The City of Grande Prairie embraces digital-first customer service.
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“It’s about being a citizen advocate— you have to create consistency and transparency in order to create value. It’s also about being an organizational champion— being able to understand the flow of our customers' relationship and creating the tools to help navigate that path is key to keeping our citizens informed and connected to the city,” said Douglas McGuire, Corporate Efficiency Advisor and Citizen Experience Supervisor, The City of Grande Prairie.
Grande Prairie, a Canadian city in the province of Alberta, is one of many Municipalities with a population just under 70,000. Beyond its own population, Grande Prairie acts as a regional hub serving an additional 281,000+ people from across Northern Alberta, North Eastern British Columbia, and the Northwest Territories. The organization includes an administrative team consisting of over 25 departments each belonging to an overarching service area: Infrastructure and Economic Development, Protective and Social Services, Community Services and Corporate Services.
Fostering a system and culture that encourages and honors excellence in customer service is of great value to the City of Grande Prairie. Their mission is to develop a high-performing, professional organization that strives for a culture of excellence in service delivery, performance effectiveness, industry best practices, and the utilization of innovative technologies. The City of Grande Prairie is grounded by the standards outlined in their mission to which they hold each other accountable. These Guiding Beliefs are part of what helps them do right by the city and do right by delivering big value to their citizens.
As a vibrant community of rapid growth and prosperity in Canada, Grande Prairie is a community of excellence that follows 5 Guiding Beliefs:
In other words, Grande Prairie is a values-driven organization -- one of many best practices they demonstrate in their work
Connecting Citizens to the City
In embracing a digital-first means for customer service, static websites would no longer serve to provide the information citizens were expecting from their cities. The City of Grande Prairie saw this as a call to action to begin leading with a new approach of delivering government services— one that involved empowering and arming citizens with the right tools and foundation to be self-reliant and able to take action. “Customer service lives in predictability, we needed to be efficient, consistent, and customer-driven,” said McGuire. The need for automation and process conformity not only would reduce technological debt but also would provide their teams with the tools needed to deliver quality service to their citizens’. Having a holistic picture of live data presented in a user-friendly environment would allow the City of Grande Prairie to connect different departments and work together with real-time updates, creating more accountability, and increasing the completion rate of service requests and customer satisfaction. Additionally, simple reports, dashboards and analytics would help the teams make smarter decisions and scale to deliver services more rapidly.
The City of Grande Prairie recognized that with a cloud-based CRM and case management system in place, they would have the tools and data available to meet and even exceed citizen expectations. Motivated by their objectives, the team needed a contact center solution that would automate and optimize processes, maximizing both the citizens’ connection to the city and service delivery. “We want to be the one-stop shop for the citizens, and to do that there’s a need for technology, a partnership that points us directly to Salesforce,” stated McGuire.