Topic

CX: customer experience and service

Making it easier for residents and businesses to deal with their municipality: service design, customer service and digital-first delivery.

13 articles · 1 event · 1 resource · 14 case studies

Articles

Article

City of North Bay Digital Modernization and Customer Service Strategy

Perry Group Consulting developed a five year Digital Modernization and Customer Service Strategy for the City of North Bay, Ontario.

September 28, 2026

Article

The Power of Process Optimization and Digital-First Service Design

One of our teams at Perry Group focuses on process optimization and digital first service re-design - that is, how the service would operate if it was delivered as a complete, end-to-end digital service.

October 28, 2025

Article

From Strategy to Service: What It Really Takes to Modernize Local Government

Modernizing municipal services takes more than implementing the latest technologies or refreshing websites. At its core, real transformation requires alignment—between teams, strategies, and leadership.

October 5, 2025

Article

Rethinking Web Content for Real Self-Service: How York Region Is Making Digital Work Smarter

Improving digital customer service doesn’t always mean building something new. Sometimes, the most powerful change comes from rethinking what you already have.

September 24, 2025

Article

Creating Clarity and Connection: Orillia’s Work Toward Centralized Customer Service

In Orillia, delivering good customer service has always mattered.

August 20, 2025

Article

Building a Smarter Service Strategy: How a Municipal Service List Helps Prioritize Digital Transformation

Digital transformation in local government isn’t about launching the next big app or automating every interaction overnight—it’s about aligning services with what residents truly need.

July 21, 2025

Article

Everyday Digital Experiences

I’ve always been a bit of a tech enthusiast, eager to try the latest digital services.

July 7, 2025

Article

Webinar Recording: The Importance of Aligning Digital, Data, Technology and Customer Experience to Successful Digital Transformation

On Thursday, 19th June 2025 we hosted a webinar on the topic of aligning digital, data, technology and customer service. The session built on an article we wrote earlier this year on the same topic.

June 20, 2025

Article

Upcoming Webinar - The Importance of Aligning Digital, Data, Technology and Customer Experience to Successful Digital Transformation

Municipalities are under growing pressure to deliver services that are seamless, data-informed, and responsive to community needs. But too often, digital, data, and customer service strategies live in separate silos. The result?

May 28, 2025

Article

Bridging the Digital Divide: Why Municipalities Must Align Technology, Data, and Customer Experience

Municipalities today face a growing challenge: as digital services expand, the disconnect between technology, data, and customer service becomes more apparent.

April 7, 2025

Article

Unlocking Efficiency: The Power of the Municipal Service List

In the contemporary digital landscape, municipalities face mounting pressure to provide efficient and accessible services to their constituents. To address this challenge, the Municipal Service List (MSL) presents a transformative solution.

December 16, 2024

Article

Enhancing Municipal Services through Customer Service Maturity Model

At Perry Group Consulting, we understand the challenges faced by municipalities and we understand that modernizing services to meet modern expectations requires a multi-pronged approach that combines CX, contact and service centre, service and process design, technology and digital, and change management disciplines and expertise to get it right.

September 16, 2024

Article

Streamlining Parking Services: The Modernization Journey of Cambridge

Continuing with our digital transformation series, we turn to look at Perry Group’s work with the City of Cambridge. Perry Group has been working with the City as a consultant and strategic advisor since 2014.

May 17, 2024

Events and webinars

Webinar · Online

Alignment for Digital Success

Thursday, June 19, 2025

Aligning digital, data, technology and customer experience for digital transformation.