So, now that we know what the community is thinking, the question is, “What are we doing about it?” Identifying the issues is one thing, fix - ing it is another. Here is what is happening at Town Hall as I write this: A cross-departmental team, comprised of staff and managers, has been formed to lead the initiative. They are proactively working on a new strategy that will include Council, staff and the public. Part of that strategy includes focus groups. We are exploring new ways to interact and engage with the public, as well. Included in all of this will be the creation of Customer Ser- vice standards. More information will come in the next few months, but we are committed to providing ex- cellent customer service. We recognize we can do better, and we strive to do so.
Mayor’s Message Elected officials often get accused of not lis - tening to the concerns of the citizens they rep - resent, and letting reports and studies sit on a shelf and gather dust. Both are valid criticisms. What I am going to report on this month is a concern and area for improvement that we have heard loud and clear needs attention: Customer service. It is a topic that affects ev- eryone in Strathroy-Caradoc, and in some cas- es, people from outside our community. Customer service, and how we deliver it to you, was initially identified by Council in the Stra - tegic Plan as something we wanted to focus on. We undertook the Service Delivery review in 2024 to help us understand where the gaps are. All of us, Council and staff, have heard from the public that it needs improvement. We heard this, not just from residents, but also from the business sector – developers, build- ers and tradespeople. The service delivery re- view allowed us to drill down further and truly understand the concerns. Comments we heard included having a “live” person answering calls, unacceptable length of time to return calls, messages and emails, trouble with using electronic services such as Building Permits, to name a few.
Colin
Colin Grantham, Mayor 519.245.1105 x 251 cgrantham@strathroy-caradoc.ca www.strathroy-caradoc.ca
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Hometown Strathroy-Caradoc June 2025
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