My.NOTL Frequently Asked Questions

• What is My.NOTL?

  My.NOTL is the Town of Niagara-on-the-Lake’s new CRM. It helps the Town manage service requests, inquiries, complaints, and follow-ups in one centralized system. 

  The platform also includes a new self-service resident portal, making it easier to submit and track requests online. 

• What is a CRM?

  CRM stands for Customer Relationship Management. A CRM is a centralized, cloud-based system used to manage interactions and information related to customer service. 

  For the Town, this means bringing service requests, resident information, communications, and follow-up activities together in one system. 

• Why did the Town introduce a new system?

  My.NOTL modernizes how the Town receives, manages and responds to service requests. 

  The system provides improved tools for both residents and Staff, including online request tracking, automated workflows, GIS integration, enhanced reporting and improved access to information. It also reduces the manual data entry required by the previous system, helping requests move more efficiently through the process and allowing Staff to focus more time on responding to and resolving resident concerns. The improved data collected through the system will also help the Town identify trends, better understand service needs and use that information to inform future service improvements. 

  The project supports Council's Strategic Plan and its Streamline & Modernize priority. 

• What can I do through the My.NOTL resident portal?

  Residents can use the portal to: 

  • Submit a service request online 
  • Track the status of a request 

  • Receive updates about a request 

  • View their service request history 
• Do I need an account to submit a service request?

  No. Residents can submit a service request through the My.NOTL portal without creating an account. However, the Town encourages residents to register, as an account provides a better experience and more information about their request. 

  Benefits of creating a My.NOTL account include the ability to: 

  • Track the status of a submitted request 

  • Receive updates as a request progresses 

  • View a history of past service requests 

  • Save contact information so future requests can be submitted more quickly 

  • Access request details at any time, without needing to call or email the Town 
• How do I access My.NOTL?

  Visit my.notl.com to access the My.NOTL resident portal.

• What types of requests can I submit?

  Residents can use My.NOTL to report or request assistance with a variety of municipal services, including pot holes, tree branches down, etc.  

• What happens after I submit a request?

  Once a request is submitted, it is recorded in My.NOTL and automatically routed to the responsible section's queue for review and follow-up. Residents will receive a confirmation email that includes their Case Number, which can be used when following up with the Town about the request. 

  Residents using the portal can track their request and view updates as it progresses. 

• Can I still call or email the Town?

  Yes. My.NOTL provides an additional, convenient way to access Town services online. 

  Residents can continue to contact the Town by calling 905-468-3266 or emailing info@notl.com. Emails sent to this address reach a Customer Experience Representative, who can help with general inquiries and direct the matter as needed. 

  To submit a service request by email, residents can write to service@notl.com. Emails sent to this address are entered directly into My.NOTL as a service request. 

• What happened to requests submitted through the previous system?

  The Town operated its previous customer service system alongside My.NOTL during the initial transition to help ensure existing requests continued to be addressed. 

  Staff will continue to work to address previously submitted requests in the old system.  

• How does My.NOTL improve customer service?

  My.NOTL provides a more streamlined way to manage service requests from submission through resolution. 

  For residents, this means a clearer and more responsive experience: 

  • One place to submit and track requests online, at any time of day 

  • An email confirmation and Case Number for every request submitted 

  • Visibility into the status of a request, without having to call or email for an update 

  • More consistent and timely responses, as requests are automatically routed to the responsible section's queue 

  It also gives Town Staff improved access to request history and information, while providing managers with real-time reporting and analytics to help identify trends and opportunities to improve service delivery. 

  Together, these improvements help the Town respond faster, communicate more clearly with residents and use what it learns to keep improving service.