To ensure accessibility and fairness, a limited number of spots in each program/camp should be held for walk-in registrations for reg day.

Customers not understanding AN Receipts (i.e. Voucher), better emailing ability and class/program reminders from AN to serve customers.

When an account is created in activenet in person, resident does not automatically get a password which means they cannot sign in online

most marketing materials are digital or have QR codes rather than actual noting the web address which is difficult for those without tech

finding a book free space timeslot is difficult - requires you to search individual times on public facing side

Fee assistance and registration; if someone thought they, had it but then by the time issue is resolved, programs full (will email)

Age overrides are a barrier to reg as residents need staff support to reg, once approved.

using financial assistance supports requires in person registration (outside of leisure access) and can slow the process for families

no simple way to search for programs unless you know what you are looking for. key words and spelling may not match.

Centre staff cannot provide proper support for aquatics registrations.

Active Net lets you create multiple accounts this can cause issues on registration day. Slow process for merging accounts.

residents want to rent space or receive a quote for a rental without calling/emailing the Centre

Residents who need support or don't have access to the internet are at a disadvantage because classes are full (internet users).

Older adults struggle with online registrations. We have seen an increase in lines on registration day. Workshops for older adults

Public Access Computers log in is hard to use for newcomers, seniors, and people with disabilities

Introduce registration time blocks - eg. release 50% registration at 8:30am and the remaining 50% at 12pm

Seniors who don't use a computer want accommodations to allow them to register early for programming

Residents ask to be able to print documents from their phone (without logging into Public Access Computers)

At times CCC sends callers to community centres when they should be sent to other departments ie. registration day should be sent to pools

Registration in person is often slower than online and residents lose program spaces due to wait.

ActiveNet is hard to use for newcomers, seniors, and people with disabilities.

Registration opens too early for working families and caregivers.

Program guides aren’t delivered to all addresses.

Newcomers struggle to find and understand city services.

Residents have limited ways to contact staff beyond phone or in-person.

Language barriers make digital services hard to use.

Accessibility barriers make digital services hard to use.

Residents want reminders and updates about programs and services.

Residents get bounced between departments when trying to get help.

Residents want one place to access all city and regional services.

Residents find kitchener.ca difficult to find what they’re searching for.

Many residents don’t know city services are available online.

Residents without internet or devices are left out of digital services.

Residents don’t know how to use the internet or computers to complete their services online.

Residents struggle to remember their account username and password.

The online booking process is difficult to complete.