Funding extended drop-in hours at Royal City Mission

>> OKAY EVERYONE, I WOULD LIKE TO CALL THE MEETING TO ORDER, AND THANK YOU FOR JOINING US. IT IS JUST AFTER 6:30 THIS IS OUR END OF MONTH COUNCIL MEETING. SO , I WOULD LIKE TO THANK EVERYONE WHO IS HERE IN PERSON AND THOSE ON-LINE, AS WELL. I DID GET REGRETS FROM COUNCILLOR DOWNER AT THIS TIME. SO, WITH THAT, I WOULD LIKE TO ASK EVERYONE TO PLEASE STAND IF YOU'RE ABLE TO

(PLAYING OF O CANADA NIECHLT

>>MAYOR GUTHRIE: THANK YOU VERY MUCH, AND WE'LL CONTINUE WITH A MOMENT

THANK YOU, FOR OUR TERRITORIAL ACKNOWLEDGEMENT... AS WE GATHER, WE ARE REMINDED THAT GUELPH IS SITUATED ON TREATY LAND THAT IS STEEPED IN RICH INDIGENOUS HISTORY AND HOME TO MANY FIRST NATIONS, INUIT AND METIS PEOPLE TODAY . AS A CITY, WE HAVE A RESPONSIBILITY FOR THE STEWARDSHIP OF THE LAND ON WHICH WE LIVE AND WORK . TODAY WE ACKNOWLEDGE THE MISSISSAUGAS OF THE CREDIT FIRST NATION OF THE ANISHINAABEK PEOPLES ON WHOSE TRADITIONAL TERRITORY WE ARE MEETING

IS THERE ANY DISCLOSURE OF PARTICULAR INTEREST OR GENERAL NATURE THEREOF IN

>> YES, THANK YOU, MR. MAYOR. ON THE ALECTRA FILE, I'M DECLARE CLIKT CONFLICT OF INTEREST, I WORK FOR THE PROVINCIAL -- AND WE'RE BIDDING FOR THAT CONTRACT AND I'LL BE STAYING SILENT >>MAYOR GUTHRIE: AND THE CLERK HAS CONFIRMED THAT THE FORM HAS BEEN SENT IN. ALL RIGHT, MOVING ON. AND WE'LL START TONIGHT WITH A MEDAL PRESENTATION ON BEHALF OF THE CITY, AND WELCOME TO ALL OF YOU. I'M THRILLED TO BE HONOURING 3 YOUNG ATHLETES TONIGHT WITH CITY MEDALS. IT'S A TRADITION HERE AT THE THAT YOUNG ATHLETES WHO WIN GOLD AT PROVINCIAL OR NATIONAL CHAMPIONSHIPS CAN COME TO COUNCIL AND BE PRESENTED WITH CITY MEDALS. WE WEREN'T ABLE TO DO THIS AT ALL DURING THE PANDEMIC. AND I'M THRILLED TO CONTINUE TO DO THIS TONIGHT I'LL INTRODUCE THESE 3 YOUNG LACROSSE PLAYERS AND TELL YOU A BIT ABOUT THEM. AND THEN I'LL COME TO THE TABLE HERE AT THE MIDDLE AND PRESENT EACH OF FAMILY AND FRIENDS, YOU ARE MORE THAN WELCOME

TO -- COME DOWN AS WELL AND TAKE PICTURE YOU WISH, OKAY. IT'S $5 A PICTURE -- KIDDING

THE 3 WE'RE HONOURING TONIGHT ARE MEMBERS OF THE TEAM ONTARIO LACROSSE CHAMPIONS . FIRST UP IS BRAYDEN MCGARR. HE HAS PLAYED SINCE THE AGE OF 4. WAS SELECTED TO REPRESENT ONTARIO ON THE U12 TEAM AT THE NATIONAL CHAMPIONSHIPS. AND NAMED AS ONE OF THE ASSISTANCE CAPTAINS AS WELL. THE BOYS WENT UNDEFEATED IN THE CHAMPIONSHIPS WITH 7 WINS, CAPTURE D THE GOLD AND THE EGTROPHY BEATING TEAM B.C. WITH AN 8-5 WIN IN THE FINAL GAME. AND CONGRATULATIONS TO YOU . GIVE IT UP FOR BRAYDEN MCGARR OUR NEXT IS NOLAN BATTLER. HE HAS PLAYED BOX AND FIELD LACROSSE SINCE AGE OF 8. AND THIS YEAR HE PLAYED FOR THE U15 TEAM WHICH WON BRONZE AT PROVINCIALS AND GOLD AT A TOURNAMENT IN BRAMPTON AND BRONZE AT A TOURNAMENT HERE IN GUELPH. HE WAS ALSO SELECTED FOR TEAM ONTARIO TO PLAY AT THE NATIONAL LACKS CROSS CHAMPIONSHIPS IN B.C. AND THE BOYS FINISHED THE TOURNAMENT

WITH 8 WINS AND 1 LOSS CAPTURING THE GOLD WITH A 6-5 WIN OVER TEAM B.C. IN THAT GAME. CONGRATULATIONS TO YOU NOLAN. GIVE A WAVE. WHERE ARE YOU

THE THIRD TONIGHT IS GRACIN JONES . GRACIN PLAYED LACROSSE SINCE THE AGE OF 4. AND OVER THE YEARS WON BOX AND FIELD LACROSSE PROVINCES. AND PICKED TO REPRESENT ONTARIO AND TRAVELLED TO LANGLEY AS PART OF THE U15 GIRLS TEAM . THEY HAD 5 WINS, ONE LOSS AT THE TOURNAMENT AND CAPTURED GOLD AND THE TROPHY BY BEATING TEAM B.C. -- I FEEL BAD FOR B.C. -- NOT REALLY -- BY BEATING TEAM B.C. WITH A SCORE OF 5-2 IN THAT LAST GAME. AND CONGRATULATIONS TO GRACIN. AND HUGE APPLAUSE AND THAT IS GREAT. AND 3 OF YOU COME ON DOWN AND I'LL PRESENT YOU WITH THE

>>MAYOR GUTHRIE: SO IF YOU WANT, YOU CAN STAY BUT PROBABLY THIS IS A GOOD TIME FOR YOU TO SAY THANK EVERYBODY

IT WILL BE AN EXCITING MEETING I KNOW IT, BUT ALL OF YOU AS WELL, TAKE CARE.

ALL RIGHT, I NEED THE CONFIRMS OF THE CONFIRMATION OF THE OPEN MINUTES . LOOK TO BE PASSED BY COUNCIL. AND THAT INDICATE, THE CORRECTION HELD NOVEMBER 1ST AND 22ND AND THE CORRECTION ON THE AGENDA. AND COUNCILLOR KARN CARON. ANYONE AGAINST? UNANIMOUS. ON THE CONSENT AGENDA. WE HAVE THE ALECTRA -- THAT COUNCIL REVIEW ALECTRA CONVERGENT DEVELOPMENT LP’S BATTERY ENERGY STORAGE (BESS) PROJECT PROPOSAL AS EXPLAINED IN ATTACHMENT-1 AND ADOPT THE RESOLUTION OF SUPPORT FOR THE PROJECT CONTAINED IN ATTACHMENT-2 . AND COUNCILLOR DIBS HAS DECLARED GIBSON HAS DECLARED THE CONFLICT OF INTEREST. AND COUNCILLOR O'ROURKE IS MOVING ANYTHING FURTHER ON THIS? OKAY, AND THAT IS ALSO UNANIMOUS. THANK YOU, SO MUCH ARE YOU HEAR FROM ALECTRA? GOOD-BYE. THAT WAS GOOD FOR YOU GUYS, I GUESS. THANK YOU

AND NOW, WELL MOVE TO THE ITEMS FOR DISCUSSION AND WE HAD A DELEGATION JUMP ON. SO I AM GOING TO JUST GO-TO THAT FIRST. AND THIS IS IN REGARDS TO THE COUNTY OF WELLINGTON REQUEST -- AND THE ONLY DELEGATION WHICH HAVE ON THIS TONIGHT IS THE GUELPH CHAMBER OF COMMERCE PRESIDENT . AND BEFORE SHE JUMPS ON -- I WANTED TO ENSURE SHE CAN HEAR. AND I'M GOING TO LET OUR DEPUTY CAO BRING SOME OPENING REMARKS TO THE DISCUSSION. AND THEN I'LL GO-TO YOU AS OUR DELEGATION, OKAY? OVER >> THANK YOU, AND QUICKLY TO COUNCIL . I WANTED TO FLAG YOU TO NOT REALLY A CHANGE . BUT MORE A TIMING AWARENESS. SO, AS WAS NOTED IN THE REPORT THIS REQUEST ORIGINALLY CAME FROM COUNCIL IN JULY TO THE COUNTY OF WELLING TON AND THE DISCUSSIONS AND THE ROYAL CITY MISSION TALKED ABOUT A START

OF JAN 1ST, AND THE COUNCIL MEETING AND THIS IS THE FIRST TIME TO GET THE ELECTION BEFORE YOU, IT IS DECEMBER 13TH. AND WITH THE PASS STORE WHO IS HERE TONIGHT, I WANTED TO ENSURE THAT WE ARE STILL LOOKING TO A JANUARY 1ST BEGINNING OF THE PROGRAM IF THIS IS APPROVED TONIGHT . BUT THAT DOESN'T MEAN AUTOMATICALLY DOORS OPEN 8 A.M. JAN 1ST AND IN FAIRNESS TO THE PASTOR, THEY NEED TO GET STAFF AND RAMP UP. AND WE'VE HAD DISCUSSIONS AND CENTER -- CERTAINLY THE CITY IS EXCITED TO GET OPPOSITE THAT. AND WE NEED TO BE CLEAR ON THAT THERE IS A LITTLE BIT OF A LAG FROM THAT START DATE. AND THANK YOU FOR YOUR ATTENTION, AND I WANTED TO EMPLOY THAT DATE. >>MAYOR GUTHRIE: WITH THAT, WE'LL GO-TO OUR DELEGATION AND IT IS NO MORE THAN 5 MINUTES. AND I'LL START THE TIMING >> THANK YOU, GOOD EVEN MAYOR AND COUNCILLORS AND STAFF. AS CO-CHAIR OF THE

ADVISORY GROUP ON DOWNTOWN GULF I'M IN SUPPORT OF THE STAFF RECOMMENDATIONS TO PROVIDE THE ONE TIME OPERATING FUNDS TO FILL THE GAP OF DROP IN SERVICES AT THE ROYAL MISSION . THEY PROVIDE A SAFE SPACE WITH OPPORTUNITY FOR CONNECTION, MEALS AND SAFETY FROM THE WLOO OUTSIDE. AND WE'RE GRATEFUL FROM THE WORK THAT THE PASTOR AND HIS AS INDICATED IN THE PRESS LEE LEASE RELEASE, THIS FUNDING DOESN'T ADDRESS THE RISE OF MENTAL HEALTH ISSUES OR THE DISTRESS WE SEE DOWNTOWN . MENTAL HEALTH AND ADDICTION S REQUIRE COMPLICATED HEALTH INTERVENTIONS AND THE NECESSARY CAPACITY IS NOT AVAILABLE FOR US . AND THOSE STRUGGLING THE MOST DO NOT HAVE THE PATHWAYS TO HEALTH CARE THEY AS SUCH, THE GROUP IS ANALYZING AND PLANNING FOR A SYSTEM DESIGN THAT MEETS THE NEEDS OF VULNERABLE PEOPLE AND COMMUNITY. THIS TASK IS ONE OF 6 ACTIVITY AREAS OF OUR PLAN AND I ASK YOU TO BE FAMILIAR WITH THIS PLAN ORGANIZED

BY SHORT MEDIUM AND LONG-TERM ACTIVITIES AND IT WILL GUIDE DISCUSSION SCOMBS WE'RE WORKING ON PRIORITIZING TACTICS AND IDENTIFYING THE RESOURCING REQUIRED TO THE MOST IMPORTANT ACTIVITIES SO WE CAN PAINT A BETTER PICTURE TO LEADERS AND DECISIONS MAKERS LIKE YOURSELVES. I ADMIT THAT NAVIGATING THE SYSTEMS OF GOVERNMENT ORGANIZATIONS AND NEEDED AND WE'VE BEEN DISCUSSING HAS BEEN A CHALLENGE AND SOME TIMES DISAPPOINTING. I WOULD BE REMISS NOT TO ACKNOWLEDGE THE BUSINESSES THAT HAVE KEPT ME AT THE TABLE FOR THIS. (INDISCERNIBLE) -- SHOPS DOWNTOWN FOR THEIR CONCERNS AND PATIENCE AND CONTRIBUTIONS . IT CONTINUES TO BE A HARD TIME FOR MANY. I'M COMMITTED TO SUPPORTING THIS EFFORT TO THE STEP I CAN WITH THE MAYOR AND HOLDING EVERYONE ACCOUNTABLE FOR AS LONG AS IT TAKES TO CREATE A BETTER OUTCOME FOR EVERYBODY. THANK YOU AND I'M >>MAYOR GUTHRIE: COUNCILLOR GOLLER >> THANK YOU FOR YOUR LEADERSHIP WITH THIS INITIATIVE THAT GUELPH IS

FACING. AND YOU MENTIONED THAT YOU ENCOURAGE EVERYONE TO BECOME FAMILIAR WITH THAT SFLAN WHERE CAN WE GET MORE INFORMATION ON >> WE ARE REGULARLY PROMOTING PUTTING OUT A PRESS RELIEVES AND THE INFORMATION LIVES ACTUALLY ON THE CITY OF GUELPH WEBSITE UNDER STRATEGIC ADVISORY GROUP ON DOWNTOWN GUELPH ON THE CITY OF GUELPH YOU CAN SEE UPDATES. WE PROVIDE UPDATES AND UPDATE THE ACTUAL PLAN THAT IS ORGANIZED BY THE ACTIVITY AREAS WITH THE TACTICS >> PERFECT, THANK YOU VERY MUCH >>MAYOR GUTHRIE: THANK YOU, COUNCILLOR O'ROURKE >> THANK YOU, VERY MUCH, MAYOR. WE UNDERSTAND THAT INTERSECTION OF NEEDING A SAFE PLACE TO GO AND WANT PEOPLE WHO ARE COMING DOWNTOWN TO SHOP OR GO-TO THE RIVER RUN OR DINE OUT, WANT THEM TO FEEL COMFORTABLE AS WELL SO I'M CURIOUS NOT HAVING BEEN AT THAT TABLE, HOW THE RECOMMENDATION CAME TO BE FOR ROYAL CITY MISSION WHEN THERE ARE OTHER AGENCIES DOWNTOWN LIKE YOU MENTIONED COMMUNITY HEALTH CENTER, THAT

HAS A SPACE DOWNTOWN, HOPE HOUSE HAS HOURS FOR DROP IN ET CETERA. AND ANOTHER CENTER HAS SERVICES DOWNTOWN. HOW IS IT THAT WE'VE LANDED -- AND PERHAPS IT'S A QUESTION FOR THE COUNTY -- BUT THIS FEELS LIKE A BIT LIKE A PROCURE MENT DISCUSSION THAT WE DON'T USUALLY DO . HOW DID WE GET TO THE PROVISION OF SFRGSS >> THAT IS A GOOD QUESTION , THANK YOU FOR ASKING IT. TO CLARIFY , ALL OF THE FOLKS SERVICE PROVIDER S AND ORGANIZATIONS INCLUDING THE COUNTY OF WELL PHENOMENON AND INGTON ARE ENGAGED OF THE WORK AND IN SUPPORT OF THIS RECOMMENDATION. I MIGHT DEFER TO A COLLEAGUE TO GET TO THE SPECIFICS OF THE DECISION, AND I KNOW AND HAVE CONFIDENCE THAT ALL OF THE OPTIONS WERE EXHAUSTED AND LOCKED AT AS FAR AS MEETING THE IMMEDIATE NEED AND THE BEST OPTION FOR -- IN THE SHORT-TERM -- WAS IDENTIFIED TO BE ROYAL CITY MISSION. BUT PERHAPS I'LL LAW COLLEEN TO PROVIDE MORE INFORMATION.

>> THANK YOU, THROUGH YOU TO THE COUNCILLOR, AND AS THE SSHS SERVICES COMMITTEE, THE ORIGINAL MEETING IN AUGUST, THEY ALSO HEARD FROM DELEGATIONS WHO CAME AND SPOKE AND THEN THEY TOOK THAT INFORMATION AND WENT AND MET WITH THE SERVICE PROVIDERS IN THE COMMUNITY. AND I KNOW THAT -- DON'T WANT TO SPEAK FOR THEM -- AND THEY SPOKE TO ANOTHER SERVICE PROVIDER WHO COULDN'T ASSIST. IN DISCUSSIONS WITH ROYAL CITY MISSION AND BECAUSE THEY ARE ALREADY PROVIDING DOOR -- THEIR FACILITY IS OPEN STARTING AT NOON EVERY DAY , IT WAS THE EASIEST AND MOST AVAILABLE OPTION TO DO A SHORT-TERM TLUGS SOLUTION. SO I DON'T THINK -- LONGER TERM, COLLECTIVELY, WE'RE LOOKING AT OTHER OPTIONS BECAUSE I THINK THIS IS VERY MUCH ABOUT A ONE YEAR SHORT-TERM SOLUTION TO AN IMMEDIATE PROBLEM AND ROYAL CITY MISSION WAS BEST POSITIONED TO PROVIDE THAT SERVICE. SO THE COUNTY DID HAVE A NUMBER OF CONVERSATIONS, BUT ULTIMATELY THIS WAS THEIR RECOMMENDATION ABOUT THE BEST >> THANK YOU, I APPRECIATE THAT. AND THROUGH YOU, TO OUR

DELEGATION. THE PACKAGE MENTIONED THIS IS ONE TIME FUNDING FROM RESERVES. CAN YOU HELP ME UNDERSTAND, WE'RE NOT GOING TO SOLVE MENTAL HEALTH AND ADDICTIONS, IT IS GOING TO BE COLD NEXT JAN AS WELL. I'M CONCERNED ABOUT US GETTING INTO THE PROVISION OF SOCIAL SERVICES. CAN YOU HELP ME UNDERSTAND HOW WE KNOW THIS IS ONE TIME? HOW AM I UNDERSTANDING THIS IS A ONE TIME FUNDSINGS >> THANK YOU, COUNCILLOR . GOOD QUESTION. WE WILL CONTINUE TO HAVE EMERGING NEEDS THAT NEED

>> THANK YOU, COUNCILLOR. GOOD QUESTION. WE WILL CONTINUE TO HAVE EMERGING NEEDS THAT NEED TO BE MET, BUT, THE GROUP ON THE COMMITTEE IS NOT ABOUT A SOLUTION IDENTIFYING THE PROBLEM IT IS ABOUT GETTING AT THE -- FINDING THE ROOT SOLUTIONS REQUIRED TO ADDRESS THE NEEDS. IT'S A BOLD STATEMENT TO MAKE, BUT WE KNOW THAT IF WE DON'T MAKE THAT AND MAKE THAT COMMITMENT ALMOST FORCE OURSELVES NOT TO ALLOW FOR ADDITIONAL BAND AID LIKE SOLUTIONS RESOLVE THE ISSUE. AND WE HAVE COMMITMENT AND EVERYBODY AROUND THE TABLE LOOKING TO COME UP WITH A BETTER MORE EFFECTIVE SOLUTION THAT IS AS FAR AS I CAN GO AT THIS POINT, BUT, I DO HOPE TO HAVE MORE DETAILS ABOUT WHAT THE VERSION OF NEXT STEPS LOOKS LIKE, SO YOU HAVE CONFIDENCE THAT IN A YEAR'S TIME, WE ARE NOT BACK ASKING AGAIN. AND YOU'LL NOTE THERE WILL BE REPORTING AVAILABLE TO COUNCIL AND THE PUBLIC IN REGARDS TO WHAT WE'RE ABLE TO ACCOMPLISH WITH THE FUNDS AND I HOPE WE CAN COMPLIMENT THOSE K KPI'S AND WHAT IT HOOKS FORWARD LIKE IN A YEAR'S

