Press release

MPAC Receives Virtual HDI Support Center Certification

Sponsored by Businesswire

HDI, the leading organization dedicated to elevating service and support across the enterprise, is pleased to announce that the Municipal Property Assessment Corporation (MPAC), the government agency responsible for assessing and classifying all properties in Ontario, Canada, has received HDI Support Center Certification. HDI Support Center Certification is an award that recognizes a support center’s commitment to excellence, efficiency and service quality based on the HDI Support Center Standard. The Standard was developed by the HDI International Certification Standards Committee which consists of more than 25 practitioners and experts from around the world.

The certification program was conducted virtually by an HDI consultant through a series of remote discovery sessions and concluded with a comprehensive summary report – which conforms to existing international quality standards such as the European Foundation for Quality Management (EFQM). Certification is awarded based on excellence in the core areas on which the HDI Support Center Certification program focuses: leadership, policy and strategy, people management, resources, process and procedure, people satisfaction, customer satisfaction, and performance results.

“The HDI Support Center Certification is the most comprehensive, rigorous and in-depth certification program in the support industry,” said Stratos Kaloutas, Manager, IT Support, MPAC. “This achievement is an affirmation of our journey to become a world-class support organization, and MPAC’s ongoing commitment to revolutionize the way we manage and value our people, processes and tools.”

“HDI Support Center Certification provides a competitive advantage and recognition for organizations that are dedicated to performance and productivity in the support center,” said Tara Gibb, Group Portfolio Director, HDI. “The process leading to HDI certification improves operational efficiencies and effectiveness, which ultimately results in increased customer satisfaction and retention.”

The goal of the HDI Support Center Certification is to recognize organizations that are capable of consistently providing excellent customer service and experiences, even as the organization and customer requirements evolve. To receive HDI Certification, a support center must undergo an onsite or virtual audit conducted by an HDI Certified Auditor and receive a minimum score in eight categories, as well as a minimum overall score. Participating organizations have reported significant business impacts like increased customer satisfaction and loyalty, improved employee retention and engagement, and operational efficiencies that drive profit.

For more information on HDI Support Center Certification, visit

About HDI

For thirty years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading live and virtual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at HDI is brought to you by Informa Tech.

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