The City of Hamilton collects personal information under authority of Sections 10 and 227 of the Municipal Act, 2001. Any personal information collected through surveys, workshops and other engagement activities for the Customer Experience Strategy will be used to help the City of Hamilton understand community experiences and identify opportunities for improvement. Participation is voluntary and any personal information collected will be handled in accordance with applicable privacy legislation.

By providing your contact information, you are consenting to receiving emails from the City of Hamilton and/or City’s consultant, Experience Advisors, who has been retained to support the development of the Customer Experience Strategy. The information you provide may also be shared with the consultant. All information will be used in an aggregated and confidential manner to inform analysis, recommendations and decision-making.

Questions about the collection of your personal information can be directed to the Manager of Community Initiatives, Communications and Community Engagement Division, City of Hamilton, 71 Main Street West, 2nd Floor, Hamilton, ON, L8P 4Y5, [email protected] or 905-546-2424 ext. 5702.

Engage Hamilton

Your input will help shape how the City improves customer experience.

You can participate by:

• Completing surveys and polls
• Sharing ideas and feedback
• Participating in workshops
• Sharing your experiences and stories
• Taking part in in-person listening activities

Take the survey by July 24, 2026

Register for a Virtual Customer Journey Mapping Workshop (July 17, 20, 21, 24)

Who else is Involved

This work is led by the City of Hamilton in collaboration with the Experience Advisors, with expertise in customer experience strategy, service design, and public sector transformation.

Experience Advisors is supporting engagement activities, analysis and strategy development. The City remains responsible for final decisions, recommendations and implementation planning

Stay Connected

Follow this page for updates, engagement opportunities, and project milestones.

Together, we can create a more consistent, accessible, and meaningful experience for everyone in Hamilton.

• Planning (March to May 2026) - Complete
  Project setup, including scope, approach, and preparation for engagement activities.
• Community and Staff Engagement (May to September 2026) - Current stage
  Gathering feedback through surveys, polls, workshops, and other opportunities to share experiences and ideas.
• Analysis and Strategy Development (October 2026 to May 2027)
  Reviewing feedback to identify key themes and developing recommendations, service standards and an implementation roadmap.
• Sharing Results (Summer 2027)
  Final strategy will be presented to Council and shared with the community. Updates and findings will be posted on this page.

The City will also share what was heard through the engagement process and explain how feedback helped inform the Strategy.

Who Is This For

This project is for anyone who interacts with the City, including:

• Residents
• Businesses
• Community organizations
• Visitors

Your experiences, whether recent or ongoing, can help improve how people interact with the City.

The strategy is guided by community input and data. Through surveys, engagement activities, and performance insights, the City is identifying trends, gaps, and opportunities to improve how people experience their interactions.

Feedback gathered through this process will help inform service standards, recommendations and an implementation roadmap for improving customer experience across the organization.

What we are working on 

The Customer Experience Strategy will establish a clear, city-wide approach by:

• Defining what a strong customer experience looks like
• Setting consistent standards across departments and channels
• Supporting staff with tools and guidance
• Using feedback and data to support ongoing improvement
• Improving access to information, services and support 
• Helping residents, businesses and visitors receive clearer and more consistent responses

How We are Doing This Work

The project follows a phased approach that includes research, engagement, and planning.

A Customer Experience (CX) Strategy is a plan to improve how people experience interactions with the City. It provides a consistent approach to communication and outlines practical steps to make those experiences easier and more user-friendly.

The strategy will help the City:

• Create more consistent experiences across departments
• Improve access to information and support
• Strengthen communication with residents
• Address common challenges and pain points
• Support ongoing improvement using feedback and data
• Set clearer service standards across departments and service channels

The City is working to improve how residents and businesses experience their interactions. 

The strategy will establish a shared vision for creating more accessible, consistent and user-friendly experience across our channels and services, regardless of how residents choose to interact with the City. As expectations evolve and the community grows, this work ensures a more coordinated approach that is easier to navigate and better meets people’s needs.

This work is also about strengthening trust, improving transparency and using feedback to guide practical service improvements.

You can participate by completing surveys, taking polls, joining workshops, and sharing your feedback and experiences.

The survey is open from June 22 to July 24, 2026.

Visit engage.hamilton.ca/cxstrategies to complete the survey, share your ideas or stories, and learn about available workshops and in-person listening activities.

Your feedback will help identify what is working well, where challenges exist, and what matters most. It will inform decisions, guide improvements, and support ongoing evaluation of the customer experience.

Yes. Updates, findings, and opportunities to participate will be shared on this page throughout the project. The City will report back on what was heard through engagement and explain how feedback helped inform the Customer Experience Strategy.