The City of Niagara Falls has received national recognition for its work to modernize municipal service delivery.
The city was honoured by Municipal Service Delivery Officials’ Canada with the 2026 Excellence in Transformation Award for its At Your Service Niagara Falls initiative. The award was presented at the 2026 MSDO National Conference.
In addition to the city-wide recognition, Shelley Darlington, General Manager of Corporate Services, received the MSDO Lifetime Service Award, while Carey Campbell, Manager, Office of the Mayor and CAO, was honoured with a Certificate of Recognition for Excellence in Customer Service.
MSDO is a national organization that brings together senior municipal service delivery professionals from across Canada to share best practices and recognize excellence in service delivery.
The Excellence in Transformation Award recognizes excellence in transforming how municipal services are delivered. It was awarded to At Your Service Niagara Falls, a Council-approved, organization-wide transformation initiative that re-engineered how the city designs and delivers municipal service.
The program replaced an outdated, decentralized, department-driven model with a standardized one-window service delivery model. The initiative is delivered through people, policy, and technology at City Hall and the MacBain Community Centre, with extended hours and seven-day service.
Services are supported through integrated channels, including in-person, phone, email, and a 24/7 online customer portal, providing a more welcoming and consistent customer experience. The city says the initiative has improved access, consistency, and accountability for residents, businesses, and Niagara Falls’ more than 14 million annual visitors.
Mayor Jim Diodati said the recognition puts Niagara Falls on the national stage.
“This award puts Niagara Falls on the national stage as a leader in modern municipal service delivery. At Your Service Niagara Falls has completely changed the way people interact with City Hall by making service faster, more accessible and centred around the customer experience. Congratulations to our staff for embracing innovation and proving that municipalities can deliver world-class service with heart, efficiency and accountability.”
Darlington said the award reflects work done across the organization.
“I’m incredibly proud of our team and the work that has gone into At Your Service Niagara Falls,” said Shelley Darlington, General Manager of Corporate Services. “This recognition reflects a shared commitment across the organization to deliver a more welcoming, consistent, and people-centred service experience. It reinforces our focus on putting residents at the heart of everything we do.”
Darlington was also recognized individually with the MSDO Lifetime Service Award, which is presented to individuals in recognition of their long-standing volunteer commitment and contributions to the organization. She was honoured for nearly two decades of leadership, advocacy, and dedication to advancing municipal service delivery across Canada.
Campbell’s Certificate of Recognition for Excellence in Customer Service recognizes individuals who demonstrate exceptional customer service, including a strong commitment to delivering personalized service with empathy and care.
The MSDO Awards for Outstanding Achievements celebrate innovation, leadership, and excellence in municipal service delivery, highlighting municipalities, teams, and individuals who are advancing service delivery practices across the country.