>>MAYOR GUTHRIE: THANK YOU, UP DON'T SEE ANY FURTHER QUESTIONS FOR YOU. AND WE'LL LET YOU GO. I THINK WE HAVE QUESTIONS FOR STAFF AFTERWARDS. BUT, THANK YOU VERY MUCH, >> THANK YOU, MAYOR, GOOD >>MAYOR GUTHRIE: I'M GOING TO COUNCILLOR ALLT AND

>> THANK YOU, MAYOR I HAVE A COUPLE OF QUESTIONS WITH YOUR INDULGENCE, IF YOU WOULDN'T MIND IF THE PASTOR INTEREST FROM ROYAL IN ROYAL CITY MISSION IS ABLE TO OUTLINE WHAT ROYAL CITY MISSION IS PREPARED TO DO AND WHEN? I NOTICED YOU WERE ON THE SPEAKER 'S LIST, PASTOR, BUT SINCE IT IS YOUR CHURCH DOING IT, IT MIGHT BE IMPORTANT FOR PEOPLE TO HEAR FROM YOU. IF YOU ARE WILLING MAYOR, AND IF YOU'RE WILLING PASTOR >>MAYOR GUTHRIE: I'M WILLING, BUT AS I HAVE HISTORICALLY DONE, I'VE CALLED A VOTE OF COUNCIL TO ALLOW THE DELEGATE TO COME. IT MAKES IT CLEANER . AND I SAW A NOD FROM YOU THAT YOU WOULD BE WILLING TO DO IT, AND I'M FINE WITH IT, AND I WOULD LIKE THE SUPPORT OF COUNSEL THROUGH A MOTION . IF COUNCILLOR ALLT IF YOU MOVE THAT THE DELEGATE BE ADDED. AND MER -- ANYTHING PERFECT? NINL GAINS THAT? THAT IS UNANIMOUS, YOU'RE PART OF THE COOL GROUP IF YOU WANT TO COME DOWN AND STAND IN FRONT OF THE DESK AND THE MIC AND COUNCILLOR ALLT CAN ASK THE

QUESTIONS FOR YOU. ROYAL CITY MISSION. AND THANK YOU FOR BEING AVAILABLE. IT'S

>> THANK YOU FOR PERMITTING ME THIS. THANK YOU, PASTOR FOR THE WORK THAT ROYAL CITY MISSION DOES DOWNTOWN. AND I WON DOER IF YOU COULD OUTLINE WHAT YOU CONSIDER THE SCOPE OF THE PROJECT WHEN YOU CAN SEE IT STARTING AND WHAT EFFORTS AND INITIATIVES ARE BEING MADE BY THE MISSION IN ORDER TO ADDRESS THIS IN A MANNER THAT WOULD BE SATISFACTORY TO THE CITY OF GUELPH >> WELL, LET ME TELL YOU WHAT IS ALREADY HAPPENING BECAUSE THAT MIGHT HELP UNDERSTAND. SO PRIOR TO THE PANDEMIC, WE WERE NOT OPEN THE SAME WAY WE ARE NOW. AND DURING THE PANDEMIC WITH CLOSURES OF OTHER AGENCIES WE TOOK ON MORE HOURS AND WE'RE OPEN FROM 12-730 MONLD TO SATURDAY WITH SUPPORTS AND MEALS AND CARING STAFF AND VOLUNTEERS CONNECTING WITH PEOPLE AND OTHER AGENCIES AS WELL AS OTHER AGENCIES COMING IN TO CONNECT WITH WHAT WE CALL OUR COMMUNITY MEMBERS -- SO WHAT THAT LOOKS LIKE IN THE FUTURE, IF WE CAN, WE'RE PROVIDING A SPACE

IN THE COLD AND AGAIN THOSE WRAP-AROUND CARE WHERE PEOPLE CAN COME AND MEET WITH OTHERS WHO CARE ABOUT THEM AND CONNECTED TO THE OTHER SERVICES. AND MEET WITH OTHER AGENCIES THAT ARE -- THAT COME TO US HOW DOES THAT ADDRESS THE PROBLEM ? WELL, THERE'S BEEN, I THINK WHEN I STARTED HOOKING PRIOR TO THE PANDEMIC THERE WAS PON, THERE WERE A NUMBER OF PLACES THAT ARE NOT OPEN ANY MORE. AND WE'RE THE FEW PLACES THAT ALLOW PEOPLE TO STAY FOR A PERIOD OF TIME . IF THERE IS A PLACE FOR PEOPLE TO GO, THEY ARE COMING AND OUR NUMBERS HAVE GONE OUT OF CONTROL. BUT THAT IS PARTLY NOT BECAUSE THERE IS MORE PEOPLE AROUND BUT BECAUSE OTHER AGENCIES HAVE CHANGED THEIR OPERATING WAYS AND FEW YEARS AGO WE CALL IT 40 BAKER STREET CLOSED -- AND THE DROP IN CHANGED THEIR SERVICES AND FOCUS ON HOUSING. SO HOPE HOUSE CHANGED HOW THEY DO DROP IN AND IT IS NOT OPEN FOR A LONG TIME . AND SO -- WE'RE THE LAST PLACE THAT

WE HAVE SET INTO PLAY OTHER THINGS LIKE OUT-REACH WORKER THAT CONNECTS OUT OF THE BUILDING AND ENSURING THINGS ARE HAPPENING COUNSEL DOWNTOWN AND ENSURING THAT PEOPLE ARE CONNECTED TO SERVICES AND CONNECTING WITH BUSINESSES TO ENSURE WE KEEP GOOD RELATIONSHIPS >> THANK YOU, VERY MUCH. PARAGRAPH I DO HAVE QUESTIONS FOR DEPUTY CAO, BUT IT WOULD BE BETTER IF I WAITED >>MAYOR GUTHRIE: YES, SO, LET ME ASK THINK MOVEMENT, ANY FURTHER QUESTIONS FOR KECH. AND COUNCILLOR O'ROURKE VIN. AND COUNCILLOR O'ROURKE. AND THEN THANKS, CAN YOU HELP ME UNDERSTAND THE MATH A BIT. I WAS LOOKING AT THE CHART . IS THE CITY ASKED TO FUND THE ADDITIONAL 4 HOURS? ONLY? AND I CAN'T TELL FROM THE CHART, CAN YOU HELP ME UNDERSTAND WHAT IS THE FUNDING ARRANGEMENT? >> SO -- THE -- PRIOR TO THE PAN WE RECEIVED LITTLE FUNDING FROM OTHER -- SOME SOURCES. THE COUNTY

BEGAN TO HELP FUND US DURING THE PAN SO WE COULD OPEN OUR HOURS. AND THE FUNDING IS NOT JUST THE ADDITIONAL HOURS BUT THAT WE WOULD BE REDUCING HOURS WITHOUT THIS FUNDING. AND WE WOULD BE PULLING BACK FROM THE 8 HOURS. AND THIS FUNDING COVERS MORE THAN 4 HOURS, IT IS COVERING PART OF WHAT WAS COVERED BY THE COUNTY IN THE LAST FEW YEARS. AND WE EXPECT -- I DON'T KNOW -- HOW TO WORD THAT. WE WOULD HAVE DEFINITE LY HAD TO CUTBACK HOURS WITHOUT THIS FUNDING. EACH WOUFT THE HOURS , WE WOULDN'T BE STAYING -- WITHOUT THE ADDITIONAL 4 HOURS FUNDING, WE WOULD NOT BE STAYING AT 8 HOURS. WE WOULD BE DROPPING OUR HOURS. AND THIS IS MORE THAN 4 >> OKAY. THANK YOU FOR THAT. AND THEN ONE MORE QUESTION, THROUGH YOU TO THE COUNCILLOR , I FEEL LIKE THE GRINCH -- GOENT DON'T QUOTE THAT -- AND I'M TRY ING TO UNDERSTAND BECAUSE THIS IS AN IRREGULAR PROCESS FOR US. AND WE HAVE A COMMUNITY AND BENEFIT AGREEMENT WITH WIND HAM HOUSE AND USHLS USUALLY A DIFFERENTLY MECHANISM

AND I AM TRYING TO UNDERSTAND THE URGENCY. AND I UNDERSTAND ALL THE NORMAL EMPLOYEESES PROCESSES. AND IF THE COMMUNITY AGREEMENTS ARE OVER $200,000 THEN THERE IS A MORE RIGOROUS REPORTING REQUIREMENT. WHAT CAN WE EXPECT THE REPORTING TO LOOK LIKE FROM YOU IN TERMS OF HOW MANY PEOPLE YOU'VE WELCOME AND HAD >> WE HAVEN'T WORKED OUT THE DETAILS. THIS HAS COME BY WAY OF THE COUNTY SPEAKING WITH US. AND THEY HAVE PRESENTED. WE ALREADY KEEP NUMBERS , WE HAVE SOMEONE WHO ACTUALLY GREETS PEOPLE AND TAKES NAMES. AND WE COUNT PEOPLE EVERY DAY AND MEALS AND WE HAVE THE NUMBERS IN PLACE ALREADY. AND WE'VE BEEN REPORTING TO GRANT PROVIDERS AND COUNTY. AND IT DEPENDS WHAT THE CITY IS LOOKING FOR REALLY IN WHAT KIND OF NUMBERS THAT WE CAN PROVIDE IT'S NOT A BIG ISSUE, BUT WE HAVEN'T HAD THE CONVERSATIONS ABOUT THE AGREEMENT >> AND I SEE -- I SEE COLLEEN SAYING IT IS COVERED. AND I APPRECIATE THAT

>>MAYOR GUTHRIE: ARE YOU GOING TO RESPOND >> SURE THROUGH -- IN FAIR NESS TO THE PASTOR, THIS WAS A CONVERSATION WITH ROYAL CITY MISSION AND THEY HAD A DECISION AND THE COUNTY SENT TO US, WHAT THEY WOULD LIKE US TO PAY, IN FAIRNESS TO KEVIN IT MAY BE DIFFERENT THAN WHAT THE COUNTY NEGOTIATED WITH HIM. AND USUALLY THE CITY SITS WITH THE ORGANIZATION AND THERE WAS AN ADDITIONAL STEP HERE IN TERMS OF WHAT THE COUNTY IS CONTRIBUTING AND OUR FUNDING FORMULA. AND WHAT THEY NEED TO KNOW IS WHAT THE END NUMBER IS, AND THE CITY'S PORTION OF THAT END NUMBER IS WHAT YOU'RE CONSIDERING TONIGHT. THEN GAIP TO THE COMMUNITY BENEFIT AGREEMENT, WE WILL SIT DOWN AND WORK THROUGH THE BENEFIT AGREEMENT AND TALK ABOUT THE REPORTING REQUIREMENTS. AND ONE ISSUE IS THAT WE HAVE AGREED THAT WE WILL -- BECAUSE WE ARE 90% OF OF THE FUNDING WE WILL ACTUALLY DO OUR OWN COMMUNITY BENEFIT AGREEMENT. SO WHILE THIS WAS SORT OF BORN AND NEGOTIATED BY THE COUNTY, WE'LL TAKE OUR 90% AND

PASTOR AND I OR OUR STAFF WILL SIT DOWN AND WORK THROUGH WHAT THE AGREEMENT THIS IS AN UNUSUAL PROCESS BUT IT WAS BORN OUT OF THOSE COUNCIL MOTIONS IN JULY . THANK YOU ALL FOR YOUR PATIENCE AS WE WORK THROUGH THIS, AND TO THE PASTOR , THIS HAS BEEN A BIT OF AN OUT OF ORDER >> THANK YOU, AND HA MAKES ME MORE COMFORTABLE. CLEARLY THERE IS A NECESSITY, AND I'M TRYING TO ALSO SUPPLEMENT WITH OUR PROCESSES >>MAYOR GUTHRIE: ALL RIGHT, IT LOOKS LIKE YOU ARE DONE. SO THANK YOU, AND NO MATTER WHAT THE VOTE IS COMING UP HERE, I THINK I SPEAK ON BEHALF OF COUNCIL TO SAY THANK YOU VERY MUCH. THERE IS PEOPLE THAT HAVE STEPPED UP IN THIS COMMUNITY, ESPECIALLY DURING COVID-19 AND YOU SHOULD BE FORMALLY RECOGNIZED . YOU AND YOUR TEAM OF VOLUNTEERS. AND THANK YOU VERY VERY MUCH FOR WHAT YOU'VE DONE AND YOUR LEADERSHIP AND NOW COMING FROM THE PANDEMIC INTO THE KNEW CRISIS THAT IS ON OUR DOOR STEPS. AND THANK YOU VERY VERY MUCH FOR OPENING

I'M GOING TO COUNCILLOR ALLT WHO WANTED >> YES, I WOULD BE LOOKING FOR A SECONDER -- COUNCILLOR KLASSEN WILL SECOND IT. NOW THE FLOOR IS YOURS >> AND -- AND -- [OVERLAPPING VOICES] --

ONE OF THE ISSUES I STRUGGLE WITH IS THE QUESTION OF USING OUR RESERVES. AND THE ISSUE OF PERMANENT FUNDING AS WELL. I'M PARTICULAR LY CONCERNED ABOUT THAT IN LIGHT OF WHAT IS COMING UP WITH BILL 23. I HEARD THE WORD BAND AID USED BY SOMEBODY -- JUST A FEW SPEAKERS AGO. WHAT I'M CONCERNED ABOUT IS: IS THIS AS A ONE OFF, THE APPROPRIATE WAY TO GO ? AND IS THERE A POTENTIAL WAY TO APPROACH THESE ONE OFFS, THAT IS MORE SYSTEMATIC THAN WHAT WE'RE DOING NOW ? BECAUSE I DON'T WANT US TO USE OUR RESERVES TO ADDRESS THE CURRENT PROBLEM THAT COMES IN >> SO, CERTAINLY, THANK YOU FOR THE QUESTION AND I'LL START THROUGH THE MAYOR AND DIVORCE TO DC OTO TALK ABOUT RESERVES THIS IS OUTSIDE OF OUR NOFRM PROCESS NORMAL PROCESS, AND THAT -- THE PREVIOUS COUNCIL VOTED ON LAST JULY. AND THEN IT WAS SENT TO THE COUNT AT THIS OF SOCIAL SERVICES COMMITTEE. IT IS NOT HOW WE NORMALLY ENTER INTO COMMUNITY BENEFIT AGREEMENTS. IT WAS A RESPONSE TO

AN EMERGENCY NEED. AND I WOULD SAY IF TERMS OF OUR NORMAL PROCESS, I THINK THESE ARE THE SORTS OF DISCUSSIONS WE SHOULD HAVE THROUGH THE STRAP PLAN. THAT IS THE PLACE FOR IT, WE'RE DOING A REFRESH WITH THE NEW TERM OF COUNCIL AND THAT IS THE APPROPRIATE PLACE FOR THOSE CONVERSATIONS. AND THE REASON IT WAS RECOMMENDED BY FINANCE TO BE FUNDED FROM RESERVES IT WAS ONE YEAR. AND IT WAS BAND AID AS WAS SAID BECAUSE OF THE SHORT-TERM IMMEDIATE NEED AND AS YOU HEARD THE DELEGATE SAY, WE RECOGNIZE THERE IS BROADER NEEDS IN THE COMMUNITY. AND I THINK THAT THAT IS BEST ADDRESSED BY YOURSELVES AS COUNCIL THROUGH THAT I'LL PASS IT OVER TO THE LEAD TO SPEAK ABOUT ABOUT -- -- [OVERLAPPING VOICES] -- >> AND THANK YOU, AND I HAVE NOTHING MORE TO ADD THAN WOULD GIVE YOU VALUE. AND THAT WOULD BE >> THANK YOU, SILENCE IS GOLDEN

>>MAYOR GUTHRIE: WE'LL DO QUESTIONS AND >> AND I WANT TO THANK STAFF FOR ADDRESSING THIS. BECAUSE THIS IS URGENT. IT IS SOMETHING IS ADDRESSING A NEED THAT'S BEEN CAUSED BY FINGERPRINTS, A FOR ALL INLTS AND PURPOSES THAT MANY OF THE ORGANIZATIONS ADDRESSING THESE NEEDS HAVE CHANGED THEIR MANDATE PERHAPS GONE ELSEWHERE I ALSO WAS THINKING ABOUT THIS AS THE DEPUTY CAO TOOK THE WORDS AND THIS SHOULD BE DRAWSED THROUGH THE STRAP PLAN AND THE VIE TALLTY OF DOWNTOWN. AND WELCOMING STREETS BY THE COMMUNITY HEALTH AND SITES. AND THIS TO ME IS ANOTHER PART OF THE PUZZLE THAT STAINS AND HOPEFULLY IMPROVES THE VIOLATETY OF DOWNTOWN GUELPH FOR ALL TIME, AND THANK YOU VERY MUCH, TO STAFF AND FOR ROYAL CITY MISSION FOR TALITY OF DOWNTOWN GUELPH FOR ALL TIME, AND THANK YOU VERY MUCH, TO STAFF AND FOR ROYAL CITY MISSION FOR STEPPING UP ON THIS. MAYOR TO COUNCILLOR KEAT TON.

