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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, 24 hours a day, 7 days a week via phone, web, and app. Learn more about how to access 311 services.

They provide real time metrics and data to the corporation, providing a profile of the service needs of citizens. They also work with other business units to configure new information and services into the 311 system. 311 also monitors and responds to citizens on social media 24/7.


This area is an in-house advertising agency, which delivers on-brand creative products.  They provide services such as graphic design, copy writing, editing, illustration and videography.

Business Operations, Web and Digital

This area is responsible for strategy services and reporting. The web and digital team manages site structure and content across digital channels. They also have the ability to develop new web and digital products to meet customer needs.

Customer Experience and Research

Customer experience provides customer data and insights and maintains the citizen dashboard. Corporate research offers consultation and execution on research initiatives. 


Engage is responsible for engaging with City stakeholders to gather meaningful input to influence City decision-making. They provide a full range of services from the planning, execution and reporting of engagement activities. Find research and engagement reports gathered on a variety of topics by visiting the Research and Engagement Library.

Public and Employee Communications

This team is responsible for employee communications, 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. 


The Strategy team is a new functional team within Customer Service and Communications. Their primary responsibility is to help deliver business outcomes through the development of integrated marketing & communication plans. They focus on the big picture, organization-wide priorities and key communication milestones. They ensure that external communications are citizen/customer focused and follow the ‘One City. One Voice’ philosophy/mandate.​​