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Council receives presentation on Customer Service Enhancements

Kawartha Lakes –  At the November 2 Committee of the Whole meeting, Ron Taylor, CAO, introduced Council to the cross-departmental team that has been reviewing the municipality’s Case Management System to find enhancements for the customer service experience.

The municipality receives inquiries, concerns, complaints and compliments via the following portals:

  • Phone calls to the Municipal Call Centre
  • Walk-in traffic to four Municipal Service Centres
  • Report It website form at www.kawarthalakes.ca

In 2017 the municipality began integrating customer requests with the JDE Case Management System. This automation helps staff to collaborate internally and with the public by logging a tracking number, logging updates and assigning responsibilities. It provided a database from which to continue to improve municipal assets and service in response to residents’ needs.

In 2019, there were 8600 cases or service requests from the public. Numbers have been declining since, with 6200 cases in 2020 and 5500 in 2021. The vast majority of cases were concerning roads, followed by Parks, Recreation and Culture.

In October 2020, an internal team began to analyze the issues across departments and with feedback from staff and Council, develop new ways to improve the customer experience in four areas:

  1. Automatic Notifications – Customers will now receive an email with their case tracking number for further follow up.
  2. Case Status – Customers will now receive an email notification when their case is closed. If progress has been made on a case that remains open, the status options have changed to provide more information to the resident on the actual status of their case.
  3. Updated training documents have been made available to all staff to ensure consistency of use of the system.
  4. Enhanced reporting – Staff have more options at their fingertips to receive updated information on the Cases that are open and within their responsibility.

Sharing data with the public

In order to provide transparency, a Customer Service Request Dashboard has been created and will be linked the municipal website shortly. This dashboard will allow users to filter Cases by date, division, status, type or ward. The dashboard integrates with the GIS mapping system used for other applications within the municipality, such as zoning, recreation facilities and more. See the mapping portal for more information on these services.

custmer service request dashboard

Municipal Law Enforcement customer service update

Municipal Law Enforcement (MLE) services include public education and compliance based enforcement of municipal by-laws and some provincial legislations including:

  • COVID-19 regulations such as patio use
  • Parking Enforcement (includes Community Liaison Officer LDBIA)
  • Licensing (application processes and enforcement)
  • Animal Control

In 2020, MLE received approximately 2000 case requests and more than 3700 telephone calls. The most common types of complaints are related to the Clean and Clear By-law concerning long grass and debris, animal control and parking.

Taylor noted that next steps will include publishing the dashboard on the municipal website by year end, regular process audits and a refresh of the current Customer Service Standards.

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