How can we improve customer service?

The City of Kingston is in the process of reviewing and updating our Customer Service Strategy, which was first introduced in 2016. As part of this effort, we want to hear directly from you — our residents, businesses and visitors. Your input will help us understand current service challenges, identify opportunities for improvement, and explore ways to enhance service through modern technologies. The updated strategy will reflect our commitment to aligning with the City’s mission, vision, and values, with the ultimate goal of improving customer satisfaction and making our services more efficient and accessible.

Your voice matters, and we appreciate your participation in shaping the future of customer service in Kingston!

What is customer service?

Customer service is the process that helps community members get answers to questions they have about City services and help accessing them.

Whether you call, email, submit a service request or visit a City facility when you ask a question of the City of Kingston you're interacting with our Customer Experience team. Our online systems and agents are the first point of contact for everything you need from the City, whether you're looking to apply for new permits, get a question answered about a recreation program, buy garbage bag tags and much more. Often questions and requests can be resolved in one interaction, however, sometimes they need to be referred to another department in the City. Our current goal is to provide an initial response within two business, days if it's not something that can be immediately addressed during that first interaction.