>> THANK YOU, HAS THERE BEEN ANY STUDIES ON THE DOWNTOWN TAX TO COVER THINGS LIKE THE SOCIAL SERVICES AND THE INFRASTRUCTURE AND THE PATIOS AND OTHER SERVICES THAT THE DOWNTOWN RECEIVES COMPARED TO OTHER BUSINESSES OUTSIDE

>> THROUGH YOU TO THE COUNCILLOR , I'M GOING TO DEFER TO SOMEBODY TO MY RIGHT, MR. STEWART MAY JUMP >> YES, THROUGH YOU TO THE COUNCILLOR, THE ANSWER IS NO. DOESN'T MEAN IT SHOULDN'T BE DONE, IT COULD BE A REQUEST FOR THE DGBATO KONLT TEN PLATE CONTEMPLATE IT, IT'S A GOOD BUDGET DISCUSSION. OR COULD BE THAT THIS IS SOMETHING THAT MAYOR ERROR'S TASK FORCE -- IF WE DELEGATE AROUND HERE -- THE TASK FORCE MAY BE ASKED TO CONSIDER AS THEY ARE BRINGING A LONG ER TERM FORWARD. AND INSTEAD OF JUST -- AND THAT IS WHAT YOU'RE GETTING AT -- IS THERE A LONGER TERM WAY TO FUND THINGS VERSUS AN EMERGENCY AND WE NEED TO DO SOMETHING. AND THAT TASK FORCE MAY BE A PLACE FOR THE GROUP TO LOOK. AND THEN THE SUBCOMMITTEES TASKED WITH ASSIGNMENTS. AND THAT MAY BE A TAKE AWAY AS APUT THAT BACK TO THE HORSE SHOE BACK TO COUNCILLOR KLASSEN AND COUNCILLOR GOLLER WHO ARE IN >>MAYOR GUTHRIE: THANK YOU, COUNCILLOR

. COUNCILLOR O'ROURKE DID YOU WANT TO GO NEXT? AND THEN OVER TO COUNCILLOR GOLLER AND THEN COUNCILLOR CARON. IF YOU DON'T MIND , I'LL GO-TO HER FIRST. AND THEN

>> THANKS AS WITH MY COLLEAGUES WE'RE NOT HERE TO DEBATE THE NEED, THE PRIORITY , OF THIS ASK. AS STAFF AND MY COLLEAGUES KNOW , MOST OF MY QUESTIONS ARE OF PROCESS, WHEN HOME FOR GOOD RESOLUTION CAME TO COUNCIL AS WELL. AND FAIRNESS AND EQUITY AND ALL OF OUR SOCIAL SERVICES I THINK MY QUESTION HAS BEEN ANSWERED BY DC OTHAT WE'LL ENTER INTO A NEGOTIATED COMMUNITY BENEFIT WITH THE AGENCY AND NOT WITH THE COUNTY. WHICH PUTS MY MIND AT EASE BECAUSE THAT IS VERY MUCH AND THEN MY OTHER QUESTION HAD TO DO WITH FUNDING FOR FUTURE BUDGET AND I THINK WE RECOGNIZE THAT THE PROBLEM ISN'T GOING TO LESSEN OVER THE NEXT YEAR AND THIS WILL BE ON OUR TABLE NEXT YEAR. WILL THAT FOLLOW UNDER OUR SOCIAL SERVICES BUDGET DISCUSSIONS UNDER A SEPARATE COMMUNITY BENEFIT AGREEMENT DISCUSSION? WHERE WILL THAT ITEM FALL IN -- AT THE END OF 2023 WHEN

WE LOOK AT FUNDING FOR 2024? >> THROUGH THE MAYOR TO COUNCILLOR KRARN CARON THAT'S A GOOD QUESTION. IT IS MILL TO WHAT WE DID IN THE PAST WHEN COUNCIL DID ONE TIME FUNDING FOR WELCOMING STREETS. WE TOOK THAT DIRECTION AND DID A COMMUNITY BENEFIT AGREEMENT. AND GIVES US THE PAPERWORK WE NEED TO ISSUE PAYMENTS. AND IN TERMS OF THE REPORTING MECHANISMS. AND WE'LL DO THAT DIRECTLY WITH THE ROYAL CITY MISSION FOR OUR FUNDING AND THE COUNTY DOES WHATEVER FUNDING IN TERMS OF HOW IT COMES FORWARD THAT IS A GOOD QUESTION AND WE NEED TO LOOK AT THAT AGAIN LOOKING AT THE STRAP MRAB PLAN. THERE IS PROGRAMS WE FUND AND ARE SOCIAL SERVICES AND WE HAVE -- IF WE GO BACK TO THAT ORANGE HOW WE DID THE APPORTIONMENT AND THERE ARE A NUMBER OF PROGRAMS WE FUNDS THAT ARE DEEMED TO BE DISCRETIONARY AND NOT THE RESPONSIBILITY OF OF THE COUNTY. AND SO THROUGH, I THINK THIS IS PROBABLY MAY BE A LITTLE SHOWED URGENT NEED AND THE

TASK FORCE COMES BACK WITH RECOMMENDATIONS AND I'M SUGGESTING IT IS SOMETHING WE CAN CONSIDER THROUGH THAT STRAP PLANNING PROCESS . AND I THINK WE NEED TO LOOK AT THAT WE HAVE COMMUNITY BENEFIT AGREEMENTS AND THEY ARE CLEAR IN TERMS OF WHAT THEY ARE PROVIDING AND WE HAVE THE COUNTY SOCIAL SERVICES BUDGET . AND THEN THERE IS A RANGE OF THINGS IN BETWEEN. AND I THINK I'M SUGGESTING THIS IS ONE OF THOSE THAT LANDS IN BETWEEN. AND WE'RE -- I THINK THOSE ARE CONVERSATIONS WE NEED TO HAVE ESPECIALLY HEADING INTO >> AND THANK YOU, AND WE HAVE A GAP HERE AND WE WANTED IT TO BE RESIDENTS CLEAR TO THE RESIDENTS THAT THE CEA'S ARE OUT OF THE AGREEMENT WITH COUNTY MUCH WELLINGTON AND WHO AND MY FINAL COMMENT IS THE ONLY REASON THIS IS DEALT WITH AS A DOWNTOWN PROBLEM , THE LOCATION OF THE HIGHEST PERCENTAGE OF NEED IS IN DOWNTOWN BECAUSE THAT IS WHERE THE COMMUNITY HEALTH CENTER IS AND WHERE FOOD PROGRAMS ARE . IT'S ABOUT SERVICE DELIVERY AND WHERE THAT POPULATION IS -- WE GO AND BRING SERVICES TO WHERE THE PEOPLE WHO NEED

BUT IT IS A CITY WIDE PROBLEM. HOMELESSNESS AND POVERTY AND FOOD INSECURITY AND MENTAL HEALTH ADDICTION, THESE ARE NOT DOWNTOWN PROBLEMS AND THEY ARE LARGER THAN THE CITY OF GUELPH PROBLEMS. AND I DON'T WANT TO CHARACTERIZE THIS AS JUST A DOWNTOWN ISSUE P I KNOW THE DOWNTOWN ADVISORY GROUP IS DEALING WITH IT BECAUSE THE PEOPLE WE'RE SERVE RG GETTING THEIR SERVICES THERE. AND I WANTED TO FRAME IT AS A LARGER PROBLEM. AND WOULDN'T WANT TO SEE US TAXING DOWNTOWN RESIDENTS OR A LOCAL LEVY IMPROVEMENT SPECIFIC TO DOWNTOWN BECAUSE THE SERVICES ARE PROVIDED

>>MAYOR GUTHRIE: THANK YOU, COUNCILLOR GOLLER AND >> THANK YOU, AND JUST A TO MY COLLEAGUES, AND TO OUR COMMUNITY, THIS IS AS COUNCILLOR CARON MENTIONED NOT A DOWNTOWN ISSUE, IT'S AN ISSUE OF THE CITY OF GUELPH. AND ALSO OF EVERY MUNICIPALITY IN ONTARIO. WE'RE ALL SEEING THE SAME SITUATION AND WHEN WE SPEAK WITH OIR -- THE OUR -- THE FOLKS IN THE STRATEGIC GROUP IN CONTACT WITH OTHER AGENCIES IN THE CITIES IN THE PROVINCE THEY SEE THE SAME ISSUES. A LACK OF HOUSING AND LACK OF SUPPORTS FOR PEOPLE AND LACK OF POVERTY MITIGATION ACROSS THE PROVINCIAL AND THIS IS WHAT WE END UP. WE HAVE FOLKS THAT NEED ADDITIONAL SUPPORTS AND THOSE SERVICES HAPPEN TO BE FOUND IN THE DOWNTOWN IN SCOMBEFL THAT GUELPH AND THAT IS WHERE FOLKS ARE HANGING OUT. AND WE NEED TO REMEMBER THAT AS FAR AS MAKING THIS APPROVAL, WE SHOULD ALSO GO WITH EYES OPEN THAT IT IS NOT IS URGENT AND EMERGENCY BUT WE HAVE

THINGS IN PLACE IN THE CITY. WE HAVE GRACE GARDENS OPENING UP WITH 32 SUPPORTIVE HOUSING ROOMS. AND SHELL DAILY CENTER THAT IS UNDER CONSTRUCTION AND 32 MORE UNITS. AND WE HAVE ANOTHER FACILITY WITH 20 UNITS. IN ABOUT A YEAR-AND-A-HALF, THERE WILL BE CLOSE TO 100 UNITS FOR FOLKS THAT ARE UN HOUSED. IT MIGHT BE 2 OR 3 YEARS T IS NOT A LONG-TERM SOLUTION. IT IS A BAND DAD BUT IT IS ONE THAT I'M COMFORTABLE SUPPORTING BECAUSE WE HAVE

AS WAS MENTIONED THERE IS ON THE CITY WEBSITE , THE SHORT, LONG AND MID-TERM WHAT IS BEING DONE AND THAT INCLUDES BRINGING SUPPORTS AND MODELS WE SEE WORK GHG LONDON ONTARIO HERE TO ADDRESS THE CONCERNS WE HAVE. SO THAT IS UNDER WAY. AND I HOPE THAT THE OTHER COUNCILLORS SUPPORT THIS ING LONDON ONTARIO HERE TO ADDRESS THE CONCERNS WE HAVE. SO THAT IS UNDER WAY. AND I HOPE THAT THE OTHER COUNCILLORS SUPPORT THIS FUNDING AS THIS SOLUTION AND I'M GRATEFUL TO ROYAL CITY MISSION SO PEOPLE AREN'T ON THE STREETS IN THE WINTER. AND THERE IS A PLACE FOR FOLKS TO GO WHEN THE SHELTERS ARE CLOSED >>MAYOR GUTHRIE: THANK YOU, COUNCILLOR . COUNCILLOR O'ROURKE AND COUNCILLOR KLASSEN >> THANK YOU, A QUESTION FOR DC O, AND I READ IT IN THE REPORT I THINK AND NT COUNTY IS THE SERVICE PROVIDER FOR SHELTER SERVICES IS WHAT I'VE BEEN TOLD FOR 4 YEARS AND NOW I HEAR THAT IS -- NOT FOR DAYTIME SHELTER, CORRECT? OKAY. MY QUESTION WAS

>> THROUGH YOU TO THE COUNCILLOR YES, THIS COMES UNDERSTOOD THAT DISCRETIONARY SPENDING THAT THE CITY HAS THE SPACE TO DO. WE CAN AS A CITY FUNNY SORT OF AGENCY OR SOCIAL SERVICE THAT WE CHOOSE OR THAT YOU CHOOSE. THE COUNTY IS THE PROVIDER FOR OVERNIGHT SHELTER SERVICES AND THEY DENY TO DO THAT. AND THE MONEY WE PROVIDE GOES TO THAT. AND THIS IS THE DAYTIME SHELTER. AND I WILL NOTE WE HAVE A FUNDING SPLIT WITH THE COUNTY OF WELLINGTON, IT IS 90 /10 BASED ON THEIR ESTIMATION OF WHERE PEOPLE COME FROM WHO THE SERVICES ARE BENEFITING. AND WE'LL WORK WITH THEM ON IS THAT THE RIGHT NUMBER BECAUSE THAT IS HARD TO QUANTIFY AND THAT IS YOU ARE CURRENT SPLIT THAT 90 COMES FROM THE CITY AND 10 FROM THE >> THANK YOU, AND, THROUGH YOU TO THE COUNCILLOR , COMMENTS: THAT SAID, MY CONCERN RS ON THIS FILE WERE NOT AT ALL ABOUT THE PROVISION OF A SAFE WELCOMING SPACE WHERE PEOPLE ARE WELCOME AND HAD RESPECTED ESPECIALLY WHEN IT IS COLD. I'M HAPPY TO SEE THAT PROVISION OF SERVICE AND I ECHO THE MAYOR ETHANKS FOR DOING THAT WORK. AND MY CONCERNS WERE ABOUT ACCOUNTABILITY AND THAT STUFF THAT IS A REQUIREMENT OF OURS

. AND THOSE QUESTIONS HAVING BEEN ANSWERED . I'M HAPPY TO SUPPORT THE MOTION. >>MAYOR GUTHRIE: THANK YOU, COUNCILLOR AND >> THANK YOU, JUST A COMMENT. AND I'M TAKING OFF MY COUNCILLOR HAT AND PUT ON MY BUSINESS OTHER THAN HAT FOR OWNER HAT FOR A SECOND. AND BUSINESS OWNERS ARE DEEP LY IMPACTED BY OUR COMMUNITY DOWNTOWN WHO ARE SUFFERING IN THE STREETS . WE SEE IT AND IT -- IT IS A COMMON -- IT'S GOOD TO SEE IT IS BEING ADDRESSED. AND THE IMPORTANT PART IS TO CONTINUE THE CONVERSATION INTO THAT LONG-TERM. AND THAT IS HAPPENING ON THE DOWNTOWN ADVISORY COMMITTEE. AND IT'S VERY IMPORTANT WORK. AND I WANT TO THANK ROYAL CITY MISSION FOR TAKING ON SOME OF THAT WORK. BECAUSE IT IS -- IT'S A CHALLENGE THAT WE SEE ACROSS THE BOARD. AND I TALK TO A DIDN'T BUSINESS OWNER EVERY DAY ABOUT A CHALLENGE THEY SEE, AND I HAVE A -- THERE IS NOT ONE SOLUTION LOOKING FORWARD TO WORKING WITH EVERYONE AS TIME GOES OVER THE YEARS OVER THE MEDIUM TERM SOLUTIONS >>MAYOR GUTHRIE: THANK YOU. AND TO

>> I WANTED TO ASK IF CITY STAFF ACTUALLY TOOK A LOOK AT THE EXISTING 2023 BUDGET TO FIND ON AFTER SETTING AMOUNT OR OFFSETTING AMOUNTS TO COME UP TO A QUART QUARTER OF A MILL, INSTEAD OF JUST USING OUR RESERVES? BECAUSE THAT IS THE EASIEST REVENUES TO LOOK AT. AND I WAS WONDERING IF STAFF WENT THROUGH THAT EXERCISE >> SO, THROUGH YOU TO THE COUNCILLOR , THE SHORT ANSWER IS NO P. THIS DIRECTION CAME IN JULY FOR IMMEDIATE ACTIONING. AND THE MOTION REFERRED TO DECEMBER 13TH . AND THIS MEANT WE COULDN'T BRING IT FORWARD AS PART OF THE BUDGET PROCESS BECAUSE THERE WAS AN IMMEDIATE NEED TO GET IT IN FRONT OF US. AND THAT IS WHAT THE COUNTY ASKED US TO DO. NO, THE DECISION WAS MADE IT WAS DECIDED TO DO AS ONE TIME FUNDING

>> ANYTHING FURTHER ON THIS? SEEING AND I'LL FINISH WITH A COUPLE OF COMMENTS, THEN I WANT TO THANK -- ALL QUESTIONS THAT WERE ASKED FOR THE CLARITY AND PROCESS TO GET TO I WANT TO THANK COUNCIL FOR THE ORIGINAL DIRECTION THE PROVE COUNCIL BACK IN JULY TO ACTUALLY GET THIS BALL ROLLING . AND I GUESS IT'S NICE THAT WE DID THIS, IF WE STARTED IT NOW, WE WOULD HAVE A PROBLEM . AND GLAD WE STARTED IT BACK I WANT TO GIVE A SOUGHT OUT AGAIN TO ROYAL CITY MISSION THANK YOU VERY MUCH AND TO ALL OF THE AGENCIES DOWNTOWN DOING REALLY GOOD WORK. AND STRUGGLING WITH THIS ISSUE I LIKE TO ALSO THANK THE COUNTY . THEY DID -- HEAR OUR REQUEST IN JULY WHEN WE ASKED FOR AN EMERGENCY MEETING. THEY PULLED THEMSELVES TOGETHER WHEN THEY DIDN'T HAVE ANY MEETINGS PLANNED AND THEY PROVIDED THAT OPPORTUNITY . COUNCILLOR GOLLER DELL GALTED AT THAT MEETING AND I APPRECIATED THAT. ON BEHALF OF COUNSEL. DELEGATED -- AND THEY MOVED TO A RECOMMENDATION

AND THIS RECOMMENDATION HAS COME TO OUR TABLE TODAY. AND IT'S MOVED QUICKLY I I THINK WITH THE COLD WEATHER UPON US, THIS IS AN URGENT MATTER WHERE WE NEED THIS PLACE AVAILABLE FOR PEOPLE . ESPECIALLY WHEN WE KNOW THAT THE OFF NIGHT SHELTER SYSTEM HAS PEOPLE LEAVE AT 8 A.M. AND SO THERE IS NO WHERE FOR THEM TO GO. SO THIS IS JUST A -- IT'S A GODSEND TREALLY IS , FOR PEOPLE TO FIND A PLACE WHERE THEY ARE CARRIED FOR AND SERVICES AVAILABLE FOR THEM TO TRY TO GET CONNECTED TO AND ANOTHER THING TO MENTION TOO, TO COUNCIL AND THE PUBLIC, THAT THE COUNTY IS ACTUALLY PROVIDING A HOUSING SUPPORT PERSON EMBEDDED IN ROYAL CITY MISSION TO BE ABLE TO TO HAVE THE CONNECTION WAS PEOPLE AS WELL. SO THAT IS PART OF A PROCESS MOVING FORWARD THERE AS WELL. SO YOU KNOW IT'S NOT JUST THE PRIP WHICH FRIENDSHIP OR THE FOOD OR THE TEMPERATURE WHICH IS IMPORTANT. IT IS ALSO THE CONNECTIONS

TO THE OTHER -- OTHER NEEDS THOSE INDIVIDUALS ARE LOOKING FOR. AND I REALLY APPRECIATE THAT I WANT TO THANK THE ADVISORY COMMITTEE FOR ENDORSING THIS ASK FROM THE COUNTY THROUGH TO US TODAY. I THINK IT IS REALLY IMPORTANT. AND NOW I WANT TO REALLY EMPHASIZE THAT THIS IS -- THIS IS A BAND AID SOLUTION, 100%. I THINK YOU SAID THAT COUNCILLOR GOLLER . AND OUR DELEGATE -- I WASN'T THINKING -- I WAS THINKING OF DESCRIBING IT DIFFERENTLY, BUT TO DRIVE THE WE HAVE SOME MAJOR ISSUES WE NEED TO SOLVE IN THE ABSENCE OF THE PROVINCE

I HAVE NO PROBLEMS SAYING THAT SO, SOLVING THE ISSUE CAN NOT ONLY HAPPEN AT THIS TABLE OR AT THE COUNTY . IT TAKES THE COMMUNITY. SO ANYONE WHO IS LISTENING NOW OR ANYONE WHO READS THIS IN THE MEDIA OR ANYTHING LIKE THAT TOMORROW OR THE NEXT FEW DAYS, GO AND VOLUNTEER. GO -- REACH OUT AND VOLUNTEER TO THESE ASSOCIATIONS LIKE ROYAL CITY MISSION. OR CHAMERS OR HOPE -- DOESN'T MATTER. LMERS OR HOPE -- DOESN'T MATTER. REACH OUT. IT'S A TIME TO REACH OUT AND VOLUNTEER. AND I ENCOURAGE MYSELF AND THE FELLOW COUNCILLORS AND THE COMMUNITY TO SAY, YOU KNOW, GIVE THEM A CALL AND CHECK THEM OUT AND DONATE OR WHAT I CAN . BECAUSE IT WILL NOT BE SOLVED BY BAND AID SOLUTIONS OF MORE MONEY HERE OR THERE. IT ABSOLUTELY TAKES THE ENTIRE COMMUNITY TO PULL TOGETHER ON SO I WANT TO THANK EVERYBODY. AND I HOPE THAT WE HAVE A -- LOOKING

FOR A UNANIMOUS SUPPORT TONIGHT ON THIS . BECAUSE I THINK IT SENDS A MESSAGE THAT WE CARE ABOUT THIS SITUATION . AND THAT I HOPE IT GETS ITS WAY BACK TO THOSE THAT USE THE SERVICES THERE, THAT THIS COUNCIL AND THE COUNTY AND THE COMMUNITY CARES ABOUT THEM AND THE REASON WHY THEY ARE OPEN THE NEXT 4 HOURS IS BECAUSE WE MADE A DECISION. AND THOSE PEOPLE CAN BE TOLD THAT WE DO CARE ABOUT THEM. AND THIS MIGHT BE THE VOTE THAT SENDS THAT SIGNAL AND ENOUGH PREACHING FOR ME -- ONE PASTOR WITH THAT, I CALL THE VOTE. IS THERE ANYONE AGAINST? ALL RIGHT TIS UNANIMOUS. AND THANK YOU TO EVERYONE. BACK TO THE ORIGINAL AGENDA HEEFR

WOULD YOU LIKE TO DO THE PRESENTATION FOR SEVERANCE ? AND 5.1 SERVICE SIMPLIFIED PROGRESS REPORT: IMPLEMENTING GUELPH’S CUSTOMER SERVICE STRATEGY - 2022-374

AND WE HAVE A FEW PRESENTERS FROM OUR STAFF THAT PUT THIS TOGETHER FOR US . AND I'M EXCITED. TO SEE THE PROGRESS AS IT SAYS IN THE TITLE AND WHERE THINGS ARE GOING IN REGARDS TO CUSTOMER SERVICE. AND I TURN

