Improving customer service and access to Niagara Region services has been a priority for council since 2015.
In 2018, council endorsed the Integrated Customer Service Modernization Strategy. The strategy is a customer-focused model. It uses technology to deliver a seamless and responsive customer experience. It includes a "no wrong door" approach. This means services are accessible and available anywhere, anytime.
Starting in 2019, staff conducted small-scale pilot projects to modernize the customer experience. In 2020, this evolved into a comprehensive two-phase plan:
The Customer Service Digital Modernization Report summarizes the Region's three-year plan.
2019 - completed
Pilot customer service projects
2020 - Completed
Develop two phase plan
2021 - Completed
Phase one - establish customer service division and customer service desk at Regional Headquarters
Phase two - digital transformation of customer experience