Strategies
Customer Experience Strategy
Contact Us
Kim Adrovez
Manager, Continuous Improvement & Customer Experience
Email [email protected]
Call 905‑546‑2424 ext 2921
Notice of Collection and Use of Information
The City of Hamilton collects personal information under authority of Sections 10 and 227 of the Municipal Act, 2001. Any personal information collected through surveys, workshops and other engagement activities for the Customer Experience Strategy will be used to help the City of Hamilton understand community experiences and identify opportunities for improvement. Participation is voluntary and any personal information collected will be handled in accordance with applicable privacy legislation.
By providing your contact information, you are consenting to receiving emails from the City of Hamilton and/or City’s consultant, Experience Advisors, who has been retained to support the development of the Customer Experience Strategy. The information you provide may also be shared with the consultant. All information will be used in an aggregated and confidential manner to inform analysis, recommendations and decision-making.
Questions about the collection of your personal information can be directed to the Manager of Community Initiatives, Communications and Community Engagement Division, City of Hamilton, 71 Main Street West, 2nd Floor, Hamilton, ON, L8P 4Y5, [email protected] or 905-546-2424 ext. 5702.
Engage Hamilton
We want to hear from you!
We are gathering feedback from residents, businesses, and staff to identify what is working well and where there are opportunities for improvement.
To ensure everyone has a voice, we encourage everyone who interacts with the City to share their feedback and help us understand their overall experience with the City.
People First. Public Service Excellence. Improvements Every Day.
These principles guide how the City of Hamilton serves residents and businesses. As part of this commitment, the City is developing a Customer Experience (CX) Strategy, a city-wide approach informed by community input to improve how people access information, services and support from the City.
The goal is to make every interaction with the City simpler, more consistent, inclusive, transparent and easier to navigate, whether people connect with us online, by phone or in person.
Together, we all play a role in creating better experiences for everyone.
A Plan for Improving Customer Experience
Every interaction with the City matters. Whether visiting a facility, registering for programs, finding information online, paying a bill, reporting an issue or applying for permits, these interactions shape how people experience their City and the services they rely on.
The Customer Experience (CX) Strategy will help the City better understand these experiences and identify where improvements are needed. By gathering input from residents, businesses, and staff, this work will support a more connected and people-focused approach to how the City communicates and interacts with the community.
The Strategy will help the City set clearer service standards, improve access to information, strengthen communication and create more consistent experiences across departments and service channels.
Why This Project Matters
A positive customer experience is essential to building trust and delivering effective public service. This work responds to:
- Feedback from residents, businesses, staff, and community partners
- The need for more consistent approaches across departments
- Lessons learned from recent challenges and service pressures
- The importance of strengthening public trust and confidence
- The need to make City services easier to access, understand and navigate
The CX strategy will help the City:
- Improve interactions across departments and channels
- Make it easier to access information and support
- Create a more consistent experience for residents
- Use feedback and data to guide practical service improvements
This work also supports Council’s 2022–2026 Strategic Priority: Responsiveness and Transparency.
How can this improve your experience?
This project is about making everyday interactions with the City simpler, faster, and seamless. Whether you are looking for information, requesting a service, or reaching out for support, the CX Strategy is designed to make those moments easier to navigate and more consistent — no matter how you choose to connect.
Residents, businesses and visitors can expect a stronger focus on:
- clearer information,
- smoother processes,
- more consistent responses
- better access to support
- fewer frustrations when reaching out to the City
Your voice will help shape these improvements. By listening to feedback and using data, the City will better understand what is working, where barriers exist and what changes would make the greatest difference.
The result will be a more responsive, transparent and people-focused City experience that saves time, builds trust and makes it easier to engage with us.
Customer Experience Strategy
Frequently Asked Questions (FAQs)
A Customer Experience (CX) Strategy is a plan to improve how people experience interactions with the City. It provides a consistent approach to communication and outlines practical steps to make those experiences easier and more user-friendly.
The strategy will help the City:
- Create more consistent experiences across departments
- Improve access to information and support
- Strengthen communication with residents
- Address common challenges and pain points
- Support ongoing improvement using feedback and data
- Set clearer service standards across departments and service channels
The City is working to improve how residents and businesses experience their interactions.
The strategy will establish a shared vision for creating more accessible, consistent and user-friendly experience across our channels and services, regardless of how residents choose to interact with the City. As expectations evolve and the community grows, this work ensures a more coordinated approach that is easier to navigate and better meets people’s needs.
This work is also about strengthening trust, improving transparency and using feedback to guide practical service improvements.
You can participate by completing surveys, taking polls, joining workshops, and sharing your feedback and experiences.
The survey is open from June 22 to July 10, 2026.
Visit Engage Hamilton to complete the survey, share your ideas or stories, and learn about available workshops and in-person listening activities.
Your feedback will help identify what is working well, where challenges exist, and what matters most. It will inform decisions, guide improvements, and support ongoing evaluation of the customer experience.
Yes. Updates, findings, and opportunities to participate will be shared on this page throughout the project. The City will report back on what was heard through engagement and explain how feedback helped inform the Customer Experience Strategy.
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