>> GOOD EVENING, DEPUTY CHIEF ADMINISTRATIVE OFFICER, CORPORATE SERVICES AND IT WAS RESTARTED IN 2022. THOUGH V THOSE OF YOU RETURNING TO YOUR ROLE ON COUNSEL , MAY REMEMBER THIS TIMELINE. AND STAFF RESEARCHED AND SERVICE STRATEGY AND VALUE DAY DATED THE PLAN WITH A CONSULTANT. WE WANTED TO ENSURE WE WERE SET FOR SUCCESS. AND ENSURE WE HAD EXPERIENCE AND INFLUENCE FROM OTHER MUNICIPALITIES GUIDING AND LEADING OUR DIRECTION. WE WANTED TO RESPECT LESSONS LEARN AND HAD IT SHOWS WHERE WE ARE ON OUR JOURNEY TOWARDS CITIZEN CENTERED SERVICE. AND TOWARDS THE CUSTOMER SERVICE AND A DIGITAL PLATFORM. THE MUNICIPALITY'S JOURNEYS SHOW THERE ARE NO SHORT CUTS OR SINGLE SOLUTIONS AND EVERY MUNICIPALITY HAS AT ITS CORE INFORMATION TECHNOLOGY INFRASTRUCTURE

THIS IS NOT THE ONLY TIME YOU'LL HEAR STAFF SAY IF YOU DIGITIZE YOU WILL NOT BE FURTHER AHEAD. TO EMPHASIZE OUR WORK IN THE PLACE, YOU'VE HEARD IN THE PAST AND YOU WILL HEAR IN QONE OF NEXT YEAR THAT OUR OFFICE IS CONTRIBUTING TO COST SAVINGS AND IMPROVING THE EFFICIENCY OF OUR # 80 LINES OF BUSINESSES . AND WE SHARE THE ACCOMPLISHMENTS OF THE PAST YEAR AND FEM YOU WHAT IS COMING NEXT AS WE CONTINUE TO WORK TOGETHER TO BE MORE CUSTOMER FOCUSED AND DIGITAL HERE ARE THE FIRST YEAR AKOCHL ACCOMPLISHMENTS. WHICH IMPLEMENTED GOOD SERVICE STANDARDS. EACH OF YOU HAVE A SUMMARY CARD OF THESE STANDARD . WE ENCOURAGE YOU ARE TO TAKE THEM WITH YOU TONIGHT AND REFERENCE THIS AS THE COMMITMENT THAT STAFF MAKE TOWARDS OUR COMMUNITY . STAFF ARE ALSO ENGAGED IN EMPLOYEE TRAINING AND IT IS UNDER WAY TO SUPPORT A MORE CONSISTENT CUSTOMER SERVICE WE ADDED MORE SERVICES TO THE DIGITAL REPORT A PROBLEM MAP P AND MENTIONED

EARLIER THE IN-HOUSE CONTINUOUS IMPROVEMENT PROGRAM WE APPLY LIEN METHODS TO CUSTOMER PROJECTS. AND WE STARTED OFFERING MORE CITY SERVICES IN A CONTACT CENTER. AND OVER TO STEPHEN O'BRIEN AND GENERAL MANAGER, CITY CLERK'S OFFICE, CITY CLERK

>> THANK YOU, VERY MUCH, THE CITY'S CUSTOMERS SERVICE AND EXPERIENCE FUNCTION AND THE GUELPH TEAM AT THE FRONT DOOR WHEN YOU COME INTO CITY HALL WORK TOGETHER AND I'M HERE IN THAT CAPACITY PRESENTING TO YOU . AND THERE ARE A LOT OF OTHER DEPARTMENTS THAT DELIVER SERVICE AND POSITION THE IN THE ORGANIZATION AND THEY GIVE GREAT SERVICE THEY DO IT SEPARATELY. AND WITH THEIR OWN PHONE NUMBER, OWN E-MAIL AND SOME TIME THE THEIR OWN PROCESSES AND TOOLS IN THAT WAY, WE'RE OPERATING SEPARATELY AND NOT LIKE A CITY. TO CREATE CONSISTENTLY, WE GATHERED CUSTOMERS PROCESSES AND STANDARDS WE COULD FIND AND PUT THEM IN ONE PLACE. WE VALIDATED THE VISION, COMMITMENTS WITH FRONT LINE EMPLOYEES AND OUTCOMES THE STANDARDS BEFORE YOU TODAY IN THE CARDS YOU HAVE. THE VISION IS HERE TO CREASE TRUST IN LOCAL GOVERNMENT AND EXPERIENCES. THE STANDARDS HELP ESTABLISH EXPECTATIONS FOR EVER

EMPLOYEE INCLUDING OUR COMMITMENT TO CUSTOMERS AND THEY ARE ON THE SCREEN BEFORE YOU NOW THEY COVER OUR COMMITMENTS TO OUR CO-WORKERS BECAUSE THEY ARE LIKELY WORKING TO DELIVER SERVICES TO CUSTOMERS. AND GOOD SERVICE DEFINED HERE IS TIMELY, EASY AND ACCESSIBLE. IT IS ACCURATE AND RELIABLE AND FAIR AND EQUITABLE AND FRIENDLY AND PERSONAL. WE'RE WORKING TO ENSURE ALL EMPLOYEES UNDERSTOOD THESE STANDARDS AND HOW TO MEET THEM . WE FINALIZED THE STANDARD IN THE SUMMER WITH MANY TEAMS AND RESEARCH. 1 IS -- 180 EMPLOYEES HAVE COMPLETED TRAINING ON THE STANDARDS AND WE LOOK FORWARD TO CONTINUING THE TRAINING WITH XURNT CURRENT EMPLOYEES. AND WE DEVELOPED ALSO A CUSTOMER SATISFACTION MEASUREMENT POLICY ALINE WE HAD THE STANDARDS TO START REPORTING ON CUSTOMER SATISFACTION MORE CONSISTENTLY ACROSS ALL OF THE CITY'S SERVICES. AND I'M GOING TO ASK STACEY HARE TO COME FORWARD AND

>> HELLO, I'M STACEY HARE , I'M THE PROGRAM MANAGER, CUSTOMER SERVICE AND CUSTOMER EXPERIENCE NO MATTER WHICH DEPARTMENT OR SERVICE WAS IT TIMELY OR EASY OR ACCESSIBLE? PHARAOH LIABLE? EQUITABLE FRIENDLY AND PERSONAL ? REGULAR FEEDBACK HELPS US TO SEE WHAT GOES WELL AND WHERE WE NEED TO IMPROVE. THANKS TO THE SUPPORT OF OUR IN-HOUSE IMPROVEMENT OFFICE WELL MENTION THEM A FEW TIMES THIS EACH. WE HAVE A CROSS TEAM THAT TACKLED A PROJECT TO DEVELOP A FRAMEWORK AND POLICY AND PLAN AND PROCEDURE AND EMPLOYEE TRAINING TO ENSURE MORE EXTINCT AND REGULAR CUSTOMER SATISFACTION MEASUREMENT AND REPORTING. BEFORE THE PROJECT, YOU'LL SIGH IN YELLOW, AND AFTER THE PROJECT, IS IN GREEN. WHEN WE STARTED , 4 OUT OF THE 16 CITY DEPARTMENTS WHO DELIVER PUBLIC FACING SERVICES MEASURED CUSTOMER SATISFACTION AND ASKED DIFFERENT QUESTIONS. APPLYING

THE STANDARDS WE CAN MEASURE AND REPORT SATISFACTION ACROSS THE ORGANIZATION. NOW THAT WE'VE COMPLETED THE PROJECT , WE HAVE 9 DEPARTMENTS MEASURING AND THEY ARE ALL EVALUATING THEIR 27 SERVICES UING THE SAME DRIVERS

THIS RESEARCH COMPLEMENTS OTHER KIND OF REPORTING OVER YOUR TERM IN COUNSEL AND YOU WILL SEE GOING FORWARD. WE REGULARLY ASK PEOPLE ABOUT THEIR QUALITY OF LIFE HERE IN KWEFL GUELPH AND THEIR PREFERRED OMGSS OPTIONS FOR PLANS AND PLAY GROUNDS AND TRANSIT AND APPLICATIONS. WE CONDUCT EMPLOYER SURVEYS AND PROPERTY ON COMPLIANCE, WE HAVE BEEN LESS SQUINT WITH MEASURING OUR CURRENT SERVICES. FOR EXAMPLE, TRANSIT MAY HAVE DATA THAT SHOWS 90% OF THEIR BUSES ARRIVE WITHIN 2 MINUTES OF THEIR STOPS. AND A CUSTOMER MAY BE DISSATISFIED BECAUSE THEIR BUS WAS EARLY OR LATE. AND WE NEED BOTH HERE IS THE PLAN. NOW THAT WE'VE STANDARDIZED OUR CUSTOMER MEASURES FOR PUBLIC SFASING SERVICES PASSING SERVICES. WE'LL TRAIN EMPLOYEES TO COLLECT AND REPORT THAT DATA ON THE STRATEGIC PLAN REPORTS

NOW, I KNOW, YOU LOVE GRAPHS AND CHARTS AND DATA LIKE I DO. AND I'M SHIFTING GEARS FOR A MOMENT AND WE'LL GO-TO THE INTERNET . GOING TO SHOW YOU THE REPORT A PROBLEM MAP. WE HEADED 22 SERVICES TO THE MAP TIS ON-LINE, AND IT IS EASY TO FIND ON THE CITY'S HOME PAGE, SO YOU DON'T NEED TO DOWNLOAD A MAP AND IT WORKS ON ANY COMPUTER OR MOBILE DEVICE. AND I'LL STOPPED CLOSER TO THE MIC I HAVE TO SHIFT APPLICATIONS.

CAN YOU HEAR ME IF I STAND HERE

THERE IT IS. THIS IS GUELPH'S IMPROVED REPORT A PROBLEM MAP . I HAVE IT SHOWN HERE AS IT SHOWS UP ON A MOBILE PHONE. I'M GOING TO SHOW YOU ALL THE REQUESTS WE'VE CURRENTLY HAD IN THE MAP AND REMIND YOU THIS SH LIVE. AND IN REAL LIFE. HAPPENING RIGHT NOW WHEN WE TEST IT HAD THE OTHER DAY IN BYLAW SAYING IS THIS PARKING THING REAL? IT IS JUST ME PLAYING

HERE ARE THE PROBLEMS THAT HAVE BEEN REPORTED IN THE MAP. YOU CAN SEE SOME SHOW UP MORE BRIGHTLY THAN OTHERS. THE GRAYED OUT INDICATES IT'S BEEN RESOLVED . AND THIS IS ONE THAT HASN'T BEEN . THIS HAS BEEN GARBAGE OR RECYCLING NOT PICKED UP. AND THE TEAM IS RESPONDING . IF YOU ARE ON THAT STREET AND YOU SAW IT IN THAT LOCATION YOU COULD ADD A COMMENT SAYING MINE WASN'T PICKED UP EITHER, INCLUDE YOUR E-MAIL AND YOU GET A RESPONSE FROM THE CITY THAT WAY, YOU'RE NOT REPORTING SOMETHING ALREADY BEEN REPORTED . NOW, IF I WANTED TO START A NEW ONE, I CAN CHOOSE FROM ALL OF THESE CATEGORIES. -- THIS IS WHERE THE THE MOST POPULAR REQUEST IS -- THE PROBLEMS MOST POPULAR ARE IN THE

SO HERE, AGAIN THIS IS SHOWING ALL OF THE PROBLEMS REPORTED. I HAVE AN OPTION THAT I CAN ENTER AN ADDRESS OR JUST HIT THE BUTTON AND START FROM HERE. LET'S SHA IT'S AN ON STREET PARKING ISSUE FOR EXAMPLE I WOULD ADD DETAILS HERE. AND I'LL ADD TEST IN CASE BYLAW IS WATCHING. SOMEONE IS PARKED OVER NIGHT. NEXT, WE HAVE AN OPTION TO CHOOSE IF THIS IS AN ACCESSIBILITY ISSUE. IF IT IS , OUR ACCESSIBILITY OFFICE WILL BE NOTIFIED TO MEASURE AND TRACK THE NUMBER AND TYPES OF ISSUES HAPPENING LIKE A RAMP BLOCKED OR SNOW REMOVAL IN A SIDEWALK. LET'S SAY THIS ONE ISN'T. AND I ENTER MY NAME, MY PHONE NUMBER, AND MY E-MAIL . THIS IS OPTIONAL. BUT IF I WANT UPDATES I HAVE TO INCLUDE AN E-MAIL ADDRESS HERE . I CAN ENTER THE ADDRESS HERE

OR TAP IT ON THE MAP. HERE WE ARE ONE CAR ON THE STREET AND THIS IS THE ONE I REPORTED YET YESTERDAY WHILE TESTING THE SYSTEM. AND THERE IS AN OPTION OF A PHOTO WHICH IS EASY TO DO ON YOUR PHONE, YOU CAN CLICK AND INCLUDE IT HERE. AND THEN REPORT I'LL GET AN E-MAIL CONFIRMATION SAYING THIS REQUEST HAS BEEN RECEIVED. AND YOU'LL GET ANOTHER ONE WHEN IT'S BEEN RESOLVED. AND I CAN GO BACK TO THE MAP TO SEE

THAT IS THE MAP DEMO, AND BACK OVER

>> WHILE STACIE SWITCHES BACK, IT DOES A LOT OF GOOD THINGS. WHAT YOU CAN SEE ON THE SLIDE COMING UP IS THAT AS SAW IN THE DEMO, IT'S A SELF-SERVICE OPTION AND REDUCES DUPLICATE REQUESTS . YOU CAN SEE IF THERE'S A REQUEST IN THE SAME AREA THAT YOU'RE WANTING TO REPORT A PROBLEM. AND UPDATES TO THE CUSTOMER TO GET THEM IMMEDIATELY. AND YOU SAW THE PROGRESS BAR. OPERATING THE MAP OVER THE PAST FEW YEARS WE NOTICE WHAT FUPGSS AND FEATURES WE NEED IN A XREN SIFSHG VERSION OF COMPREHENSIVE VERSION OF A TOOL AND THAT IS ALL THE THINGS THAT YOU CAN'T CAN SEE. AND NOW IN SOME CASES WHEN THOSE TICKETS OR PROBLEMS ARE REPORTED, THERE IS STAFF THAT ARE ACTING AS AN INTERMEDIARY AND PUTTING THAT INTO A WORK ORDER SYSTEM. AND STAFF ARE WORKING TO INTEGRATE THAT INTO A WORK ORDER SYSTEM THOSE ARE SOME OF THE BASE LINE LAYER TECHNOLOGY WE NEED. AND THERE IS NO CUSTOMER PROFILE AND/OR HISTORY

, IN TERMS OF ENGAGEMENT OR OUT-REACH SIGNIFICANTLY IN REGARDS TO SOME OF THE PROBLEMS WE SEE IN THE MAP. AND IT DOESN'T INCLUDE A KNOWLEDGE BASE BUT IT IS VERY IMPORTANT WHICH THAT DOESN'T ALLOW DEPARTMENTS TO RESPOND IN A SEAMLESS WAY TO THE SAME REQUEST ACROSS THOSE SEGMENTED SERVICE TEAMS WE TALKED ABOUT EARLIER. OUR FRIEND AT FROM BEEN LEADING THIS FOR MORE THAN DECADE. AND THIS IS WHAT WE APPLY TO THE WORK. BUILD DIGITAL SERVICES NOT WEBSITES . THIS IS HOW THEY PUT IT: (READING MOTION) ... (READING FROM DOCUMENT)

>> WE HAVE LEARNED FROM OTHER MUNICIPALITIES , EXPERT CONSULTANT AND OUR EXPERIENCES THAT DIGITAL IS NOT ALWAYS BETTER. BETTER IS BETTER. WE WON'T GET THAT IN ONE EASY -- THE EASY ONE STOP EXPERIENCE ON-LINE OR IN AN APP UNLESS WE OVERHAUL OUR CUSTOMER MODEL IN REALTIME. LET'S COMPARE THAT TO A REAL WORLD PROJECT LIKE ROAD WORK . REPLACING A WEBSITE OR APP IS LIKE REPAINTING THE SFS. AND SURFACE. AND THAT DOESN'T ADDRESS THE INFRASTRUCTURE UNDERNEATH. IT MAY STILL WORK, BUT AS YOU'VE HEARD AROUND ASSET MANAGEMENT DISCUSSIONS IT'S COMING TO THE END OF THE LIFECYCLE. AND CAN'T SUPPORT OUR COMMUNITY AND GROWING EXPECTATIONS FOR SERVICE THERE ARE GREAT MUNICIPAL GOVERNMENT SWEB WEBSITES AND THEY CAN LOG IN AND SEE THE INTERACTIONS WITH THE CITY. AND SEE THEIR WASTE PICK UP SCHEDULE AND THEIR UPCOMING PROGRAMS THEY HAVE REGISTERED FOR. AND AL SCHEDULE OF PUBLIC MEETING TO HEAR AND WATCH YOU DLINT.

DELIBERATE. AND THESE CITIES HAVE CUSTOMER DATA AND UP SITES. THEY CAN TRACK INQUIRY THE AND MEASURE HOW QUICKRY THOSE PROBLEMS RESOLVE D. AND ENGAGE ABOUT THE SFRLS S USED MOST. AND UPDATE THOSE USERS ABOUT SERVICE CHANGES COMING DOWN THE PIPELINE AND INVITE THEM TO PARTICIPATE IN PLANS FOR THEIR NEIGHBOURHOODS WHERE

THESE CITY VERSUS THE DIGITAL CUSTOMER SERVICE PLATFORM WE WANT HERE IN GUELPH AND WHAT ELSE? THEY HAVE A CENTRAL APPROACH TO CUSTOMER SERVICE. WE KAMENT HAVE A SEAMLESS ONE STOP SHOP ON-LINE WHILE OUR SERVICES ARE DESIGNED AND DELIVERED SEPARATELY. CUSTOMERS WANT EASY ACCESS TO ONE CITY. ONE PLACE . ONE PHONE NUMBER AND ONE E-MAIL AND SELF-SERVE OPTIONS ON-LINE. ONE TEAM HANDING CUSTOMER SERVICE EFFICIENTLY. THAT TEAMWORKING FROM MANY LOCATIONS DOESN'T HAVE TOEB IN ONE TO BE IN WITHIN SPOT. AND THEY CAN USE A COMMON PLATFORM TO RESOLVE OVER HALF OF THE INQUIRIES COMING IN. AND WHAT THAT DOES -- AND YOU HEARD AROUND THIS AROUND PACE AND CAPACITY IT ALLOW THE EXPERTS TO FOCUS ON THEIR PROJECTS WHILE CUSTOMER SERVICE AGENTS BUILDING A ONE STOP SHOP FOR CITY SERVICES IS LIKE OTHER LARGE SCALE MULTIYEAR PROJECTS. WE NEED A DEDICATED TEAM AND WE NEED CHANGE MANAGEMENT EXPERTISE

AND WE NEED CONTINUOUS IMPROVEMENT , WEB DIGITAL AND LABOUR AND COMMUNICATIONS, THE LIST GOES ON. WE NEED TO ESTABLISH THE CURRENT STATE AND TOOLS THAT ARE BEING USED AT EACH POINT. WE NEED TO CONSIDER CUSTOMER EXPECTATIONS AND THAT IS THE MOST IMPORTANT THING TO DO. WE NEED IMPROVEMENTS AND TOOLS AND TECHNOLOGY AVAILABLE AND UNDERSTAND HOW THAT WORKS AND BEST SUPPORTS CUSTOMERS. WE NEED TO INFORM STAKEHOLDERS AND PLAN THE TRANSITION AND PHASES. WE NEED TO RE#2R50I6R TIRE THE OLD TECHNOLOGY AND TOOLS JUST LIKE REPLACE THAG OLD ROAD , WE NEED TO MAINTAIN TRAFFIC FLOW AND DIG IT UP AND REPLACE THE SYSTEMS UNDERNEATH. AND THEN WE REPLACE THE TRANSIT, BIKE LINES ACTIVE COMMUNICATION PATHWAY S TO MEET PEOPLE'S EXPECTATIONS SERVICE GUELPH IS THE MOST LOGICAL PLACE TO BRING IT TOGETHER. AND STACIE WILL TELL YOU HOW WE HAVE DECIDED

