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Service Excellence

Focus Area 5: Service Excellence: Deliver excellent and responsive services that inspire public trust.

What did we hear?

serviceexcellence-roundResidents expect excellent customer service and responsive staff to meet the needs of the growing community. Knowing the right person to contact and having easy points of access to the service were highlighted as necessary by the community. Overall, citizens noted high levels of satisfaction with Regional programs and services although there are also a number of areas where residents  would like to see improvements.

Priorities identified include:

  • Improve community awareness about the services provided by the Region.
  • Engage and involve the public in decisions that impact the community.
  • Improve the accessbility of Regional programs and services to support our diverse community.
  • Improve service satisfaction with Regional programs.
  • Ensure Regional programs and services are efficient and effective and are open and transparent to the public.
  • Retain, recruit and develop skilled and citizen-centred employees.
  • Strengthen and enhance partnerships with area municipalities, academia, community stakeholders and other orders of government.

What are we doing?

The Region of Waterloo will strive for consistently high levels of citizen satisfaction in delivering citizen focused programs and services that are accessible, efficient, effective and responsive to community needs.  Staff and volunteers will instil public trust by collaborating with community partners and engaging citizens to foster open, transparent and accountable municipal government.  The Region will recruit and retain service focused people and ensure they are supported by the right organizational processes, facilities, equipment and resources. 

5.1 Improve the accessibility of Regional programs and services to support our diverse community.  
5.1.1 Develop and implement an action plan to make the Region’s programs, services and workforce more accessible and responsive to our diverse community. greenindicator
5.1.2 Implement a consolidated call centre with a single phone number for the Region of Waterloo and explore the potential for a 311 inter-municipal call centre.  greenindicator
5.1.3  Implement the standards under the Accessibility for Ontarians with Disabilities Act (AODA) to comply with Provincial regulations. greenindicator
     
5.2 Improve satisfaction with Regional programs and services.  
5.2.1 Develop service standards and performance targets and initiate improvement plans in selected departments.  greenindicator
5.2.2  Implement a comprehensive citizen/customer service training program for staff.  greenindicator
     
5.3  Ensure Regional programs and services are efficient and effective and demonstrate accountability to the public.  
5.3.1  Develop a five year financial/budget plan.  greenindicator
5.3.2  Further integrate performance measurement into Regional programs.  greenindicator
5.3.3 Continue to undertake program reviews based on an enterprise risk management approach.  greenindicator
     
5.4 Retain, recruit and develop skilled, motivated and citizen centred employees.  
5.4.1  Develop and implement actions to support the effective recruitment of employees to the Region. greenindicator
5.4.2 Implement actions designed to build leadership capacity.  greenindicator
5.4.3 Conduct an employee survey and take follow-up actions.   
     
5.5 Improve awareness of Regional services and facilitate processes for public input and involvement.  
5.5.1 Develop a comprehensive resource guide for public and community stakeholder participation.  greenindicator
5.5.2 Implement webcasting of Regional Council and Standing Committee meetings.  greenindicator
5.5.3 Explore new ways to increase awareness of Council activities and opportunities for citizens to interact with members of Regional Council.  greenindicator
5.5.4 Enhance external communication to increase awareness of Regional programs and services.  greenindicator
     
5.6 Strengthen and enhance partnerships with area municipalities, academia, community stakeholders and other orders of government.  
5.6.1 Define and implement an open data program that improves the ability of the public to find, download and use Region of Waterloo data. greenindicator
5.6.2 Develop a corporate volunteer management strategy and work plan. greenindicator
5.6.3 Explore opportunities for partnerships with area municipalities in order to improve services. greenindicator
5.6.4 Host meetings of all area municipal Councillors at least annually to share information and discuss issues of common interest. greenindicator

 

greenindicator   Strong progress achieved   2011-2014 Strategic Plan (PDF)
yellowindicator   Moderate progress achieved   2011-2014 Strategic Plan (RTF)
redindicator   Progress needed   2011-2014 Strategic Plan (Flash)