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!

The House of Horwath- No Preferential Treatment

Those who follow Hamilton’s civic landscape will be aware that Mayor Andrea Horwath has been under scrutiny in connection with a residential property she owns on West Avenue North.

The matter first came to public attention following an engineering report commissioned by the Mayor, which concluded that the structure was unsafe and recommended that it be vacated and demolished. The City of Hamilton subsequently issued an emergency order to that effect.

Since then, the situation has evolved, though it remains unresolved.

In parallel, social media commentary has intensified, with allegations circulating that the Mayor may have received preferential treatment from City staff by virtue of her office.

The Hamiltonian has deliberately not engaged in speculation. Our approach remains grounded in verification over conjecture. That said, the volume and persistence of public discussion underscore the level of community interest in this matter.

In previous outreach, we contacted both the Mayor and her legal counsel. In December 2025, her lawyer provided the following response:

“Thank you for reaching out. This is a long-standing legal matter, and my client has been attempting to resolve it through the proper channels for many years. Because it is a personal and ongoing process, we will not be commenting further at this time.”

The Mayor has not responded to subsequent inquiries, which is consistent with  legal advice.

Most recently, The Hamiltonian reached out to Robert All, Senior Director within the City’s Planning and Economic Development Department. Based on his portfolio—which includes property enforcement and liens—we sought clarification on whether there had been any involvement from the Mayor’s Office in this file beyond standard administrative processes.

Specifically, we asked:

“Can you confirm whether you or any member of your staff have received any direction, communication, or input from the Mayor’s Office—and/or the Mayor directly—regarding this file, beyond what would occur in the ordinary course?

We would welcome any additional context you feel would assist in assuring the public that this matter is being handled independently and in accordance with standard City practices.”

We did not receive  a direct response from Mr. All. Rather,  the City provided the following statement, to be attributed to “the City of Hamilton”:

“All properties are subject to the same processes and requirements under applicable by-laws and legislation. City staff carry out their responsibilities in accordance with these established processes, and all matters are addressed consistently and without preferential treatment.

The City is committed to applying these processes fairly and transparently across all properties.”

On its face, the City’s statement is clear: the Mayor has not received preferential treatment.

Whether that assurance satisfies public concern is ultimately for readers to determine. What remains essential, however, is that matters of public interest—particularly those touching on governance, transparency, and accountability—continue to be addressed with clarity and evidence.