Hello! We are at your service.
Service to citizens has changed significantly over the last hundred years, but never more than in recent memory. Adopting new technology has presented new possibilities and expectations for how we all engage with city services.
To meet the evolving needs of our citizens, we're launching our new service delivery model: At Your Service, Niagara Falls. This model represents a new and improved approach to providing service. It focuses on eliminating guesswork and making accessing the right people and information easy using the channels you prefer. Our goal is to help you get things done quickly, simply, and seamlessly.
The City of Niagara Falls is looking to continuously improve how the organization delivers services and engages with members of the public. In November 2023 the Council approved a Customer Service Strategy.
The At Your Service Model:
City staff are the heartbeat of our new service delivery model. We will ensure our team has the tools, training, and information they need to offer friendly and responsive service.
We will introduce a new Customer Relationship Management (CRM) system to handle service requests. This system will help us track and communicate our progress on requests.
We will implement clear service standards to ensure consistency, measure our progress and inform the public when their requested services will be delivered.
We will create more opportunities for citizens’ ideas and feedback to help us shape our services and meet their needs.
In bringing the At Your Service vision to life, we're starting a citywide shift that will touch most aspects of our business operations and service delivery. It won't be easy and won't happen overnight, but it's already underway to bring into focus a new and better way for citizens to engage with us on their terms as one city.
At Your Service, Niagara Falls starts today, and where it goes tomorrow has a lot to do with you. To better understand and address the needs of our customers, residents and businesses are invited to share their thoughts on customer service in the City of Niagara Falls. Feedback will inform the Corporate Customer Service Standards.
We need your input!
Please take our survey below by Wednesday, April 30, to share your feedback!
