Toronto Sets Course for Streamlined and Modern Services

Mayor John Tory at Thunder Bay International Airport headed to Kitchenuhmayooosib Inninuwug First Nation
Mayor John Tory at Thunder Bay International Airport headed to Kitchenuhmayooosib Inninuwug First Nation

Toronto Real Estate, CN Tower & Air Canada CenterTORONTO – Moving Canadian cities forward requires innovation and modernization. The City of Toronto is pushing forward to streamline and modernize many of the services offers to residents. Putting the right decisions and tools into place can improve services and reduce costs.

“When we improve our services, modernize our city and give our hard working city staff the right tools to do their jobs, we can save money for the people of Toronto,” said Mayor Tory. “We are looking for new, more efficient and modern ways of delivering services because it allows us to focus resources where they have the greatest impact.”

The City of Toronto has announced the launch of a four-point modernization plan that will improve service to the public, increase efficiency and save money. Mayor John Tory was joined by Councillor Gary Crawford (Ward 36 Scarborough Southwest), Chair of the City’s Budget Committee, and Councillor Paul Ainslie, Chair of the City’s Government Management Committee, to present the strategy at Metro Hall.

The City of Toronto is committed to delivering improved service to the public through innovation, modern technology and improved efficiency. The four-point modernization plan includes:

1) Hiring a Chief Transformation Officer for the City of Toronto
2) A customer service strategy that offers more online services and modernizes the City’s service counters
3) Office Modernization, which uses city space more efficiently
4) Maximizing the value and efficient use of the City’s land and property assets.

As part of the modernization strategy, the City will hire the first Chief Transformation Officer to oversee high priority, high impact, corporate-wide business transformation. A search for the CTO will commence shortly.

“Today we saw a perfect example of the smarter, more efficient approach to budgeting that we’ve been encouraging throughout this process,” said Councillor Crawford.

Extensive Internal Review Started Process

Following an extensive internal review of the City’s counter services, the City is introducing a new service delivery model that offers more City services on digital and online channels, optimizes phone and counter services, and expands accessibility and choices for those who do not have a computer at home. This initiative will allow the City to achieve projected cost savings of approximately $8 million annually beginning in 2021. City staff will bring forward a report on this strategy to Government Management Committee and City Council in the first quarter of 2017.

The Office Modernization Project, currently in its pilot phase, provides modern and collaborative work spaces, improves staff engagement and productivity, and reduces the overall space required to conduct City business. Targeted cost savings are approximately $4 to $6 million annually. A staff report on the Office Modernization Project will be presented to the Government Management Committee and City Council in the spring of 2017.

The City engaged a third-party expert to undertake a comprehensive review of its real estate operating model, which found the City would greatly benefit from a centralized real estate and facilities management model. Once fully implemented, a new model and maximizing the value of the City’s land and property assets could save the City an estimated five to 10 per cent of its $600-million cumulative operating budget annually.

Each of these initiatives is designed to provide innovative, streamlined and efficient services to the public while saving the City money.

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