Page 1

Customer Service Protocol


“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider on our business. He is a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.� Mahatma Gandhi


Message from Jon Each day we have the opportunity to deliver great service to our customers. Providing exceptional customer service is a key ingredient to our success in ensuring positive experiences with the City, and achieving corporate excellence within our organization. On behalf of your Executive Management Team, I am pleased to present to you The City of Barrie’s Customer Service Protocol. Inside this document, you will find tools and approaches to promote and foster positive interactions with the public. For many of you, the Protocol will be a useful reminder on the types of activities and behaviours that should be incorporated into our daily practices. The Customer Service Protocol is not just about providing customer service techniques. It creates and promotes a company culture that focuses on “Defining Service Excellence.” We all know the feeling when we have received great customer service, and that’s the kind of feeling that we want to provide our customers. The rollout of our Customer Service Protocol coincides nicely with the launch of our new corporate values which features “Service to Our Community” as one of our values. I encourage you to read through these pages for helpful hints and tips in “Defining Service Excellence.” Sincerely, Jon M. Babulic Chief Administrative Officer City of Barrie Central Ontario's Premier Waterfront Community


Contents 1.

Introduction – Defining Service Excellence at the City of Barrie ............................................... 1

2.

City of Barrie – Vision, Mission, and Values ........................................................................................ 2 City of Barrie Community Vision City of Barrie Mission Statement City of Barrie Values Service to our Community Achievement Integrity ........................................................................................................................................................... 3 Continuous Improvement Collaboration Dedication

3.

Defining Service Excellence – Standards ............................................................................................. 4

4.

Defining Service Excellence ....................................................................................................................... 5 Is there a difference between a “customer” and a "client”?

5.

Defining Service Excellence – Service Channels ............................................................................ 6 Telephone Directory Telephone – Standards and Tips ............................................................................................................. 7 Voicemail – Standards Recording Voicemail Greetings ............................................................................................................... 8 Sample Voicemail Greetings E-mail – Standards ........................................................................................................................................ 9 Using E-mail Effectively – Tips! ..............................................................................................................10 Sample Out of Office Notification for E-mail ...................................................................................11 Written Correspondence – Standards Writing Effective Correspondence – Tips! Visitors in Person .........................................................................................................................................12


6.

Accessible Customer Service ..................................................................................................................13 General Tips Providing service to a person with a visual impairment .................................................................14 Providing service to a person with a hearing impairment Providing service to a person in a wheelchair Providing service to a person with a mental health disability

7.

General Tips to Improve Your Customer Service ...........................................................................15

8.

Challenging Situations .............................................................................................................................17

9.

City of Barrie Service and Contacts - Who does what ................................................................. 18


Introduction – Defining Service Excellence at the City of Barrie

Se

Customers rely on City of Barrie services every day.

The purpose of this guide is to aid all staff with Defining

As municipal employees, it is our job to provide those

Service Excellence! You will find information about the

services effectively and courteously. It takes enthusiasm

City’s response time and service standards, tips to improve

and attention from each one of us, whether you work in

your service, and service contacts for the City of Barrie.

a front-line service role or behind the scenes. Each division / department / branch or function has its All of us interact with others – members of the public,

own service challenges and situations. All employees are

stakeholders, consultants, vendors, fellow staff members

expected to work with their supervisors and use their best

and more, each and every day. Those interactions

judgment in Defining Service Excellence.

involve anything from serving someone at a counter to simply providing directions. Each interaction makes an impression that reflects on the City.

1


City of Barrie Out Corporate Culture

Se

Our Community Vision

Achievement

The City of Barrie is an exciting, caring and progressive

We believe that working toward clear objectives

community we call home. We are committed to the

is the best way to meet our community’s needs-

growth and prosperity of Central Ontario’s leading city and

and the best way to invite engagement and

most dynamic waterfront community. Our community

participation from the people of Barrie. Therefore

is built on the diversity of its economy and vibrancy of its

we will:

people. • Align our work with the mission, the

Our Mission Statement The Corporation of the City of Barrie provides services and programs to build and support a prosperous, growing and sustainable community.

