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In a bid to modernize and improve services, King Township unveiled its Digital Transformation Framework in 2024. This strategic blueprint aims to leverage technology, data and innovation to elevate Township services, engage the community and streamline business operations.
The framework is intended to be implemented through a two-phased approach. The first phase, which began in May 2024, laid the groundwork for our digital journey. The subsequent phase, concluding in 2025, will evolve based on insights gained during the first phase and the successes of initial projects.
Digital transformation is increasingly important for municipal governments. It allows them to improve service delivery, engage citizens more effectively and make data-driven decisions. This framework represents King Township's commitment to embracing digital innovation for the benefit of its residents and the community at large.
In a bid to modernize and improve services, King Township unveiled its Digital Transformation Framework in 2024. This strategic blueprint aims to leverage technology, data and innovation to elevate Township services, engage the community and streamline business operations.
The framework is intended to be implemented through a two-phased approach. The first phase, which began in May 2024, laid the groundwork for our digital journey. The subsequent phase, concluding in 2025, will evolve based on insights gained during the first phase and the successes of initial projects.
Digital transformation is increasingly important for municipal governments. It allows them to improve service delivery, engage citizens more effectively and make data-driven decisions. This framework represents King Township's commitment to embracing digital innovation for the benefit of its residents and the community at large.
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Since the launch of our first Digital Transformation Framework, we have introduced several related services including:
By providing seamless first point-of-contact assistance (and no wait times) Kingsley has revolutionized how residents access information and interact with Township services. Located discreetly in the bottom right corner of every webpage, Kingsley is always available to provide instant answers.
Key highlights of Kingsley’s success:
1,000+ engaged conversations: Residents have turned to Kingsley over 1,000 times to find answers to diverse questions ranging from permits, traffic calming studies and rules for raising chickens to garbage collection schedules.
By providing seamless first point-of-contact assistance (and no wait times) Kingsley has revolutionized how residents access information and interact with Township services. Located discreetly in the bottom right corner of every webpage, Kingsley is always available to provide instant answers.
Key highlights of Kingsley’s success:
1,000+ engaged conversations: Residents have turned to Kingsley over 1,000 times to find answers to diverse questions ranging from permits, traffic calming studies and rules for raising chickens to garbage collection schedules.
88% customer satisfaction rating: The positive feedback highlights Kingsley’s effectiveness in finding residents the information they’re looking for (including real-time weather updates!)
AI-driven resolutions: Roughly two-thirds of conversations were resolved entirely by Kingsley’s AI. For the rest, Kingsley offered an easy option to escalate queries outside its capabilities to the ServiceKING team via email.
Support outside business hours: Approximately 40% of Kingsley’s interactions occurred outside regular business hours, demonstrating the value in 24/7 accessibility and convenience.
Leveraging data visualization technology, The Township of King's Service Performance Dashboard is intended to communicate how our municipal services are performing, as outlined within the Corporate Service Inventory and Service Profiles. From pothole repairs, to snow clearing, waste collection or recreational programming and more, we collect and analyze service performance data on an annual basis to determine if we are maintaining our service levels and standards (from both a volume / demand and quality / value perspective) and/or where improvements may be needed to "turn the curve" on any of the performance measures.
Self-Serve Appointment Booking
To increase efficiency and reduce back-and-forth communications, we have deployed self-serve appointment booking for select King services. We plan to expand this list over time.
King Township is leading the way in digital transformation with the adoption of a ‘Responsible Artificial Intelligence (AI) Roadmap’ that outlines the Township’s AI principles, results of maturity assessments, future plans and more. As one of the first municipalities in Canada to implement an AI-specific roadmap, King Township is committed to leveraging the benefits of AI while implementing high standards of safety and integrity.
Hosted at the King City Library, residents joined us for an engaging and informative session on the history and evolution of Artificial Intelligence (AI). We are exploring opportunities to continue providing further learning initiatives for our community.
Digital Transformation Framework 2.0 is currently at this stage
This consultation is open for contributions.
Under Review
this is an upcoming stage for Digital Transformation Framework 2.0
Contributions to this consultation are closed for evaluation and review. The project team will report back on key outcomes.
Final report
this is an upcoming stage for Digital Transformation Framework 2.0
The final outcomes of the consultation are documented here. This may include a summary of all contributions collected as well as recommendations for future action.
