Foundations
Improve customer service through the Service Simplified Strategy
Notes on Performance:
The 2025 budget process further reduced investments in the implementation of the Service Simplified strategy.
In 2025, staff focused efforts on initiatives that could be delivered using existing resources and that encourage a more consistent, collaborative, transparent, and customer-focused approaches to service changes across the organization:
• Developed service design standards and templates.
• Supported service improvement projects led by City departments (e.g. modernization of the City’s parking services and a new online business licensing platform).
All other recommendations in the Service Simplified Strategy have been paused. Plans for a centralized customer contact centre and the purchase of a customer relationship management system have been deferred until 2029.
| Scope | Schedule | Budget | |
|---|---|---|---|
| 2025 |
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| 2024 |
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