Through a number of new initiatives, the City of Saint John is committed to providing an enhanced customer support experience for those who live and do business in the city. Our customer service team is the link between residents, businesses and the services the City provides.
In the past, customer service was provided by individual departments at various locations throughout the City. In 2015, the City brought Building, Planning and Infrastructure services under one umbrella creating the One Stop Development Shop. One Stop is a great success and ensures that developers, builders and homeowners have easy and convenient access to these services in one place.
This “one stop” customer service concept has expanded to encompass all City services. The City of Saint John is excited to provide convenient access to City service to Saint John citizens and businesses through a variety of channels – in-person, telephone, email, web portal or mobile devices/apps.
The City continues to work towards the enhancement of municipal service delivery through:
- Establishment of a Dedicated, Integrated Team
Employees have come together from all areas of the organization to form the Customer Service Centre bringing with them their knowledge and experience. This dedicated team is central to providing consistent, timely and quality responses to customer requests for information and assistance with services and programs offered by the City of Saint John.
- Convenient In- Person Access
The new Customer Service Centre is located on the Ground Floor of City Hall, at 15 Market Square, which is accessible through the Main Entrance or via the elevator on the Pedway Level of the Shoppes of City Hall. At the Centre, customers can make payments, get information on City services or meet with the Development Team all in one place. Customer Service staff at the Reception Desk are also available to check in visitors to City Hall who have meetings with City staff.
Through self-serve directories, users can find the information they are looking for using the “Wizard” as their guide.
- State of the Art Customer Relationship Management(CRM) Technology
In the coming months, the City will introduce a new Customer Relationship Management software solution to modernize customer service delivery through centralized service request tracking, call recording, enhanced work prioritization and improved workflows and processes. This new system features detailed reporting and analytics which facilitates better decision-making for operations and future planning.
The new CRM will also provide a Customer Web Portal a convenient and easy-to-use method for submitting and checking the status of service requests.
- One Telephone Number for City Services – 658-4455
The City of Saint John will move to a one-telephone number access system for all departments, inquiries, complaints, etc.