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City upgrading Call Centre phone system, implementing new website and customer service standards

April 10, 2017 - The City of Kawartha Lakes will see improvements to customer service technology and processes in 2017.

The first improvement to roll out is upgrades to the City Call Centre telephone system to provide enhanced functionality and improved performance. Over the past few years, telephone upgrades have occurred throughout many parts of the City. These new changes will enhance the Call Centre which is accessed by dialing 705-324-9411. Along with this upgrade, a self-service directory of commonly accessed City departments will be available.

"Effective May 2017, the City's main phone message will include a directory that will allow direct access to our most commonly called departments," said Lee Anna Thornbury, Manager of Customer Services. "Customers will continue to have an option to dial 0 to speak with a Customer Service Representative at any time during the message."

Another improvement is the creation of Corporate customer service standards that will be presented to Council in June. In 2016, the City announced a commitment to develop customer service standards across three main channels of communication - phone, in person and online. These standards are being developed with input from stakeholders, both internal and external.

To allow for more convenient online service, later this summer will see the launch of new City, Library and Tourism websites. The websites will allow for enhanced online services such as e-commerce, subscriptions to news and updates and a robust community calendar.

Members of the public are welcome to share comments or suggestions about the City's customer service through the website at www.city.kawarthalakes.on.ca (click on "Contact Us" in the top right hand menu), in person with Customer Service Representatives at any Municipal Service Centre, or contact Lee Anna Thornbury, Manager of Customer Services at 705-324-9411 extension 1201.

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For further information, please contact:

Cheri Davidson
Manager, Communications, Advertising and Marketing
705-324-9411 extension 1355
cdavidson@city.kawarthalakes.on.ca

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