Customer Service & Digital Modernization Strategy

This strategy is a long-term plan that will guide improvements to customer service and digital services over the coming years.

Why is the City doing this?

Expectations for customer service have changed. Whether someone is paying a bill, reporting a problem, or booking a recreation program, people expect services to be easy to access online, by phone or in person.

The strategy provides a roadmap for improving how City services are delivered over time.

Right now, services are accessed using at different places using different systems, resulting in different experiences.  The goal is to create one connected experience. We will accomplish this by making services easier to access while giving staff the tools and technology they need to deliver consistent, high-quality service.

What does this mean for me?

1. Easier access: Find information, request services, and get help more easily.

2. Consistent service: The same high-quality experience, regardless of how you contact the City.

3. Better communication: Get timely updates and clear information throughout your experience.

4. More choice: Choose the way that works best for you: online, by phone, or in person.

Service North Bay

At the heart of the strategy is the creation of Service North Bay: a simpler, more connected way to access City services. Service North Bay is how we will bring our customer service, online services, and technology together into one connected experience. 

Over time, Service North Bay will become the City's main point of contact, bringing together customer service, online services and improved technology. This will make it easier to find information, request services, and get help when needed.

Questions & Answers

What changes can I expect?
The strategy is intended to make City services easier to access over time. As projects are implemented, improvement are expected to include more online services, a simpler website, more consistent customer service, and easier ways to request services and make payments.

Will I still be able to visit City Hall or call the City?
Yes. The strategy follows a digital first, not digital only approach. As more services become available online, phone and in-person service will continue to be available for those who need or prefer them.

When will these changes happen?
Implementation will take place in phases over several years. Some initiatives are already funded and underway, while others will be introduced over time as priorities, resources and future budgets allow.

How will the strategy be funded?
Some initial implementation funding has already been approved through the City's 2026 and 2027 capital plans. Future projects will be considered through the City's annual budget process.

How will success be measured?
The strategy includes performance measures such as customer satisfaction, response times, first-contact resolution, digital adoption and regular reporting on implementation progress. These measures will help the City track progress and identify opportunities for continuous improvement.