Communications and Customer Service

Communications

Corporate Communications supports City departments and administration by ensuring corporate messages, both internal and external, are accurate, accessible, consistent and conveyed with a professional tone and style. The division uses a variety of vehicles for the dissemination of information, including internal and external print publications, digital media, paid media (advertising), editorial media and public relations activities and events. In times of urgency or emergency, the division acts as a central source for accurate and timely information. The division also works with companies to develop custom sponsorship opportunities to meet a range of business objectives to enhance the City of Windsor’s cultural vibrancy and economic vitality.

Corporate Customer Service

Corporate Customer Service is committed to providing quality, customer-focused assistance when accessing City of Windsor services and information. The corporation adheres to the following standards with each and every customer:

  • We will treat you with dignity and respect. 
  • We will treat you fairly while complying with all our policies, by-laws and regulations.
  • We will ensure our services are accessible for all of our customers.
  • We will respond to your written correspondence within 3 business days.
  • We will respond to your telephone correspondence within 2 business days.
  • We will identify ourselves to you by using our first name and the department in which we work.
  • We will provide our service in the most cost-effective and timely manner possible.

311

311 makes it easy for citizens to access their municipal government for both information and non-emergency services. This centralized customer approach handles non-emergency municipal inquiries, thus unburdening our 911 service to respond to emergency and critical situations. The 311 service:

  • Facilitates the intake process for citizen service requests by providing a means of effectively capturing details of reported issues
  • Automatically routes requests to the appropriate department for response
  • Reduces duplication and tracks the progress and completion of the work done
  • Provides the 311 team a robust and detailed knowledge base to search for answers to citizen inquiries 
  • Supports multichannel access including phone; email; and the self-service options of 311 Online and a free Windsor 311 mobile app, both available 24/7 
  • Works together with the City's Executive Information System (EIS), allowing for validation of addresses and mapping incident locations 
  • Identifies trends in reported issues and supports data-driven decision-making 
  • Strengthens internal business processes and fosters continuous improvement
  • Enhances customer satisfaction