City Invests in Online Service Request Tool

The City of Kenora has invested in a new self-reporting online tool putting customer service at the forefront of service delivery.

The new self-reporting tool allows citizens to submit a Request for Service through Kenora.ca. The Citizen Request Portal is an online form where residents can log their requests for a specific service need or notify a City department that a scheduled service was not provided on time. Request types include:

• animal control,
• missed garbage and recycling pick-up,
• snow plowing, 
• potholes,
• water and sewer issues,
• several other service-related topics.

The service request is automatically logged and directed to the relevant department for follow-up and tracking.

The Request for Service tool is easy to use and available any time that residents need to report a service need, not just during regular business office hours. Photos of the service need or deficiency can be included with the request, along with location details. To log a request, visit Kenora.ca/Request for Service and complete the form.

The online request for service form was ready for use in March, and since the soft launch, there have been 143 requests, with potholes on paved roads being the top priority for residents.

It is important to note that service requests are different from customer complaints. A service request is made for a specific municipal service logged through the Citizen Request Portal. Complaints are dissatisfaction with programs, facilities, services, employees or operational procedures at the point of service delivery. Complaints are handled at the frontline or, if necessary, through a specific complaint process with the Manager of Customer Service.

The City is committed to modernizing services to enhance and improve our customers’ experience when contacting City staff. With the addition of the online Request for Service tool, we are providing residents, businesses, and the broader community with exceptional service that maximizes the resources provided to us by our ratepayers. We will continuously improve the capability and capacity of our administration to deliver efficient and effective services by investing in modern technology.