Our Values Service to our Community We believe our most important job is to provide the services and programs our community wants and needs. Therefore we will:

• Demonstrate that we understand the range of opinions and perspectives in the community by listening and asking questions • Meet service commitments • Be respectful, courteous and fair when dealing with people

2

vision and the strategic directions of the organization • Plan, communicate and then accomplish tasks and objectives • Act decisively and consistently • Meet deadlines


Integrity

Collaboration

We believe that our behaviours must withstand

We believe community objectives are best achieved

community scrutiny, earning trust and respect from

through joint efforts. Therefore we will:

anyone who observes our work. Therefore we will: • Build relationships in the community and • Be accountable for our actions • Operate in a transparent, open manner

within our own organization • Create common objectives with people in the organization

• Make decisions with the community in mind

• Act to support other groups’ projects and objectives where they will benefit the community

Dedication We believe a dedicated team that is empowered to learn, question, achieve and innovate will drive organizational success. Therefore we will: • Recruit and promote dedicated people • Create a stimulating work environment • Provide professional development opportunities and resources

Continuous Improvement We believe that our community benefits when we actively and continually seek opportunities for improvement.

• Recognize and reward good work, initiative and achievement

Therefore we will: • Think and act progressively • Promote thoughtful risk-taking • Learn from mistakes

3


Defining Service Excellence Standards

Se

The following table provides the customer service response protocols at a glance:

Method of Contact

Respond within…

Telephone

Three rings

Voice Mail

One business day

Acknowledge within one business day indicating when you will be able to provide a response.

E-mail

One business day

Acknowledge within one business day indicating when you will be able to provide a response.

One business day

Acknowledge within one business day indicating when you will be able to provide a response.

Greet immediately. Serve customers in the order that they arrived.

Acknowledge those waiting / in line.

(includes all forms of web-based communication)

Written Correspondence (includes letters and faxes)

In Person

Notes: •

The timelines in the standards are minimums; responses should be made sooner if possible.

Exceptions to the standards can be made (for example, for sales calls or correspondence) at the discretion of your supervisor/manager.

4

If you need more time to find the answer…


Defining Service Excellence

Se

Is there a difference between a “customer” and a “client”? We believe so. Some individuals utilize our services because they want to, while some have no choice as it relates to infractions and /or acquisitions of permits: • Customers are those who want a particular public service to be delivered. For example, a patron of a City of Barrie recreation facility or someone who is applying for a job that has been posted. • Clients are those who must comply with the rules and regulations that have been imposed. For example an individual attending court for a traffic infraction, or someone submitting payment for property taxes. Regardless of whether the person you are dealing with is a customer or a client, our values and standards remain the same.

5


Defining Service Excellence – Service Channels

Se

There are four main ways (service channels) in which customers access services from the City of Barrie. These are: • Telephone; • E-mail correspondence; • Written correspondence (letters and faxes); • In person. The next section provides general information, standards, and tips for each of the service channels.

Telephone Directory Calling…

When…

Standard

705-726-4242

Monday to Friday during business hours (8:00 am to 5:00 pm, excluding holidays)

Offers “live” switchboard services.

705-726-4242

After business hours (evenings, Two options: weekends, and holidays) 1. Obtain automated customer service information; or 2.

6

For emergency purposes which is answered by Barrie Fire & Emergency Service for immediate action, response, or referral.

705-739-4220

24 hours per day, 7 days per week

Provides an automated service opportunity for customers to dial the known staff extension number for contact, or to use the voice activated staff directory.

Direct Inward Dialing (D.I.D.) Numbers

During normal business hours

Provides direct access to some departments and specific municipal areas. This option is available rather than going through the live switchboard attendant. These numbers are listed in the “blue pages” of the Barrie and area phone book and are also available on InSite Barrie.


Telephone – Standards and Tips

Voicemail – Standards Frustration with voicemail is a common service concern.

Calls will be answered within 3 rings.

Here is what is expected of all staff :

When answering the phone, identify your department

Check messages regularly throughout the day.

Always return messages within one business day. If

and yourself.

you don’t have the answer, acknowledge the message

Be friendly, courteous and professional.

and indicate when you will be able to provide a

Smile! It really does come through in your voice.

All customers will receive an option for a live response during core business hours, 8:30 a.m. to 4:30 p.m. Monday to Friday, excluding statutory holidays.

response.

