Chatham-Kent officials say on March 1, 2021 Council passed a motion, directing administration to conduct a Service Review (SR) on Municipal Centres, Municipal Information Desks and Customer Service Delivery and report back to Council before Fall, 2021.
The scope of these services include:
– Municipal Centres: Blenheim, Civic Centre, Dresden, Ridgetown, Tilbury, Wallaceburg
– Municipal Information Desks: Co-located with libraries in Bothwell, Thamesville and Wheatley
– Municipal Contact Centre 311/360-1998; ck311@chatham-kent.ca
Municipal officials say the service review committee is reviewing current municipal customer service options, changing customer expectations and potential service changes to enhance the overall customer experience.
Examples of service changes may include an increase in digital self-service options and increased channels through which customers may contact Chatham-Kent.
An important component of this service review includes an online public engagement survey, for the purpose of gathering customer service expectations, assessing the corporate/community impact resulting from various service delivery options and alternatives, Municipal officials say.
The final step will include Council recommendations for the future purpose of municipal centres and municipal information desks.
“Customer service expectations have changed rapidly and significantly since the beginning of the pandemic,” said Leanne Segeren-Swayze, Director of Customer Service for Chatham-Kent, in a media release.
“It is important to measure these expectations, explore potential solutions and reassess existing resources to find our new balance.”
The survey is open until September 3 and involves approximately 10 questions. No online registration or personal information is required to participate.
The outcome of this feedback process will be included in the service review recommendations that will be presented to Council this fall.
To take the survey, click Let’s Talk CK.