>> THANKS. AND HELLO AGAIN. HERE IS A LOOK AT OUR CURRENT STATE. THE CITY PUBLISHES 45 PHONE NUMBERS AND 35 E-MAIL. THAT IS TOO MANY. WE HAVE STARTED THINKING ABOUT HOW TO DELIVER SERVICES DIFFERENTLY. FOR EXAMPLE: WHILE WE PREPARE FOR A SNOW STORM, WE SEND OUT NOTICES AND A FEW MESSAGES ON SOCIAL MEDIA SAYING WAIT 24 HOURS AND THEN REPORT A PROBLEM. DO IT ON-LINE OR ON THE MAP OR E-MAIL OPERATIONS

NOW, THE WEB AND E-MAIL REPORTS GO-TO OUR OPERATIONS TEAM, OF 5 PEOPLE. AND THEY MANUALLY ENTER THOSE REQUESTS BECAUSE OUR ON-LINE SYSTEMS ARE NOT INTEGRATED WITH WORK ORDER SYSTEMS YET. AND THAT IS ONE WE'RE WORKING ON . PHONE CALLS ARE DIFFERENT. SOME PEOPLE CALIBRATIONS OR SOME CALL THE CITY'S MAIN LINE. AND SOME MAY CALL THE DEPARTMENTAL MANAGER. SOME CALL YOU, MEMBERS OF COUNCIL AND SOME FOLKS JUST CALL THE MAYOR ALL THOSE QUESTIONS -- SOME OF THEM. JUST A FEW. ALL OF THOSE QUESTIONS EVENTUALLY FIND THEIR WAIVE TO THAT SAME 5 MEMBER TEAM IN OPERATIONS AND THEY ENTER THE REQUEST INTO THE WORK ORDER SYSTEM AND THEN THEY RESPOND . AND THAT TAKES A LONG TIME FOR CREWS IN THE FIELD. AND THAT IS WHY WE EMPHASIZE FOR NOW, USE THE OPERATIONS AT GUELPH OR TO THE OPERATIONS TEAM TO RESPOND AS QUICKLY AS POSSIBLE. NOW, OUR IMAGINARY FUTURE PLACE,

LET'S PICTURE IT RATHER THAN A TEAM OF 5 PEOPLE HANDLE HUNDREDS OF CALLS. IMAGINE WE HAVE ONE PHONE NUMBER AND ONE E-MAIL ADDRESS AND A TAECHL TEAMWORKING IN OPERATIONS AT CITY HALL OR SFR HOME ACCESS TO THE SAME SYSTEMS AND THEY CAN VIEW AND RESPOND TO QUESTIONS AND SENDS OUT CREWS IN THE FIELD. SHARING THE WORK LOAD REDUCES CUSTOMER WAIT TIMES AND THE REQUESTS FROM THE WEB DIRECTLY INTO THE SYSTEM. SO NO ONE HAS TO ENTER THOSE MANUALLY. CHANGING OUR APPROACH AS WELL AS OUR TECHNOLOGY THAT IS HOW WE INCREASE EFFICIENCY , REDUCE DUPLICATION AND IMPROVEMENT RESPONSE BUT THERE IS SOME THINGS TO UNDERSTAND BEFORE WE GO AHEAD AND CHANGE THAT PHONE NUMBER. AND HERE IS ANOTHER TABLE WITH RESULTS FROM A CONTINUOUS IMPROVEMENT PROJECT. WE WANTED TO SEE IF SERVICE GUELPH COULD REDUCE UNNECESSARY EQUALS TO O THE GARBAGE DESK. AND RESOLVE MORE OF THOSE QUESTIONS DURING THE FIRST INTERACTION. THE ANSWER IS

YES. AND IT DOUBLED CALL VALUES IN SERVICE GUELPH. WITH ONE DEPARTMENT . SERVICE GUELPH IS RESOLVING 35-45% OF CALLS AND CUSTOMER SAID THEY SPEND LESS TIME ON THE PHONE AND EMPLOYEES IN GARBAGE HAVE 2 1/2 HOURS A WEEK NORP INTERACTION MORE INTERACTIONS IN OTHER PROJECTS. AND THAT WAS THE EASY PART AND CONSIDERED STAFF CAPACITY IN BOTH OF THE SERVICE DESKS AND TRAINED THE EMPLOYEES ON THE NEW ROLES AND RESPONSIBILITIES. NOW OR NEXT WE NEED TO APPLY THAT SAME THINK ING TO THE OTHER 44 PHONE NUMBERS THE PROJECT SHOWED US WHAT KIND OF TOOLS AND HE CAN NOBLG TO APPLY TO REDUCE PHONE CALLS AND IMPROVE ON-LINE SOLUTIONS WE WILL REPLACE THE MOST POPULAR DEPARTMENTS FIRST. AND WE'LL WORK WITH OUR FRIENDS IN THE PARKS AND TAX TEAMS AS A START. AND

CONSIDER WHICH SERVICES WE CAN OFFER FROM SERVICE GUELPH UPDATE EMPLOYEE ROLES AND RESPONSIBILITIES AND WEB CONTENT AND PROMOTE THE SELF-SERVE OPTIONS ON-LINE. AND EACH WAVE WILL TAKE ABOUT 5 MONTHS AND THE MOST POPULAR SERVICES ARE AVAILABLE FROM

AS EACH SERVICE JOINS THE CENTRAL TEAM , THE NUMBER OF NUMBERS AND REMOVE OF THE DIRECT NUMBERS FROM OUR WEBSITE AND ADVERTISING. AS EACH SERVICE JOIN S THE CENTRAL CENTER, WE CAN I AM IMPROVE THE CONTENT AND OFFER ON-LINE OPTIONS FOR CUSTOMER RS TO SELF-SERVE AND THAT IS WHAT WE CAN AND SHOULD DO RIGHT NOW WITH THE RESOURCES AND TECHNOLOGY WE HAVE. NEXT STEPHEN IS GOING TO TELL YOU ABOUT OUR SCHEDULE FOR

>> THANKS AGAIN. WE'VE BEEN LEANING HARD ON OUR I.T. DEPARTMENT AS WE LEARNED NEW WAYS OF WORKING AND THAT IS NOT UNIQUE TO GUELPH TIS ACROSS THE WORLD. OUR RELIANCE ON I.T. WEE SEE IS INCREASING AS WE WORK TO MODERNIZE SYSTEMS. AND WE CAN'T SKIP AHEAD WITH THIS WORK AND THERE ARE IMPORTANT FOUNDATIONAL PIECES OF TECHNOLOGY TO BE UPDATE AND HAD REPLACED BEFORE WE CAN BUILD THAT WILL

SPECIFICALLY LIKE THE INTEGRATION PLATFORMS THEY NEED TO BE IN PLACE BEFORE WE BUILD THE CUSTOMER RELATION SOLUTION . AND PAYMENT SOLUTIONS UPDATED. AND WE HAVE MULTIPLE AT THE CITY. AND THERE IS FOUNDATIONAL ARCHITECTURE TO BE ADDRESSED AS WELL YOU'LL SEE FROM THE PROPOSED SCHEDULE IN THE REPORT, IT IS INTENDED TO SHOW OUR FRIENDS IN GREEN IN I.T. AND OUR HR FRIENDS IN ORANGE. AND AS WE WORK, WE'RE PREPARING TO PURCHASE A DIGITAL CUSTOMER SERVICE PLATFORM NEAR THE END OF 2024 PENDING BUDGET APPROVAL AND THIS TIMELINE. AND COUNCIL WILL SEE SEVERAL I.T. PRIORITIES. THIS COMING JAN AS YOU DELIBERATE BUDGET INCLUDING THE -- IMPROVING THE APPLICATION PROCESS AND REPLACING THE PROPERTY TAX MANAGEMENT SYSTEM AND THE CITY'S WORK ORDER MANAGEMENT SYSTEM

EACH REQUIRES A TEAM OF SPECIALIZED TEAM AND THE PROPOSAL WILL BE

AFTER SIMPLIFYING AND RESTARTING IN 2022, WE'RE EXCITED ABOUT THE ACHIEVEMENTS WE'VE MADE THIS YEAR. AND SOME THAT ARE FOUNDATION SCOMBRAL HELP SET THE STAGE FOR BETTER CUSTOMER EXPERIENCES ON-LINE AND ON PHONE AND IN PERSON. WE ARE ON THE RIGHT PATH. WE HAVE MOMENTUM AND OUR EYES ARE WIDE OPEN ABOUT THE JOURNEY AHEAD. WE'RE MAKING SMART DECISIONS TO MAKE SERVICES AND HERE IS ANOTHER GEM FROM OUR FRIENDS IN THE UK... (READING) WE HAVE HARD WORK AHEAD TO MAKE IT SIMPLE TO ACCESS SERVICES. IT IS WORK WORTH DOING. BECAUSE BETTER CUSTOMER SERVICES AS WE STARTED OFF WITH, INCREASES PEOPLE'S TRUST IN LOCAL GOVERNMENT. AND WE'RE HAPPY TO ANSWER QUESTIONS. THANK YOU, MAYOR

>>MAYOR GUTHRIE: THANK YOU SO MUCH FOR

I REALLY APPRECIATED IT. A COUPLE QUESTIONS OFF THE TOP TO COUNCILLOR

I'M EXCITED ABOUT THIS, THIS IS

FIRSTLY, WILL THERE BE A PRESENTATION AND FEEDBACK FROM THE AAKRESHGS BEFORE THE NEXT ITERATION OF THE DATABASE. AND I WAS THINKING THAT ACCESSIBILITY IS A STAND ALONE HEADING MAY BE EASIER FOR SOME PEOPLE TO INPUT THEIR FEEDBACK WITH THE ROADS SIDEWALK

>> I COULD START, THROUGH YOU TO THE COUNCILLOR , IF YOU'RE SPEAKING ABOUT THE REPORT A PROBLEM APP IS THAT? OKAY -- ANY ITERATIONS WE DO WOULD BE VETTING THROUGH A LENS OF ACCESSIBILITY AND I'LL LET STACIE ANSWER SPECIFICS >> THANK YOU, AND, THROUGH YOU TO THE COUNCILLOR COUNCILLOR CAT. THERE IS A FEW WAY S TO GET TO THAT SERVICE QUESTION ON. THERE IS A FEW WAYS TO GET TO THAT SERVICE QUESTION. OR YOU CAN REPORT A PARKING ISSUE THAT IS ACCESSIBLE. AND THERE ARE 2 DOORS INTO THAT, AND THERE IS A COUPLE OF WAYS TO REPORT AN ISSUE. >> PERFECT, AND ALSO ARE YOU GOING TO BE RUNNING THIS THROUGH THE A

>> I BELIEVE THAT HAS ALREADY HAPPENED . IF IT HASN'T, THEN, YES. THIS WAS JUST UPDATING AN EXISTING TOOL WE HAD. AND I BELIEVE THEY WERE CONSULTED AND INVOLVED IN THE FIRST DEVELOPMENT. BUT >> AND THE OTHER PIECE TO ADD IS THAT THROUGH YOU, MR. MAYOR, WHEN WE GET TO THAT POINT OF CUSTOMER RELATION SOLUTION THAT IS A GREAT END STATE, THAT THAT WILL BE HEAVILY VETTED THROUGH THE AAC. AND WE'LL BE MINDFUL OF GUIDELINES AND THOSE WEB CONTENT GUIDELINE S THAT DRIVE ACCESSIBILITY. AND THE BENEFIT IS THAT WE HAVE AN IN-HOUSE GROUP OF FOLKS THAT HELP TEST DRIVE SOME OF THE NEW FUNCTIONAL AT THISES AS WE STAND THEM >> PERFECT, THANK YOU. AND THE SECOND QUESTION I HAD IS SOMEWHAT -- IS BASICALLY SIDE WAYS RELATED. I WAS WONDERING IF WE CONSIDERED A WAY TO CAPTURE INJURIES AS A SENSE OF ACCESSIBILITY OR THROUGH A SYSTEM TO GATHER METRICS ON DISABILITY INJURIES THAT ARE NOT USUALLY CAPTURED >> THROUGH YOU TO THE COUNCILLOR

, THAT'S A GOOD QUESTION, AND NOT SURE IF WE HAVE THOUGHT OF THAT IN GREAT DEPTH BUT WE CAN TAKE THAT COMMENT BACK AND GIVE IT THOUGHT. THERE IS LOTS OF DIFFERENT CITY TEAMS THAT WOULD BE INVOLVED IN THOSE INCIDENTS. SO IF IT'S A DIRECT RESPONSE TO AN I WANT THAT WE'RE RESPONDING AS FIRST CARE RESPONDERS , THERE IS A DIFFERENT APPROACH TO THAT. IF IT'S AN AN INJURY ON THE CITY PROPERTY THERE'S A RESPONSE IN TERMS OF OUR OBLIGATIONS TO REPORT THOSE FROM AN INSURANCE AND THAT TYPE OF EXPAND POINT. AND MAY BE WE CAN TAKE THAT BACK AND CONSIDER THAT AS WE >> GREAT, THANK YOU, THOSE ARE MY QUESTIONS. AND LOVE IT. YOU GUYS ARE DOING A GREAT JOB. THANK YOU >>MAYOR GUTHRIE: THANK YOU, COUNCILLOR . I SAW TWO THUMBS UP DURING THAT CONVERSATION I'M GOING TO COUNCILLOR GOLLER AND THEN COUNCILLOR GIBSON AND

>> THANK YOU FOR THE PRESENTATION . I'M THRILLED THAT THE CITY IS UNDERTAKING BOTH ONE CITY ONE VOICE SHARED VISION, THE COMMUNICATIONS AND ENGAGEMENT AND LFRS SERVICE SIMPLIFIED AND ATTACKING BOTH SIDES OF HOW DO WE GET INFORMATION OUT AND GET THE COMMUNITY TO MAKE SERVICE MY FIRST QUESTION IS JUST FOR CLARITY . WE HAVE MENTIONED A FEW TIMES THIS BEING AN APP BUT IT IS -- NOT AN APP -- I CANNOT GO-TO THE APP STORE AND DOWNLOAD IT? CAN YOU CLARIFY FOR ME? I THOUGHT IT WAS A WEB FORM THAT PEOPLE WERE FILLING OUT

>> IT IS MANY THINGS. WE HAVE A FEW APPS ALREADY IN THE APP STORE LIKE TRANSIT OR PARKING. WE HAVE A WASTE APPEAR. AND WE COLD FRONT DON'T WANT TO CREATE 42 APPS FOR THE 42 BUSINESSES WE ARE IN. ANYTHING OWN THE CITY'S WEBSITE, WILL WORK -- AND YOU WON'T HAVE TO DOWNLOAD PIECES OF TECHNOLOGY >> AND TO ANSWER THE QUESTION -- [OVERLAPPING VOICES] -- IT IS EFFECTIVELY A GIS TOOL THAT IS WESTBOUND BASED AND INTERACTS IN AN APP LIKE FORMAT ON A THE PHONE. AND THE MAYOR AND I WERE SPEAKING EARLIER YOU CAN ADD IT AS AN ITEM ON YOUR HOME PAGE AND IT WILL TAKE YOU RIGHT TO THAT WEB BASED APP. WHAT STACIE MENTIONED IS REALLY I THINK RELEVANT IN THAT WE SEE OTHER MUNICIPALITY THAT IS HAVE APPS AND THERE IS MULTIPLE APPS DO DIFFERENT THINGS OR WHAT WE'RE TRYING TO AVOID HERE, IS THEY DON'T LET YOU GET A FULL LIFECYCLE THROUGH A PROCESS. AND FOX, MY WASTE CART HAS BEEN CRACKED OR DAMAGED AND

I NEED A NEW ONE TO LOG ON-LINE AND REQUEST A NEW ONE, BUT MAY BE I CAN ACTUALLY FULFILL THAT LIFECYCLE OF OF THE REQUEST AND MAY BE THERE IS A PAYMENT FUNCTIONALITY REQUIRED -- BUT I WOULDN'T SEE IT END TO END THE LIFECYCLE OF THAT ACTION. AND A CONFIRMS IT IS ON THE WAY AND UPDATES. THE TRUCK HAS YOUR CART AND IT IS -- AND WE'RE TRYING TO AVOID THOSE MULTIPLE APPS OR IF THERE IS THE ONE APP IS IT REALLY TRULY A ONE STOP SHOP? BECAUSE I WOULD SAY -- AND I WOULD CHALLENGE OUR COLLEAGUES IN OTHER MUNICIPALITIES THAT THEIR ONE APPS ARE PROBABLY NOT FULSOME APPS TO SUPPORT THE FULL SERVICE INTERACTION >> THANK YOU FOR THAT.

MY NEXT QUESTION IS IF SOMEONE SUBMITS A REQUEST ABOUT GARBAGE ON A PARK AND A STAFF MEMBER HAS A TRANSFER THAT INFORMATION. DID THAT MEAN IF WE SEE GARBAGE ON A SATURDAY MORNING IS IT ACTUALLY BETTER TO CALL THE CITY BECAUSE OTHERWISE WOULD IT BE UNTIL MONDAY MORNING THAT THE PERSON PROCESSES THE DATA? WHAT IS BETTER AT THIS POINT TO MAKE A PHONE CALL FOR IMMEDIATE RESPONSE OR TO USE

>> IF IT IS SOMETHING LIKE A HAZARD THEN YES, CALL THE NUMBER . FOR SURE. IF IT'S SOMETHING THAT CAN WAIT UNTIL MONDAY LIKE LITTER OR SOMETHING THAT IS NOT CAUSING A HAZARD, THEN

>> (INDISCERNIBLE) -- ANY OF THOSE SERVICE INTERACTS WORK IN THE SENSE THAT THERE ARE -- WE DO RUN -- IT'S NOT LOST -- THE EXECUTIVE TEAM -- WE ARE A 24/7 OPERATION AT THE CITY AND MAY BE PARK STAFF CAN RESPOND ON WEEKENDS OR AFTER HOURS AND DEPENDING ON THE TIME OF DAY AND NUMBER OF FACTORS. BUT IT'S NOT ALWAYS MONDAY TO FRIDAY FOR SERVICES. MANY OF OUR SERVICES AND YOU WILL KNOW THEM THAT OPERATE MUCH BEYOND THOSE SET HOURS >> SO THIN JUST FOR CLARITY , WHEN THERE IS -- THERE IS A CAR THAT IS PARKED ILLEGALLY, AND IT IS -- 8 P.M., IS IT -- IS THIS MAP USEFUL TOOL FOR ME TO USE SO BYLAW WILL COME BY IN 20 MINUTES? OR SHALL I MAKE A >> AND BYLAW IS 24/7 THEY ARE ON IT ALL DAY. >> AND THEY ARE MONITORING >> YES, THING LIKE LITTER IN A PARK IS LESS PRESSING AND THAT WILL PROBABLY WAIT

UNTIL MONDAY. AND THERE IS AFTER HOURS FOR CRITICAL SERVICES LIKE WATER MAIN

>> THANK YOU FOR THAT CLARIFICATION . AND WE WERE GIVEN THAT CHEAT SHEET THAT GIVES US THE SERVICE STANDARDS. IF YOU CALL THE CITY NO MORE THAN 7 MINUTES IF YOU ARE COMING TO AUTODESK, YOU'RE NOT GOING TO WAIT MORE THAN 20 MINUTES. WHAT IF IT'S AN E-MAIL WHAT IS THE STANDARD? BALLS OFTEN TIMES SOMEONE SEPDZ ME AN E-MAIL SAYING I -- WHAT IS THE SERVICE STANDARD FOR ANSWERING E-MAILS FROM THE PUBLIC. IT'S NOT LISTED IN >> IF IT IS, IT IS THE EMD END OF THE NEXT BUSINESS DAY. >> PERFECT -- THERE IT IS

>> YOU CAN SPEND TIME LOOKING >> THAT IS MY BAD. END OF NEXT BUSINESS DAY, I APPRECIATE THAT. AND ONE LAST QUESTION, HOW DO WE SUPPORT THE COMMUNITY MEMBERS NOT ON LINE? AND IT IS NOT MANY , IT'S A FIE FOLKS THAT ARE NOT USING -- THE INTERNET FOR THOSE FOLKS AT THIS POINT , WHEN THEY WANT TO CONNECT WITH THE CITY, WHAT IS THE COMBES WAY FOR THEM TO DO >> THROUGH YOU TO THE COUNCILLOR, WE TALKED A LOT ABOUT DIGITAL. AND IN OUR SOCIETY THERE, IS A SHIFT TOWARDS DIGITAL . THAT IS -- THAT BEING SAID IT'S NOTLESS ON U.S. THAT THERE ARE STILL FOLKS WHO WANT TO MEET THE FOLKS AT SERVICE GUELPH TO HANDLE INTERACTS. AND AT THE RECREATION CENTERS AT WASTE AND ET CETERA. THAT IS ALWAYS THERE. AND SO TOO IS PHONE. WE'RE NOT LOSING OR DOING AWAY WITH THOSE. WE REALIZE THERE IS A NEED TO LIFT UP OUR WORK ON THE DIGITAL SIDE . BUT AS WE DO THAT WELL ENSURE OUR CHANNELS ARE ALL AVAILABLE. MOVING FORWARD >> AND I WOULD LIKE TEED THAT

IF POSSIBLE. MOVING THE FOLKS WHO CAN AND ARE ABLE TO ACCESS THE INTERNET, MAKES IT EASIER FOR US TO PROVIDE SUPPORT IN PERSON AND BY PHONE. AND I WOULD OFFER THE GUELPH LIBRARY IS AN EXCELLENT RESOURCE AND THEY ARE OPEN WHEN PEOPLE NEED THEM, PROBABLY LATER THAN CITY HALL -- AND THEY CAN HELP WALK SOMEONE THROUGH A PROCESS ON-LINE. AND THEY OFFER THAT ALL THE TIME. >> SO JULS -- SO I UNDERSTAND THE MESSAGE -- WHAT YOU'RE ASKING US TO DO IS WHEN WE GET RESIDENTS WITH CONCERNS OR COMPLAINTS, INSTEAD OF SAYING SEND THIS E-MAIL ORACLE A NUMBER , YOU WOULD LIKE US TO SAY USE THIS INTERFACE FOR COMPLAINTS >> YOUR BEST SHOT IS GUELPH CA, AND THEY HAVE A MENU TO CHOOSE FROM

>>MAYOR GUTHRIE: THANK YOU, COUNCILLOR GIBSON WOULD BE R WOULD YOU MIND IF I JUMPED IN WITH A FOLLOW-UP QUESTION? THANK YOU VERY MUCH WHAT HAPPENED TO THE HOW CAN WE HELP YOU? FOR THE LAST 8 YEARS WE'VE BEEN HOLD IN: MOVE EVERYBODY TO THE HELP YOU FORM -- AND UNDER THAT IS ALL THE CATEGORIES. FOLLOWING UP ON THE QUESTION THERE, ARE YOU WANTING US TO SEND EVERYONE TO THIS MAP TOOL?

