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 Environmental Monitoring & Enforcement Unit (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.
City Staff: Hector Quintero, Superintendent, Environmental Monitoring & Enforcement, Hamilton Water, City of Hamilton
Martha Kariuki, Project Manager Regulatory Monitoring, City of Hamilton
Lisa Young, Environmental Technologist, City of Hamilton
Deliverables: Development of Customer Satisfaction Key Performance Indicators, associated measuring tools, and operational framework, Primary Research (i.e. conducting surveys and/or collecting data), Secondary Research (i.e. review of the literature and finding information from books and online)
Project Start Date/ Availability: Winter 2022 (January-April)
Location: City-Wide
City Strategy Priority: Clean & Green, Built Environment & Infrastructure, Our People & Performance