Tag Archives: Chief Administrative Officer

How User-Friendly Online Services Drive Citizen Satisfaction

Citizen satisfaction is not just a buzzword; it’s an essential metric for evaluating the performance of local governments. Research indicates that a staggering 72% of citizens are interested in utilizing online government services. Despite this interest, over half abandon their attempts due to difficulties in navigation and access. The implications are clear: providing user-friendly online services is not a luxury but necessary for increasing citizen satisfaction and fostering trust.

Citizen Satisfaction: The Cornerstone of an Effective Local Government

Citizen satisfaction serves as a barometer for the effectiveness of local government. A satisfied citizenry is more likely to engage with the community, trust their local government, and participate in civic responsibilities like voting. According to a study by Pew Research Center, 71% of Americans who have a favorable view of their local government are also actively engaged in their communities, compared to just 28% who have an unfavorable view.

The Challenges of Simple Online Services

While the advent of online services opens doors for more efficient and streamlined government-citizen interactions, it’s not without its challenges. One of the most significant obstacles is the complexity of user interfaces. In an environment where many citizens are already hesitant to engage with governmental systems, a convoluted or unintuitive interface can serve as a formidable barrier.

 

Moreover, the issue of accessibility remains a pivotal concern. This isn’t just about having access to a computer or the internet. It is also about how easy the system is for people who may not be digitally literate. Aging populations combined with a constantly changing technological environment create a level of complexity that some people cannot navigate.

The Ripple Effect of User-Friendly Online Services

The benefits of enhancing the usability of online government services extend far beyond mere convenience. They directly impact the quality of governance and citizen satisfaction. For instance, efficient problem resolution is a tangible outcome of a well-designed interface. When citizens can easily report issues or request services, it expedites the government’s ability to address these concerns and creates a positive feedback loop.

 

Additionally, the usability of online services directly correlates with government transparency and civic engagement. A system that enables straightforward access to information or services naturally encourages citizens to interact more with their local government. This fosters a culture of transparency, as citizens are more likely to be informed about government initiatives and spending. Therefore, investing in the usability of online services can be a strategic move that pays dividends in multiple facets of governance and citizen satisfaction.

Blueprints for Success

Leveraging a sophisticated case management system can significantly elevate the quality of citizen engagement for local governments. This sets the stage for a more streamlined and user-friendly online experience. One of the most crucial features of such a system is an easy-to-use, citizen-facing web form. Local governments can ensure that citizens can effortlessly report issues or request services by providing a straightforward and intuitive form. This streamlined approach can significantly improve problem-resolution efficiency, enabling government agencies to promptly and accurately collect all necessary information. Mobile capabilities further extend this accessibility, allowing citizens to engage with their local government whenever and wherever it’s most convenient.

Another standout feature of a robust case management system is automated communication. This functionality ensures that citizens are kept in the loop about the status of their issue or request, from initial receipt to final resolution. Such automation not only reduces the administrative burden on government staff but also enhances the transparency of the process. Furthermore, citizen outreach can be integrated into the system to periodically update the community about new initiatives, upcoming events, or important announcements. By combining these elements—accessible web forms, mobile capabilities, automated communication, and citizen outreach—local governments can create a holistic, user-friendly online experience that meets and exceeds citizens’ expectations, thereby fostering higher engagement and satisfaction levels.

AccessE11 is a solution that can tackle all these issues, while being affordable and easy to implement for your municipality. By offering automation, citizen outreach, and an easy to use citizen facing webform, AccessE11 gives local governments of any size the chance to bring easy online access to their citizens. You can do the same in your municipality.

In Conclusion

Driving citizen satisfaction is no longer just ‘nice-to-have’; it’s a necessity for the overall health of local governments. Investing in user-friendly online services can significantly elevate citizen satisfaction, engagement, and trust. As we move deeper into the digital age, the governments that prioritize these aspects will be the ones to set benchmarks in effective governance.

 

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Ontario’s Minimum Wage & The Inflationary Wage Spiral

With the minimum wage in Ontario set to increase significantly by +6.7% in October, we’re seeing many employers in this high inflation environment budgeting for increases of between 3% to 5% (or more) — much higher than the historical average of 1.5% to 3.0%. Hourly wages increased on average by 4.0% in 2022, compared to the historical pre-pandemic average of 2.5% (+/-). 2023 is not over but early data suggests wages at the macro-level could increase at a higher pace again this year than the historical norm (following a CPI increase last year of +6.7% – which is why the Ontario minimum wage is going up by that amount in October – it is tied to the annual CPI measurement).

