News

Update: What we heard in phase 2

18 September 2025

Using the feedback we gathered in our phase 1 online survey, we further discussed service challenges and developed ideas for solutions during in-person engagement sessions with residents and frontline customer service staff.

Overall, residents emphasized the importance of improving digital service usability, accessibility, and communication to enhance their experience with the City of Kitchener's digital platforms.

Barriers and gaps

The primary barriers and the ideas for solutions suggested by residents include:

Lack of centralized information

  • Developing a centralized website that consolidates content and services from across the region and include redirect links when full integration isn’t possible.
  • Creating a multilingual virtual assistant that leverages AI to provide answers to residents’ questions and assists with finding information.
  • Implementing a single sign-on system to allow users to access services through one account.
  • Improve error handling and update online platforms for better usability.
  • Ensure all websites and online tools offer a multilingual option.

Inconsistent user experience

  • Digitize offline services and improve usability of existing platforms.
  • Increase communication options with staff, such as chat and virtual meetings.

Areas for improvement

The primary areas for improvement and the ideas for solutions suggested by residents include:

Make it easier to contact staff

  • Offer flexible communication options like online chat, virtual meetings, and email.
  • Help staff redirect inquiries across departments and regions without residents needing to repeat themselves.

Improve access to technology

  • Install QR codes in public spaces to connect users to free Wi-Fi.
  • Enhance the reliability and coverage of public Wi-Fi.
  • Add accessibility details to the public Wi-Fi and technology map.

Use technology to share information more effectively

  • Place QR codes in key locations to provide quick access to help and city services.
  • Reach residents without internet or smartphones through phone calls.
  • Offer email newsletters that can be personalized by residents with information they’re most interested in.

Desired states and prioritization

Based on your feedback, we formed a series of desired states that addressed service challenges, and we asked you to prioritize these desired states based on what’s most important to you:

  • Ability to complete or request any city service online
  • Single login for all city services
  • Unified local website with regional, city, and township information
  • Multi-channel contact options (chat, phone, email, video)
  • Reliable internet connection
  • Seamless redirection when contacting the wrong staff
  • Personalized news feed based on selected topics
  • Virtual assistant on the city website
  • Community charging stations
  • Personalized homepage with frequently used pages

What’s next

In the final phase of engagement, we’ll work with staff to define a visionary “desired state” for a more Digital Kitchener. This will be based on your feedback and research and will inform strategic actions for Digital Kitchener 2.0.

Thank you to everyone who participated in Phase 2. Your input is shaping the future of digital services in Kitchener. And congratulations to Nirav, our prize draw winner with a choice of an ActiveNet or Kitchener Utilities bill credit.

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