The City of Thunder Bay is moving forward with plans to create a centralized Customer Service Division, a “one-stop shop” designed to make it easier and faster for residents to access City services.

The new division will bring together front-line services so that residents can contact the City by phone, email, online, or in person—without needing to know which specific department to call. This change will reduce wait times, improve follow-up, and create a more consistent and inclusive service experience.

“Centralizing customer service will make it easier for residents to get the answers and support they need, no matter how they contact us,” said Dana Earle, Director of Customer Service, who is leading the project. “This initiative is about delivering excellent service consistently, ensuring that residents feel heard, respected, and supported from the very first point of contact.”

The City is inviting all residents to share their input during this early stage of engagement. The first survey is available until October 31, 2025. Focus groups are also being organized for November and December, with sign-ups available on the Get Involved page.

The centralized Customer Service Division is planned to launch in Q4 2026.

For more information and to get involved, visit www.thunderbay.ca/getinvolved. 

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Contact: Dana Earle, Director – Customer Service, 807-633-0133