City of Kitchener wins national innovation award for City Hall service centre

Kitchener, Ontario – The Canadian Association of Municipal Administrators (CAMA) has awarded the City of Kitchener the 2025 Willis Award for Innovation for the City Hall service centre. Each year, CAMA awards excellence in municipal administration.

“I’m proud to see Kitchener's City Hall Service Centre recognized with this national award from CAMA,” said Mayor Berry Vrbanovic. “It represents the true spirit of public service – innovation, collaboration, and a strong commitment to listening to our residents. It shows what’s possible when vision and community values unite.”

The service centre offers residents access to staff experts offering over 100 services in more than 200 languages. The 24-7 contact centre handles over 100,000 calls and 90,000 emails annually, dispatching crews to address community issues.

Other features include:

Personal connection meets accessibility and technology
Dedicated greeters guide residents through their visits. Accessible counters, digital kiosks, tech-equipped privacy rooms, American Sign Language supports and more create positive and equitable service experiences.

Customer-led design approach
A temporary centre shaped the current in-person service vision and staffing model. Using real-time feedback, workshops and journey mapping prioritized staff and residents' needs.

"Innovation isn't just about groundbreaking tech or impressive facilities — it's about people.” said Jana Miller, the City’s Director of Corporate Customer Service. “Residents helped us create a balance of genuine personal connection and intuitive technology. We’re proud to share this honour with residents and to set the standard for city halls nationwide. Since opening, more than 70 Canadian cities have come to us to learn about our unique service model.”

The Kitchener City Hall service centre is open for in-person assistance Monday to Friday, 8:30 a.m. and 5 p.m.

The Corporate Contact Centre is open 24/7 (519-741-2345).

For more information on the Canadian Association of Municipal Administrators and the award program, visit their website.

For more information, please contact:
Katie Rieger
Communications and Marketing Associate
City of Kitchener
media@kitchener.ca

For Mayor interviews, please contact:
Nasreen
Strategic Communications Officer
Office of the Mayor and Council
City of Kitchener
nasreen@kitchener.ca
M: 226-753-6082

About the Willis Award for Innovation:

The Willis Award for Innovation, awarded in recognition of Jack Willis for his contribution to CAMA, recognizes programs, projects or services that demonstrate new approaches to leading, facilitating, or administering which result in positive changes to local government processes and practices, and ultimately bringing outstanding benefits to the organization and the community.

About CAMA:

The Canadian Association of Municipal Administrators (CAMA) is a national, non-profit association open to all Chief Administrative Officers / City Managers and any person employed in a senior management position that reports directly to a CAO. With a membership of over 900 senior municipal employees from all parts of Canada, CAMA collectively represents more than 85% of the nation’s population. www.camacam.ca