Putting Citizens at the Heart of a Connected City

Cities across the world are accelerating their digital transformation to create more transparent, agile and citizen-centric public services. In Canada, municipalities are investing in digital platforms to improve accessibility, streamline operations and strengthen citizen engagement.

In line with this trend, a major Canadian city launched its Integrated Citizen Relationship Management (ICRM) program, inspired by its strategic vision to become an agile, ethical, transparent and citizen-focused municipal organization. The program aimed to position the city as a leader in citizen relations in Canada through digital acceleration.

The city sought to: 

• Strengthen citizen relationships through a unified, digital-first engagement model. 
• Consolidate requests and interactions across departments into an integrated CRM approach. 
• Coordinate the projects under the ICRM umbrella: CRM enhancement, internal requests, Citizen 360, bilateral agreements and virtual appointments. 
• Align the program with related initiatives, including a data governance project and a digital payment solution. 
• Track the benefits generated by these efforts. 

Sia partnered with the municipality to support the design, coordination and governance of the ICRM program: 

• Program structuring: helping define the ICRM roadmap, governance and key performance indicators in line with the city's digital strategy. 
• Project coordination: coordinating the projects under the ICRM umbrella, including CRM enhancement, internal requests, Citizen 360, bilateral agreements and virtual appointments. 
• Collaboration: working with related initiatives, such as the Data Governance project and the Digital Payment Solution. 
• Benefit tracking: tracking the benefits generated by the program. 

The program gave the city a single structure to coordinate its citizen-relations projects, to align them with related digital initiatives and to track the benefits they generated, in support of its ambition to lead in citizen relations through digital acceleration. 

By combining program governance, a clear view of the citizen experience and a focus on measurable benefits, Sia helps cities turn digital ambitions into better public services.