Customer Service Strategy

The Town of Halton Hills has engaged customer experience experts, CSPN, to assist in the completion of a Service Delivery Review and Customer Service Strategy initiative. The purpose of this project is to support the Town’s promise to continuously improve on how the organization delivers services and engages with the community.

The key outputs of the project include a comprehensive Service Delivery Review and Customer Service Strategy that considers, analyzes and integrates key findings and opportunities for improvement, provides recommendations including implementation planning.

Understanding and uncovering perspectives and insights from employees and the community is a critical aspect to the project and will be the cornerstone of research for the project.

Throughout the project, CSPN will engage residents, business owners, associations, and other key groups to understand their experiences when utilizing Town services.

For the project to be successful, we are looking to achieve the following goals:

1. Identify opportunities for increased effectiveness and efficiency in service delivery to the community by conducting a thorough and comprehensive review of services offered by the Town.
2. Evaluate and develop a customer service strategy to drive the delivery of services. Elements of the strategy include corresponding action plan for implementation, key performance indicators, timelines and milestones, a governance model and roles and responsibilities.