MSDO Conference Agenda
May 13th to 15th, 2025
Host: Town of Aurora
Theme: Connection
The theme of this year’s conference is the Connection.
Review the agenda below to learn more about the sessions, networking, and activities that will support you in sharing and learning about the different facets of CX.
Agenda subject to change.
Countdown to MSDO 2025
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Join us at the Holiday Inn Express & Suites, Aurora, ON
2025 Conference – Agenda
Conference session and speaker details are draft and subject to final confirmation.
Day 1: Tuesday, May 13th
Connection with Community
8:30 a.m. – 3:00 p.m.
Stonehaven Banquet Hall
Conference Registration
9:30 a.m. – 11:30 a.m.
David Thomlinson Nature Reserve
Optional Learning Event: Session Name Coming Soon
Session information coming soon.
12:00 noon – 12:55 p.m.
Stonehaven Banquet Hall
Welcome Lunch
Sponsored by our Gold Supporters
1:00 p.m. – 1:10 p.m.
Stonehaven Banquet Hall
Conference Opening Remarks
Michelle Orth, Manager, Customer Contact Centre, Region of Peel, MSDO Chair
MSDO Chair: Michelle Orth
Michelle brings to her role as Manager of Service Peel at Peel Region a wealth of experience in customer service, operations, and process management. With a track record of success, she possesses a keen ability to identify and enhance operational practices while effectively managing personnel.
Her educational background is extensive, having pursued studies at esteemed institutions such as the University of Guelph, Sheridan College (where she completed the Ontario Management Development Program), and the University of Toronto (where she obtained certification in Business Process Management). Additionally, Michelle holds a Green Belt in Lean Six Sigma and is actively pursuing certifications as a Change Agent and in Municipal Leadership from Schulich.
With over two decades of professional experience, Michelle has consistently leveraged her diverse education to implement impactful process improvements in her various leadership roles within the organization, progressing from Supervisor to Manager and Acting Director. Her leadership style prioritizes staff development and fosters strong relationships with partners across jurisdictions.
Beyond her professional endeavors, Michelle is deeply committed to community service, dedicating her time to organizations such as the Municipal Service Delivery Officials (MSDO) for the past 15 years. In 2019, she assumed the role of Secretary on the board before being appointed Chair in 2023. Furthermore, Michelle has been an active participant in the PSSDC since 2022, furthering her contributions to the municipal sector.
1:15 p.m. – 1:20 p.m.
Stonehaven Banquet Hall
Welcome from Town of Aurora
1:20 p.m. – 2:10 p.m.
Stonehaven Banquet Hall
Session #1
Board Panel – What Keeps You Up at Night?
Session information is coming soon.
2:15 p.m. – 2:55 p.m.
Stonehaven Banquet Hall
Session #2
Service Ontario
Session information is coming soon.
Speaker Profile: Gemma Sim
Gemma Sim is an accomplished public sector professional with over 20 years of experience. She currently manages financial applications and water billing technology for the Region of Durham. Gemma has successfully led digital transformation projects and specializes in next-generation customer experience. Her qualifications include an MSc from Glasgow’s Strathclyde University, certification in Public Sector Leadership from the Chartered Management Institute, and she holds the Project Management Professional designation from the Project Management Institute. Additionally, Gemma is a Prosci Certified Change Practitioner.
3:00 p.m. – 3:20 p.m.
Stonehaven Banquet Hall
Refreshments and Networking
For conference delegates and sponsors.
Sponsored by our Silver Ambassadors
3:25 p.m. – 3:50 p.m.
Stonehaven Banquet Hall
Session #3
Icebreaker/Networking Activity
Session information is coming soon.
Speaker Profile: Amanda Circelli
Amanda Circelli is the Manager Customer Service for the Town of Tecumseh. Throughout her 17-year career in the municipal sector, customer service, communications and strategic planning have been significant areas of focus. Whether being part of a team decentralizing social services or implementing recommendations from an organizational review, the constant throughout has been the customer perspective and how to foster an environment for the best experience possible. In her current position with Team Tecumseh, Amanda’s team consists of frontline customer service roles as well as the Town’s communication coordinator, which presents an amazing opportunity to ensure service delivery and information strategies are well aligned. Amanda enjoys the opportunity to collaborate across all departments and truly understand what customer service means for municipal service delivery.
3:55 p.m. – 4:55 p.m.
Stonehaven Banquet Hall
Session #4
Durham Region
Session information is coming soon.
Speaker Profile: Keith Parker
Keith Parker is the Executive Lead of Service Modernization with Service BC at the Ministry of Citizens’ Services. Keith is responsible for leading a modernization strategy and implementation plan to support mission critical front-line services and multi-channel delivery in support of the 300+ unique services the provincial government provides to people in British Columbia.
Keith moved to Service BC as Executive Director Procurement & Finance in 2022 and, since that time, has successfully led the redesign of a multi-year strategic outsourcing strategy for Service BC and also led the division’s emergency response to BC Wildfires.
5:00 p.m. – 5:10 p.m.
Stonehaven Banquet Hall
Conference Day 1: Wrap-Up and Evening Logistics
Michelle Orth, Manager, Customer Contact Centre, Region of Peel, MSDO Chair
Conference Welcome Reception Dinner
MSDO Board Members Hosting
Session information coming soon.
