Lakeshore Council passes new Customer Service Policy and approves investments

Local Journalism Initiative
·1 min read

The Lakeshore Council, in a clear demonstration of its commitment to resident-focused service, has passed a new Customer Service Policy. This is accompanied by significant investments in software and frontline staffing to enhance resident interactions. The policy outlines service standards that are designed with residents in mind, including a five-day response time.

“Council and I have recognized and prioritized improvements to customer service, and we’ve seen great success with the rollout of the Public Service Unit,” said Mayor Tracey Bailey.

“The action taken tonight demonstrates our ongoing commitment to ensuring our residents receive the high-quality service they expect and deserve.”

To implement and track the Customer Service Policy, the Council approved $208,000 for software, including a citizen portal for residents to submit inquiries and receive updates on service requests. Additionally, two operating budget increases for software licensing and staffing levels were pre-approved for inclusion in the 2025 and 2026 Budget deliberations.

Highlights of the new Customer Service Policy include:

  • Email or telephone responses to customer inquiries within five business days. Depending on the nature or complexity of the investigations, the initial response may be an acknowledgment and an estimate of the time required for a formal response.

  • Establishing multiple service channels, including phone lines, email, and in-person assistance, allowing residents to choose their most convenient option.

  • Standards for customer greetings, transfers between staff members, and escalations.

Matt Weingarden, Local Journalism Initiative Reporter, Tilbury Times Reporter, Tilbury Times Reporter

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