If your voicemail advises callers to “press zero” to reach a staff member immediately, ensure that this is the case.

You can retrieve your messages or change your greeting

Staff will make every attempt to limit transferring calls from one department to another, and attempt to address the problem as first point of contact.

from a remote location. Call 705-739-4220, enter extension 4000, enter your extension number and security code and follow the prompts.

When transferring a call, or putting a caller on hold, explain what you are doing (e.g. “I’m connecting you with…”). Also provide the caller with the phone number of the person you are transferring them to in case you lose the caller.

Never execute a “cold” transfer. When transferring a caller to another staff member, give as much detail as you can so that the caller does not have to repeat the reason for calling.

What happens if when transferring a caller er you orm receive voicemail or the line is busy? Inform the caller that the person they are trying to d reach is not available at the moment and ask whether they would like to leave a voicemail or leave their name and number with you to follow up later.

7


Recording Voicemail Greetings •

You must update your voicemail greeting every day with the current date.

Your greeting should state who you are, your department and the current date. If you are out, the greeting should indicate when you will return and how the caller can reach a live person.

Sample Voicemail Greetings Regular Message

Out of Office Message

“You have reached the voicemail for Kevin Smith from th

“You have reached the voicemail for Kevin Smith from the

the Finance Department on Thursday November 4 .

Finance Department. I am away from the office without

I am in the office today however will be in a series of

access to voicemail from November 1st to November 5th.

meetings throughout the morning. Please leave a

Please leave a detailed message along with your name

detailed message along with your name and telephone

and telephone number and I’ll return your call when I

number and I’ll return your call within one business day.

return to the office on Monday November 8th. If your

If this call is of an urgent nature, please press zero and

call is of an urgent nature or cannot wait until my return,

someone will be happy to assist you. Thank you and

please press zero and someone will be happy to assist you.

have a nice day.”

Thank you and have a nice day.”

8


E-mail – Standards •

Acknowledge e-mails within one business day. If you don’t have the answer, acknowledge the e-mail and indicate when you will be able to provide a response.

When an employee is out of the office or unavailable for longer than one business day, then an “out-ofoffice” notification is to be activated. Always indicate when you will respond to e-mails and provide an alternate contact for urgent inquiries.

Ensure that both the internal and external “out-ofoffice” notifications have been activated. Instructions on how to create your internal and external “out-ofoffice” notification can be found on InSite.

Standard corporate e-mail signatures must always be used. Instructions on how to create your corporate e-mail signature can be found on InSite.

Staff is encouraged to limit large attachments/files to e-mail correspondence to make electronic resources more effective. Large attachments/files should be handled by other means such as InSite, or hyperlinks to specific locations, where possible.

Customer inquiries that are received through the CityInfo e-mail address will be acknowledged within one business day providing information to the customer such as the department/branch and phone number that the inquiry has been referred to for appropriate action and response.

9


rule of thumb is that if you do use the cc field, the

Using E-mail Effectively – Tips! •

person receiving your e-mail should know why they are

Consider whether e-mail is the best way to

receiving a copy.

communicate the issue you have at hand. When communicating via e-mail, you do not have the tone of voice or body language to help get your

really need your message to be seen by each person

message across and that can lead to confusion or

who received the original message.

misinterpretations.

Like voicemail, check for new e-mails regularly

Reply to All Function – Only use Reply to All if you

Read Receipts – Use only when:

• your e-mail is urgent and you need to know

throughout the day.

when it was opened

• you are sending official documentation that you

Write, edit and proofread e-mail as you would any

need to track receipt of

other business communication.

Do not use any “chat line” lingo in your e-mail.

Use proper upper and lower case letters in e-mail

Urgent – E-mails are only to be marked “urgent” or “high importance” when a response is required within

correspondence. Avoid writing in all capital letters as this is the equivalent to SHOUTING!

a short timeframe (e.g. within two hours).

Calendar / Electronic Scheduler – It is very important to keep your Outlook Calendar up to date,

particularly for those trying to schedule meetings. If

Immediately forward messages received in error

your schedule appears clear, the assumption is that

to the intended recipient or notify the sender of

you are available.

the error.

