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Back to SearchCouncil approves investments and new Customer Service Policy
At the meeting on June 25, 2024, Lakeshore Council passed a new Customer Service Policy along with investments in software and frontline staffing.
The policy outlines resident-focused service standards that can be expected when interacting with Lakeshore, including a five-day response time aligned.
“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, Council approved $208,000 for software, including a citizen portal for residents to submit inquiries and receive updates on service requests.
Council also pre-approved two operating budget increases, one for software licensing and the other for staffing levels, to be included in 2025 and 2026 Budget deliberations.
Highlights of the new Customer Service Policy include:
- Email or telephone response to customer inquiries within five business days. Depending on the nature or complexity of the inquiry, the initial response may be an acknowledgement of the inquiry and an estimate of the time required for formal response.
- Setting channels of service, including phone lines, email, and in-person assistance, so residents can choose their most convenient option.
- Standards for customer greetings, transfers between staff members, and escalations.
- Read the full policy and report to Council online.
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419 Notre Dame St.
Belle River, Ontario N8L 0P8
Phone 519-728-2700
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