Angela Morgan to leave job as City Clerk - takes on Customer Service.

By Pepper Parr

November 14th, 2019

BURLINGTON, ON

In September we saw a new organizational design which, according to the City Manager, positions the City to meet its strategic goals over the balance of this term of Council and beyond.

The initial change also signaled the City’s continued attention to the customer experience; one of those changes was the creation of a new Customer Experience Manager-Business Development.

The first time the Gazette worked with City Clerk Angela Morgan was when she signed the documents confirming the results of the 2010 municipal election.

The big news is that Angela Morgan has been named Executive Lead-Customer Service; she will also continue in her role as City Clerk until a new person is hired. There will be eyebrows raised on that decision.

The intention is to strengthen the customer experience. Council’s approval of the new organizational structure and strategy was to provide an excellent end-to-end experience for the City’s customers. Among the key responsibilities of the Executive Lead-Customer Experience will be to develop and implement an updated customer experience strategy, including the full implementation of an advanced Customer Relationship Management software, and establishing service standards through a “Customer Experience Commitment” for each department/service area.

“Our new strategy to meet our customers needs will also mean establishing a new Service Burlington customer service centre on the main floor lobby of City Hall for customer interactions; and establishing a physical “one window” for development customers as result of Red Tape Red Carpet also on the main floor lobby of City Hall.”

Highlights of the organizational design changes include:

Angela Morgan at a city council meeting in 2019

• Angela Morgan will fill the Executive Lead-Customer Service; she will also continue in her role as City Clerk until a new person is hired.
• A public recruitment process will begin in the near future for a new City Clerk
• A new Manager of Customer Experience will be created
• The new positions will be managed within the existing staff complement

Mayor Marianne Meed Ward

Mayor Marianne Meed Ward, who has had more than her share of unacceptable customer service experiences with the Clerk said: “These changes are part of the City of Burlington’s continued evolution to a more customer-centric organization, and set us up to better deliver on our Vision to Focus 4-year plan. I look forward to seeing the positive impact this new structure will have on our goal to consistently provide exceptional customer service to the community.”

Tim Commisso, City Manager added to that saying: “Moving forward with this new structure allows the City to provide a more robust, coordinated and seamless customer experience to our residents and businesses. Customer experience to me means the experience our customers have during all points of contact with the City.

“From walking through the door to a welcoming environment, to receiving service at the counter, to going online and seamlessly accessing an online service. Our residents and businesses expect fast and convenient service and cities always have to evolve to meet those needs.”
Perhaps the desk with the word SECURITY glaring at anyone who walks into city hall will get a heave–ho as well.