Modernize Service Delivery
Outcome: Our services are easy to access and service requests are met through each interaction.
Measurement: Improved internal and external experience with respect to service access and service outcome
The Region of Peel's External Client Satisfaction Survey results revealed that ease of access to services and service outcomes, regardless of the channel of choice, are now the strongest drivers for overall satisfaction. This Term of Council Priority focuses on strategies where client satisfaction can be meaningfully improved by enhancing the user's digital access and experience.
In 2017, we:
Modernized multi-channel service delivery, built platforms for integration and increased service capacity, including:
- Developed a Region of Peel Digital Strategy to focus on providing engaging and seamless resident and employee service experiences through sustainable and integrated business and technology modernization.
- Developed an e-Bidding platform to allow purchasing documents to be submitted and processed electronically, removing the need for physical paper copies to be submitted.
- Increased mobile-friendly pages on peelregion.ca for ease of access to frequently requested pages.
- Developed a modernized Families First program which integrates processes to improve service delivery to clients.