>> THE WEBSITE IS WHERE YOU'LL FIND THE HOW CAN WE HELP YOU AND THAT IS WHERE ALL THE SERVICES ARE STILL THERE AND YOU'LL FIND THE MAP THERE AS WELL. SO PEOPLE HAVE THE CHOICE. THEY CAN USE ON-LINE, FORM, THEY CAN E-MAIL OR USE THE MAP OR, CALL. THIS IS ABOUT OFFERING DIFFERENT CHANNELS >>MAYOR GUTHRIE: THEY CAN USE THE FORMS OR THE >> THANK YOU VERY MUCH. AND I WANTED TO ENSURE THAT AS YOU ARE GETTING TING RID OF OLD INFRASTRUCTURE THAT MAY HAVE BEEN GOT RID OF -- SORRY ABOUT THAT -- I HAVE LIKE HOW YOU SAID STACIE -- THE INDIVIDUAL MAY LIKE TO TALK ON THE PHONE. OR MAY LIKE TO FIND INFORMATION AND LEAVE OR USE THE MAP TOOL OR A FORM. AND I THINK THAT SPEAK S TO THE DIFFERENCES OF USER INTERFACE THAT SOMEONE MAY ACTUALLY WANT TO STILL USE. WOULD YOU THEN BE GETTING RID OF ANY OF THAT? OR NOT ON THE PROGRAMS >> IT IS NOT CURRENTLY ON >>MAYOR GUTHRIE: THANK YOU, SORRY ABOUT THAT

>> NO PROBLEM, A QUESTION ABOUT MANAGING THE FLOW OF INFORMATION AND QUESTIONS COMING THROUGH. CURRENTLY LOTS OF THE REQUESTS FLOW THROUGH A COUNCILLOR OR THE FRONT DESK AND ENDS UP ON A DESK TO DPERM A WORK ORLD IS REQUIRED . AND A LOT OF MY WORK GOES THROUGH OPERATIONS. WHAT ARE THE CHECKS AND BALANCES FOR WORK ORDER FOR CITY STAFF AND WHAT ARE THE MEMBER ISMS THAT LAW A MEMBER OF OF THE PUBLIC TO KNOW THAT REQUEST IS IN. IF YOU HAVE A TRIPPING HAZARD ON A SIDEWALK AND WANT TO COMPLAINT -- THERE IS ONE THERE ALREADY. IS THERE TECHNOLOGY TO SUPPORT THE PUBLIC AND STAFF. AND DON'T WANT 5% OF OF THE POPULATION DRIVING 95% OF OUR STAFF'S WORK. WHAT WILL ALLOW STAFF TO DISPOSITION CONCERNS BEFORE THEY TURN INTO WORK ORDERS? IS

>> I THINK SO. THAT IS WHAT THAT HUMAN COMPONENT IS CURRENTLY ACTING NOW. SO, SERVICE WORK OREGON ORDERS, IN THE MAP, PEOPLE SEE IT IS SUBMITTED AND THEN OPERATION TEAM TAKE THAT REQUEST AND ENTER IT INTO THE WORK ORDER SYSTEM. AND THAT IS THE CHECK AND BALANCE NOW IS HUMANS >> AND PERHAPS, THROUGH YOU TO THE COUNCILLOR, MY REFERENCE TO THE -- THAT MIDDLE PIECE OF THE PUZZLE NOW THAT IS HUMAN DRIVEN BECAUSE IT HAS TO BE BECAUSE THERE IS NOT THE LINK BETWEEN THE I.T. SYSTEMS. AND THE REALITY IS THERE WE WANT TO GET TO A SPOT WHERE IT IS SEEM LAST AND NOT THE NEED FOR SOMEONE TO TRANSMIT OR TRANSFER INFORMATION FROM ONE SYSTEM TO ANOTHER TO GET A REQUEST. THE REALITY IS THERE IS ALWAYS A HUMAN ELEMENT. EACH IF MEMBERS -- WHEN MEMBERS OF THE COMMUNITY CAN SUBMIT THEIR OWN REQUEST OR PROBLEM, AND THERE IS A PERSON ON THE END AND IT IN OURP CASE OF MIGHT BE A PERSON IN THE FIELD AND THAT LOOKS LIKE THE ISSUE I JUST FIXED THIS MORNING

. AND WE CAN MARK IT AS FIXED . AND THERE IS STILL A HUMAN ELEMENT THERE. OUR INTENT IS TO EXPEDITE AND STREAMLINE THE PROCESSES IN

>> AND JUST A FOLLOW-UP, SO THAT PERSON WHO SUBMITS THAT REQUEST GETS AN E-MAIL CONFIRMING THAT ISSUE HAS BEEN FLAG AND HAD THAT STAFF ARE ON IT? IS THAT? THAT IS HOW IT IS >> AND YES, TLUTS, THROUGH YOU TO THE COUNCILLOR THROUGH YOU TO THE COUNCILLOR, THAT IS HOW TO GIVE REAL TICK

>> WHAT IS THE SIDEWALK MAINTENANCE PROGRAM THAT HAS A PROGRAM AND A MAP OF THE FIXES OF THE CITY AND HOW THEY WILL TACKLE THOSE PROBLEMS. WHAT PREVENT THAT WORK PLAN FROM BEING MESSED WITH NEW ORDERS AND SPLANTS COMPLAINTS. AND THIS IS MY ONLY CONCERN -- AND ONE CONCERN I CAN SEE HAPPEN SOMETHING AN AMOUNT OF TIME AND RESOURCES SPENT IN CERTAIN PARTS OF THE CITY BASED ON WHICH AREA OF OF THE CITY IS FILING THE MOST COMPLAINTS ? IS THAT CLEAR? WE ARE GETTING FROM A STAFF LEFD EQUITABLE INVESTMENT AND MORE TO A USER DRIVEN COME FIX MY POT HOLES AND SIDEWALK S. HOW DO WE PRESENT THAT FROM HAPPENING ? AND NOT SPEAKING IN OPPOSITION TO THE DIRECTION, I WANT COMFORT IN KNOWING THAT DELIVERY OF SERVICES IS GOING TO BE >> AND A GOOD QUESTION. AND THROUGH, MAYOR, I'LL HAND OFF TO DC O. AND I THINK I CAN SAY THIS

WITH CONFIDENCE. AND WILL IS ALWAYS A PLACE FOR THE PLANNED ACTIONS -- TO ADDRESS -- SIDEWALK MAINTENANCE ISSUES. AND THAT WILL ALWAYS N BE A PLAN AND PROCESS. THAT MAY BE A SIDEWALK DUE FOR REPAIR IN 2 WEEKS. AND A GOOD MUR SERVICE SYSTEM FLAGS TO THAT INDIVIDUAL AND CUSTOMER AND SHAVE , YEAH, IT'S ON THE DOCKET AND COMING UP SOON. AND I'LL LET DC OADD ADDITIONAL CONTEXT

>> STAFF WILL REPORT A MAP, AND STAFF WILL VALIDATE BEFORE IT IS POSTED IF THE REQUEST COMES IN. AND WE HAVE OUR WORK PLAN THAT LAYS OUT THE SIDEWALK HAZARDS AND THEY ARE MARKED FOR SAFETY CONCERNINGS FIRST. AND WELL LOVE TO GET TO EVERYTHING IMMEDIATELY. BUT WE HAVE A PLAN. AND WE ALWAYS WELCOME RESIDENTS TELLING US. AND THEN SOMEBODY LET'S US KNOW THAT SOMETHINGS CHANGE AND THE HAZARD IS GREATER. AND WE APPRECIATE THOSE FLAGGED. WE FOLLOW THE WORK PLANS AND WE HAVE INSPECTORS CHECKING ROADS FOR THINGS LIKE POT HOLES AND THEY SET THE MAINTENANCE SCHEDULE AND LOG THE ORDERS . AND WE APPRECIATE THE RESIDENT COMPLAINTS THAT COME IN AND ARE LOGGED IN THE SYSTEM BECAUSE THAT HELPS US BASICALLY PRIOR TIETZ THE WORK IN THE CITY. AND SAFETY IS ALL OF US FIRST. AND THAT CAN BE FRUSTRATING FOR PEOPLE BECAUSE WHAT THEY HAVE LOGGED MAY NOT BE A PRIORITY AS THEY WOULD LIKE. BUT WE ALWAYS DO APPRECIATE WHEN PEOPLE NOTE

>> AND MY HOW FAR WE'VE COME. WHEN I THINK ABOUT 5-15 YEARS AGO HOW DIGITAL SERVICE HAS TRANSFORMED AT THE EXPECTATIONS OF THE COMMUNITY MY QUESTION HAS TO DO WITH MY ROLL AS A COUNCILLOR . BECAUSE IT DOESN'T SAY SERVICE GUELPH IT SAYS GUELPH AND I LIKE GOOD SERVICE BY E-MAIL. AND I THOUGHT TO MYSELF HOW CAN I ALSO AS A SERVICE PROVIDER AND A LIAISON TO THE COMMUNITY, HOW CAN I MEET THE STANDARDS AS WELL. AND NOT SURE THAT I CAN. SO, ONE OF THE THINGS THAT I THINK IS IMPORTANT FOR URS AS COUNCILLORS IS TO ENSURE WE'RE DIRECTING THE COMMUNITY TO THE PLACE TO GET SERVICE AND NOT ACTUALLY BLOWING THE PROVIDING THE SERVICE. AND IF YOU HAVE ANY SUGGESTIONS HOW TO FLOW THINGS BETTER. AND MR. MAYOR I'VE ASKED FOR YEARS FOR A N ASSISTANCE FOR KAUN TO HELP US TO GET -- COUNCIL TO HELP US GET PEOPLE TO THE COUNCIL. AND I THINK THERE IS ANOTHER

FOR ME, DOMAIN SIMPLICITY IS VERY MUCH -- IMPORTANT AND GUELPH CAHAVE TO GET TO ANOTHER SPOT. AND IF I COULD SAFE GO-TO SERVICE GUELPH THAT WILL GET THEM TO THE SERVICE PORTAL. BUT THAT IS SENDS YOU FOR A PAUL IN LONDON. AND I DO NOT WANT TO SAY GET TO CITY OF GUELPH WEBSITE. IS THERE A WAY TO HAVE SIMPLE CONNECTIONS LINKS AND HYPER LINKS TO USE? I KNOW GUELPH WEBSITE IS THE LOGICAL PLACE TO SEND PEOPLE AND IT IS STILL A FEW STEPS AFTER THAT TO GET TO THE PORTAL ANY SUGGESTIONS HOW TO DRIVE TRAFFIC YOUR DIRECTION >> I'LL START AND HAND OFF THERE IS LOTS OF DEMANDS ON YOU AS A PUBLIC PERSON. AND YOU'RE JUST ONE PERSON

WITH 24 HOURS IN A DAY AND THAT IS IT. WE RECOGNIZE THAT IS A CHALLENGE. OUR GOAL IS DIRECTING FLOW OF TRAFFIC. WE TALKED ABOUT IT DURING THE ORIENTATION . THE PLACES WHERE YOU CAN DIRECT YOUR CONSTITUENTS AND THE PROBLEMS THAT COME TO YOU . THROUGH GUELPH WEBSITE AND THE SERVICE CHANNELS . WE HAVE THE RESOURCES ON THIS END TO HELP ANSWERS THOSE THINGS AND DO IT IN GOOD TIME. AND NOW TO THE LEVEL WE HAVE SOME WORK UNDER WAY, AND PART OF WHAT WE ARE CONTEMPLATING INCLUDING SERVICE SIMPLIFIED IS RELOOKS AT GUELPH.CA WILL BE THE PLACE FOR FOLKS TO GO. AS WE INVEST MORE TIME AND ENERGY -- AND IT WILL TAKE TIME -- BUT AS WE PUT SERVICES OVER TO THAT TEAM THEY WILL BE BETTER POSITIONED TO RESPOND TO INQUIRIES . AND YES WE NEED A BETTER SPOT. STACIE KNOWS GUELPH.CA CAN GIVE YOU TIPS

>> THANK YOU. AND YES, I RECOGNIZE THAT NONE THEY HAVE IS ALLY A SERVICE PORTAL NOW -- IS REALLY A SERVICE PORTAL. AND THEY ARE OWNED BY DIFFERENT DEPARTMENTS AND THAT MEANS

THAT IS ONE OF THE THINGS WE WANT TO FIX SO THAT WHEN YOU LAND ON GUELPH.CA THE SERVICES ARE FRONT AND CENTER AND THE MOST POPULAR ONES ARE VERY VERY VISIBLE AND CLEAR . NOW, GUELPH.CA HAS ON THE LANDING PAGE , I WANT TO -- AND A MENU TO LOOK AT . AND I WOULD REMIND EVERYONE THAT GUELPH.CA IS NOT OUR LANDING PAGE BUT GOGGLE IS. MOST PEOPLE WILL GOGGLE GUELPH GARBAGE DAY OR POT HOLES . AND THAT USUALLY TAKES THEM CLOSER TO WHERE THEY CAN ACTUALLY TAKE ACTION AND REPORT A PROBLEM. NOTHING WRONG WITH GOGGLE TIS IS REALLY HANDY. AND I ENCOURAGE YOU TO USE THE GUELPH.CA AND MOST OF THE SERVICES ARE AVAILABLE WITHIN >> THAT IS HELPFUL. AND I THINK (INDISCERNIBLE) -- DO AND WHAT I HAVE DONE AND MAY BE SUGGESTIONS FOR FELLOW COUNCILLORS IS ADD TO YOUR SIGNATURE ON ALL YOUR E-MAILS. AND IN ORDER FOR ME TO HELP YOU MEET THE SERVICE STANDARD

OF NEXT BUSINESS DAY, AND I WILL CONSIDER AN AUTO RESPONSE SAYING I RECEIVED YOUR E-MAIL AND THE LINK TO SERVICE AND THAT WAY WE'RE HELPING YOU DRIVE THAT TRAFFIC AND MEET THAT NEXT BUSINESS DAY -- BECAUSE IT DOESN'T SAY WE'LL SOLVE THE PROBLEM IN A BUSINESS DAY. IT SAYS WE'LL ACKNOWLEDGE YOUR REQUEST BY THE NEXT BUSINESS DAYS. AND I THINK WHATEVER WE CAN HELP YOU TO REACH YOUR GOALS AND ALSO HELPS CUSTOMER SATISFACTION. THANKS FOR THIS. AND DRIVING THIS AGENDA INTO THE NEXT CENTURY. >>MAYOR GUTHRIE: THANK YOU, COUNCILLOR O'ROURKE >> THANK YOU, THROUGH YOU TO THE COUNCILLOR . AN OBSERVATION BECAUSE IT IS IN RELATION TO THE NEXT ITEM AND A QUESTION. I'M EXCITED BY THE METRICS. AND THESE -- ALL THESE MEASURES RESPOND TO TOP PRIORITIES 1 AND 2 OF THE SERVICE RATIONATION AND THEY WERE UNDER WAY. AND THEY ARE WELL ALIGNED . AND I ESPECIALLY LIKE THE RESULTS SLIDE THAT IS TALKING ABOUT THE NUMBER OF CALLINGS

SOLVED IN THE FIRST CALL. AND THEY ALLOW US TO SEE FROM A FINANCIAL PERSPECTIVE AND THEY LAW US FOR ROI. AND I'M PLEASED TO SEE THOSE AND I MENTION IT BECAUSE WE'LL BE TALKING ABOUT THAT IN A FEW THROUGH YOU TO THE COUNCILLOR, MY OTHER QUESTION WAS I SAW THE CUSTOMER SERVICE STANDARDS. AND DON'T DISAGREE WITH THEM, BUT I WOULD LIKE TO KNOW HOW THEY FIT WITH THE CITIZEN SATISFACTION SFUR VAF WE SURVEY BECAUSE WE LOST THAT LAST PAGE WHERE PEOPLE RANK THAT SERVICES . AND I MISSED THAT PAGE AND IT GAVE PEOPLE AN OPPORTUNITY TO SAY THEY ARE CONCERNED ABOUT WHATEVER. HOW DOES THAT JUST IN THE MOMENT FEEDBACK WHICH IS THE MOST ACCURATE -- HOW DOES THAT FIT IN WITH THE BROADER CITIZEN SATISFACTION

>> THANK YOU, IT DOESN'T YET BUT IT WILL. THAT'S THE NEXT STEP. AND NOW THAT WE'VE STANDARDIZED THE THINGS TO MEASURE, WE CAN INCLUDE THOSE MEASURES IN THE CITIZEN SATISFACTION WE DO EVERY 2 YEARS. AND THAT PAGE THAT YOU MISS, I MISS IT. AND WE'LL RETURN TO EVALUATING OUR SERVICES MORE AND THE ONES IN THE MOMENT EXIT SURVEYS >> I'M HAPPY TO HEAR YOU HAVE SAY THAT, BECAUSE IT IS NOT A BRAM TER BAROMETER AT THE DOOR. AND THERE IS IS AN ISSUE IN A CERTAIN PLACE -- >> IF I CAN ADD ONE MORE COMMENT . THE INTERESTING THING IS THAT SURVEY AND THAT NUMBER OF OPTIONS AVAILABLE THERE, IT CAN LEETD LEAD TO SUSH VA BIAS, SURVEY. AND PEOPLE FEEM THEY HAVE TO RESPOND TO QUANTIFY THEIR EXPERIENCE . WE SAW GREAT RESPONSES FROM SERVICES ONE WOULD EXPECT. AND IT'S NOT

