Unified Constituent Relationship Management for Ontario Municipalities
A purpose-built CRM platform that consolidates every resident interaction across departments into a single, auditable record — enabling faster service delivery, measurable accountability, and full compliance with Ontario privacy and accessibility requirements.
Faster Resolution
Single View of Resident
Departments Connected
Certified & Compliant
The Journey
From Fragmentation to Clarity
Fragmented Systems, Frustrated Residents
Your staff toggle between 5–8 disconnected systems to answer a single resident inquiry. Data lives in silos — tax in one database, permits in another, service requests in a spreadsheet. Every transfer between departments means the resident starts over.
Hidden Operational Overhead
Duplicate data entry, manual routing, and incomplete audit trails cost municipalities $40,000–$120,000 annually in staff time alone. Without a unified view, compliance risks grow and council reporting is unreliable.
One Platform. Every Interaction.
Civic CRM replaces departmental silos with a single, auditable record for every resident. Front counter, call centre, field crews, and digital channels — all connected. All compliant. All measurable.
Engineered for Measurable Impact
Civic CRM is designed to deliver 40% faster case resolution, 78% first-contact resolution, and 60% reduction in duplicate data entry — with full MFIPPA and PIPEDA audit trail from deployment.
Measurable Impact
Engineered for Impact
Faster Resolution
Reduce average case resolution time through automated routing, SLA monitoring, and elimination of departmental hand-off delays.
Single Resident View
Consolidated profile spanning tax accounts, utility records, permits, service requests, and all historical interactions across every department.
MFIPPA Audit Trail
Every interaction logged with timestamp, agent, channel, and outcome — enabling complete compliance with access-to-information requests.
Reduced Duplicate Entry
Shared data model across departments eliminates redundant intake processes and ensures data consistency municipality-wide.
Platform Health
Always On. Always Secure.
Platform Uptime
Rolling 12-month average
Active Municipalities
Across Ontario
Avg API Response
P95 latency — last 24h
Customer Satisfaction
Across all deployments
The Challenge
Why the Status Quo Fails
Ontario municipalities manage thousands of resident interactions daily across multiple departments, channels, and legacy systems. Without a unified view, service quality suffers, compliance risk grows, and operational costs increase.
Resident information scattered across tax systems, utility databases, building permit applications, and departmental spreadsheets. Staff cannot see a complete picture at the front counter, over the phone, or through digital channels.
Measured Impact
Staff spend 12+ min per inquiry searching across systems
Without shared interaction history, residents repeat themselves with every call. Departments lack visibility into related open cases, resulting in duplicate work, missed commitments, and constituent frustration.
Measured Impact
38% of residents repeat their issue at least once per interaction
MFIPPA access requests require staff to search multiple systems manually. AODA compliance obligations are met inconsistently across channels. Audit trails are incomplete or non-existent in legacy workflows.
Measured Impact
Average MFIPPA response takes 4× longer without unified search
Council and senior leadership lack reliable data on service volumes, response times, and constituent satisfaction. Manual report generation consumes staff hours that could be spent on service delivery.
Measured Impact
3–5 staff days per month consumed by manual report assembly
Duplicate data entry across systems, reliance on paper-based intake, and manual routing of inquiries between departments increase per-interaction cost and extend resolution timelines.
Measured Impact
Per-interaction cost 2.3× higher with fragmented workflows
Estimated Annual Cost of Status Quo
$170K – $340K
Every resident deserves a government that remembers who they are. Civic CRM was designed to make that standard — one record, one platform, one consistent experience across every department and channel.
Product Vision
Civic CRM
The Solution
Civic CRM
Civic CRM provides a single, consolidated platform for managing all resident interactions. Built specifically for Ontario municipal requirements, it connects front counter staff, call centre agents, field workers, and digital channels into one auditable system — with role-based access, automated workflows, and full compliance with provincial privacy and accessibility legislation.
360° Resident Profile
Consolidated view of every interaction, request, and account across all departments and services.
Consolidated view of every interaction, request, and account across all departments and services.
Case Management
Track issues from intake to resolution with configurable workflows, escalation rules, and SLA monitoring.
