City introduces new customer service centres and online portal to make accessing services easier than ever

NIAGARA FALLS, ON -  The City of Niagara Falls is taking a bold step toward modernizing service delivery with the launch of At Your Service, Niagara Falls (AYSNF) - a new customer service model designed to simplify access, improve responsiveness, and put residents at the heart of everything we do.

On November 10, 2025, two dynamic new AYSNF locations will officially open at City Hall and the MacBain Community Centre, creating one-stop hubs for residents, businesses and visitors. 

As part of the launch, the City of Niagara Falls is introducing the new At Your Service online portal, powered by our Customer Relationship Management (CRM) system. Accessible through the City’s website, the portal makes it easy for customers to submit requests, report issues, and choose from more than 50 different service types online.

These new locations, paired with the At Your Service online portal, will make connecting with the City easier than ever. By complementing physical service counters with digital tools, we are ensuring customers receive high-quality service—whether in person, online, or by phone.

Mayor Jim Diodati stated, “This is the white glove service that residents of Niagara Falls deserve.  We want your service experience to be efficient, friendly and helpful, every time!” 

The AYSNF initiative reflects priorities in the City’s Strategic Plan and Customer Service Strategy, replacing a decentralized model with a streamlined, technology-enabled approach. Features include:

• Centralized AYSNF counters for multiple services with accessible spaces
• Digital check-in kiosks and Customer Relationship Management (CRM) enabled tracking
• On-site service experts ready to assist
• Extended hours at MacBain: Mon - Fri 7:00 AM–9:00 PM; Sat - Sun 7:00 AM–5:00 PM
• At Your Service Customer Portal available 24/7 for online requests

The new customer service locations are about taking care of our customers—making sure that connecting with us for the services and information they need is as simple and convenient as possible,” said Shelley Darlington, General Manager of Corporate Services.  We’ve listened to our customers and designed an experience that’s convenient, responsive, and customer-focused. Whether they drop in or have a pre-booked appointment, customers can now access multiple services in a centralized location. From digital check-ins to extended hours and on-site service experts, every detail reflects our commitment to putting residents at the heart of everything we do.”

Grand Opening Celebration – November 10, 2025

Celebrate the launch of AYSNF on November 10 and join Mayor Jim Diodati and Council for ribbon cuttings at MacBain Community Centre (9:00 AM) and City Hall (11:00 AM), plus remarks and a first look at streamlined, customer-first service.

For more information, visit niagarafalls.ca.

For more information, please contact:
Shelley Darlington 
General Manager of Corporate Services
City of Niagara Falls 
sdarlington@niagarafalls.ca 

Stephanie Young
Manager of Customer Service
City of Niagara Falls 
syoung@niagarafalls.ca