STRATEGIC THEME 6 | Governance & Leadership

Innovative leadership with a strong commitment to customer service that best fits resident and business needs.

Key Outcomes: a. Finalize Indigenous Relationship Policy. b. Develop Indigenous Relations Plan. i. Determine Current & Future Internal Interactions with Indigenous Communities. ii. Evaluate Need for Indigenous Relations Coordinator (or City Partnership). iii. Establish Standard Protocols for Engagement. iv. Review & Identify Opportunities to Implement Truth & Reconciliation Calls to Action Opportunities. a. Networking with Municipal Neighbors to build/maintain intermunicipal relationships. b. Identify ongoing priorities and strategies for regional economic development initiatives. c. Establish a process to invite intergovernmental partners to County events.

6.a Be a strong partner in development of inter-municipal relationships.

6.b Improve customer service protocols for the County.

6.c Review citizen demographics and use data as ongoing planning input.

6.d Build a culture of innovation and continuous improvement.

1 Continue to develop Indigenous Relationships.

2 Continue working to improve Intermunicipal Government Relationships.

Planning

Development a. Complete Policy Review Project. b. Conduct Leadership Training for Managers and Directors to promote County values (in conjunction with FS4c).

3 Align Policies to County Values.

Services

Administration Activities Planned Actions for Delivery Project Lead Timeline

4 Review and update customer service standards and prepare training supports to improve customer experience (internal and external).

a. Implement the Customer Service Protocol Program with training.

b. Review Customer Service Standards (ie. Consistency, Protocols, Culture, Internal/External, Hours).

c. Develop a business case to improve customer experience (both residents and businesses), including evaluation of current systems, technology and a Citizen Contact Centre.

d. FAQ for staff to better respond to inquiries and provide consistent direction.

5 Update and Communicate Demographic Data.

a. Ensure census reports and other statistical information is easily accessible for all Departments.

b. Update Administrative Directive to ensure statistics/analysis is incorporated into RFDs and business cases. RFD to provide sufficient information for evidence-based vs opinion-based decision making.

c. Develop a plan to Conduct Electoral Boundary Review (per Ministerial Order – Hythe Dissolution).

Services

Services a. Research and consider establishing an innovation program. b. Develop innovation and efficiency definitions and criteria that are specific to the organization. c. Create processes for benchmarking and sharing innovation and efficiency internally and externally.

6 Build a culture that values efficiencies, innovation and is risk tolerant.

Services