Customer Service Strategy

Share Customer Service Strategy on Facebook Share Customer Service Strategy on Twitter Share Customer Service Strategy on Linkedin Email Customer Service Strategy link

Consultation has concluded






The Service Delivery Review and Customer Service Strategy have been completed.
Here are the results:

Service Delivery Review Report

Customer Service Strategy Report

The third party consultant presented to Council on January 23, 2023

See presentation




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.





The Service Delivery Review and Customer Service Strategy have been completed.
Here are the results:

Service Delivery Review Report

Customer Service Strategy Report

The third party consultant presented to Council on January 23, 2023

See presentation




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.
  • CLOSED: This survey has concluded. Thank you for participating in the survey.

    Customer Service Feedback Survey

    Thank you for your participation in the Customer Service Feedback Survey!

    This survey is part of the Service Review and Customer Service Strategy project to assist the Town of Halton Hills to continuously improve on your experiences with the municipality. The goal of this survey is to hear about your current experiences, perspectives, and preferences when interacting with the Town.

    The survey will ask you about your service experience when interacting with the municipality. The survey defines service as all actions and systems provided by the Town to the community. Some examples include:

    • Contacting the Town for inquiries or concerns 
    • Utilizing recreational programs and services 
    • Applying for a permit or license 
    • Making payments

    The following survey is estimated to take 8 – 12 minutes to complete. Your answers to the survey are anonymous and any information that may be identifying will not be shared or utilized in reports.

    At the start of the survey please indicate which group you are speaking on behalf of:

    1. I am a resident (e.g., any individual who lives within the Town)
    2. I am a business & development community member (e.g., business owner, developer)
    3. I belong to a public association (e.g., community groups, athletic association)

    Please answer the survey questions from the perspective of the selected group. If you would like to provide your experiences from more than one of the above groups, please complete a second survey from the other perspective. 

    Thank you for taking the time to provide feedback. Your insights are extremely valuable.

    This project has been made possible through funding from the Provincial Municipal Modernization Grant.

    Consultation has concluded
    Share Customer Service Feedback Survey on Facebook Share Customer Service Feedback Survey on Twitter Share Customer Service Feedback Survey on Linkedin Email Customer Service Feedback Survey link