Centralized Customer Service Review Recommendations Endorsed

On September 27, 2021, the General Government Committee of Clarington received Report CAO-009-21, which outlines the Centralized Customer Service Review prepared by the Customer Service Professionals Network (CSPN). The committee endorsed in principle the recommendations from the review. The council directed staff to review these recommendations and prepare an implementation plan to establish a centralized customer service model. Additionally, any new costs associated with this implementation plan will require prior approval from the council. The committee also directed staff to support a letter from the Region of Durham, dated August 11, 2021, which proposes that 311 calls made within municipal boundaries be routed to the Region to address geographic exchange boundary gaps. The vote on this resolution was carried with four in favor and one against .