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Customer Service & Communications (CSC)

​Customer Service & Communications (CSC) is the business unit at The City of Calgary that ensures Calgarians understand and are aware of programs and services through communications, marketing, social media, media relations and 311 support.

A communications strategy is implemented for each campaign, incorporating the entire cycle of communications: research, citizen engagement, creation of content, graphic design, website development, campaign evaluation and measurement.

CSC consists of 311/Citizen Services, Advertising, Business Operations, Web & Digital, Customer Experience & Research, Engage, Public & Employee Communications and Strategy.

311/Citizen Services

311 connects Calgarians to City information and services. Calgarians can contact 311 24 hours a day, seven days a week online, through the mobile app or by calling one easy to remember phone number.

311 also provides business units with data and trends from citizen calls, which can be used for strategic business planning.

Advertising

Advertising is a full service, internal creative agency, that develops creative strategies and direction for print, digital, audio, video, and more.

Client Communications

CSC Client Communications Team works closely with business units to provide strategic communications planning and implementation to meet the goals and objectives of the business unit. Together with other CSC lines of business, the Client Communications Team builds comprehensive campaign and creative collateral to inform and educate citizens about City projects, programs and services.

Employee Communications

Develop employee communications strategies to inform, equip and inspire City employees.

Engage

The Engage Resource Unit offers a coordinated approach of public engagement-related services tailored to meet our clients, stakeholders’ and citizen needs in today’s ever-evolving engagement landscape. We not only help project teams navigate the ins and outs of public engagement but also offer facilitation, strategy, and advise on how to work with Council.

The Engage Team supports the Engage Policy and Engage Framework Engage Framework, which are in place to ensure The City sets a standard of excellence when working with citizens and stakeholders by following engagement best practices consistently across The Corporation.

Marketing

We manage the social media and corporate marketing channels, do corporate media buying and print production services, and support departmental marketing and communication campaign needs.

We provide strategic recommendations and execution on the most appropriate channels to reach defined audiences and objectives​​

Media Relations

This team is responsible for media relations, social media and crisis communications. The team also manages City channels (e.g. digital displays, Report to Calgarians, elevator panels) while being responsible for public promotion through media planning and buying. 

Research

Research provides customer data and insights and maintains the citizen dashboard. They also offer consultation and execution on research initiatives.  Find research gathered on a variety of topics by visiting the Research Library.

Web & Digital

The Web and Digital Team provides a number of services to support your needs when creating and maintaining digital content on calgary.ca, myCity, and elsewhere.