Over 200 Kitchener residents and staff shared their thoughts on how to improve the city’s digital services. Here's what we learned from the survey results.

What you said was not working well

• Hard-to-use websites: Many of you said city websites are confusing, with broken links and poor search tools. Sites like ActiveNet, Kitchener.ca and eBilling were mentioned most.
• Hard to find information: Even when information is there, it’s often unclear or incomplete.
• Not enough awareness: Nearly 1 in 3 residents didn’t know about available online services. You want updates sent to you—by email, text, or social media—about things like garbage collection, events and emergencies.

What you want to see

• Simpler, smarter websites: Easier navigation, clearer content and better search tools.
• More communication: Proactive updates so you don’t have to go looking for information.
• Better access: More online services, easier payments and tools that work for people with disabilities.

How you feel about using AI

• You’re already using it: 80% of residents use AI in daily life.
• You’re open to it: Over half feel comfortable with the city using AI - especially if it helps with things like maintenance or finding information.
• But accuracy matters: You want AI to be helpful, respectful and accurate. And you want it built with privacy in mind.

Your ideas for the future

• Smart traffic lights
• Solar-powered energy solutions
• One login for all city services

What’s next:

• People volunteered to participate at in-person engagement sessions where we’ll develop and prioritize solutions and actions based on what we heard
• After these sessions are completed, we’ll send out another survey to make sure we’re heading in the right direction