MSDO Upcoming
& Recent Events
Upcoming Events – 2023
Monday, May 29th to Wednesday, May 31st, 2023
Sessions Throught the day
MSDO National Conference
We are pleased to announce that this year’s MSDO Annual Conference will be taking place in beautiful Niagara Falls! We are especially excited about this year’s theme: ‘Reconnect & Transform’.
At this event, we celebrate our coming together, the importance and value of networking, and the transformation that municipalities have gone through over the last few years. It’s a great opportunity to learn, connect with others, and continue evolving!
We hope you can join us for this amazing event.
Recent Events – 2023 & 2022
March 27, 2023 – Webinar
Kelowna’s AI-driven Digital Assistants
The webinar explored the City of Kelowna’s journey in utilizing AI-driven digital assistants for departments across the organization in both chat and voice formats. Mason Buettner is an Innovation Consultant at the City of Kelowna. Mason covered the digital assistant basics, the process the City followed in developing the different assistants, software used, benefits, issues, early results, and the path forward. He also shared their experiences and provided insights on how other municipalities can implement similar digital assistants in their departments.
The webinar offered a unique platform for municipalities to learn from the City of Kelowna’s remarkable accomplishments in leveraging AI-driven digital assistants. Attendees left the session equipped with practical knowledge that could be readily applied within their own organizations. By embracing the lessons shared during this webinar, municipal departments can embark on a transformative journey towards more efficient and effective service delivery, ultimately enhancing the lives of their citizens.
March 27, 2022 – Webinar
Kelowna’s AI-driven Digital Assistants
The webinar explored the City of Kelowna’s journey in utilizing AI-driven digital assistants for departments across the organization in both chat and voice formats. Mason Buettner is an Innovation Consultant at the City of Kelowna. Mason covered the digital assistant basics, the process the City followed in developing the different assistants, software used, benefits, issues, early results, and the path forward. He also shared their experiences and provided insights on how other municipalities can implement similar digital assistants in their departments.
The webinar offered a unique platform for municipalities to learn from the City of Kelowna’s remarkable accomplishments in leveraging AI-driven digital assistants. Attendees left the session equipped with practical knowledge that could be readily applied within their own organizations. By embracing the lessons shared during this webinar, municipal departments can embark on a transformative journey towards more efficient and effective service delivery, ultimately enhancing the lives of their citizens.
February 22, 2022 – Webinar
ICCS Workshop: Using AI to Simplify Measurement and Reporting of Customer Satisfaction
This workshop provided participants with an opportunity to learn about how automation and Artificial Intelligence is rapidly enhancing the ability of organizations to easily capture, understand and use quantitative and qualitative data in minutes. It also discussed how instantly analyze and create insightful reports that help prioritize and guide impactful service delivery improvements.
April 27, 2022 – Webinar
CRM Lessons Learned Webinar
Doug McGuire from Grand Prairie provided insights on how they focused on digital transformation by procuring a new CRM and how they changed the way they delivered services to support residents and all the lessons learned along the way.
May 4, 2022 – Webinar
ICCS Workshop: Using AI to Simply Measurement and
Reporting of Customer Satisfaction
This workshop provided participants with an opportunity to learn firsthand how quick, easy and inexpensive it is to use Citizen First Analytics to translate data into reports and intelligence that managers understand and act upon. MSDO Members, ICCS and Region of Peel presented use cases as part of the workshop.
Wednesday, September 14th – Speaker Series
Enhancing municipal customer service with the power of AI and ML – Sponsor Session
Shaun Mitchell, Customer Engineer – Public Sector Canada; Google Cloud
The public has become accustomed to convenient, easy-to-use, digital services in their daily lives. Municipalities are facing increasing pressures to deliver the same convenience as consumer experiences, though often under financial constraints and while using existing systems.
Municipalities are also seeing an increasing number of inquiries and requests, coming from various channels and sources, and often in multiple languages, which can make it difficult to respond to them in a timely and accurate manner. Join this session to learn how government can enhance their customer service capabilities, facilitate digital equity and operational efficiencies with the power of AI & ML technologies to interact naturally with customers and assist agents. Learn also how you can unlock real-time insights that allow you to make faster decisions, automate the capture and validation of data, while keeping it secure, to exceed customer expectations providing a better overall experience.
How to Create a Service-First Culture
Michael Kerr, Canadian Hall of Fame speaker
Michael Kerr is a Canadian Hall of Fame speaker who travels the world researching,
writing, and speaking about inspiring workplaces and organizations that leverage their humour resources to drive outrageous results. Michael is the also author of 8 books, including The Jerk-Free Workplace: How You Can Take the Lead to Create Happier, More Inspiring Workplaces and The HumorAdvantage: Why Some Businesses Are Laughing All the Way to the Bank!
In his high-energy, humor-filled presentation, Michael will share inspiring ideas on how to build a more resilient, inspiring, service-first workplace!
Wednesday, September 21st – Speaker Series
Delivering a Better Customer Experience to your Communities – Sponsor Session
Amanda Miller-Lau, Account Executive, Unity Connected Solutions & Jeff Woodland, Five9
Unity and Five9 will discuss improving the customer experience when your citizens are contacting the region or municipality thru contact centre solutions including virtual agent or automation.
Business First 2022 Results
Michal Dziong, Director, Research, Institute for Citizen-Centred Service (ICCS)
The presentation will provide an overview of the results of Business First 2022, the latest study in the research series focussing on how Canadian businesses across the country experience government services. In line with the previous iterations, the study takes an in-depth look at such areas as service reputation, client experience and expectations, top priorities for improvement, and channel usage. In addition, the study closely examines the impact that COVID-19 has had on business owners and their perception of government performance vis-à-vis their needs in the time of the pandemic. The results provide a broad perspective on the overall direction in which business sentiments are heading and also offer specific insights and recommendations on how the quality of government-to-business services and, consequently, business perceptions of public sector performance could be improved.
The Human Side’s Sustainable Results System
Barry Davis, President of The Human Side
Barry Davis, President of The Human Side, Human Resource Development, will be speaking about The Human Side’s Sustainable Results System and how he partners with his clients to ensure their customer service development is applied and sustained over time. Barry will be sharing a case study of his Customer Experience Excellence program delivery with The City of Regina.
MyDurham311 Smart Home Service Device
Kalyan Chakravarthy, the CIO from Durham Region
Learn how Durham Region has made Regional services more accessible to the public by launching a first-of-its-kind voice service in Canada, bringing Regional services to smart home devices. My Durham 311Smart Home Service makes it even easier to find details about Regional programs and services by simply asking Google or Alexa. Providing services through smart home devices allows customers to self-serve, making accessing information easier, more efficient and hands free. This allows customers to engage with the Region on a device and at the time that is convenient for them and will eventually result in cost savings to the Region’s contact centre.
Need to Contact Us With a Question?
If you have a question about MSDO Upcoming Events that are not answered here, please use our Contact Us form and we would be happy to provide you with additional information.