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ild

ing

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rkh

am

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re T

og

eth

er

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urn

ey t

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elle

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e

Bu

ild

ing

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rkh

am

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utu

re

To

get

her

-C

ou

nci

l’s

Str

ate

gic

Pla

n

Fri

day A

pri

l 24

, 2

01

5M

ark

ha

m C

ivic

Ce

ntr

e

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ad

a R

oo

m

Co

un

cil

an

d S

en

ior

Sta

ff T

rain

ing

an

d E

du

cati

on

Se

ssio

n

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ild

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rkh

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re T

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Str

ate

gic

Go

als

20

15

to

20

19

2

•E

nga

ge

d,

Div

ers

e a

nd

Thri

vin

g C

ity √

•E

xce

ption

al S

erv

ices b

y E

xcep

tio

na

l P

eo

ple

–

Ap

ril 2

4th

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afe

an

d S

usta

ina

ble

Co

mm

un

ity -

TB

D

•S

tew

ard

ship

of M

one

y a

nd R

eso

urc

es -

TB

D

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ild

ing

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rkh

am

’s F

utu

re T

og

eth

er

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urn

ey t

o E

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elle

nc

e

•In

tro

du

ction

•G

oa

l Are

a R

evie

w &

re

-ca

p f

rom

last

se

ssio

n

•K

ey A

ctions f

or

Cou

ncil

Term

-cla

rification a

nd g

aps

E

xce

ptio

na

l S

erv

ice

s b

y E

xce

ptio

na

l P

eo

ple

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ble

Dis

cu

ssio

n a

nd

su

mm

ary

re

port

back

•Tw

o m

ore

half d

ays w

ill b

e s

chedule

d

Ag

en

da

3

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ild

ing

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rkh

am

’s F

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re T

og

eth

er

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urn

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elle

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e

Go

al:

Ex

ce

pti

on

al

Se

rv

ice

s b

y

Ex

ce

pti

on

al

Pe

op

le

4

Go

al S

tate

men

t: W

e w

ill f

oste

r a s

afe

and h

ealthy w

ork

en

viro

nm

ent, a

nd e

mbra

ce a

n o

rganiz

ationa

l culture

and

ad

op

t m

anage

me

nt

syste

ms t

hat em

pow

er

and inspire o

ur

em

plo

ye

es t

o b

e c

ham

pio

ns o

f excelle

nt

serv

ice d

eliv

ery

and

inn

ova

tive

pra

ctices.

Ob

jec

tiv

es:

1.

Impro

vin

g C

usto

mer

Serv

ice

2.

Tra

nsfo

rmin

g S

erv

ices thro

ug

h t

echno

logy a

nd

in

novation

3.