TO CAST ASPERSIONS BUT OUR FRONT LINE STAFF OFTEN SCORED WELL. AND WE WANT THAT. AND IT IS EXPECTED . NOT EVERY INDIVIDUAL THAT RESPONDS TO THE SURVEY MAY NOT LIKELY -- HOPEFULLY DIDN'T HAVE TO INTERACT WITH THAT. AND IT IS LEARNING HOW TO STANDARDIZE THE MEASUREMENT S TO GET AT THE DATA THAT COUNCIL NEEDS THAT WE AS STAFF NEED TO DRIVE POSITIVE CHANGE IN SERVICE INTERACTIONS

>>MAYOR GUTHRIE: OKAY. THANK YOU >> THANK YOU, MAYOR FTHERE ARE NO FURTHER QUESTIONS -- IF THERE ARE NO FURTHER QUESTION, MOVED MY ME AND SECONDED BY COUNCILLOR RICHARDSON FOR RECEIVING >>MAYOR GUTHRIE: I THINK IT IS ON THE FLOOR. AND I HAD A COMMENT FROM COUNCILLOR CATON AND A QUESTION FROM MYSELF. GO HEAD COUNCILLOR CATON >> I HAD A COMMENT TO ADDRESS COUNCILLOR GIBSON'S CONCERN ABOUT FLYER AT THIS VERSE WORK PLAN. AND I UNDERSTAND WANTING TO ENSURE THAT IMPROVEMENTS ARE FAIRLY DISTRIBUTED BUT DOESN'T MEAN THEY ARE EQUITABLE. AND I'M HAPPY THIS TOOL IS AN OPPORTUNITY TO MAKE AREAS WHERE DISABLED PEOPLE LIVE MORE EQUITABLE BECAUSE THEY HAVE MORE ISSUES TO WORK AROUND AND THEY IMPACT EVERYONE DIFFERENTLY. LIKE WE HAVE PRIORITY REPORTING FOR SNOW SCLEERING ON SIDEWALK CLEARING FOR SDANLT DISABILITIED PEOPLE BUT IT IS CREATING MORE EQUITY WITHIN THE SERVICE PLAN. THAT'S ALL,

THANK YOU. MAYOR MAFR THANK YOU >>MAYOR GUTHRIE: -- I HAD -- IT'S INTERESTING -- I THINK I'M SPEAKING THE SAME LANGUAGE AS COUNCILLOR O'ROURKE. WHAT I WROTE WAS MY QUESTION WAS: DO WE KNOW WHERE OUR HIGHEST COMPLAINTS ARE RIGHT NOW? IS IT WASTE? SNOWPLOWING ? TRANSIT? DO WE KNOW WHERE OUR HIGHEST >> THROUGH YOU TO THE COUNCILLOR AND TO YOUR SPECIFIC QUESTION, I THINK THE BEST ANSWER -- DON'T SPECIFICALLY KNOW YOUR AREA OF COMPLAINT, BUT I'M GOING TO BE VERY EMPHASIZING THIS BODY OF WORK WILL START TO CREATE DATA GATHERING AND METRICS THAT WILL BE MEASURABLE AND IS SPECIFIC THAT HELPS GUIDE VERY STRONG DECISIONS WE NEED TO >> AND MR. MAYOR TO BUILD ON THAT, I TALKED ABOUT HOW WE HAVE ALMOST -- YOU KNOW THERE ISN'T A ONE SEE APPROACH NOW TO SERVICE DELIVERY , WHICH MEANS WE CAN'T MEASURE ALL IN ONE PLACE 37 DIFFERENT TOOLS AND

PHONE NUMBERS AND DIFFERENT DATA POINTS FOR ALL OF THE SERVICE AREAS. THIS IS AS -- A BIT OF AN ADMISSION OF A VULNERABLE SPOT WE'RE IN, IT'S A NEED TO ADDRESS IT. AND I THINK THAT COMES THROUGH LOUDLY IN THE PRESENTATION. I HOPE. BUT PART OF WHAT WE'RE GETTING TO IS A STATE WHERE THOSE THINGS ARE EASIERLY MEASURABLE AND IT STARTS WITH THOSE SERVICE STANDARDS AND THE CUSTOMER FRAMEWORK THAT WE HAVE IN PLACE >>MAYOR GUTHRIE: AND WHEN STAES CY ANSWERED THE COUNCILLOR O'ROURKE'S QUESTION, IT PUT ME AT EASE THAT YOU'RE SAYING THAT YOU'RE GETTING THE BACKGROUND STUFF CLEANED UP SO THAT THE NEXT FATZES XT PHASES AND WHAT EVERYONE EF IS SKAK. AND JUST A COMMENT HERE. I WANT TO ENCOURAGE YOU THAT -- IN -- IN MY MIND, I WOULD WANT TO KNOW -- WHERE ARE THE HIGHEST COMPLAINTS SO I CAN PUT THE RESOURCES TOWARDS THOSE REEL ISSUES? SO I JUST -- IT'S A COMMENT, IT'S A TAKE AWAY. IF YOU'RE GOING TO BE FIXING THINGS THAT ARE

NOT OFTEN COMPLAINED ABOUT, AND WE'RE LEAVING THE THINGS THAT ARE HIGH, IT'S -- THAT -- WORRIES ME A BIT, THAT WE PUT THE -- PUSH THE RESOURCES TO THE RIGHT PLACES THAT WE KNOW ARE AND FOLLOWING UP WITH THAT, IF WE KNOW FROM SOMEHOW TRACKING WHERE HIGH COMPLAINT ISSUES ARE, HAS THERE BEEN ANY SORT OF ENGAGEMENT OPPORTUNITIES WHERE DO YOU A FOCUS GROUP WITH THE PEOPLE THAT HAVE ISSUES. AND HEAR FROM THE USERS? SO I'M THINKING LIKE, TRANSIT OR -- AND MORE -- SOME TIMES I GET COMPLAINTS THERE'S A LACK OF REALTIME TELLING PEOPLE EXACTLY WHAT IS GOING ON WITH DEPLOYS OR ROUTE CHANGES OR CHANGES FOR THE DAY OR WHATEVER. IF I'M EXPERIENCING THAT, IT COULD BE ME, IF I'M EXPERIENCING THAT, WHERE IS THE REACH OUT FROM STAFF TO COUNCIL TO SAY, WILL

ARE YOU EXPERIENCE THAG? OR WHERE IS THE REACH OUT TO THE USERS? IF YOU ARE , TELL US WHAT IT IS LIKE TO GATHER THAT FEEDBACK AND DRIVE THE SOLUTIONS THAT MIGHT BE NEEDED. BECAUSE THE SOLUTION MIGHT BE A PERSON THAT SITS THERE AND RESPONDS IN REALTIME . OR THE SOLUTION MIGHT BE A BETTER TECH SYSTEM THAT IS NOT A PERSON, THAT PUSHES OUT INFORMATION AUTOMATICALLY -- MAKING THIS UP AS AGO -- BUT WHERE IS THE OPPORTUNITIES FOR THE END USERS

>> I CAN HAND IT OFF TO STALS CY. WHAT YOU ALLUDED TO MAYOR, IS THE THRUST OF THIS WORK. I TALKED ABOUT A LOT OF THE PEOPLE ON THE TEAM. AND A FOE XUS

>> IN A WAY THIS CAN KRIEF STRATEGIC PLANNING PROCESSES? AND WHERE DO WE NEED TO BE AND WHAT IS THE MOST PRESSING ISSUES IN TERMS OF THE SERVICES DELIVERABLE

>>MAYOR GUTHRIE: AND THIS IS A CHECK IN OPPORTUNITY FOR PRESENTATION. AND I FEEL THAT MORE SOLID IN BLA IS HAPPENING -- WHAT IS HAPPENING AND WHERE IT IS GOING. AND A MAJOR THANK YOU THERE IS NOTHING FURTHER THEN, AND I'M GOING TO CALL THE VOTE. IS ANYONE AGAINST RECEIVING? NO. APPRECIATE THAT. VERY MUCH . LET'S GO-TO OUR LAST ITEM. LOOKS LIKE IS OVER TO COUNCILLOR O'ROURKE WHO HAS ASKED TO SPEAK TO THIS ITEM, WHICH IS TILTED SERVICE RATIONATION IMPLEMENTATION UPDATE WHICH WAS AN INFO ITEM THAT CAME O OUT A WEEK OR SO AGO. AND SO SHE PULLED THAT ITEM TO HAVE A DISCUSSION AND LOOKING FOR DIRECTION AS WELL. AND OVER TO HER. >> THANKS TO STAFF TICKING IT OUT WITH US THIS EVENING. JULY 19TH , 2021 COUNCIL HAD A MEETING WHERE WE APPROVED PRIORITIZING 1 IS 1 OPPORTUNITIES FOR EFFICIENCIES PF CITY SERVICES . AND WE HEARD OF 2 OF THEM ON THE

THAT LEST. AND ANOTHER 17 OPPORTUNITIES WERE UNDERWAY ALL RIGHT. AT THE TIME AND 25 OTHERS SLATED FOR FUTURE WORK. THAT WAS THE CULMINATION OF A PROCESS OF WHICH KPMGWAS RETAINED FOR AN ASSESSMENT OF SERVICES AND DELIVERY OF THE SERVICES TO BENCHMARK OUR PERFORMANCE AGAINST COMPARATIVE MUNICIPALITY IES AND FOR THE OPT MAGS OF CITY SERVICES

IT IS A SIGNIFICANT AMOUNT OF MONEY FOR AN IMPORTANT BODY OF WORK. THAT I DON'T BELIEVE WAS FULLY REFLECTED IN THE INFORMATION REPORT TILTED SERVICE RATIONATION UPDATE 2022 . THE INFORMATION REPORT IS A COUPLE OF THINGS. IT'S A MISSED OPPORTUNITY TO CELEBRATE THE PROGRESS BEEN MADE TO SHOW US -- AND DRAW THAT LINE OF CLARITY AND ACCOUNTABILITY FOR BOTH KAUN I'M ASKING TONIGHT IF WE COULD HAVE MORE DETAIL FOR THAT GREATER ACCOUNTABILITY AND MEASUREMENT AROUND THE OUTCOME OF THE INITIATIVES I'M LOOKING FOR A DOCUMENT THAT PROVIDES MORE DETAIL AND TERMS OF WHERE IT IS IN THE PROCESS, WHAT THE EXPECTED OUTCOMES ARE, AND I THINK WE SHOULD KNOW IF WE'VE DONE A COST BENEFIT ANALYSIS AND DECIDED THAT THE EFFORT OUT WAYS THE PAY BACK. SO THOSE ARE THINGS THAT COUNCIL AS GOOD GOVERNORS SHOULD FOLLOW I WANT SOME ASSURANCES THAT LIST OF PROJECTS DOESN'T GET ABSORB DZ INTO WORK PLANS AND NEVER AGAIN TO

SURFACE IN THAT STRAIGHT LINE THAT IS EASY TO FOLLOW METHODOLOGY I COUGH WAITED TO PULL THE ITEM IN JAN . BUT I -- AND I BELIEVE COUNCIL MAY WANT ADDITIONAL INFORMATION IF POSSIBLE PRIOR TO STRATEGIC PLANNING . IT SHOULD BE AN INPUT, HERE IS THIS MAJOR REPORT THAT WE COMMISSIONED , THAT WE APPROVED, # 11 OF THOSE PRIORITIES. ARE WE ALMOST THERE, IS THE INVESTMENT WORTH THE REST? AND I WOULD LIKE SUBS IN THE REPORT. AND I WOULD ADD THAT A 500,000 CLASS WAS TRANSFERRED TO THE RESERVE ON MAY 30TH TO SUPPORT THE IMPLEMENTATION OF THIS SERVICE REVIEW RECOMMENDATIONS. SO I WOULD LIKE TO KNOW GOING FORWARD, HOW THAT IS GOING TO BE ALLOCATED, WHAT WAS WE KNOW WE ARE HEADING INTO CHALLENGING TIMES FINANCIAL LY. AND IT IS IMPORTANT TO HAVE THAT LIST OF RECOMMENDATIONS ONGOING BASIS AS WE DRIVE EFFICIENCIES IN

THE ORGANIZATION. NOT JUST FOR SAVINGS I KNOW A FEAR WHEN THERE IS A REPORT LIKE THAT TIS ABOUT BIG CHANGES OR CUTS OR THINGS LIKE THAT. AND THAT IS NOT IT AT ALL. IT IS HOW TO DO THINGS BETTER AND IMPLEMENT WHAT WAS IN THE REPORT TO CREATE CAPACITY IN THE ORGANIZATION? I HAVE A RECOMMENDATION TO PUT ON THE FLOOR. AND THEN A FEW QUESTIONS SO, I DID SEND THE RECOMMENDATION TO STAFF AND CIRCLE LONG-TERM CARE FACILITIED TO COUNCIL EARLIER. THAT MOTION IS...

>>MAYOR GUTHRIE: DID YOU WANT TO CONTINUE OR EXPLAINED YOURSELF TO THE POINT WHERE YOU'RE GOOD AND YOU CAN >>MAYOR GUTHRIE: THANK YOU, AND THANK YOU FOR BRINGING IT FORWARD. QUESTIONS FOR STAFF >> THANK YOU, VERY MUCH, MR. MAYOR. APOLOGIES FOR THE COUGH. THANK YOU , COUNCILLOR O'ROURKE I DON'T HAVE ISSUE WITH THE PRINCIPLES PRESENTED THERE. I WOULD LIKE TO HERE FROM SOMEONE ON THE WORK PLAN FOR AUDIT AND HOW THIS MIGHT FIT INTO IT. WE HAVE A NUMBER OF ITEMS THAT HAVE COME UP RECENTLY. AND I WANT TO ENSURE THAT WE HAVE THE CAPACITY TO ADDRESS EVERYTHING THAT'S BEEN PUT IN FRONT OF US IN THE LAST WEEK OR SO, PLUS THE ONGOING >> THROUGH YOU TO THE COUNCILLOR , YES, DEFINITELY THIS ELEMENT OF WORK CAN BE INCLUDED INTO OUR WORK FOR 2023. AS YOU MAY BE AWARE WE HIRED A SECOND PERSON IN AUDIT IN JULY AND WE HAVE THAT PERSON UP AND RUNNING NOW. AND I'M CONFIDENT WE CAN INCLUDE IN . UNLESSING THAT SOME OTHER POTENTIAL AUDITS THAT HAVE BEEN PROPOSED OR WOULD BE

LOOKED AT MAY NEED TO BE MOVED INTO FUTURE >> THANK YOU, VERY MUCH, >>MAYOR GUTHRIE: THANK YOU, AS THE CHAIR OF AUDIT, WE ALL PRIESHT APPRECIATE THAT. THAT IS GOOD IS THERE ANYTHING FURTHER ON THIS? I DID SEE COUNCILLOR BUSUTTIL'S HANDS GO UP WITH A QUESTION.

>> THANK YOU, AND, THROUGH YOU TO THE COUNCILLOR, THANK YOU FOR SHARING YOUR INTENT, COUNCILLOR O'ROURKE . I SPENT TIME GOING THROUGH THE REPORT AND SO, I WOULD APPRECIATE IT -- BECAUSE I'M NEW HERE -- COME FIRST IS MY CONFIRMATION OF MY UNDERSTANDING. AND I'M FAMILIAR WITH THE PROCESS THAFRLGS UNDERTAKEN THAT WAS UNDER AT THAT TAKEN AND MY UNDERSTANDING IS THAT KPMG IDENTIFIED NOT ONLY RECOMMENDATIONS BUT MEASURES OF SERVICE DELIVERY. SO MY UNDERSTANDING IS THAT MEASUREMENT TURNED INTO THE KEY PERFORMANCE INDICATORS IS

>> THROUGH YOU TO THE COUNCILLOR THAT IS IN FACT, CORRECT IN THAT WORK THAT WAS PRESENTED TO COUNCIL. IT REALLY MEASURED AGAINST THE K PI'S WE WANTED TO ACHIEVE WITH AN IMPLEMENTATION OF THE RECOMMENDATIONS >> AND THE SECOND PIECE IN THE REPORTS WAS THAT THROUGH THE AUDITOR'S OFFICE, THE INTERNAL AUDITOR DEVELOPED A PROCESS MAP FOR TRACKING IMPLEMENTATION. AND THERE WASN'T MENTION OF ANNUAL REPORTING -- OF THE VALUE CREATED IN THE ORGANIZATION THROUGH THOSE SERVICE AREAS. MY QUESTION WOULD BE: I'M TRYING TO UNDERSTAND, IS THIS AN AUDITOR'S REPORT OR IS THIS A STRATEGIC PLAN REPORT? BECAUSE FOR ME IT SOUNDS LIKE -- ROLE UP THE RIM -- WE HAVE THE MEASUREMENTS AROUND THIS PLAN AND THE OBJECTIVES ARE INTERTWINED. AND EVEN THE PREPARATION WE JUST HAD I'M CONFUSED ON WHO IS DOING THE REPORTING OF THESE SIGH , STANDARD MEASUREMENTS. AND IT'S AS A KNEW COUNCILLOR INSTEAD OF HAVING

AN AUDITOR'S REPORT, MY QUESTION IS, IS THIS A STRATEGIC PLAN REPORT? AND TO COUNCILLOR O'ROURKE'S POINT, IT WOULD BE GREAT TO HAVE THAT DATA BEFORE INITIATING A NEW STRATEGIC PLAN. BUT I'M HAVING HARD TIME UNDERSTANDING ARE WE LOOKING FOR AN AUDITOR'S REPORT THAT SPEAKS TO THE VALUE CREATED IN THE ORGANIZATION OF OF THE K PIRECOMMENDATION SNS OR ARE WE LOOKING AT THE STRATEGIC

>> THIS IS MORE TO TRACK AND PROVIDE FEEDBACK ON THE ANALYSIS AND THE ACHIEVEMENT TOWARDS THEIR GOALS. IF THE GOALS SHIFTED AS A RESULT OF TRANSITION OF TIME, THEN TO BE CLEAR AND TRANSPARENT ON THAT. EACH RECOMMENDATION BOTH EITHER IN AN OPEN OR CLOSED FORMAT TO WHICH THEY HAVE BEEN PRESENTED TO COUNCIL ARE AWARE TO THE EXECUTIVE TEAM AS THEY WORK TO INTEGRATE THEIR PLANS ALIGNMENT TOWARDS THE STRATEGIC PLAN. AND NOT ONLY THE PLAN THAT IS CLOSING OFF IN SNOOU 23RD 2023, BUT THE 24-27. AND YOU'RE HITTING A KEY POINT. AND THAT IS INTEGRATION OF THESE MATTERS TO SET COUNCIL'S WHAT THE NEXT SEQUENCE OF 4 YEARS LOOKING LIKE AND TO WHAT EXTENT COUNCIL HAS THE CAPACITY TO MAKE THEM SUCCESSFUL >> THANK YOU, AND, THROUGH YOU TO THE COUNCILLOR , JUST IN THE REPORTS I READ IT WAS CLEAR THAT THE SERVICE AREAS THIS INITIATIVE , SPOKE TO THE ALIGNMENT, TO THE STRATEGIC PLAN. AND I GUESS WHAT I'M LOOKING FOR IS A BETTER UNDERSTANDING

-- THIS IS MY FIRST MONTH AS A COUNCILLOR -- WOULD THERE BE A SERVICE AREA ANNUAL REPORT OR A STRATEGIC PLAN ANNUAL REPORT AND DOES COUNCILLOR O'ROURKE'S MOTION DUPLICATE FOR THE INTERNAL

>> THROUGH YOU TO THE COUNCILLOR , I'LL AGAIN TRY TO PROVIDE CLARITY TO THIS I DON'T THINK IT DUPLICATES IT. I THINK THERE IS GOING TO BE AN ALIGNMENT INTO THE DESIGN OF THE STRATEGIC PLAN THAT YOU'LL BE WORKING THROUGH ALONG WITH STAFF AS WE REFINE THE STRATEGY BUT THERE IS PLACE FOR REPORTING AND STRANS PATTERN ING FOR GOALS AND IN YOUR QUESTION IS THERE CONFLICT? I DON'T THINK SO. AND I WANT TO BE CLEAR IT IS? JUNE OF EACH -- IT IS IN JUNE EACH YEAR AND WE HAVE A PROGRESS REPORT AND CHOSEN NOT ANNUAL REPORT, WE CHOOSE A PROGRESS REPORT TO UPDATE COUNCIL ON THE PROGRESS TOWARDS THE STRATEGIC OBJECTIVES. I THINK THE NECESSARY POINT OF A PROGRESS REPORT IS IT MAY ACTUALLY -- COULD COME MORE THAN ONCE A YEAR AS VARIOUS PARTS OF OUR BUSINESS EVOLVE AND WE DELIVER THAT TO COUNCIL

>>MAYOR GUTHRIE: ARE YOU OKAY WITH >> MY QUESTION IS WITH THE COMMITTEE , AND THAT IS PRIORIZED. AND IT IS AUDITOR PLUS ONE NOW. BUT GIVEN RESOURCES TIMELINES AND DEADLINES AND SO ON, WHAT IS THE CYCLE FOR COMPLETING REPORTS? REPORTING BACK TO COUNCIL ? IS THERE A CYCLE FOR THAT?

