Customer Experience Strategy

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Every interaction with the City matters. Whether visiting a facility, registering for programs, finding information online, paying a bill, reporting an issue or applying for permits, these interactions shape how people experience their City and the services they rely on.

The City of Hamilton is developing a Customer Experience Strategy to improve how residents, businesses, visitors and community partners access information, services and support. The Strategy will help create a more consistent and user-friendly experience across City services, whether people connect with the City online, by phone or in person.

How to participate

Your voice matters! We want to hear what is working, what is challenging and what would make your experience with City services better. The survey is open until July 24, 2026.

There are several ways to participate:

Your feedback will help the City understand what matters most to the community and where improvements would make the greatest difference.

Why this matters to the City

Providing you with positive and better customer experience helps build trust and confidence between you and your City.

The Strategy will establish a shared vision for creating more accessible, consistent and user-friendly experience across our channels and services, regardless of how residents choose to interact with the City. The strategy will build on the City’s ongoing commitment to accessibility, inclusion and plain language and will provide a foundation for ongoing service improvements to help us respond effectively to evolving community needs and expectations.

This Strategy will help the City:

  • Improve customer interactions with you across various City departments
  • Make it easier for you to access information and support
  • Ensure consistent experience across all service channels
  • Use feedback and data to guide practical improvements

How this can improve your experience

This project is about making your interactions with the City simpler, faster and seamless. Whether you are looking for information, requesting a service, or reaching out for support, the Customer Experience Strategy is designed to make those moments easier to navigate and more consistent – no matter how you choose to connect with us.

You can expect a stronger focus on:

  • Clearer information
  • Smoother processes
  • More consistent responses
  • Better access to support
  • Fewer frustrations when navigating City services

Most importantly, your voice will help shape the improvements on the experiences. By listening to feedback and using real data, we are working to better understand your needs and continuously improve customer experience.

The result will be a more responsive, transparent and people-focused experience that saves time, builds trust and makes it easier to engage with the City.

Join the community conversation and help us shape how we deliver services to the community!

Who Is This For

This project is for anyone who interacts with the City, including:

  • Residents
  • Businesses
  • Community organizations
  • Visitors

Whether your experience is recent or ongoing, your feedback will help improve how people engage with the City across all touchpoints.

Every interaction with the City matters. Whether visiting a facility, registering for programs, finding information online, paying a bill, reporting an issue or applying for permits, these interactions shape how people experience their City and the services they rely on.

The City of Hamilton is developing a Customer Experience Strategy to improve how residents, businesses, visitors and community partners access information, services and support. The Strategy will help create a more consistent and user-friendly experience across City services, whether people connect with the City online, by phone or in person.

How to participate

Your voice matters! We want to hear what is working, what is challenging and what would make your experience with City services better. The survey is open until July 24, 2026.

There are several ways to participate:

Your feedback will help the City understand what matters most to the community and where improvements would make the greatest difference.

Why this matters to the City

Providing you with positive and better customer experience helps build trust and confidence between you and your City.

The Strategy will establish a shared vision for creating more accessible, consistent and user-friendly experience across our channels and services, regardless of how residents choose to interact with the City. The strategy will build on the City’s ongoing commitment to accessibility, inclusion and plain language and will provide a foundation for ongoing service improvements to help us respond effectively to evolving community needs and expectations.

This Strategy will help the City:

  • Improve customer interactions with you across various City departments
  • Make it easier for you to access information and support
  • Ensure consistent experience across all service channels
  • Use feedback and data to guide practical improvements

How this can improve your experience

This project is about making your interactions with the City simpler, faster and seamless. Whether you are looking for information, requesting a service, or reaching out for support, the Customer Experience Strategy is designed to make those moments easier to navigate and more consistent – no matter how you choose to connect with us.

You can expect a stronger focus on:

  • Clearer information
  • Smoother processes
  • More consistent responses
  • Better access to support
  • Fewer frustrations when navigating City services

Most importantly, your voice will help shape the improvements on the experiences. By listening to feedback and using real data, we are working to better understand your needs and continuously improve customer experience.

The result will be a more responsive, transparent and people-focused experience that saves time, builds trust and makes it easier to engage with the City.

Join the community conversation and help us shape how we deliver services to the community!

Who Is This For

This project is for anyone who interacts with the City, including:

  • Residents
  • Businesses
  • Community organizations
  • Visitors

Whether your experience is recent or ongoing, your feedback will help improve how people engage with the City across all touchpoints.

  • Register for a Virtual Customer Journey Mapping Workshop

    What is a Customer Journey Map? A visual tool that captures the experience a resident has when interacting with a City service. It starts from the moment they realize they need something, to when their need is resolved. It looks at what residents are doing, thinking and feeling at each step. It helps identify what's working well and where things could be better.

    How can I participate? Workshops are open to Hamilton residents who have recently used or tried to access a City service. Each workshop is one hour and will be held virtual in a small group with other Hamilton residents. The City's external consultants, The Experience Advisors (XA) will be facilitating these sessions on behalf of the City, guiding the conversation and walking everyone through a few questions and activities to map out the service experience together. Sessions are informal and open to everyone.

    Notice of Collection and Use of Information: The City of Hamilton collects personal information under authority of Sections 10 and 227 of the Municipal Act, 2001. Any personal information collected through surveys, workshops and other engagement activities for the Customer Experience Strategy will be used to help the City of Hamilton understand community experiences and identify opportunities for improvement. Participation is voluntary and any personal information collected will be handled in accordance with applicable privacy legislation. By providing your contact information, you are consenting to receiving emails from the City of Hamilton and/or City’s consultant, Experience Advisors, who has been retained to support the development of the Customer Experience Strategy. The information you provide may also be shared with the consultant. All information will be used in an aggregated and confidential manner to inform analysis, recommendations and decision-making. Questions about the collection of your personal information can be directed to the Manager of Community Initiatives, Communications and Community Engagement Division, City of Hamilton, 71 Main Street West, 2nd Floor, Hamilton, ON, L8P 4Y5, michael.spagnolo@hamilton.ca or 905-546-2424 ext. 5702.

    Complete Form
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Page last updated: 08 Jul 2026, 10:44 AM