Str

en

gth

enin

g o

rganiz

atio

nal capa

city a

nd

effectivene

ss

Bu

ild

ing

Ma

rkh

am

’s F

utu

re T

og

eth

er

Jo

urn

ey t

o E

xc

elle

nc

e

Wh

at

We

Heard

•N

ee

d to

define s

erv

ice s

tandard

s a

cro

ss o

rganiz

ation

•N

ee

d to

unders

tand

tim

efr

am

e to a

ddre

ss s

erv

ice

issue

s

•A

ccess to s

erv

ice 2

4/7

•Im

pro

ved

co

mm

un

ica

tion

with

re

sid

en

ts

•A

rea

s for

serv

ice r

evie

ws –

win

ter

main

tenance,

By-l

aw

•M

ore

tra

inin

g a

nd c

ultura

l sensitiv

ity

Ob

jec

tiv

e 1

-Im

pr

ov

ing

Cu

sto

me

r S

er

vic

e

5

Bu

ild

ing

Ma

rkh

am

’s F

utu

re T

og

eth

er

Jo

urn

ey t

o E

xc

elle

nc

e

•Im

ple

ment n

ew

Custo

mer

Experience S

trate

gy

C

usto

mer

Serv

ice S

tandard

s f

or

key s

erv

ices

C

om

mu

nic

ate

and

ed

uca

te c

usto

me

rs o

n k

ey

serv

ice s

tandard

s

U

ndert

ake a

nnual custo

mer

surv

eys

O

ng

oin

g a

ssessm

en

t a

nd a

dd

ress a

ny g

aps in

serv

ice s

tandard

s

R

evis

e s

tanda

rds b

ased o

n c

usto

mer

input

and

affo

rda

bili

ty

M

easure

and

report

Ob

jec

tiv

e 1

-Im

pr

ov

ing

Cu

sto

me

r S

er

vic

e

6

Bu

ild

ing

Ma

rkh

am

’s F

utu

re T

og

eth

er

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urn

ey t

o E

xc

elle

nc

e

Cu

sto

me

r S

er

vic

e D

as

hb

oa

rd

Bu

ild

ing

Ma

rkh

am

’s F

utu

re T

og

eth

er

Jo

urn

ey t

o E

xc

elle

nc

e

Ob

jec

tiv

e 2

-T

ra

ns

for

min

g S

er

vic

es

Th

ro

ug

h

Te

ch

no

log

y a

nd

In

no

va

tio

n

8

Wh

at

We

Heard

•N

ee

d for

serv

ice e

nhancem

ents

(securi

ty,

WiF

i, file

siz

e

limits)

•E

nh

ance c

om

mun

ication v

ehic

les u

sin

g t

echnolo

gy

(com

munity e

ng

age

ment, o

nlin

e v

oting)

•P

ort

al /

on

line

se

rvic

e e

nh

an

cem

en

ts

(searc

h c

apa

bili

ty, na

vig

ation)

Bu

ild

ing

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rkh

am

’s F

utu

re T

og

eth

er

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urn

ey t

o E

xc

elle

nc

e

Ob

jec

tiv

e 2

-T

ra

ns

for

min

g S

er

vic

es

Th

ro

ug

h

Te

ch

no

log

y a

nd

In

no

va

tio

n

9

Key A

cti

on

s:

•O

nlin

e S

erv

ices

M

ore

tra

nsa

ctio

nal se

rvic

es a

vaila

ble

onlin

e 2

4/7

E

nd to e

nd s

erv

ice

au

tom

ation t

o r

edu

ce

manua

l pro

ce

sses

Im

pro

ve p

ort

al de

sig

n,

na

vig

ation a

nd

se

arc

h c

apa

bili

ty

Im

ple

ment

onlin

e c

usto

mer

se

rvic

e c

hat capa

bili

ty

•M

ob

ile S

erv

ices

E

xpan

d n

um

ber

and

type o

f M

ob

ile A

pps

Tools

to s

upp

ort

mobile

work

forc

e

Bu

ild

ing

Ma

rkh

am

’s F

utu

re T

og

eth

er

Jo

urn

ey t

o E

xc

elle

nc

e

Ob

jec

tiv

e 2

-T

ra

ns

for

min

g S

er

vic

es

Th

ro

ug

h

Te

ch

no

log

y a

nd

In

no

va

tio

n

10

Key A

cti

on

s:

•O

pe

n D

ata

F

ree

pu

blic

acce

ss to c

ert

ain

City o

wne

d d

ata

•S

erv

ice e

nhancem

ents

P

ublic

WiF

i(in

Mark

ham

Centr

e)

E

lectr

on

ic A

gen

da –

impro

ved s

yste

m f

or

sta

ff a

nd

pub

lic u

se

C

usto

mer

req

uest pro

cessin

g /

work

ord

er

syste

m

•E

xp

an

de

d u

se o

f S

ocia

l M

ed

ia

Bu

ild

ing

Ma

rkh

am

’s F

utu

re T

og

eth

er

Jo

urn

ey t

o E

xc

elle

nc

e

1.

Wh

at is

the m

ost im

port

ant action/t

ask t

o b

e w

ork

ed o

n

for

this

obje

ctive

?

2.

At th

e e

nd o

f fo

ur

years

what does s

uccess look lik

e f

or

this

are

a?

3.

Wh

ich k

ey s

erv

ice

s s

hould

be r

evie

wed f

or

changes t

o

se

rvic

e s

tandard

s?

4.

Wh

at is

the m

ost im

port

ant serv

ice im

pro

ve

ment w

e

ne

ed

to m

ake o

ver

the n

ext

4 y

ears

?

5.

On

line

vs

inlin

e s

erv

ices? (

impact on 2

4/7

sta

ff

ava

ilabili

ty)

Qu

es

tio

ns

fo

r b

re

ak

ou

t:

Bu

ild

ing

Ma

rkh

am

’s F

utu

re T

og

eth

er

Jo

urn

ey t

o E

xc

elle

nc

e

12