The City of Calgary serves Calgarians on a daily basis through a variety of products and services. Customer Service & Communications (CSC) ensures Calgarians understand, and are aware of these programs and services through communications, marketing, social media, media relations and 3-1-1 support. A communications strategy is implemented for each campaign, incorporating the entire cycle of communications: research, citizen engagement, creation of content, graphic design, campaign evaluation and measurement.
CSC consists of: 3-1-1/Citizen Services, Corporate Marketing & Communications, Creative Services, and Engagement & Communications Partner Services.
3-1-1: Easy access to City services
3-1-1 provides Calgarians with easy access to City information and services both over the phone and through the web. The 3-1-1 team responds to citizen inquires, assigns City crews based on citizen requests, and assists City business units by providing them with trends and performance tracking from 3-1-1 calls. In 2011, 3-1-1 was among one of the top methods for citizens to contact The City (2011 Citizen Satisfaction Survey). Ensuring that citizens have direct access with The City 24/7 is critical for CSC.
Research and getting input from Calgarians:
The CSC Engagement and Research teams ensure that Calgarians are front and center when building communication strategies and when making City decisions. These teams reach out for citizen views and opinions through statistically-based research and two-way conversations and dialogue with citizens. Being inclusive and accessible is core to CSC’s service.
Communications and marketing:
The City of Calgary Newsroom app
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Corporate Marketing & Communications and
Creative Services work together to create
award winning campaigns that break through the clutter of communications that citizens receive each day.
These teams work closely with Communication Partner Services, a team of communicators who provide strategic communication planning and execution for City business units. These teams work together to build comprehensive communication strategies and creative collateral to informs and educate citizens about City projects, programs and services.
Almost This Close - Parks Campaign
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CSC takes an integrated approach to communications planning, incorporating both traditional and digital media tactics while using only the most relevant tools and technologies. CSC aims to ensure that the communications The City produces connects The City to the needs of the citizens.
