Service First Contact Centre (SFCC) Wins Award for Excellence in Service Transformation
Waterloo Region – The Service First Contact Centre (SFCC) has received the prestigious Excellence in Service Transformation award from Municipal Service Delivery Officials (MSDO), a national organization that brings together senior service delivery professionals from public sector organizations. This award highlights the transformation of the contact center operations, a strategic initiative that has enhanced how we deliver services to residents.
"The hard work and dedication of our SFCC team and their commitment to excellence and innovation has been instrumental in achieving this award,” said Regional Chair Karen Redman. “Congratulations to everyone involved in this remarkable transformation. Your efforts are appreciated and have set a new standard for service delivery in the community."
In 2023, SFCC embarked on a critical journey to modernize customer service operations, transitioning from traditional telephone and email communications to digital platforms. This included the implementation of a chatbot and Interactive Virtual Agent (IVA), coupled with state-of-the-art queue management technology. This shift not only streamlines operations but improves customer satisfaction without compromising the quality of service. Residents now enjoy enhanced accessibility and responsiveness, significantly reduced wait times and increased overall service satisfaction.
“This award is a testament to our team's hard work and dedication to pushing the boundaries of digital transformation in customer service. We are setting a new standard for excellence and laying the groundwork for long-term enhancements and scalability,” said Amber Sare, director of talent acquisition, client experience and solutions.
The new platform is foundational for continued digital service transformation across the organization. This award reflects SFCC’s dedication to innovation, setting a new benchmark in digital customer service and ensuring the organization continues to meet the evolving needs of residents in the digital age.
“I extend our heartfelt thanks to all the team members, stakeholders, and partners participating in this transformative journey,” Sare concluded. “Your commitment and collaborative spirit have been crucial to our success. We continue to strive for excellence and innovate for a better tomorrow.”
Fast Facts
- In 2023, SFCC transitioned from traditional telephone and email communications to advanced digital platforms, including a chatbot and Interactive Virtual Agent (IVA).
- The new system has significantly reduced wait times and improved overall service satisfaction.
- The initiative began with the three highest-volume services and will expand in 2024 and beyond.
- The new platform is foundational for continued digital service transformation across the organization.
About the Service First Contact Centre (SFCC)
The Service First Contact Centre (SFCC) is dedicated to delivering exceptional customer service to the residents of Waterloo Region. By leveraging advanced technologies and innovative solutions, SFCC strives to enhance accessibility and responsiveness, ensuring high satisfaction and engagement levels. The center's commitment to excellence and continuous improvement sets a benchmark for digital transformation in the public sector.
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