City of Kitchener wins customer service excellence award for streamlining revenue processes

The Business Intelligence Group has awarded the City of Kitchener’s Revenue Division its 2023 Excellence in Customer Service Award. This award is a direct result of staff’s dedication to customer service and process improvements, as well as their incredible enthusiasm and hard work in serving our residents.

"I'm immensely proud of our City of Kitchener Revenue Division in winning a 2023 Excellence in Customer Service award and being recognized for the great customer service they provide to Kitchener residents in their tens of thousands of customer service interactions annually," said Mayor Berry Vrbanovic. "It's particularly exciting to know we were the only government winner of this award, finding ourselves in the winning company of national and global companies like Telus and Square.”

The Business Intelligence Group named 92 organizations, executives and products as winners in 2023. To win the award, the Revenue Division demonstrated how it leverages technology to improve and provide excellent customer service to Kitchener residents. This includes automating and streamlining many processes, allowing the City of Kitchener to deliver better customer service while significantly improving customer satisfaction.

Customer satisfaction is assessed through surveys conducted after every interaction. The results of these surveys are summarized every quarter and reviewed by the Revenue Management team for potential improvements to customer service. Overall, customers have indicated a very high level of satisfaction with the service experience delivered by staff.

Customer service in today’s environment can be challenging, as customers face rising costs for many products and services. The City of Kitchener Revenue Division has seen an increase in inquiries as customers wish to understand their bills in greater detail than ever before. Customer interactions have also changed, as customers want to engage and communicate in a variety of ways. In this environment, staff have continued to look for more efficient ways to provide services to our customers. Recent examples include e-invoicing for accounts receivable bills, online property tax and utility certificates and electronic scheduling of meter readings.

For more information about the Business Intelligence Group’s 2023 winners, visit their website.

-30-

About Business Intelligence Group www.bintelligence.com

The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.

For more information:

Shawn Falcao
Manager, Corporate Communications
City of Kitchener
shawn.falcao@kitchener.ca