MSDO Awards for Outstanding Achievements

The Clarington Communications Team is awarded for their groundbreaking approach to public engagement with the introduction of “Clarington Connected kiosks.” These interactive kiosks, placed in high-traffic community spaces, allow residents to engage in workshops, surveys, and forums conveniently. This initiative, conceptualized, designed, and implemented entirely in-house, has led to the highest levels of public engagement the municipality has ever seen, fostering deeper community connection and trust.

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.

The City of Brampton is recognized for revolutionizing the customer experience by aligning strategic priorities, service delivery, and performance measurement with customer needs. Through a robust strategic framework developed with input from employees, the community, and Council, they have transformed their service delivery model to be more responsive, adaptable, and customer-centric. They utilize data-driven decision-making with a dynamic data visualization platform to track performance and drive continuous improvement.

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.

The Caledon Service Delivery Team is honored for their outstanding contributions to enhancing service delivery and fostering collaboration and innovation. Since 2021, their shadowing program has improved employee development and resident experience, with over 111 staff members participating. Cross-training efforts created a versatile “Bench” team, critical during peak periods. Expanded service hours (evenings and weekends) demonstrate their commitment to top-tier service.

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.

The Assessment Management Unit is honored for their exceptional commitment to ensuring equal access to services for all residents in the Region of Peel, particularly in response to changes in the Ontario Works social services system. They have created a service delivery model that ensures every client receives support with dignity and respect, regardless of circumstances (e.g., language barriers, lack of technology, mental health issues, physical/emotional challenges). Key initiatives include a one-stop-shop approach, in-person assistance, enhanced language interpretation, and support for those affected by human trafficking and intimate partner violence.

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.

Kirsten Clarkson is recognized for her outstanding contributions as a Customer Service Representative at the Regional Municipality of Durham. She consistently delivers exceptional service with professionalism, empathy, and care, going above and beyond to support individuals with language barriers, hearing impairments, physical challenges, and those in distress. Her commitment to continuous learning (ASL training) and leadership in mentoring colleagues further enhances service delivery.

Rob Gilhuly receives the MSDO Lifetime Award for his unwavering commitment and exceptional contributions. His involvement began long before he became a consultant, volunteering his time and expertise in various roles within municipal service delivery. He has played a key role in the organization’s success, supporting back-office operations, managing the website, member’s forum, and conference, ensuring smooth operations and keeping members informed and connected.

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.