Hopefully inflation will cool but current trends are not yet consistently supporting that view (July CPI was 3.3% vs the same month last year, though economists were predicting it would be lower, at 3.0%).While the economy contracted at an annualized rate of 0.2 per cent in the second quarter of 2023 (which was far weaker than forecasters had expected) it remains to be seen if this is indeed a sign of tapering that will continue in the quarters ahead. At the same time, it appears that wage gains are finally outstripping inflation, meaning there is real growth in wages for the first time, in a long time.

“Entry level” staff seem to be the most difficult to attract and retain right now and it remains to be seen if a higher minimum wage in October will address this shortage. Not unlike 2018 when the provincial government increased the minimum wage to $14.00 (from $11.60), there was a huge cost-crunch for employers that also threw off the internal equilibrium in many organizations with lower-wage workers making as much as more skilled counterparts due to the sudden jump.This will occur again but to a lesser degree (compression between lower paid staff and mid-range employees).

Higher salary budgets may be required for some time, even in the face of a weakening economy. Targeted actions may also be required to address internal-equity imbalances, particularly after the October hike to the minimum wage (we are also mindful that these above-average recommendations themselves contribute to the inflation we are all experiencing). We are told that inflation will cool this year and next, and if that holds true, we should see increases reduce to the 2-3% range again. Time will tell.

 

(Need more information or other Human Resources advice?  Please feel free to contact us for more information about our services including our HRLive platform, a turnkey solution built to address the HR needs of small-to-medium municipalities).

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Just what is a Municipal CAO?

Whenever I tell someone, I was a municipal CAO earlier in my career, I see their eyes glaze over and they slowly respond, “Ohhh??”, in a questioning tone and with a realization they have absolutely no idea what that is.

Yet, “she or he might be the most important person you’ve never heard of.” [i] .

A municipal CAO plays a role – arguably perhaps the most important municipal role, that affects you on a day-to-day basis.

Here’s the Textbook Description:

Your municipal chief administrative officer is the top administrator in a local government and is directly involved with many key decisions that impact your everyday life.  

They exercise general control and management of the municipality for the purpose of ensuring the efficient and effective operation of the municipality.  They are also visionaries who continually look for new and innovative ways to enhance and improve services for citizens, all the while balancing public expectations with financial feasibility.   

The CAO has a direct influence on everything from planning for the future of the municipality to how your garbage is picked up.

So, why don’t folks know about them? 

Well, mostly because they are typically the unsung heroes who work away in the background. The CAO role is not an elected position and they typically do not act as the public voice for the municipality – that’s the role of Mayor or Council. 

Candidates for CAO positions are hired – generally after a grueling and lengthy interview process, and then appointed to the position by By-Law.  They are highly trained and experienced individuals.

CAOs are not politically motivated, nor are they Chiefs of Staff for a Mayor. They provide recommendations to Council but at the end of the day, Council makes the decisions that govern every aspect of a municipality.

I totally understand why folks do not know what a municipal CAO is.  I sure never grew up saying I was going to be municipal CAO!  But, from my experience, being a municipal CAO is one of the most interesting and rewarding careers you will ever have.

So, get to know your CAO – and consider a career in municipal government!

Susan Shannon, CEO muniSERV.ca

[i]  San Grewal, Urban Affairs Reporter, Toronto Star – Wed., June 1, 2016

 

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Transparency Made Easy: How Municipal CRM Software Improves the FOIA Request Management Process

Municipalities face a complex challenge in FOIA request management (Freedom of Information Act). To find the pertinent information, staff must carefully sift through the vast amount of documentation and data, further complicating the task. Fulfilling these requests involves not only locating the requested data but also scrutinizing it for any redactions or exclusions mandated by law. As a result, the fulfillment of such requests entails a significant investment of time and effort. This effort may divert resources from other critical responsibilities.

However, the fulfillment of FOIA requests is an essential element of government transparency. It empowers citizens to access public records and ensures accountability from their government. Thus, it is imperative for municipalities to prioritize the adoption of a solution that can streamline the FOIA request management process. Ultimately, building trust with their citizens and better serving their communities. This is precisely where a municipal CRM (Citizen Relationship Management) software comes into play, revolutionizing the processes of a municipality.

Centralized Request Management

The number one benefit of utilizing a CRM software is the ability to establish a centralized platform that manages all customer interactions, including FOIA requests. Through this platform, municipalities can consolidate all FOIA requests into one centralized system. A centralized system provides a comprehensive overview of all requests received. This efficient tracking and documentation method ensures that every request is accounted for. As a result, no citizen concern or request falls through the cracks. Outdated systems (or a lack of system entirely) significantly increase the likelihood of missing issues. The outcome of missing issues can result in legal troubles for municipalities.

