Region of Waterloo Results • Nearly 400,000 calls, service requests, and citizen interactions handled annually. • More than 100 different case types handled via seamless integration with six different service departments. • Online, self-service processes for waste collection, compliments, and complaints help streamline and automate service delivery. Opportunity The Region of Waterloo is a two-tier government system that provides services to residents, including waste collection, public health, housing, employment, and income support. The Region of Waterloo’s Service First Call Centre answers non-emergency calls related to citizen service. Although these are non-emergency calls, they are extremely important to citizens and the Service First Call Centre. To respond in a ti

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