Customer service should be the town’s focus, council heard at their committee meeting Monday afternoon.
Chief Administrative Officer Fareed Amin presented a plan during the strategic initiatives committee meeting this week to rejig town departments to refocus on customer service through a new Service Collingwood model.
“This is not about shame and blame, it’s about moving and improving,” said Amin.
According to the staff report and presented to the committee by Amin, the needs of Collingwood residents are changing.
“Residents and businesses deserve better, more convenient and efficient ways to access town services – whether it is through a mobile device sitting in their living rooms after dinner or a seasonal resident being able to obtain a permit to build a deck through extended hours of operation,” reads the report. “The ability to offer town services through multiple mediums is not only desirable but an imperative.”
Under the new structure, a new department that would oversee customer service – called Service Collingwood – would include a new executive-level position to lead an integrated customer service initiative across the organization. A number of other corporate services such as human resources, IT, fleet and facilities, communications and marketing would be bundled in the new department.
“Inspection and enforcement functions would also be consolidated across the organization,” reads the report. “The expanded unit within the planning and building services department will facilitate cross-training and support that will benefit from some of the common skills and synergies that are relevant to both building inspectors and bylaw enforcement officers.”
The new structure would also see accountability and oversight become the priority for clerk services. That office would also be responsible for the coordination of legal advice across the organization.
According to Amin, the bottom line is that the customer comes first.
“This kind of seamless customer service is what we’re looking at creating across the corporation,” he said.
Coun. Yvonne Hamlin said she appreciated the creative solutions presented for reorganizing the town.
“The focus on customer service... that’s really what we’re all about here. I think that’s appreciated,” she said.
“What kind of message are we trying to send by taking economic development out of one portfolio and moving it into planning?” asked Coun. Mariane McLeod. “What I hear from residents is that we’re too pro-development as it is. I’ve heard that around this table. Is that a concern about the message we’re sending, or is this more about business and less about residential development?”
Amin responded saying it wasn't a pro or anti-development message.
“This is about putting a spotlight on investment and attraction and showing that there is maximum co-ordination between proposals we receive for investment. The synergies between planning and economic development is optimized by having these departments together,” said Amin.
According to the report, $500,000 has been included in the 2019 draft operating and capital budgets to facilitate the initial implementation of the proposed changes (for example, new positions, technology and equipment). The report states that it is anticipated there will be annual savings in subsequent years through efficiencies, better coordination of services, and future attrition.
Committee voted unanimously to refer the recommendation to the next meeting of council.
