Case Study: Hastings Highlands achieves stronger citizen engagement and service efficiency with AccessE11

Hasting Highlands - Customer Case Study

Hasting Highlands, a township in Ontario, wanted to improve customer service for its 4,000 residents, seasonal population, and tourists, after its previous process was inefficient and service requests were not being tracked properly. This led to residents being bounced between staff members and created frustration across the community.

With AccessE11, the municipality implemented a user-friendly service request platform that made it easy for staff and citizens to submit and route issues, including by phone, in person, or directly from email signatures. Since adopting AccessE11 in October 2020, Hasting Highlands has handled about 1,900 service requests compared with only 40–50 formal requests per year previously, without increasing staffing, while also improving reporting, budgeting, communications, and overall citizen engagement.

Hasting Highlands