Customer Service Update

In May 2025, The Hamiltonian conducted an interview with City Manager Marnie Cluckie  that addressed several matters of public interest concerning the City of Hamilton’s operations and service delivery. That interview can be found here: http://www.thehamiltonian.net/2025/05/promises-promises-or-finally.html

We followed up with Ms. Cluckie, in light of the progress made wit the recent implementation of the city's new online customer service portal. . Here is our Q/A. 

Ms. Cluckie:

In May 2025, The Hamiltonian conducted an interview with you that addressed several matters of public interest concerning the City of Hamilton’s operations and service delivery. That interview can be found here: http://www.thehamiltonian.net/2025/05/promises-promises-or-finally.html 

At the outset, we would like to extend our congratulations to both you and Mayor Andrea Horwath on the recent implementation of the City’s new online customer service portal, which has been presented as a tool intended to allow residents to access municipal services conveniently, anytime and from anywhere. 

During the May 2025 interview, Question 5 focused specifically on customer service and the City’s efforts to improve service standards. At that time, you advised that a comprehensive customer service strategy had been approved as part of the City’s 2024 budget. You noted that although the rollout had experienced a temporary delay, the initiative was back on track. 

You further indicated that the work associated with this initiative would include the development of formal customer service standards, defined service targets, and publicly reported performance measures designed to enhance accountability and transparency in the delivery of municipal services. 

In that same interview, you stated that the City intended to issue a Request for Proposal (RFP) “shortly” to engage a specialized firm to assist in the development of this strategy. 

In light of the recent launch of the online customer portal, we would appreciate clarification on the following matters: 

1. Is the new online customer portal a component of the broader customer service strategy referenced in our May 2025 interview? If so, could you explain how the portal fits within the overall framework of that strategy? 

2. Can you advise which firm  was  selected through the RFP process to undertake the work referenced above? 

3. What is the current status of the work associated with the development of formal customer service standards, service targets, and publicly reported performance measures? 

4. Have these standards, targets, and performance measures now been completed and implemented? If so, could you please share the relevant documentation or direct us to where this information is publicly available?  

5. If this work has not yet been completed, could you please explain the reasons for the delay and provide an updated timeline for when the public can expect these elements of the strategy to be finalized?

  We respectfully request that each question be addressed individually and with sufficient detail to ensure that the responses clearly and directly answer the questions posed.

Although we did not receive a reply from Ms. Cluckie directly, we did receive the following reply, attributable to the City of Hamilton more broadly. The Hamiltonian applauds the city for continuing to make progress on this front, and we will follow up, as the efforts progress.

This is the city's response:  

The My.Hamilton portal represents the first phase of a broader effort to improve how residents access City services and is an early step toward the City’s Customer Experience Strategy.

It is a foundational element that will inform the Customer Experience strategy, focused on improving accessibility, convenience and service responsiveness for residents.

The portal is designed to remove barriers and make it easier for residents to connect with the City by providing a centralized online space for the services they use most often. As the platform evolves, additional services and features will be added over time to expand its functionality and value for residents. The my.hamilton.ca portal adds another way to access services, but phone and in‑person service will remain available. 

Over time, this will help the City track how services are being used, spot issues sooner and make faster, more informed decisions. In turn, this will support more efficient service delivery, improve response times and provide better value for taxpayers.

More broadly, the Customer Experience Strategy aligns with this Term of Council’s priority to increase responsiveness and transparency through initiatives that improve response times, accessibility and overall public satisfaction as well as modernize city services. 

The firm selected to support the development of the City’s Customer Experience Strategy was Experience Advisors, following a competitive Request for Proposal process. This work is currently underway. 

Work on service standards, targets and public performance measures is currently underway and has not yet been completed. Experience Advisors will build on the groundwork already completed by City staff to establish consistent service standards and clear performance measures that can ultimately be shared publicly.

The City also took a phased approach to this work to ensure the strategy reflects the recommendations of the Mayor’s Task Force on Transparency, Access and Accountability as part of our commitment to improving transparency and building public trust. This approach allows the City to build a strong foundation while incorporating resident feedback and best practices.

As it relates to timelines, interim recommendations are anticipated to be shared in mid-2026. A full Customer Experience Strategy and implementation roadmap is expected to be presented to Council in spring 2027. Once confirmed, performance measures and reporting will be made publicly available.

Together, this work will help improve service consistency, accountability and how residents access City services.

The Hamiltonian thanks Ms. Cluckie and the City for this update!