How can the City of Hamilton increase customer participation in Asset Management Levels of Service surveys by researching what surrounding municipalities are doing to engage their communities?
Project Description:
Corporate Asset Management (CAM) is rooted in understanding customer values and customer levels of service in relation to the services the City provides. Customer values and levels of service metrics are used in the development of Asset Management Plans. Asset management plans assist the City in:
understanding what is important to customers
understanding whether or not customers are satisfied with the current levels of service provided
identifying where resources should be focused
implementing services customers value; removing services customers do not value
Objective:
CAM is pursuing a partnership with CityLab to better understand how other municipalities are engaging with users of City Services to gather feedback on customer values and satisfaction levels to support the development of their Asset Management Plans (Levels of Service section). Insight into the approach other municipalities take will enable CAM to build a more robust engagement plan for 2025 by analyzing what does and does not work for other municipalities, in comparison to the City of Hamilton. Additionally, it would be useful to understand budget allocated to this engagement, frequency of engagement and communication tactics used to reach as many residents as possible, and if engagement tactics were targeted to specific community groups based on the service area type.
The CityLab deliverable would be a report of findings from across municipalities, including:
budget
resources required
participation numbers
duration of engagement (Ex. Just once, year-round, same time every year, etc.)
copies of the marketing campaigns and survey questions (when available)
how engagement was structured with the public
lessons learned
Research to be conducted on municipalities of varying sizes and could also include the leading countries in asset management planning, Australia and New Zealand.