Canada Room Friday April 24, 2015 Council’s Strategic Plan ...€¦ · Building Markham’s...
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Building Markham’s Future Together Journey to Excellence Building Markham’s Future Together - Council’s Strategic Plan Friday April 24, 2015 Markham Civic Centre Canada Room Council and Senior Staff Training and Education Session
Transcript of Canada Room Friday April 24, 2015 Council’s Strategic Plan ...€¦ · Building Markham’s...
Bu
ild
ing
Ma
rkh
am
’s F
utu
re T
og
eth
er
Jo
urn
ey t
o E
xc
elle
nc
e
Bu
ild
ing
Ma
rkh
am
’s F
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
Can
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
Bu
ild
ing
Ma
rkh
am
’s F
utu
re T
og
eth
er
Jo
urn
ey t
o E
xc
elle
nc
e
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
•S
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
Bu
ild
ing
Ma
rkh
am
’s F
utu
re T
og
eth
er
Jo
urn
ey t
o E
xc
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
•Ta
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
Bu
ild
ing
Ma
rkh
am
’s F
utu
re T
og
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Jo
urn
ey t
o E
xc
elle
nc
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
Jo
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
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
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
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