Back to SearchThe City of Kitchener is proud to announce that it has won the Municipal Service Delivery Officials' Canada (MSDO) inaugural Excellence in Service Delivery Award for its groundbreaking city hall service centre, which opened in January.
The MSDO, a national organization that unites senior municipal service delivery professionals from across Canada, recognized the exceptional efforts of Kitchener’s staff in transforming in-person service delivery by offering customers daily access to all City services and information – right at the front doors of city hall. The prestigious award was presented on May 16 at the closing gala dinner of the annual MSDO national conference in Kelowna, BC. Staff were honoured with a special presentation during this evening’s session of Council.
“I’m incredibly proud of our new City Hall Service Centre and the amazing staff who made it happen, as well as our City Council for believing in and supporting this vision all along. Staff’s innovative vision and unwavering dedication to service, and to the residents and businesses they serve, is exemplary and indicative of the #TeamKitchener approach throughout our organization," said Kitchener Mayor Berry Vrbanovic during a presentation at Monday’s Council meeting. “The centre’s features make it one of the most comprehensive municipal service centres in the country, and while that’s enough to be proud of, what makes me most proud, is what it means for our citizens. Service at City Hall couldn’t be easier to find and receive – there is only one place to go now, and you can’t miss it.”
The city hall service centre brings together service experts from every service area, service counter staff, the City’s 24-7 Corporate Contact Centre, and staff experts in service transformation, in one centralized main floor location. Whether residents have a pre-booked appointment or they drop in for service, experts from planning, building, engineering, legislated services, finance, transportation services, economic development, sport and program registration, are available to them in one easy-to access, accessible location – all day long. Residents can also receive on-demand service in more than 200 languages, including American Sign Language.
"This new service centre not only sets an unprecedented bar for ease of service at Canadian city halls, but it could also be argued that it sets that bar for in-person service delivery for any level of Canadian government right now," said Shelley Darlington, MSDO board member and General Manager of Corporate Services for the City of Niagara Falls.
The comprehensive service centre is the largest physical renovation and service transformation at city hall since it opened more than 30 years ago. Since opening on January 17, 2024, more than 12,000 customer interactions have taken place in the service centre, three-quarters of the total in-person interactions expected in its first year.
“The national award is meant to recognize and celebrate the team that has made a difference by showcasing excellence in service delivery. I’m so proud of our team and to see our vision and work recognized by our municipal peers from cities across Canada,” said Jana Miller, Director of Corporate Customer Service for the City of Kitchener. “It was a once-in-a-career opportunity for many of us – to build something so lasting and meaningful for our community. It’s true public service.”
For more information on city services and ways to connect, visit www.kitchener.ca/contactus.
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For more information:
Shawn Falcao
Manager, Corporate Communications & Marketing
shawn.falcao@kitchener.ca
Michelle Orth
President, Municipal Service Delivery Officials
michelle.orth@peelregion.ca
About Municipal Service Delivery Officials' Canada:
The Municipal Service Delivery Officials' Canada (MSDO) is a national organization dedicated to networking, educational and professional development opportunities, and the sharing of best practices among senior municipal service delivery professionals across Canada.
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