The number one benefit of utilizing a CRM software is the ability to establish a centralized platform that manages all customer interactions, including FOIA requests. Through this platform, municipalities can consolidate all FOIA requests into one centralized system. A centralized system provides a comprehensive overview of all requests received. This efficient tracking and documentation method ensures that every request is accounted for. As a result, no citizen concern or request falls through the cracks. Outdated systems (or a lack of system entirely) significantly increase the likelihood of missing issues. The outcome of missing issues can result in legal troubles for municipalities.

Secure Document Management

Security and confidentiality are essential considerations when looking to protect the information of citizens. By utilizing a CRM platform, municipalities can ensure that they securely store and manage public records. Additionally, they can restrict access to authorized staff members only, and protect against unauthorized access or disclosure.

Choosing a system that offers trusted and secure document management tightly controls access to records and documentation of who accessed them. Staff can easily fulfill FOIA requests without being concerned whether they will violate the privacy of a citizen or accessing something they weren’t authorized to. Additionally, CRM systems track every time a record or document is updated or changed, providing an extra level of security. This ensures that specific documentation is available showing who made changes to those documents and when it happened, in case of any future concerns.

Automated Request Processing

Another key advantage of utilizing a CRM platform for FOIA requests is the automation of manual processes. The result is an efficient and streamlined FOIA request process. Upon receipt of a FOIA request, the system will automatically generate a confirmation email to the requester, confirming receipt of their request and outlining the next steps of the process. This automated response ensures timely communication with the requester. It also reduces the burden on staff to manually confirm receipt of the request, while still keeping the resident satisfied that their issue is being looked into.

The CRM software can also automatically assign the request to the appropriate staff member or department. This eliminates the need for manual assignment and reduces the risk of miscommunication or errors. To lower the risk of delayed responses or missed deadlines, the system also configures reminders and alerts. Thereby ensuring that the request is processed and fulfilled within the required time-frame.

Real Time Status Updates

One of the most frustrating aspects of a citizen request is often the lack of transparency around the status of a request once it’s been made. Offering real time updates and status look-ups give citizens the comfort in knowing that their concerns are being taken seriously and dealt with appropriately.

CRM software can provide these updates to citizens automatically. Whether it be through a self serve portal, or through email and phone support, municipalities can improve transparency and accountability of FOIA requests. The result is an increase in trust and confidence in their community.

Analytics and Reporting

Finally, adopting a CRM platform for your municipality will provide you with a powerful tool that enables departments to access valuable analytics and reporting capabilities. With a CRM platform, municipalities can gain a deeper understanding of their performance over time. It also allows staff to identify areas for improvement, and make data-driven decisions to streamline their FOIA request process. For instance, they can see which types of requests are most received, which departments are responsible for fulfilling the most requests, and the average time it takes to process a request. Armed with this information, they can tackle bottlenecks head-on. They can also allocate resources strategically, and ultimately enhance the effectiveness and efficiency of their FOIA request process.

In Conclusion

The Office of Government Information Services examined the significance of collaborating with technology experts and tools to manage FOIA requests in a study. The study found that only one out of every five organizations was engaging in such a partnership. Adopting a municipal CRM software solution for managing FOIA requests is crucial for government transparency and accountability. CRM software provides a centralized request management system, automates manual processes, ensures secure document management, offers real-time status updates, and provides valuable analytics and reporting capabilities By streamlining the FOIA request process, municipalities can better serve their communities, build trust, and improve their overall performance over time. Ultimately, the adoption of a CRM software solution is a wise investment for any municipality looking to enhance its efficiency and effectiveness in managing FOIA requests.

AccessE11 is one such solution. Able to securely manage documents and citizen records while being affordable to small & mid-sized municipalities. Request a demo today and discover the changes you can make to your citizen engagement process.

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Would you recognize these behaviours as acts of wrongdoing?

A new MuniServ whistleblowing service partner in helping to maintain a healthy workplace and municipality.

WOULD YOU RECOGNIZE THESE BEHAVIORS?

First, understand what is going on!

Differentiating between abuse, harassment, discrimination management rights and conflict situations is not always easy. These case studies demonstrate a variety of scenarios, and allow you to test your knowledge and challenge if you have the right tools in place.

Jade’s story

Jade is back at work after an absence of a few months. She preferred not to inform her colleagues and supervisor of the reason for her absence. However, she knows that rumours are circulating that she was depressed following her break-up with her partner. Since her return, her manager has given her routine administrative tasks and has told her regularly that she does not want Jade to get sick again. 