Day 2: Wednesday, May 14th
Connection with Technology
7:00 – 7:45 a.m.
Stonehaven Banquet Hall
Optional Pre-Breakfast Activity: Guided Meditation
Join MSDO Member, Conference Host and Meditation/Reiki practitioner Ivy Henriksen for an early morning stretch and guided meditation and personal smudge. This guided meditation will help you connect with your breath and chakras, helping you shift your energy and let go of whatever is no longer serving you. Location is outside in garden area (covered/uncovered depending on weather) of the Stonehaven Conference Centre. Space is limited, yoga mats will be available. All fitness/accessibility levels welcome!
8:00 – 8:45 a.m.
Stonehaven Banquet Hall
Breakfast & Networking
8:50 a.m. – 9:00 a.m.
Stonehaven Banquet Hall
Conference Day 2: Opening Remarks
Michelle Orth, Manager, Customer Contact Centre, Region of Peel, MSDO Chair
9:05 – 10:05 a.m.
Stonehaven Banquet Hall
Session #5
Adopting Enterprise AI at the City of Calgary
Session information is coming soon.
10:10 a.m. – 10:35 a.m.
Stonehaven Banquet Hall
Refreshments and Networking
For Conference delegates and sponsors.
Sponsored by our Silver Ambassadors: MuniPaaS Corporation, The W Group, Unity Connected, nDesign and Salesforce.
10:40 – 11:20 a.m.
Stonehaven Banquet Hall
Session # 6
Icebreaker/Networking Activity
Session information is coming soon.
11:25 a.m. – 11:55 a.m.
Stonehaven Banquet Hall
MSDO Annual General Meeting & Board Elections
MSDO Board of Directors | Members
12:00 noon – 12:55 p.m.
Stonehaven Banquet Hall
Lunch and Networking
Sponsored by our Gold Supporters: Verint, RSM Canada & Strathcona Solutions.
1:00 – 1:30 p.m.
Stonehaven Banquet Hall
Session #7
Session information is coming soon.
1:35 – 2:05 p.m.
Stonehaven Banquet Hall
Session #8
Session information is coming soon.
2:10 – 2:55 p.m.
Stonehaven Banquet Hall
Session #9
How to Build Actionable Surveys
Session information is coming soon.
3:00 p.m. – 3:25 p.m.
Stonehaven Banquet Hall
Refreshments and Networking
For conference delegates and sponsors.
Sponsored by our Silver Ambassadors: MuniPaaS Corporation, The W Group, Unity Connected, nDesign and Salesforce.
3:30 – 4:45 p.m.
Stonehaven Banquet Hall
Session #10:
Gold sponsor panel
Enjoy a lively presentation panel with our conference Gold Supporter sponsors about the customer experience.
4:50 p.m. – 4:55 p.m.
Stonehaven Banquet Hall
Conference Day 2: Wrap-Up and Evening Logistics
Michelle Orth, Manager, Customer Contact Centre, Region of Peel, MSDO Chair
6:00 p.m. – 10:00 p.m.
Market Brewery
Networking Dinner
MSDO Board Members Hosting
Information coming soon.
Day 3: Thursday, May 15th
Connection with Each Other
7:00 – 7:45 a.m.
Arboretum
Optional Pre-Breakfast Activity:
Information coming soon
8:00 – 8:55 a.m.
Stonehaven Banquet Hall
Breakfast & Networking
9:00 a.m. – 9:10 a.m.
Stonehaven Banquet Hall
Conference Day 3: Opening Remarks
Michelle Orth, Manager, Customer Contact Centre, Region of Peel, MSDO Chair
9:15 – 10:15 a.m.
Stonehaven Banquet Hall
Keynote Session
Information is coming soon.
10:20 – 10:50 a.m.
Stonehaven Banquet Hall
Session #11
Session name coming soon
Information coming soon.
10:55 a.m. – 11:15 a.m.
Stonehaven Banquet Hall
Refreshments and Networking
For conference delegates and sponsors.
Sponsored by our Silver Ambassadors
11:20 – 11:50 a.m.
Stonehaven Banquet Hall
Session #12
MiWay’s Journey Implementing the Sunflower Initiative for Hidden Disabilities
Information coming soon.
11:55 a.m. – 12:35 p.m.
Stonehaven Banquet Hall
Activity or Interactive Session
Information coming soon
12:40 – 1:30 p.m.
Stonehaven Banquet Hall
Lunch and Networking
Sponsored by our Gold Supporters
1:35 – 2:05 p.m.
Stonehaven Banquet Hall
Session #13
Session name coming soon
Information coming soon.
2:10 – 2:40 p.m.
Stonehaven Banquet Hall
Session #14
Session name coming soon
Information coming soon
2:45 – 2:55 p.m.
Stonehaven Banquet Hall
Conference Closing Remarks
Michelle Orth, Manager, Customer Contact Centre, Region of Peel, MSDO Chair
6:30 p.m. start
Aurora Performance Hall
MSDO Awards Gala
A great way to wrap up a busy three-day conference – celebrate with your peers as we recognize the achievements of MSDO members!
Our 2025 Sponsors
Gold Supporter Sponsors
Need to Contact Us With a Question?
If you have a question about the MSDO Annual Conference that is not answered here, please use our Contact Us form and we would be happy to provide you with additional information.