Do not put anything in an e-mail that you would not be prepared to put in a memo or letter.

BlackBerry Guidelines – Some staff members are provided a BlackBerry to help balance the need to be available by e-mail throughout the day. In an effort to

Think before you hit “send”. Hold off for 24 hours on sending e-mail messages that could provoke an emotional response. Emotional responses sent in haste or anger resides indefinitely on file. All e-mails can be recalled, printed, altered and forwarded to third parties without the sender’s knowledge.

limit BlackBerry interruptions during meetings:

• staff members are encouraged not to monitor their BlackBerrys during meetings.

• if a staff member absolutely needs to monitor their BlackBerry, they should let

CC Function – If you use the “cc” function or are the recipient of an e-mail that you have just been cc’d on, the intent is that the information you have either sent or received is just for information purposes. A general

others know at the beginning of the meeting that they are awaiting an urgent e-mail.

• BlackBerrys and cell phones are to be set to "silent" during meetings.

10


Sample Out of Office for E-mail “Thank you for your e-mail. I am currently away from the

Writing Effective Correspondence – Tips!

office without access to e-mail, returning on Monday, November 8, 2010. If your inquiry is urgent and cannot

wait until my return, please contact John Doe at jdoe@

All correspondence must be professional, courteous and appropriately worded. Do not use short forms.

barrie.ca. Regards”

Written Correspondence – Standards •

Since all City related correspondence is considered a record of the City, it is important to remember that it can potentially be disclosed through Freedom of Information requests, litigation or audit proceedings, or other types of investigatory processes. This includes written letters, memos, invitations and faxes.

All correspondence must be free of spelling and grammatical errors.

Frame your statements in positive terms. Instead of writing “Your request is denied,” write “We have reviewed your application and have determined that you are not eligible because of [list the reason]. If you would like to discuss this, please contact [name of division or department] at 705-726-4242.”

Written correspondence, letters, and memos, etc. will be responded to within one business day. If more information is required, indicate when you will be able to provide a response.

Employees who receive invitations, written or verbal, will respond by the RSVP date advising their attendance or non-attendance.

11


Visitors in Person Walk-in visitors will be warmly received at reception counters at City of Barrie locations. It is imperative that staff be available to provide assistance during core business hours, Monday to Friday, 8:30 am to 4:30 pm.

Reception staff will immediately acknowledge the presence of customers waiting to be served by advising each visitor that they will be assisted as soon as possible.

Reception staff will attempt to respond to the visitor’s inquiry and provide the necessary information in a timely manner.

If the visitor’s inquiry requires an alternate staff member to respond, then reception staff will make the contact and request the employee’s attendance at the reception counter to assist.

Difficult and/or unusual circumstances may require the reception staff to escort the visitor to a conference area to discuss their concerns in private with appropriate staff.

12


Se Accessible Customer Service Here are some tips for providing superior customer service to people with disabilities:

General Tips: •

Always think of the individual person before

If you don’t know what to do in any situations, just

the disability. People are not defined by their

ask! The person who lives with the disability is the

disabilities and wish to be treated (as much as

best resource for information on whether or how

possible) like any other customer.

to help.

Ask a person if he or she would like your

Put yourself in the customer’s shoes. Think of how

assistance rather than assuming that they need

you would wish to be treated and keep that in

it. If the person would like your help, inquire as to

mind when dealing with a person with a disability.

how you can best assist them.

If a person refuses your assistance, don’t insist on helping them.

Respect the person’s determination of their own needs and level of autonomy.

Relax and smile as you would with any other customer. The more at ease you are, the more comfortable the person will feel.

Address the person directly, not the interpreter, attendant, or companion. Make eye contact with the person who has the disability.

13


Providing service to a person with a visual impairment •

Never touch a person who has a visual impairment without warning, unless it is an

conversations, radio, etc.

If help is wanted, offer your arm (the elbow) to guide the person.

Providing service to a person in a wheelchair •

Speak clearly, normally, not too quickly and avoid exaggerated lip movements or raising your voice.

emergency.

Eliminate any background distractions such as

Look at the person while speaking to him or her

Always ask before helping; sometimes assistance is not necessary or desired.

and do not assume that the individual cannot see you.

