City of North Bay
Ontario
A single integrated five-year digital modernization and corporate-wide customer service strategy centred on Service North Bay.
The challenge
Following the 2023 KPMG Organizational Review, North Bay needed digital modernization and customer service addressed as one integrated strategy rather than two separate programs.
What we did
Perry Group developed an integrated five-year strategy organised into six workstreams, with Service North Bay as the centrepiece: one contact centre team, one location at City Hall, one phone number, one email address and one website. We recommended PSD Citywide as the near-term CRM foundation and set a phased service rollout.
The outcome
The City committed to resolving 80 per cent of requests at first contact, answering 80 per cent of calls within 30 seconds, holding abandonment below 10 per cent, and achieving 80 per cent adoption of new digital services within the first year. Phase 1 covers Financial Services, Parking, By-law, Parks, Arts, Culture and Recreation and general inquiries and payments; Phase 2 extends to Public Works and Roads, Transit, Waste Management, Clerks and Recreation; future phases cover Water and Wastewater and full CRM.
Project facts
Services
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