New Model to Improve Citizen Service: Service Saskatoon Launched

The City has plans for a new model of citizen service that will see a widespread shift in how it provides services and responds to citizen requests. The new model, called Service Saskatoon, will offer citizens more opportunities to access information, answers and services online while improving the over-the-phone and over-the-counter experience of those who choose to connect with the City.

“New technology has contributed to a change in how citizens want to ask questions, raise issues or request services from us,” says Catherine Gryba, General Manager, Corporate Performance. “Service Saskatoon will ensure quality and consistent service is provided to every citizen, every time, whether they choose to connect with us on the phone, in person or online,” Gryba says.

“We want to provide citizens with the information and answers they need – quickly, simply and seamlessly – using whichever channels they prefer.”

Gryba says the shift to the new model will require changes to many aspects of the City’s business operations, processes and current systems. The ultimate success of Service Saskatoon will be supported by four pillars: 

• Citizen Input
• Staffing
• Systems
• Standards

Each pillar will focus on different aspects to improve the overall service experience of citizens. 

The City’s transition to the new model is expected to take five years. The effort will be led by veteran administrator, Pat Hyde, who leaves his former role as Director of Public Works to become Director of Service Saskatoon. Hyde will oversee its development, implementation, and will work closely with City departments and divisions to implement the new service model across the organization.

“The technology centerpiece of our new model will be a new Customer Relationship Management system that will prioritize requests and give citizens ways to monitor our progress,” Hyde says. “The City is piloting its new approach to citizen service in responding to water and sewer issues.”

“Residents who request service for water outages, hydrant issues, water connections, sewer locates or sewer backups will receive a unique tracking number to monitor the City’s progress on the job until the issue has been resolved,” he says.

During the pilot, citizens will be limited to following up on the status of their service request by phoning the Public Works Customer Service Centre at 306-975-2476. The success of the pilot project will inform the development of the City’s organization-wide Customer Relationship Management (CRM) system in the future where service status updates will be available online.

Ultimately what will drive the success of Service Saskatoon will be the input and feedback of citizens. It’s one of the new model’s key pillars. One way for citizens to get involved is to sign up for our Citizen Advisory Panel. The online panel is a simple and easy way to provide suggestions on a range of issues and initiatives. The City will draw on this Advisory Panel through the implementation of Service Saskatoon to guide and shape how services are designed in the future. Citizens who are interested in participating can register online at saskatoon.ca/citizen-advisory-panel. 

Gryba says the appointment of Pat Hyde is a good fit. 

“We’re thrilled that Pat has agreed to step into this pivotal role,” says Gryba. “Given the complexity and significance of this change, it will require the focused attention of an experienced leader who understands ‘service’ from both a citizen and City point of view.”

For more information on Service Saskatoon and for updates on various initiatives under each pillar please visit saskatoon.ca/service.

For more City of Saskatoon news, program information, Service Alerts, Traffic Detours, and links to our social media channels, please visit saskatoon.ca.