MSDO Annual Awards 2025
These awards celebrate those who go above and beyond to serve their communities as well as volunteering with MSDO.
MSDO Annual Awards
The Board and Members of MSDO aim to recognize and celebrate the achievements of MSDO members in service delivery excellence. MSDO honours members’ contributions to innovation, transformation and excellence in delivering municipal services. These awards celebrate those who go above and beyond to serve their communities as well as volunteering with MSDO.
Excellence in Innovation
This award recognizes the individual or team who have demonstrated exceptional creativity, originality and breakthrough thinking in developing and delivering innovation processes, products, solutions and services.
Excellence in Transformation
This award showcases excellence in transforming the way services are delivered.
Excellence in Service Delivery
This award recognizes and celebrates the team who have made a difference, and showcased excellence in service delivery.
Excellence in Access, Equity and Human Rights
This award recognizes the individual, team or organization that creates and advocates for equity in service delivery.
MSDO Lifetime Service Award
This award is presented to an individual who has volunteered with MSDO to honor their commitment and dedication.
MSDO Excellence in Customer Service Award (New)
This award recognizes the individual that demonstrates excellent customer service, showcasing dedication to delivering personalized, exceptional service and empathy to the customer.
MSDO Excellence in Customer Service Strategy Award (New)
This award is open to a Canadian municipality that has developed a customer service/experience strategy which is customer-centric and demonstrates improved performance. (Please note: that applicants to this category must be willing to upload their Customer Service Strategy and agree that MSDO can share this strategy with their members.)
Application Process
- Please complete one application form for each nomination
- All Nominations must be received by March 14 2025, 5PM in the timezone of the nominee
- All nominees will be listed on MSDO webpage and will be provided with ‘nominee’ branding for their social media
- Winners were announced at the MSDO Conference Gala and awards ceremony on 15 May 2025
- Winners should be willing to share nomination status on social media and support MSDO to write a profile of their award/project
Nomination Notice:
Hi there! Nominations for MSDO awards are now open.
Please complete 1 nomination form for each award nomination.
Congratulations to Our MSDO Awards of Excellence Winners
We are thrilled to announce the outstanding recipients of this year’s prestigious awards. Join us in celebrating their remarkable achievements and contributions to excellence in our community.
Excellence in Innovation Award
This award recognizes the individual or team who have demonstrated exceptional creativity, originality and breakthrough thinking in developing and delivering innovation processes, products, solutions and services.
2023 Winner: City of Kelowna
This year’s winner is the Intelligent Cities team from the City of Kelowna for their work on Building Permit AI Chatbots.
The City of Kelowna secured this year’s Excellence in Innovation Award. Their work to create Building Permit Chatbots that leverage artificial intelligence demonstrates exceptional creativity, originality, and breakthrough thinking. MSDO celebrated the Intelligent Cities team and other key contributors from Kelowna for advancing municipal services through cutting-edge technology.
Excellence in Transformation Award
This award showcases excellence in transforming the way services are delivered.
2023 Winner: Regional Municipality of Waterloo
The Regional Municipality of Waterloo has reimagined service delivery through AI-powered communication at their Service First Contact Centre and was recognized with the Excellence in Transformation Award. Their innovative approach enhances the way services are provided to residents.
Excellence in Service Delivery Award
This award recognizes and celebrates the team who have made a difference and showcased excellence in service delivery.
2023 Winner: Regional Municipality of Durham and City of Kitchener
For demonstrating Excellence in Service Delivery, the Board of MSDO recognized both the Regional Municipality of Durham and City of Kitchener.
The Region of Durham, Service Durham team, operating the Service Durham Contact Centre, has consistently gone above and beyond in service delivery. Their commitment to excellence makes a difference for team members and customers alike.
The Service Centre Project Team at Kitchener City Hall exemplifies true excellence in service delivery. Their dedication to customer-centric service design benefits the community and sets a high standard for others.
Excellence in Access, Equity and Human Rights Award
This award recognizes the individual, team or organization that creates and advocates for equity in service delivery.
2023 Winner: Regional Municipality of Durham’s Chief Administrative Officer, Elaine Baxter-Trahair
The Regional Municipality of Durham’s Chief Administrative Officer, Elaine Baxter-Trahair, was recognized for Excellence in Access, Equity, and Inclusion. Baxter-Trahair’s unwavering commitment and ongoing advocacy work have made a significant impact, benefiting residents and visitors in the Region of Durham.
MSDO Lifetime Service Award
This award is presented to an individual who has volunteered with MSDO to honor their commitment and dedication.
2023 Winner: Michelle Herder
Michelle Herder, Customer Experience Innovation Program Manager at the Municipality of York, was presented with the MSDO Lifetime Member Award.
As an active and long-time member, Herder’s dedication to being a member and volunteering with MSDO has helped shape the organization into what it is today. Her outstanding service, contributions, and willingness to share are deeply appreciated.
2025 MSDO Nomination Form
Please ensure that you complete all fields on this form before submitting.