Town of Caledon honoured with award of excellence in service delivery

CALEDON, ON (July 08, 2025) – The Town of Caledon is proud to announce that its Service Delivery team has received a national award from the Municipal Service Delivery Officials (MSDO) network for Excellence in Service Delivery. The award recognizes innovative practices that improve service outcomes for residents.

Caledon was awarded for two standout initiatives: a staff shadowing program and a robust cross-training strategy. The staff shadowing program pairs new hires and senior leaders with front-line staff to observe customer service interactions firsthand and reinforce Caledon’s CARE Standards (Courteous, Accurate, Responsive, Easy to navigate). More than 100 employees participated in this immersive experience, helping to strengthen service consistency and internal collaboration. Additionally, the team developed a flexible Bench Team made up of cross-trained Recreation Customer Service staff who provide critical support during peak service periods and after-hours through 311. This approach enhanced service delivery while creating new staff development opportunities.

“This award reflects our commitment to responsive, people-first service,” said Mayor Annette Groves. “We’re incredibly proud of our team’s leadership and dedication to improving the resident experience.”

This recognition aligns directly with Caledon’s Strategic Plan priority of Service Excellence and Accountability, which emphasizes continuous improvement, staff development, and accessible, resident-centered service delivery. By fostering a skilled, agile workforce and expanding service hours, the Service Delivery team is helping to make municipal services easier to access, more consistent, and more transparent.

 "I am incredibly proud of our entire team for earning this prestigious award," said Nathan Hyde, Chief Administrative Officer. "This recognition is a testament to the hard work, dedication, and passion our staff bring every day to serve our community. Their commitment to service excellence, innovation, and continuous improvement—key pillars of our Strategic Plan—is what drives our success. By investing in our employees and empowering them to deliver exceptional service, we’re building a more responsive, resident-focused organization."

MSDO is a national organization connecting municipal professionals committed to advancing local service delivery through innovation, collaboration, and continuous improvement. Caledon has been an active member of MSDO since 2014, continuously investing in professional development and best practices that benefit both residents and staff.

Michelle Orth (MSDO Chair) presents Town of Caledon Staff with the Excellence in Service Delivery Award.

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Media contact:
Communications
905.584.2272 | communications@caledon.ca
www.caledon.ca | @TownofCaledon

About Caledon 

Caledon is home to close to 80,000 residents and 4,000 businesses and is well-known for its natural attractions, rural charm and vital role in the economic engine of the Greater Toronto Area. It will soon be one of Ontario’s fastest growing communities as it prepares to become a city of 300,000 residents and 125,000 jobs by 2051. Under its current strategic plan, Caledon’s priorities remain environmental leadership, community vitality and livability, enhanced transportation and mobility, and service excellence and accountability. For more information, visit Caledon.ca or follow us on Facebook, Instagram, LinkedIn, Bluesky and X (formerly Twitter).