Always inform people before you begin a step in the process of helping (e.g. “I’m now going to tip

Ask the person if they would like their

your wheelchair back”).

surroundings described. This will help the person feel more at ease.

If you must leave the person alone, make sure to guide him or her to a door, wall, or piece of

Providing service to a person with a mental health disability •

Accept the person for who he or she is. Don’t

furniture to stand next to. This will help the

judge him or her based on pre-conceived notions

person stay spatially oriented.

of what a person with a psychiatric disability is like.

Providing service to a person with a hearing impairment •

own needs best. Face the person with a hearing impairment when you are speaking to allow a clear view of your mouth, as lip-reading is a primary method of communication for some people with hearing impairments. Always get the person’s attention before speaking to them.

14

Create a climate of confidence. Remain calm, relaxed and keep an open mind.

Ask the person how you can best facilitate communications. Each person knows of their

Ensure that the person understands you when you speak to them.

Consider the feelings of the person and behave accordingly.


General Tips to Improve Your Customer Service

Se

Not every encounter is going to go smoothly. In the

Know your limits. You also need to know where you

public sector, we are often put in a position of having to

have flexibility to “bend” the rules and when you need to

say “No” to enforce public policy or legislation. Sometimes

consult your supervisor or manager.

customers are already frustrated by the time they get to us.

Be fair…be consistent. You can’t create new rules to make one individual happy. You need to maintain your

Saying “No” nicely. Unfortunately you can’t please all

fairness with everyone and be consistent. Remember –

people, all of the time. You need to know when to say

people talk. When you change the rules for one person,

“no” and when to get help.

you will have others asking for exceptions.

Saying “no” is often the point at which a customer, who

If policies and procedures are getting in the way of

may not have been previously angry, will become upset.

serving your customers, talk to your supervisor about the

The way you mange the situation where you have to say

possibility of change. Let the customer know you have

“no” can prevent the person from becoming angry, or

noted their concern and will speak with your supervisor.

forming a negative impression of the organization. Say “no” positively by following these steps: • State what you can do, as opposed to what you can’t do. • Acknowledge that you have considered the customer’s request, and explain the reason behind your response. This will help the customer accept the response more readily. • Offer a helpful alternative if one is available. Be Informed. You need to know the policies, practices and procedures of your department so you can speak with confidence.

15


Use your EAR. The EAR formula sums up some of the listening skills that will help you provide good service. E – Empathize. Put yourself in your customer’s shoes. Show them you care. A – Acknowledge the importance of what the customer is saying. R – Rephrase. Put your customer’s needs in your own words. This demonstrates that you’ve listened and understood their needs and allows you to clarify the situation. Non-verbal cues (body language). It is important to realize the impact of non-verbal cues. Studies have shown that 55 percent of a message is communicated through body language, 38 percent is communicated through tone of voice, and just 7 percent is communicated through words. Take action and follow-up

Take ownership. Try to solve the problem on your own unless it is in the customer’s best interest for you to forward it to someone else. If you need to involve someone else, work together as a team; don’t just hand off the problem.

Do what you say you are going to do. When you commit to a course of action, your integrity and that of the City’s is on the line.

Set specific dates for follow-up. If possible, let the person know how things are progressing prior to the date committed.

16


Challenging Situations

Se

The following is a list of “do’s” and “don’ts” that may help you in challenging situations.

Do’s

Don’ts

DO prepare yourself by gathering all of the relevant information that is needed.

DON’T minimize the customer’s complaint or concern.

DO assume that the customer’s needs are legitimate and value what the customer is telling you.

DON’T put the customer down by responding in a condescending manner.

DO get at the root of the customer’s request, ensuring that you understand what they are asking for.

DON’T make assumptions that are not based on fact.

DO listen without interrupting when dealing with DON’T argue. complaining or angry customers. DO maintain an active listening approach that shows concern and understanding.

DON’T assume the customer is wrong.

DO monitor your attitude and remain courteous and helpful.

DON’T lose your positive attitude.

DO pause briefly before you respond, gathering your thoughts and keeping your attitude in check.

DON’T make promises you can’t keep.

DO make an empathy statement to show you really understand and care about the issue or concern at hand.

DON’T take a customer’s complaint or anger personally.

