Trust and Confidence Report

Citizen and Customer Service Profile

The City of Hamilton is committed to providing sensational and accessible in-person counter, telephone and email service to all residents, businesses and visitors including:

  • 546-CITY (Customer Contact Centre) and [email protected] respond to citizen municipal service inquiries via email and telephone as well as provides after-hours support for municipal emergencies such as watermain breaks, road closures, and concerns regarding public safety.
  • Municipal Service Centres (in-person counter service): provides citizens with access to a wide variety of municipal services at convenient and accessible locations throughout the City. Services include acceptance of payments for property taxes, animal licensing, parking and traffic tickets, transit tickets and passes, marriage licenses, burn permits, etc.

Service Details

Type of Service

  • Public facing

Related Subservices

  • 546-CITY (Customer Contact Centre)
  • Municipal Service Centres (In-person counter service)
  • [email protected] (Email inquiries)

Rationale

  • Legislated
  • Council By-law

Primary Funding Sources

  • Net Levy

Service Level

  • At standard
  • The Customer Contact Centre meets the Council approved grade of service for all inquiries.
  • Municipal Service Centres meets the Council approved service level and service accessibility expectations.

Service Level Source

  • Council Approved Policy or Service Standard

 

Performance Measures

How Much Did You Do? (volume)


2018 January - September

  • Customer Contact Centre-Number of Phone Calls (updated quarterly): 470,212
  • Municipal Service Centre-Total Number of Transactions (updated quarterly): 80,188
  • Customer Contact Centre-Number of Phone Calls: 448,885
  • Municipal Service Centre-Total Number of Transactions: 106,389
  • Customer Contact Centre-Number of Phone Calls: 443,771
  • Municipal Service Centre-Total Number of Transactions: 111,147
  • Customer Contact Centre-Number of Phone Calls: 476,207
  • Municipal Service Centre-Total Number of Transactions: 112,514

Strategic Plan Priority - Our People & Performance