Go to home page
A culture of constant improvement at The City of Calgary.
Follow us on

Corporate Customer Service Framework

The Customer Service Framework is an important part of making The City of Calgary a more citizen-focused organization. This framework will reinforce good customer service practices and standards throughout The City. This is a key part of Transforming Government because it encourages a culture of constant improvement at The City of Calgary. Our commitment to citizens, our customers, and each other is to Listen.Respect.Act.

The following is a real-life example of how the Corporate Customer Service Framework improves the citizen experience at The City. It was a 311 call to complement City staff:

"I’m not from Calgary, but I would like to compliment many of the City staff I encountered while here. First, I phoned 311 for directions to Canyon Meadows Pool and the agent’s instructions were concise and very easy to follow. When I got to the pool, I was impressed with the staff. The woman at the front desk was very friendly and gave me great information about the pool, community and Calgary in general. Finally, I saw the Roads crews out cleaning the streets near Canyon Meadows Pool, and they were all very conscious of the traffic around them and did their work in a safe and courteous manner. I’m very happy with all the City staff I encountered today!"

Go to home page
A culture of constant improvement at The City of Calgary.
Follow us on

What is Transforming Government?

Government exists to serve citizens. Every day, citizens are touched by The City of Calgary and the services it offers. Transforming Government is a culture of constant improvement at The City of Calgary — improvement that makes life better for all citizens.

In 2011, Mayor Naheed Nenshi and City Council unanimously agreed to embrace and reinforce this approach to constant improvement — Transforming Government is a way to do just that. So, when you see the Transforming Government stamp on something, you know it is part of something that makes Calgary even better.

A public work, an initiative, project, program or plan marked with Transforming Government reflects one or more of the following principles:

Transparency provides a clear view of exactly what’s going on “behind the scenes”, so citizens can understand why a project or service exists.

Accountability is the clear demonstration of how and why The City has done something, and that The City and Council accept responsibility for the decision, program or plan.

Civic Engagement is a commitment to bring together citizens, organizations, and City employees in the planning and development of our great city.

Innovation describes new ideas, services, or approaches that make living and working in Calgary even better.

Citizen Orientation ensures that a program, project or service is designed with customers or citizens in mind.

Sustainability describes long-term thinking that makes for a healthy community, environment, and economy, now and in the future.

Public Spaces

Customer Service