Centralizing Customer Service: Building Thunder Bay’s One-Stop Shop
We’re creating a single, easy way to connect with City services—online, by phone, and in person!
What We’re Building (at a glance)
A centralized “one-stop” Customer Service Division that is accessible, efficient, and responsive. Key outcomes include quicker answers, fewer hand-offs between departments, and better follow-up on requests.
Why it matters
Without centralization, residents face inconsistent service and longer wait times; a one-stop model streamlines channels and improves satisfaction.
How You’ll Reach Us
We’re evaluating one easy contact point for all inquiries by phone, one centralized email and a walk-in counter at a centrally located, accessible space.
What Services Could Be Included?
We’re exploring a broad set of front-line services residents commonly use, such as:
- Municipal information & by-laws, taxes & billing, permits & licensing
- Waste, water/sewer, roads, streetlights – issue reporting & updates
- Recreation & community programs
- Civic participation information – public meetings, elections, volunteer opportunities
Tell us which services you most want at the counter/phone/online—and why.
How to Participate
Take the survey – We will have several surveys throughout the process for you to share with us what matters most in your customer service experience with the City.
Share your ideas or ask a question – Email us with your suggestions for services, hours, or features that would help you.
Join a focus group – We’re hosting focus groups where residents can share their experiences and ideas about our overall customer service.
Why participate?
Share what’s working well and where we can improve
Be part of building a better experience for everyone
Your input will make a difference. Thank you for helping us serve you better!
Spots are limited, so please register in advance to take part. Email Dana.Earle@thunderbay.ca to register.
| Seniors (ages 60+) | Youth (ages 18-29) | Adults (ages 30-59) | Persons with Disabilities | Indigenous Community |
|---|---|---|---|---|
| Wednesday, December 3 | Monday, December 8 | Thursday, November 6 | Friday, November 21 | Friday, December 5 |
| 10-11am | 6-7pm | 6-7pm | 10-11:30am | 9:30am-12pm |
| Location: Mary J.L. Black Library, 901 Edward St. S., Community Programming Room | ||||
Accessibility, Privacy & Inclusion
Accessibility: We’re designing for everyone—AODA-compliant spaces, documents, digital tools, and TTY/phone options.
Privacy: Our systems will follow provincial privacy legislation and City privacy practices when handling personal information.
Inclusive service: Training, supports, and engagement with diverse communities are core to this work.
How We’ll Measure Success
- Faster response and wait times
- More issues resolved at first contact
- Customer satisfaction and accessibility feedback
- Service uptake across channels (in-person vs. digital)
- Staff training completion and quality checks
Who's Listening
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Phone 807-633-0133 Email Dana.Earle@thunderbay.ca