>> THROUGH YOU TO THE COUNCILLOR, YES, THAT IS CORRECT. ANNUALLY THE PLAN IS PRENLTSED TO COUNCIL AND APPROVED. THAT OUTLINES THE PROJECTS FOR THE YEAR AND FUTURE PROJECTS. AND THROUGH THAT MECHANISM, THE AUDITOR DI EXECUTED AND COMPLETED IN THE COURSE OF THAT YEAR, THE INTENT IS THAT THE PROJECTS LIST READY EITHER IN COMPLETED OR IN PROGRESS BY THE >> AND FINALLY, SORRY WHEN DOES THAT >> THROUGH YOU TO THE COUNCILLOR , THIS YEAR BECAUSE OF THE ELECTION S HAPPENING IN THE FALL, THAT WILL COME TO COUNCIL AT THE END OF Q1 IN THE MARCH 7TH COMMITTEE OF THE WHOLE. THROUGH STAFF REPORT

>>MAYOR GUTHRIE: TURKS COUNCILLOR. THANK YOU, COUNCILLOR. TO WRAP UP BACK TO

>> AND THANK YOU, AND THE COMMENT IS THAT THIS IS A DECISION OF COUNCIL. THAT APPROVED A LIST OF RECOMMENDATIONS . SO, I DON'T SEE IT AS COMPETING WITH REQUESTS NOR INTERNAL AUDITS, THIS IS A DECISION OF COUNCIL. WE HAVE ACCOUNTABILITY FOR AND WE SHALL BE ABLE TO TRACE THE LINE FROM THE MOMENT THE RECOMMENDATION WAS MADE TO WAS IT COMPLETE SND YES OR NO AND WHAT WAS THE OUTCOME? THAT IS OUR RESPONSIBILITY. AND THEN YOU KNOW THE INTERNAL AUDIT PIECES CAN BE OUTSOURCE DZ OR PRIORITIZED -- DIFFERENT WAYS

>> DEPARTMENT PLANS. AND -- THERE IS NO CURRENT LOOP BACK WITH THAT CLARITY TO COUNCIL. AND THAT IS I'M NOT TRYING TO DUPLICATE ANYTHING, I'M TRYING TO CLARIFY THAT REPORTING BACK AND THAT ACCOUNTABILITY. AND 2 QUESTIONS FOR YOU, SIR, BECAUSE YOU'VE BEEN HERE FOR A WHILE. THE FIRST IS I KNOW -- I IMAGINE WE HAVE RECEIVED THAT 600,000 FROM THE OFFICE OF OF THE PROVINCE OF ONTARIO, ARE WE REPORTING BACK TO THEM IN A SIMILAR FASHION AS TO WHAT I'M ASKING >> THROUGH YOU TO THE COUNCILLOR , AS MY COLLEAGUES FOR ASSISTANCE . NOT SURE WHICH OF OUR DEPARTMENTS IS

>> THE PRESENTATION TO COUNCIL AT THE COMPLETION OF THE WORK , THE PUBLIC DELIVERY OF THAT TO OUR WEBSITE FOR PUBLIC AWARE FS AND ALSO THE SUBMISSION FOR THE PROVINCE DIRECTLY, THERE IS NO REQUIREMENT WITHIN THE MODELLING FOR UPDATES ON THAT SUBJECT TO THE DIRECTION OF COUNCIL AS TO WHAT EFFORTS ARE NEEDED TO MOVE >> AND THROUGH THE MAYOR, DOES THAT REPORTING BACK TO US TO THE PROVINCE PUT US IN A BETTER POSITION WHEN WE APPLY FOR MORE FUNDING FROM >> THROUGH YOU TO THE COUNCILLOR, THERE IS NO REPORTING MECHANISM TO REPORT TO THE PROVINCE UNLESS WE ON OUR OWN CREATED A SUBMISSION AND SENT IT IN ROUTINELY AND I WOULD NOT RECOMMEND DOING. OUTSIDE OF THE PROCESSES THAT THEY HAVE IN PLACE FOR STANDARD REPORTING >> FAIR ENOUGH, OKAY. AND MY LAST QUESTION FOR YOU, SIR , MIGHT BE FOR MR. LEE -- AND PEOPLE WHO ENROLL IN THE LIEN (INDISCERNIBLE) -- PROGRAMS CHOOSE A PROJECT IN THEIR DEPARTMENT, RIGHT? AND IS THERE A MECHANISM TO ALIGN THOSE IF AND WHEN

SUITABLE TO THE SERVICE RATIONAL ATION PRIORITIES OR DO THEY DO SOMETHING THAT IS OF INTEREST OR OF -- TO THEM OR >> THROUGH YOU TO THE COUNCILLOR OROSHG, THE DETERMINATION OF PROJECTS ARE GENERATED BY THE STAFF MEMBER'S WILLING 'ROURKE, THE DETERMINATION OF PROJECTS ARE GENERATED BY THE STAFF MEMBER'S WILLINGNESS TO COMPLETE A TASK. AND STAFF MEMBERS SEE THE AREAS OF IMPROVEMENT THAT ADDRESS THE VERY MATERIAL THAT TREVOR LEE AND STACEY HARE HAVE PRESENTED TO US ON THE CUSTOMER SERVICE AND EXPERIENCE . AND WILL IS OPTIMIZATION AND EFFICIENT CIES THAT RESULT IN BENEFITS. AND AS THEY WILL BE REPORTING OUT TO COUNCIL IN MARCH OF NEXT YEAR, THERE WILL BE SUMMARIES OF SOME PROJECTS THAT HAVE ACTUALLY NOT ONLY BEEN COMPLETED SYSTEM OPTIMIZATION AND FINANCIAL RESULT AND FINE TUNING OF FINANCIAL RESOURCES THERE IS DEFINITELY WAYS TO CHANNEL THOSE. IS THERE AN ACTION WITHIN

OUR WORK PLAN TO ALIGN THE PROJECTS DIRECTLY TO LEAN GREEN BELT OR YELLOW BELT PROJECT SNS THERE IS NOT. BUT THERE IS SOMETHING THAT WE COULD TAKE AWAY AND DISCUSS WITH OUR >> THE SCOPE OF IT MAY BE TOO BIG FOR A LIEN PROJECT. AND IT CAN BE CONFUSING FOR COUNCILLORS THAT THERE IS A CONTINUOUS IMPROVEMENT OFFICE. AND THE LEAN PROGRAM, AND THERE IS A NUMBER OF DEPARTMENTS. AND THAT IS WHY I WOULD LIKE IT CONSOLIDATE AND HAD BROUGHT BACK >>MAYOR GUTHRIE: COUNCILLOR BUSUTTIL I

>> I'M A LITTLE CONFUSED. AND IT MAY BE MY INEXPERIENCE. MY QUESTION IS WAS IT MEETED? WHAT WAS THE OUTCOME AND IN THE MOTION I SEE REPORTING BACK TO COUNCIL. WAS IT COMPLETED ? WHAT WAS THE OUTCOME AND WHAT DC AO LEE SAID, I WONDER IF THAT IS ACHIEVED. BUT IN PRESENTATION IN THE ONE LIKE WE JUST RECEIVED HERE IS OUR OBJECTIVES AND WORK, AND TO ADD THAT LENS OF IT ADDS THE OBJECTIVES OF THIS THIS THIS #1K3 AND THIS. MY EXPERIENCE WITH AUDIT COMMITTEES IS WE'RE LOOKING FOR VALUE FOR MONEY, AND EFFICIENCIES WHETHER OR NOT IT IS LEAN OR OTHER MEASUREMENT S TIS AROUND THE OPERATIONS OF WHAT WE'RE DOING. AND I'M SEEING IT IN THE EARLIER PRESENTATION AND GAINL PLEASE BEAR WITH ME, I'M NEW TO THIS, WONDER IF WE NEED TO BOOK END THAT PRESENTATION WITH: AND IT MEETS THE OBJECTIVES NOT ONLY OUR TRAGIC STRATEGIC PLAN OBJECTIVES AND

I'M ASKING THAT BECAUSE I'M NOT SURE OF HOW TO PUT A REPORT TOGETHER THAT COMBINES EVERYTHING IN ONE PLACE. >> THROUGH YOU TO THE COUNCILLOR , MR. MAYOR, I WOULD SAY THAT THE WORK THAT WAS PERFORMED IN THE SERVICE REVIEW IS NOT REFLECTIVE OF WHAT A NORMAL AUDIT PROJECT WOULD BE WITHIN OUR SCOPE AS AN AUDIT DEPARTMENT. THIS WAS REALLY AN ADDITIONAL VALIDATION AND CONFIRMATION THAT THE ITEMS IDENTIFIED IN THE REPORT ARE BEING ACTED ON BY OTHER STAFF AND THAT RESULTED IN THE PRESENTATION OF THIS REPORT IN THE SUMMARY THAT IT WAS IN TERMS OF HOW WE MEASURE AT THE ONE YEAR POINT OF THE REVIEW AND REALLY WHAT IT WAS TRYING TO HIGHLIGHT IS THE ACHIEVEMENT OF HAVING OVER 75% OF OF THE INITIATIVES UNDERWAY. AND THAT WAS REALLY THE INTENT OF OF THE REPORT WAS TO HIGHLIGHT -- I THINK AT THE STAGE WE'RE AT NOW IT MAY BE EARLY BECAUSE THE ITCHATION IMPLEMENTATIONS ARE EARLY AND CAN'T MEASURE THE SUCCESSES.

TO ANSWER YOUR QUESTION, COUNCILLOR TIS NOT REFLECTIVE OF THE AUDITS WE WOULD DO. AND IT IS SOME OF THE WORK WE'VE BEEN ASKED TO DO TO PROVIDE THAT THIRD PARTY VALIDATION THAT THE ORGANIZATION IS MOVING ON THE OPPORTUNITIES. AND CERTAINLY TO COUNCILLOR O'ROURKE'S MOTION, IT CAN BE REFINALED FOR FUTURE REPORT ING TO INCLUDE SOME OF THOSE PARTS THAT WE'RE LOOKING FOR. AND IN SPEAKING TO SOME OF THE COMMENTS PREVIOUSLY -- I DON'T THINK THIS IS IN CONFLICT WITH THE WORK WE'RE DOING AS AN ORGANIZATION OR COMPETING. IT IS COMPLIMENTARY, I BELIEVE. AND IT CAN BE OUGHT BROUGHT TOGETHER AND USING THE DIFFERENT DEPARTMENTS AND SERVICES THAT ARE IN THE ORGANIZATION. LIKE THE CONTINUOUS IMPROVEMENT OFFICE AT APPEAR OPPORTUNITY LEVEL, IS IMPORTANT. AND WILL BE CONTINUED TO BE DONE. IF WE CAN INCORPORATE THOSE DATA POINTS INTO A REPORT

>> THANK YOU, VERY MUCH. AND THROUGH YOU, MAYOR, WHAT I HEARD IS THAT THE REPORT TO DATE WE RECEIVED IS ABOUT THAT THIRD PARTY VALIDATION OF THE NUMBER OF RECOMMENDATIONS AND THEY ARE BEING IMPLEMENTED . AND IF YOU CAN CORRECT ME PLEASE , IS THERE WOULD BE VEMTHS OF A FRAME -- DEVELOPMENT OF A FRAMEWORK FOR THAT DATA AND IT HAS TO BE THROUGH THE ORGANIZATION IN ORDER TO HAVE THAT MEASUREMENT IN PLACE BECAUSE THAT DOESN'T EXIST RIGHT >> THROUGH YOU TO THE COUNCILLOR , MR. MAYOR, YES, AND I THINK THE MOTION SPEAKS TO THAT IN TERMS OF IDENTIFYING SOME OF THOSE MEASUREMENT OPPORTUNITIES AND PRESENT THAG TO COUNCIL. AND THEN GOING FORWARD AND PRESENTING THAT ANNUALLY. TIED INTO THE 53 OPPORTUNITIES THAT WERE PRESENTED

>> THANK YOU FOR THE CLARIFICATION. >>MAYOR GUTHRIE: OKAY, IT LOOKS LIKE NO MORE QUESTIONS. SO, BEFORE I CALL THE VOTE, I'M GOING TO SAY, THAT I REALLY LOOK FORWARD -- IF THIS IS PASSED WHICH I HOPE IT IS -- IN A THE FUTURE REPORTING IS REALLY GIVING US MORE MEAT ON THE BONES, RIGHT? IT IS LOOKING FOR MORE -- YEAH, MORE TRANSPARENCY AND ACCOUNTABILITY ON BLA IS BEING IMPLEMENTED. AND I'M LOOKING FORWARD TO SEEING IF THERE IS EITHER TO SHOW THE SERVICE IMPROVEMENTS OR THE MONEY SAVED. I THINK THOSE ARE SOME OF THE THINGS THAT -- THAT WAS THE WHOLE PREMISES BEHIND REALLY DOING THE KPMG THING AND I WOULD ALSO SAY THAT AS MUCH AS THERE ISN'T ANY FORMAL REPORTING TO GO BACK TO THE PROVINCE WITH THE OUTCOMES THERE ARE THE SIDE CONVERSATIONS AND THE WORK WHERE WE THANK THE PROVINCE FORGIVING US THE MONEY TO DO THE AUDITS AND I CAN -- WE CAN -- WHOEVER IS VEKTING BACK

ADVOCATING BACK -- HEY, SO YOU KNOW , WE SAVED XNUMBER OF DOLLARS. AND WE PROVIDED BETTER SERVICE THIS WAY. AND IN THAT INFORMAL REPORTING BACK TO THEM , I THINK WOULD ACTUALLY GO A LONG WAY BECAUSE THAT IS WHY THEY CREATED THE FUNDS NO MAKE US -- TO MAKE US MORE EFFECTIVE. AND I'M LOOKING FORWARD TO THIS IF IT PASSES SO IT HELPS ME AND OTHERS BE ABLE TO ACTUALLY SAY THANK YOU WITH SOME REAL NUMBERS AND RESULTS IT IS EASIER TO TALK ABOUT. SO WITH THAT, I CALL THE VOTE -- >> POINT OF PRIOR. NOT SURE IF I MISSED IT, COULD THAT GO UP ON SCREEN , THE PROPOSED MOTION -- FOR THE >>MAYOR GUTHRIE: JUST IN CASE YOU DIDN'T HEAR, WE'RE PUT THE MOTION BACK UP FOR A MOMENT BEFORE I CALL THE FINAL VOTE.

THAT IS UNANIMOUS. AND COUNCILLOR CARON BACK TO YOU FOR THE BYLAWS, PLEASE

>> I'LL MOVE SECONDED BY COUNCILLOR O'ROURKE THAT BYLAWS... (READING FROM DOCUMENT

>>MAYOR GUTHRIE: THANK YOU, WHO SECONDED THAT ? COUNCILLOR O'ROURKE? THANK YOU. ANYTHING ON THE BYLAWS ANYBODY ? CALLING THE VOTE, ANYONE AGAINST IT ? UNANIMOUS AS WELL. AND WE ARE AT THE MAYORS ANNOUNCEMENTS. AND ACTUALLY I HAVE SOMETHING -- GIVE THIS IS ACTUALLY SOMETHING NEW THAT MIGHT START TO DO A BIT MORE. AGAIN AROUND OUR INCLUSIVITY AND DIVERSITY AND INCLUSION WORK THAT WE'RE DOING HERE. IT'S THE LAST MEETING OF THE YEAR AND OUR -- I WAS GIVEN THIS TO KIND OF GIVE SOME CULTURAL SIGNIFICANCE TO MANY OF OF THE DIFFERENT FAITHS AND CELEBRATION S HAPPENING WITHIN THE COMMUNITY AND SO BEAR WITH ME FOR A SECOND. IT IS EASY TO SAY -- JUST MERRY CHRISTMAS OR HAPPY HOLIDAYS. AND THERE ARE OTHERS TO BE FOCUSED ON AS WELL AND A BIT OF LEARNING AND ACKNOWLEDGEMENT HERE . CONFIDENCE SA IS THE AFRICAN

KWANSA IS THE AFRICAN AMERICAN CELEBRATION OF LIFE THE IMPORTANCE OF THIS IS GATHERS COMMEMORATION AND CELEBRATION. KWAUN SA IS OBSERVED FROM DECEMBER 26 TO JANUARY 21ST AND NSA IS OBSERVED FROM DECEMBER 26 TO JANUARY 21ST AND THAT INCLUDES A FEAST AND THERE IS THE SOLAR TURNING OF THE ADVERTISE, AND OFFERS A FRESH STRART AND LITERALLY A NEW DAY. IT IS INDIGENOUS PEOPLES EVERYWHERE OBSERVE THE WINTER SOL STAS. IT'S THE TIME THAT THE SON IS FURTHER FROM THE EQUATOR. AND THIS IS CELEBRATED

THE LAST ONE HERE IS HAN ACA. IT'S A JEWISH FESTIVAL OF LIGHTS COMMEMORATING THE RE DEDICATION OF THE TEMP IN JUR PROPOSAL UKAH. IT'S A JEWISH FESTIVAL OF LIGHTS COMMEMORATING THE REDEDICATION OF THE TEMP IN. AND I THANK THE STAFF WHO BROUGHT THAT TO MY ATTENTION SO WE ACKNOWLEDGE MANY AND NOT JUST THE ONE. AND TO SHOW US THAT TO THE COMMUNITY. AND I LEARNED WITH THAT, WE WISH EVERYONE ALL THE BEST, THIS IS OUR LAST COUNCIL MEETING . AND ALL THE BEST TO COLLEAGUES HERE AND ON-LINE. GET READY FOR THE SNOWPLOW COMPLAINT AND TEND THEM TO THAT NEW MAP. AND TO CITY STAFF, TO THOSE HERE. AND TO OUR MEDIA PARTNERS AS WELL THANK YOU VERY MUCH FOR THE YEAR. WHAT A YEAR THAT INCLUDED AN ELECTION

. AND HERE WE ARE, WE HAVE ANOTHER YEAR UNDER OUR BELT. LOOKING FORWARD TO SEEING YOU BACK AT IT IN THE NEW YEAR OBVIOUSLY AND I PERSONALLY WISH YOU ALL THE BEST WITH FAMILY AND FRIENDS AND THE CELEBRATION WHO IS GOING TO HELP ME WITH ADJOURNING ? COUNCILLOR CHEW IS DOING THAT ? ANYONE AGAINST IT? I THOUGHT COUNCILLOR KLASSEN WOULD GOING TO PUT HER HAND UP . THAT IS UNANIMOUS. AND HAVE A GOD