DO allow the customer time to vent. Sometimes this is all that is required.

DON’T bring personal biases into play.

DO take ownership and follow up later to ensure it has been resolved.

17


City of Barrie Service and Contacts Who does what

S

Name of Service

Department

Responsible for…

Contact Number

Accounting

Finance

Billing and collection of municipal taxes; accounts receivable and accounts payable; purchasing; general insurance; financial statements.

705-739-4230

705-739-4241

705-739-4232

Animal Control

Legal Department

Pet licensing; injured animals on City property; dogs running at large; cats running at large now contained; injured / dead wildlife on City property.

Building Permits

Building Services

Confirms Code-compliant construction of 705-739-4212 buildings being constructed through review of permit applications, intermittent inspections and complaint investigations.

City Clerk’s Office

Provides administrative services to the Corporation, Council and Committee related services, Councillor Support services, Reception and General Inquiries (City Hall), and Court Services.

705-739-4204

Conducts the Municipal Election every four years. Committee of Adjustment

Building Services

Processes applications seeking minor variances to the Zoning By-law and/or severances.

705-739-4212

Community Operations Division

Includes Fire, Leisure, Transit and Facilities, Community Emergency Planning, Roads and Parks, Fleet, Water Operations, Wastewater Operations, and Environmental Operations.

Corporate Asset Management

Primarily responsible for leading the development and implementation of comprehensive strategies, policies and business processes to guide the management of all the City’s physical assets in a consistent manner. The department is also responsible for guiding the development of the City’s annual Capital Plan.

705-739-4207

Develops corporate communications plans; provides leadership and manages internal and external communications; manages the content for internal and external websites for the City; manages all aspects of media relations and media releases; coordinates intergovernmental affairs for the City.

705-739-4220

Corporate Communications

Corporate Services Division

18

Communications & Intergovernmental Affairs

Includes City Clerk’s Office, Finance, Human Resources, Information Communications & Technology, Internal Audit, and Legal Services.

Ext. 5031


Council and Committee Related Services

City Clerk’s Office

Plan, prepare and distribute material for 705-739-4204 Council, General Committee, Reference Committee and Advisory Committee meetings and recording of the motions/resolutions and by-laws. Provides support to Councillors for voicemail and email communications as required.

Court Services

City Clerk’s Office

Culture

Administration of justice for the Barrie and Orillia court service areas - Receives and processes payments; schedules trials; prepares necessary documentation associated with POA trials; carries out enforcement and collection of unpaid fines.

705-739-4291 Barrie 705-326-2960 Orillia

Promotes, plans and co-ordinates cultural 705-739-4299 initiatives; develops and implements a cultural policy for the City of Barrie.Â

Economic Development

Strategy & Economic Encourages business investment; provides 705-728-9850 Development advice and counsel on economic development matters; actively promotes Barrie.

Emergency Planning

Community Improves public safety through the creation of 705-739-4220 Emergency Planning emergency and disaster-resilient communities by maintaining emergency plans and providing information about emergency preparedness.

Engineering

Infrastructure planning, design and construction administration for roads, sidewalks, water, wastewater, storm water, solid waste, parks and trails; review of development applications; and establishing infrastructure policies and standards.

705-739-4207

Environmental Operations

Solid waste collection and disposal; waste diversion/recycling; environmental investigation and response, compliance, education, promotion.

705-739-4219

705-739-4223

Facilities Management

Leisure, Transit and Facilities

Facility scheduling; operation, maintenance, planning, design and construction of community and corporate facilities; marina operations.

Fire Prevention & Training

Barrie Fire and Emergency Service

Responds to emergency calls including fire, 705-728-3199 auto extrication, medical calls, ice/water rescue; enforces the Ontario Fire Code for all occupied buildings; operates a 24-hour communications dispatch centre for Barrie Fire and various area fire departments in Simcoe County; issues fire permits for outdoor solid fuel burning appliances.

Fleet Services

Operations

Purchases and sells City owned vehicles and equipment; repairs and maintains the City's fleet.

705-739-4234

Recruitment; training and development; wage and salary administration; job evaluation; staff relations; labour-management relations; occupational health and safety.

705-739-4202

Human Resources

19


Infrastructure, Development & Culture Division

Includes Building Services, Corporate Asset Management, Culture, Engineering and Planning.

