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City of Burlington Takes Next Step to Enhance Customer Experience


Please see below a media release issued by the City of Burlington.

Burlington, Ont. — Nov. 14, 2019 — In September, Burlington City Council approved a new organizational design that positions the City to meet its strategic goals over the balance of this term of Council and beyond. The initial change also signaled the City’s continued attention to the customer experience; one of those changes was the creation of a new Customer Experience Manager-Business Development.

“Moving forward with this new structure allows the City to provide a more robust, co-ordinated and seamless customer experience to our residents and businesses. Customer experience to me means the experience our customers have during all points of contact with the City — from walking through the door to a welcoming environment, receiving service at the counter to going online and seamlessly accessing an online service. Our residents and businesses expect fast and convenient service and cities always have to evolve to meet those needs.” — Tim Commisso, City Manager

The next step in the City’s journey to strengthen the customer experience is Council approval of a new organizational structure and strategy dedicated to providing an excellent end-to-end experience for the City’s customers. This new structure will be accomplished by the creation of a new position, Executive Lead-Customer Experience, that will have an organizational wide lens for customer service.

Among the key responsibilities of the Executive Lead-Customer Experience will be to develop and implement an updated customer experience strategy, including the full implementation of an advanced Customer Relationship Management software, and establishing service standards through a “Customer Experience Commitment” for each department/service area.

Our new strategy to meet our customers needs will also mean establishing a new Service Burlington customer service centre on the main floor lobby of City Hall for customer interactions; and establishing a physical “one window” for development customers as result of the Red Tape Red Carpet Task Force recommendations recently approved by Council. That “one window” will also be located on the main floor lobby of City Hall.

Highlights of the organizational design changes include:

  • Angela Morgan has been named Executive Lead-Customer Service; she will also continue in her role as City Clerk until a new person is hired;
  • A public recruitment process will begin in the near future for a new City Clerk;
  • A new Manager of Customer Experience position will be created; and
  • The new positions will be managed within the existing staff complement.


These changes are part of the City of Burlington’s continued evolution to a more customer-centric organization, and set us up to better deliver on our Vision to Focus four-year plan. I look forward to seeing the positive impact this new structure will have on our goal to consistently provide exceptional customer service to the community.


*Posted by John Bkila, the Mayor’s Media and Digital Communications Specialist

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