How can the Environmental Monitoring & Enforcement Unit (EME) of Hamilton Water effectively measure community trust and customer satisfaction?
Project Description:
The Environmental Monitoring and Enforcement Unit (EME) of Hamilton Water’s focus is to become the most valued and trusted team in the community to protect our water resources. The EME protects community water resources by monitoring, ensuring compliance and enacting enforcement.
The EME of Hamilton Water requires an innovative approach to measure and report on customer satisfaction. The EME unit is responsible for delivering broad services including regulatory drinking water sampling, regulatory wastewater sampling, sewer use bylaw administration and enforcement, wastewater abatement bylaw administration, emergency spill response and surface waters monitoring.
Assistance is needed to structure and develop customer key performance indicators, associated measurement tools and a framework to execute the measurement and reporting, with the overarching goal of measuring customer satisfaction with EME’s services. This approach must balance customer service, non-compliance discussions, and enforcement activity. Customers include both internal and external stakeholders.
Goals:
Students will research, structure and develop a set of customer key performance indicators, and develop measurement tools and a framework to execute the measurement and reporting of the identified KPI’s to measure customer satisfaction of EME’s core functions (customer service, non-compliance discussions, and enforcement activity with both internal and external stakeholders). A set of recommendations for both KPI’s and measuring tools will be presented to EME.
Challenge Summary:
How can the Environmental Monitoring & Enforcement Unit (EME) of Hamilton Water effectively measure community trust and customer satisfaction?
Where will the work go and what will it be used for?
A set of recommendations for both KPI’s and measuring tools will be presented to EME.
City Staff: Hector Quintero, Superintendent Environmental Monitoring & Enforcement, Public Works, City of Hamilton
Faculty & Course: Bill Docherty, Mohawk College