Track issues from intake to resolution with configurable workflows, escalation rules, and SLA monitoring.
Communication Hub
Multi-channel outreach via email, SMS, and in-app notifications with template management and delivery tracking.
Multi-channel outreach via email, SMS, and in-app notifications with template management and delivery tracking.
Department Routing
Intelligent routing of resident inquiries to the right department with automatic priority classification.
Intelligent routing of resident inquiries to the right department with automatic priority classification.
Interaction History
Complete audit trail of every call, email, walk-in, and online interaction with timestamp and agent notes.
Complete audit trail of every call, email, walk-in, and online interaction with timestamp and agent notes.
Custom Fields & Forms
Extend the data model with municipality-specific fields, custom intake forms, and validation rules.
Extend the data model with municipality-specific fields, custom intake forms, and validation rules.
Who Benefits
Purpose-Built for Every Stakeholder
Chief Administrative Officer
Operational visibility and accountability
- Real-time dashboards showing service volumes, open cases, and SLA compliance across all departments
- Automated monthly reporting on constituent engagement trends — no manual data compilation required
- Complete audit trail supporting council accountability and public transparency obligations
- Risk reduction through systematic compliance with MFIPPA, AODA, and PIPEDA requirements
Operational visibility and accountability
- Real-time dashboards showing service volumes, open cases, and SLA compliance across all departments
- Automated monthly reporting on constituent engagement trends — no manual data compilation required
- Complete audit trail supporting council accountability and public transparency obligations
- Risk reduction through systematic compliance with MFIPPA, AODA, and PIPEDA requirements
Reduced integration burden and vendor consolidation
- REST API and pre-built connectors to Civic ERP, Property Tax, Utility Billing, and Work Order systems
- Canadian-hosted infrastructure — no cross-border data transfer concerns
- Role-based access control with Active Directory / SAML integration
- Scalable architecture supporting 50 to 5,000+ concurrent users without re-platforming
- Reduced shadow IT risk — one platform replaces departmental spreadsheet-based tracking
Cost control and measurable ROI
- Consolidated licensing reduces per-seat software cost versus maintaining multiple departmental tools
- Reduced call handling time lowers per-interaction cost at the front counter and call centre
- Automated case routing eliminates costly manual triage processes between departments
- Clear ROI metrics tied to staff time savings, call volume reduction, and first-contact resolution improvements
Staff productivity and service quality
- Configurable workflows that match existing departmental processes — no forced process changes
- SLA monitoring with escalation rules that prevent cases from falling through the cracks
- Workload distribution dashboards for capacity planning and resource allocation
- Templates and quick-actions that reduce data entry time per interaction by up to 45 seconds
Transparent pricing and vendor accountability
- Named-user licensing model with no hidden transaction or API call fees
- Published SLA commitments with measurable uptime guarantees
- Canadian-owned and operated — eligible for domestic procurement preferences where applicable
- Structured implementation methodology with fixed-scope phases and defined deliverables
- No proprietary data formats — full data export in standard formats at any time
Quick Reference
At a Glance
What Municipalities Say
Trusted by Municipal Leaders
Hear from the CAOs, IT managers, and front-line staff who transformed their municipalities with Civic CRM.
“Within six months, our average response time dropped from 72 hours to under 4. Residents started sending thank-you emails — that had never happened before.”
Margaret Chen
Director of Constituent Services
Township of Riverside · 45,000 residents
94%
Faster Response
Proven Results
Customer Success Stories
Real deployments. Real outcomes. Explore how Ontario municipalities transformed their operations.
Success Story
City of Maplewood
82,000 residents residents · Full deployment in 14 weeks · ROI achieved in 11 months
Challenge
Fragmented systems across 8 departments resulted in 72-hour average response times and no unified view of resident interactions.
Outcome
Deployed Civic CRM across all departments in 14 weeks. Achieved 94% faster response times and eliminated duplicate data entry across systems.
Key Results
94%
Faster Response
360°
Resident View
14 wk
Deployment
Get Started
Ready to Transform Constituent Service Delivery?
Schedule a consultation with our municipal solutions team to discuss your requirements, see a live demonstration, and receive a tailored implementation proposal.