is excited to introduce 'At Your Service, Niagara Falls,' a new customer service initiative designed to enhance and streamline service delivery in alignment with the priorities identified in the 2023-2027 Strategic Plan and the Niagara Falls Customer Service Strategy.
This model focuses on making it easy for the people we serve to get the right information and help using their preferred methods. Our goal is to get things done quickly and seamlessly. 'At Your Service' will roll out citywide, impacting many parts of the City's operations and service delivery. While it won't be easy or happen overnight, we've already started to make it a reality, focusing on a better way for citizens to engage with us.
The 'At Your Service Niagara Falls' model is built on four pillars:
- Staffing: City staff are the heartbeat of our new service delivery model. We will ensure our team has the tools, training, and information they need to offer friendly and responsive service.
- Systems: We will introduce a new Customer Relationship Management (CRM) system to handle service requests. This system will help us track and communicate our progress on requests.
- Standards: We will implement clear service standards to ensure consistency, measure our progress and inform the public when their requested services will be delivered.
- Citizen Input: We will create more opportunities for citizens to share ideas and feedback to help us shape our services and meet their needs.
In Fall 2024, the City of Niagara Falls will launch a community engagement campaign to connect with residents, business owners, and visitors and invite them to play a central role in reshaping and enhancing the local customer service experience. Opportunities to provide feedback through a survey and ask questions or comment will be available.
Please read the August 13, 2024, Council report and view the presentation to learn more.
For more information, contact:
Shelley Darlington
General Manager of Corporate Services
City of Niagara Falls
[email protected]
