Increase access to services at Township facilities.

• Investigate extending operating hours to increase access to customer service representatives.

• Utilize partnership with the Ramara Township Public Library to support access to digital
  services.

• Utilize community centers to help increase access.

Expand knowledge sharing between departments

• Create an internal document that outlines contacts and other important information such
  as FAQs.

•  Improve internal communication to ensure that all staff are updated on process and
  service changes that occur in other departments.

• Expand the use of GIS internally and train staff accordingly.

• Continue a customer service committee that will consist of administrative staff that will
  meet quarterly to discuss any concerns, issues and things going well.

Expand information and service online and in print

• Add other topics to the News and Notices subscription list for residents to receive them via email.
• Promote and utilize the Community Calendar to increase awareness. 
• Expand the use of GIS externally
  • Add Interactive Zoning Map in 2022

Create a customer service hub that will help in providing first-response answers

• Provide information and train administration staff on providing first-response answers to residents to reduce call back.
• Create an internal and external document that provides the answers to commonly asked questions.
• Create a Citizen Portal that provides residents a 'one-stop' shop to information, such as their tax/utility bills, news, other information.

Develop and implement consistent messaging

• Develop external and internal messaging specific for each department, i.e. out of office, service request follow up, etc.
• Develop and implement a communication schedule to ensure residents are informed
• on changes to services or programs.

Create, implement and report on attainable services standards

• Create service standards that are attainable and achievable.
• Review service standards yearly to  ensure optimal performance and to make necessary changes.
• Report to Council once a year on service standard changes and statistics.

Survey quarterly citizens' satisfaction with our services

• Survey will be sent to residents in the following way during the customer service exchange:
  • Email
  • in person
  • Link posted on social media, website and other modes of communication.
• Survey will examine their recent customer service experience.

Develop and execute an internal and public communication campaign to create awareness and understanding of service expectations.

• Internal campaign will consist of training, information sheets, and discussions to ensure understanding and expectations.
• External campaign will consist of website information, social media, public notifications, media release and other communication publication.

Review and analyze department processes to improve performance and meet best practices to optimize the customer and end user experience

• Initiate a process review of services offered by each department.
  • Document the processes,
  • Set performance metrics,
  • Review and discuss process changes, and
  • Incorporate technology, if needed.
• Processes will be shared internally to ensure that staff have access to processes and process changes.
• Create position manuals that incorporate processes and information pertained to that position. 

Review and expand the use of our complaint/work order system and align service expectations and delivery.

• Review of our ‘report a concern’ practices and processes to ensure that customers can easily access the form and submit their concerns.
• Review work order system practices and processes to ensure that all applicable departments are meeting best practices and service standards.

Regular review of department staffing needs

• Regular review between the Manager of HR and Directors to ensure that departments are staffed to meet service standards.
• In 2022, the following staffing needs in the following departments will be addressed:
  • Building and Planning Administrative Support
  • Bylaw Administrative Support
  • Infrastructure - Contract Administrator

Engage residents and employees in process improvements in response to feedback

• Increase engagement opportunities to the community through multiple communication channels.
  • Surveys (Paper and online)
  • Public meetings
  • Website
• Increase opportunity for all staffing levels to collaborate together in response to process improvements.

Create a recognition program for employees, residents and volunteers 

• Create a recognition program for internal staff that recognizes their excellence in customer service and service delivery.
• Create a recognition program for our residents/volunteers that would recognize their effort. 

Hire and trail staff on practices and service standards. Train staff yearly on customer service practices and standards 

• Train on customer service standards and other service standards Provide yearly training on dealing with difficult customers Provide cross training to improve customer help and first-time response. Review job descriptions and recruitment tools to include customer service competencies.

Create a platform that ensures staff are updated on service and policy changes

• Develop and implement an intranet that will provide internal access to news, notices, links and up to date information.