Information, Communications & Technology (ICT)

Operates and maintains the Corporation’s wide-area computer network; manages the City’s voice communications systems.

Internal Audit

705-739-4220 Provides independent, objective assurance and consulting activity designed to add value Ext. 4431 and improve the organization’s operations, adding value by bringing a systematic, disciplined approach to evaluate and improve effectiveness of Barrie’s risk management, control, and governance processes as a service to management and City Council. The department reports administratively to the GM of Corporate Services and functionally to the CAO and General Committee of City Council.

Legal Services

Corporate legal services and agreement processing; acquisition, disposition, lease/ licence of property.

Leisure, Transit (Recreation) & Facilities

Master Plan, Community Development; leisure 705-739-4223 needs; recreation programming and services; capital planning and development, facility operations and maintenance; Transit and BACT’s Operations.    

Licensing – Business, Lottery, Animal

Legal Department

Library Mail & Print Services

City Clerk’s Office

705-739-4220 Ext. 4599

705-792-7916

Issues various licenses / permits related to the operation of a business and lottery events

705-739-4241

Offers various resources, services and programs.

705-728-1010

Print Services Corporate mail processing; internal mail courier to City facilities; printing and delivering 705-739-4220 Council packages; providing print service to Ext. 4748 all departments.

Mail Services 705-739-4220 Ext. 4587 Marina

Leisure, Transit & Facilities

Transient and seasonal marine services; dryland storage.

Mayor’s Office

705-792-7900

Municipal Law Enforcement

Legal Department

Enforces municipal by-laws; deposit snow, tree cutting, line fence, parks use, fireworks and parking issues.

Payroll / Benefits

Finance

Payroll, benefits and pension for employees.

Purchasing

Finance

Handles procurement activities for the Corporation.

20

705-739-4218

705-739-4241

705-739-4229


Planning

Responsible for the preparation of long range land use plans and policy, detailed neighbourhood plans, special studies and approval of applications to ensure quality urban design and liveability of the City.

705-739-4208

Property Maintenance

Building Services

Confirms individual properties are being maintained in accordance with by-law minimum standards through complaint investigations and staff-initiated investigations.

705-739-4212

Prosecution Services

Legal Department

Handles various prosecutions for municipalities and Police agencies including City of Barrie. By-law matters, property standards, building code, fire code, highway traffic matters etc.

705-739-4291

Real Estate

Legal Department

Acquisition, disposition, lease/licence of property.

705-792-7916

Records Management City Clerk’s Office

Administers the Freedom of Information and Protection of Privacy Act and implementation of records management for the Corporation.

705- 739-4204

Recreation

Leisure, Transit & Facilities

Develop, administer and market recreation programs and services (General, Aquatics and Specialized programming).

705-739-4223

Roads & Parks Operations

Operations

Road and sidewalk maintenance; winter control; traffic control; parks, green space and sports fields maintenance.

705-739-4255

Develops and organizes special events programming and delivery of community events.

705-739-4299

Special Events

Transit

Leisure, Transit & Facilities

Barrie Transit services; Barrie Accessible Community Transportation Service (BACTS).

705-739-4209

Two-Unit House Registration

Building Services

By-law administration requiring the owners of two-unit houses to obtain compliance certificates with respect to zoning, Building Code, Fire Code and property maintenance regulations, and then to register their house.

705-739-4212

Vital Statistics

City Clerk’s Office

Issues burial permits; processes death registrations; process and issues marriage licences.

705-739-4220 Ext. 4547

Wastewater Operations

Operations

Wastewater collection and treatment. Ensure all wastewater is adequately treated to minimize impact to the receiving waters and to protect the public from health hazards.

705-739-4221

Water Operations

Operations

Treatment and distribution of drinking water.

705-739-4220 Ext. 4805

Zoning Regulations

Building Services

Confirming on-going compliance with land use restrictions and associated development standards through the review of development applications, complaint investigations and staff-initiated investigations.

705-739-4212

21


Ron Baird, Spirit Catcher, 1986, Collection of the MacLaren Art Centre.

City of Barrie Customer Service Protocol  

City of Barrie Customer Service Protocol

Advertisement