Back to SearchThe City of Kitchener today officially unveiled a dynamic new city hall service centre, which gives customers daily access to all City services and information – right at the front doors of city hall. This groundbreaking transformation is the largest physical renovation and service transformation at city hall since it opened more than 30 years ago.
“Our impressive new service centre is unique in Canada and its features make it a one-of-a-kind, one-stop-shop for service for Kitchener residents and businesses,” said Mayor Berry Vrbanovic. “But I think what makes me most proud is what it means for all those who we serve. Over the next year, staff will serve about 15,000 customers in-person at this centre, and from behind its walls, we’ll answer more than 110,000 contact centre calls, and dispatch City crews to resolve issues throughout our community. Customers, whether they’re on the phone or in person, will receive on-demand service in one of 240 languages of their choice, including American Sign Language. There is now only one centralized and accessible place to go for all City Hall services – and you can’t miss it.”
Delivered on time and slightly under budget, the city was able to create a versatile and unique space that features a centralized approach for all services, including the City’s 24-7 Corporate Contact Centre, with digital check-in kiosks, an accessible nine-seat service counter, language interpretation services and staff subject matter experts available on-demand daily to help customers.
“The new city hall service centre is all about taking care of our customers. Ensuring that connecting with us for the services and information they need is as simple and convenient as possible,” said Jana Miller, Director of Corporate Customer Service, City of Kitchener. “We’ve heard our customers and designed this new experience for them. In the new centre, whether they drop in or have a pre-booked appointment, customers can now receive multiple services from multiple areas, while never having to leave the chair they first sat down in.”
Having both on-site, on-demand subject matter experts and service counter staff working in the centre each day, combined with the relocation of the City’s 24-7 Corporate Contact Centre and staff experts in service transformation, sets Kitchener’s service centre apart from other Canadian municipalities.
The city hall service centre was designed by Kitchener-based architects Martin Simmons Sweers and is a modern and functional space intended to respect the existing architectural elements of the Governor-General award-winning Kitchener City Hall, preserving the original character of the space.
The official opening included a ceremonial ribbon cutting, remarks from the mayor and city staff, and tours of the new service centre.
For more information, visit www.kitchener.ca/customerservice.
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For more information, contact:
Bethany Rowland
Director, Corporate Communications & Marketing
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