What’s new in customer service at the city?

Want to report a car blocking your driveway? Do you have a question about marriage licenses? Or do you just have questions about the City of Kitchener?

Call the contact centre at 519-741-2529.

Connecting to citizens with Textnet technology

The City of Kitchener has now implemented new telephone technology intended to significantly improve accessibility to city services for those citizens who are deaf, deafened or hard of hearing or speech impaired.

The City has replaced its former TTY (text telephone) system, used for many years, with new Textnet service and software that enables deaf, deafened, hard of hearing or speech impaired citizens to more easily access and converse with City staff. Several City staff across all departments – and within the City’s corporate contact centre – are trained to use the new technology.

The software continues to use a TTY telephone number however it is important to note that the number has changed.

Residents can access the new Textnet service by calling 1-866-969-9994.

The former TTY system was a special device that enabled residents who are deaf, deafened, hard of hearing, or speech-impaired to use the telephone to communicate with City staff by allowing them to type messages back and forth to one another instead of talking and listening. A TTY is required at both ends of the conversation in order to communicate.

The new Textnet service enables residents to continue to use their familiar TTY communication device, however, it converts the communication to a pop-up text message that appears on a computer screen. Staff and the caller appear to “chat” on-line. Incoming calls can be redirected to other Textnet users and conference calls can be conducted if required, enabling communication among several users at once.

Additionally, City staff will be able to respond more quickly to issues that require an urgent response by service divisions such as Utilities and Bylaw Enforcement. Additionally, Textnet is flexible and expandable to additional computers which will enable other City staff to be trained on the system in the future.

While the City’s Corporate Contact Centre will be the primary point of access, other initial users will also be located in Operations, Utilities Marketing, enforcement, legislated services, revenue, CAO’s office, Mayor’s Office, Inclusion Services and Community Services. The city anticipates expanding the program into other key service areas in the future.

Customer Service Project Background

In 2001, city council announced their interest in developing a new approach to customer service for the city. Since that time, city staff has done a lot of work researching and developing the best way to achieve that goal. As part of that research, we surveyed citizens and found out that, generally, we are doing a good job serving our customers, although, as with anything we do, we can always do better.

In October 2007, the city took a big step towards the goal of improved customer service when city council endorsed a proposal for a new corporate customer service program. That program included, amongst other things, a two-phased approach to the development of a corporate contact centre and the creation of a new city hall welcome centre.

The City of Kitchener is striving to meet the needs of its customers by integrating the city’s by-law enforcement, operations and legislated services divisions into the new corporate contact centre (CCC), currently located at Elmsdale Operations Centre.

Staff at the CCC is ready to assist you 24 hours a day, seven days a week, and can be reached at 519-741-2529.

Welcome Centre

The City of Kitchener Welcome Centre – which includes visitor information services – is now open on the first floor of city hall, across from the cashier counter.

The Welcome Centre staff is busy greeting the public and providing information and assistance on programs and services of city departments, agencies, boards and commissions, and other levels of government to internal and external customers.

Welcome centre associate Wendy Scoular is your host. She can be reached at 519-741-3400 ext. 3594, or by fax at 519-745-3218.

Visitor Information Services

This is the place to visit for information on special events and customized downtown Kitchener tours.

As a part of economic development, downtown and community services, this is also a starting point for investor information, our business database, downtown e-news and downtown employee surveys.

Visitors can speak to their concierge, Siobhan Delaney, visitor information services associate, for all things to do, see and experience in Kitchener and the surrounding area. Siobhan can be reached at 519-745-3536 or 1-800-265-6959.

The Welcome Centre’s hours of operation are Monday to Friday, from 8:30 a.m. to 5 p.m

Overview of customer service project

Phase 1 of the corporate customer service project launched in June 2008,  including integrations of operations, legislative services and bylaw enforcement. Phase 2 is expected to proceed in 2010. As part of Phase 2, we will relocate the corporate contact centre from Elmsdale to the future consolidated maintenance facility (CMF).