• Service Stouffville lets residents file and track service requests directly through the Town’s website.
  • The portal streamlines the process and guides users through category selection, location mapping, photo uploads, and follow-up preferences.
  • Built with existing software, the tool launched at no additional capital cost and is designed to support the growing community.
  • Of the first 482 submissions, more than 70 percent have already been resolved, with faster turnaround times reported.
  • The system can identify when an issue is outside Town jurisdiction and redirect individuals to the proper resource.
  • Council has requested more prominent website placement and promotion to ensure the community can easily find and use the new tool.

 

If a Stouffville resident has a problem requiring Town attention, they traditionally faced two choices: call or email Customer Service, or contact their local Councillor. While those channels eventually route concerns to the right municipal team, the mix of communication paths can sometimes result in inefficient outcomes.

To improve that experience for all parties, a new online tool was introduced which allows residents to file service requests directly through the Town’s website. Now branded as Service Stouffville, the concept first emerged in 2023 when Staff were considering how to best serve the future community.

“As the Town continues to experience growth, the need for accessible, convenient, and modern service channels has become increasingly important,” a recent Staff report explains. “The new feature will provide a centralized, user-friendly system that enhances transparency, improves response tracking, and streamlines the intake and submission process.”

The portal launched late last month and was presented to Council during its Dec. 3 meeting. The new asset was built internally using existing software, meaning no additional capital costs were incurred. Service Stouffville supports a wide range of requests, including road and sidewalk repairs, snow clearing, and bylaw complaints. It also provides access to applications, permits, rentals, and tax and billing forms.

Commissioner of Leisure Services Rob Braid described it as an “easier, faster, and more intuitive” way for residents to address municipal concerns and stay connected with Staff throughout the process.

Manager of Customer Service and project lead Cassandra Tornabene said the community had outgrown the Town’s earlier service request software capacity. “We knew that modernizing this tool wasn’t only going to be beneficial, but it was also going to be essential to keeping up with our growing town, and delivering the level of high quality services we know that our residents and community deserve,” she said.

Early data shows strong uptake. As of Dec. 3, 482 service requests had already been filed through the new portal. Just over 70 percent of those submissions have already been resolved, and Staff have seen noticeable reductions in typical resolution times.

Service Stouffville can also determine whether or not an issue falls under the Town’s jurisdiction. Tornabene highlighted a hypothetical case where a resident reports a problem on a Regional road; the portal recognizes it as a York Region responsibility and connects them to the appropriate resource.

Submitting a request takes only minutes. Users choose a service category, pinpoint the location, upload photos, answer brief questions, and select how they want to receive updates. Each request generates a reference number that allows for online and phone-in progress checks.

Council praised Staff’s work and the launch but asked that the portal be made more visible on the Town’s website. Currently, Service Stouffville is listed under the “Contact Us” page, and Councillor Sue Sherban requested a more direct and clearly marked access point for individuals landing on the Town’s homepage.

Regular promotion of the tool was also requested through On The Road magazine, and Staff said they would take back Council’s input for consideration.

Chief Administrative Officer Sunny Bains commended Staff for delivering the project on an aggressive timeline, calling it a “made in Stouffville solution for Stouffville.” Bains was also the first resident to use the portal, submitting a request about a street light near his home.

“I was really pleased: I got a ticket number, I got a response, and when the item was resolved, I got closure on it,” Bains said. “This is a huge gap that’s being filled.”