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Rob and Nancy (family)

Cut Red Tape
Rob and Nancy - citizens personas

Rob and Nancy live in Calgary and are parents to two young children. They lead an active lifestyle with their kids involved in swimming lessons at Shouldice Pool and art programs at the North Mount Pleasant Art Centre. Rob and Nancy interact with The City only a few times a year – mostly when registering their children in programs and recently to obtain a building permit to develop their basement. Due to construction in their neighbourhood, they have also logged a service request on 311 online to report a pothole.

Here’s how the Cut Red Tape program has made a difference to Rob and Nancy’s family.

Nancy was able to register her children for the next swimming class right on location upon receiving their report cards and seeing what level they could progress to. This provided a convenient way to register the kids and allowed her to ask questions about the next level. In the past when she’d tried to register onsite the staff had responded that they were unable to process her registration and that she would have to phone or register online when she returned home.

Rob used eAppointment to set a meeting time at City Hall to apply for a building permit for their basement development. This saved him approximately an hour of wait time and was much more convenient knowing exactly what time he could meet with a City employee to complete his application and ask questions about the building permit.

Nancy found it convenient to submit an online service request to repair a pothole online. She also appreciated the ability to log on to view the real time status of her Roads request. She could see exactly when it would be repaired and know that the appropriate City department was looking after it.

These cut red tape solutions may seem simple but they make a big difference to families like Rob and Nancy’s. Their interactions with The City are positive and focused on their needs, making it an enjoyable experience.