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Integrated Customer Service Strategy (D-39)

​Current Status Presented to Finance Committee on March 11, 2013​
​Next Steps Consideration by Finance Committee from May 6-10, 2013​

About the Project

Phase I - Master Plan
This project would develop a master plan for an Integrated Customer Service Strategy. The plan would:

  • Review our current practices with respect to people, processes and technology that support our customer service
  • Describe our preferred future state including an evaluation of a centralized call centre
  • Describe an implementation strategy, including recommended phasing and the capital and operating costs (including acquiring new software and repurposing existing office and front counterspace).

Phase II – Customer Care Centre
Implementation would be determined by the master plan (Phase I) and may include:

  • The development of a central call centre including telephone requirements
  • An enterprise customer response management system and technology interfaces to existing work order systems
  • Potential renovations to existing office and front counter spaces


Phase I​ $0.25 M​
Phase II​ $1.0 M​
Total​ $1.25 M​