Raise the Hammer

Isn't changing a phone number akin to reorienting a stadium... a superficial change that doesn't change anything at all. It's training, transparency and attitude that needs to be changed, not the digits we dial to get information. The poor folks answering the phone are probably reliant on the same POS website as the rest of us to try to answer questions.

Isn't changing a phone number akin to reorienting a stadium... a superficial change that doesn't change anything at all.

Not at all. When you call the city right now, you hit a switchboard. They can probably answer the "easy" questions they get asked all the time - garbage pickup, where to direct complaints, taxes, paying parking tickets, etc., but they don't have the training, expertise or experience to properly answer your question - nor should they. Think if you were at the switchboard of a company - your job is to route a call, not answer the question in detail.

I've been hoping we get a 311 service. This is absolutely crucial to making it easier to get an answer to your question. Right now I've got about a half dozen questions I need answered regarding my new home and have no idea where to go - I'm interested in getting some trees planted by the city in my front yard, our sidewalks are a large safety hazard with cracks and heaving, finding out what exactly I require a building permit for, and others. Good luck in your campaign and bringing change to city services!

"A 311 service is quite different. When you call, you reach someone who has the ability to answer a much greater range of questions, and has an escalation path to follow to get the more complex ones dealt with."

Training in both info and customer service are a HUGE part of what makes a 311 successful.

And given your track record in helping make Metrolinx a better customer focused organization, you could take charge at City Hall, Mr. Allen!

The problem is rooted in the planning, licensing and building departments which do not communicate with each other. Not answering phone calls or returning voice mail is universal. Sometimes you will pay the same fee to more than one department.

Example: You pay a $200 zoning check fee to the license department and find out you need to get a building permit before going any further. The building department then charges you a $200 zoning fee on top of the permit to make sure your work complies with zoning. You've just paid for the same thing twice. It is policy for licensing to waive the zoning fee if a building permit has been obtained, however most people don't know this and only find out after they've already paid.

I was actually told by a department head that most people pay the fee twice because they don't know any better. He then told me, with a straight face, that I was 'lucky' that someone 'tipped me off' to the fact, and thus I only paid once, but they prefer that people do not know.

So there you have it - customer service at City Hall is considered a tip off to the extortion that is considered standard procedure.

The best idea I've heard is a lot like this one. Mayoral candidate Mike Pattison suggests that business applicants be assigned a case worker to walk them through the procedures. This person would be your only contact and would deal with all the departments on your behalf. Their job would be to make sure your applications get approved quickly and efficiently. They would know the idiosynchracies of each department and get answers as needed instead of the stonewalling members of the public are used to.

However, I think the only solution is a complete gutting and replacement of all these departments and the bylaws that govern them.

The problem is rooted in the planning, licensing and building departments which do not communicate with each other.

They're the same department. Building and licensing are the same, planning is in the same area and in regular meetings. What you've said doesn't have a shred of proof or truth.

Do you work for the city?

Building department contact (source: http://www.hamilton.ca/UPP/BuildingServi... 71 Main Street West (3rd Floor) Phone: 905-546-2720 Email: building@hamilton.ca

Licensing department contact (source: http://www.hamilton.ca/CityDepartments/P... 77 James Street North (Main Floor), Suite #250 Phone: 905-546-2782 (Press "3" for licensing) Email: mle@hamilton.ca

While you are correct in that they are both under Planning and Economic Development and technically branches of the same department, the reality on the ground is much different. For one thing, they are in different buildings.

A high level staffer at the licensing office told me (exact quote) "We don't care about the building department," referring to fees I had paid to the building department which he felt I should have also paid to licensing.

What you've said doesn't have a shred of proof or truth.

I could only wish. I wish none of what I said in that post was true. I would be richer and have years added to my life.

Do you work for the city?

I do not, but I did. In fact, when I did, it was in building and licensing, which is why I feel I can speak to the subject.

The licensing number goes to things that require a license, such as taxi drivers, tow truck drivers, businesses, etc. Building handles all building related activities, such as permits, inspections, review of plans, etc.

It looks like licensing may have moved from city hall over to the old Eatons Centre since I worked there, which was about 10 years ago, but when I did, building was on the left half of the 3rd floor, licensing on the right.

But, to be honest, are you confusing what licensing does with what building does? Have you had a bad experience there and are out to tell everyone about it?

But, to be honest, are you confusing what licensing does with what building does? Have you had a bad experience there and are out to tell everyone about it?

Actually I've tried to move on with my life for the most part, but I did have a bad experience with building and licensing which I feel is relevant to a discussion about customer service at the City. I think the misinformation, lack of communication and seemingly deliberate obfuscation that I received is indicative of cultural and organizational problems.

I understand what the building and licensing departments do. I got my license from the license department and I got my building permit from the building department (or office, whatever you want to call it.) Because of my situation, the permit was a prerequisite for the license.

They should act more as one department, but they don't. In addition to having to go to two different offices and deal with (at least) two different staff, you can end up handing over money at two different counters when you really only needed to do it at one. And those fees are not cheap.

The City has taken steps to rectify this - the so-called 'one stop for business' counter at the ground floor of City Hall. They can deal with licensing issues but if you need to deal with the building department, you're on your own. This is a baby step but they need to be able to bring more departments together, give out correct information more consistently, and follow through with their clients. They need to 'own the problem.'

A 311 service would be useful for the simple fact that someone would answer the phone when you call it. As it stands, noone else at City Hall does.

after 20 years living in toronto .. I've found the hamilton civil servants to actually be helpful. may be i have low expectations. But it is a huge step up.

I'm pretty sure this is all underway already with the service delivery review and call handling initiative that was passed by Council Dec 2013. I'd post the link, but I forgot my login creds...the report is googlable...

I think I know this guy :) Awesome idea.

311 for people to stupid to dial 546-2424

thats the switchboard. 546-CITY (2489) is the all purposes number

See the discussion above. We're not talking about a switchboard.

Clearly you've never telephoned that number.

I have many times, never a problem for me.
if they go to a 311 service who do you think will answer the phone? it will be the same as now, only quicker to call.

if they go to a 311 service who do you think will answer the phone?

Probably staff trained for this, or if we share your sad view, existing staff who have been retrained.