A new project has just been accepted and Jade’s entire team needs to be involved.  It’s an exciting project and Jade suggested to her manager and team members that they become actively involved. Her manager met with her and told her that she would prefer that Jade not be involved in the project. One of her colleagues also told her that it was probably best for Jade to stick to her regular duties. What do you think is happening?

This is a situation of discrimination.

Mary’s story

Mary works for the Municipality and has begun working from home full-time since the pandemic.  Mary’s spouse has become verbally and physically abusive and to the point that Mary is afraid for her safety and the safety of her children.  Over the past three months, the situation has been getting worse.  Mary has been unsure of where to turn.

Is this a workplace issue, a domestic issue, or both? What should be done?

This is a situation of harassment and abuse.  As Mary works from home, this situation involves the workplace.  If the city has a whistleblower line that covers domestic violence, Mary can report this and and the municipality can provide her support based on predetermined tools (such as those provided by Alias).

Brian and John’s story

Brian and John work together at the municipality in administration.  Brian oversees city maintenance. Brian recently bragged about how he gets the city maintenance team to do the landscaping at his own house as part of their route.  Brian and John are friends, but Brian knows that this is wrong and a misuse of city funds and resources.  Brian doesn’t want to disrupt the relationship with John and is unsure what to do.

What do you think is going on? What should Brian do?

This is a fraud situation.  Brian should use the whistleblower line to report this.

Communicating inappropriate conduct helps maintain a healthy work environment.

Several options are available:

  • Talk to your manager
  • Notify Human Resources
  • Talk to the person committing the inappropriate behaviour
  • Make a report through the whistleblowing service

 

The ALIAS Reporting Mechanism (whistleblower program) is an external tool that your municipality can consider as a service to promote a healthy workplace and a city free from harassment, abuse, fraud and to ensure sound and efficient governance.

For more information, please reach out to Danny Weill, EVP, Alias at:

[email protected] or 416-606-8209

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Double the Data, Double the Cost: The Price of Duplicating Your Data Entry

As a Town Manager, you are likely familiar with the challenges that arise when having to duplicate data entry across multiple, unconnected systems. Having to repeatedly input information about citizen issues, as one example, into different platforms not only takes extra labour, but also introduces more potential points of error. Redundancies like these in your internal processes can compromise the integrity of your entire municipality’s data. This is where Application Programming Interfaces, known as API’s, can be introduced. API’s reduce the duplication of data entry and streamline operations across all departments and platforms. Therefore, when selecting a platform for your municipality, picking one that is able to utilize API’s is an important consideration.  AccessE11™ is a centralized software solution that provides a single, consolidated platform for your entire municipality.

Bad Data is a Big Problem

frustrated worker

It makes sense that having to enter data multiple times, across multiple platforms, can (and will) lead to mistakes. Every time a person must manually enter data into a program, there’s an opportunity for something incorrect to be entered. If you have multiple people entering the same data, that then leaves even more opportunity for errors. But how much of an issue is bad data anyways?

From a cost perspective, bad data is unfathomably expensive. A report by IBM in 2016 estimated that bad data costs the U.S. over $3 trillion per year. Costs associated with maintaining bad and duplicate data can take various forms. For instance, when a citizen’s information is only partially entered in a database, it requires additional time and effort to collect and compile all available data on that individual. The labour cost of managing inaccurate and redundant data compounds at every stage of the data lifecycle, including data entry, retrieval, and cleaning. These activities require valuable labor hours that could otherwise be allocated to other important tasks.

Financial costs aside, there are other factors that come into play with bad data. Missing information can lead to ineffective customer service. This will negatively impact the trust that resident’s have of the staff and their municipality. Reporting becomes more difficult, or even impossible, if the data is not easily retrievable.

How to Fix the Problem

API

AccessE11 is a modern citizen issue and citizen relationship management platform designed specifically for small to medium municipalities. It is a software created to assist with the issues discussed above by providing a single, consolidated platform which can span the entire municipality. Utilizing an open API, AccessE11 is capable of seamlessly integrating with many other asset management and workflow products, such as Cartegraph and Brightly. Thus ensuring that staff and citizens alike need to only enter data one time and have that data reflected across all platforms and departments. Additionally, these integrations improve reporting functionality by enabling staff members to access all records at the same time. This provides assurance that the data they are accessing is complete and accurate. Visit our website today and schedule a demo with one of our reps.

As a Town Manager, it is important to consider the benefits of offering a centralized software solution for your municipality that can help reduce the potential for issues caused by data redundancy and bad data creation. AccessE11 will help you to better serve your citizens and ultimately improve the overall performance of your municipality.

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Canadian Construction Procurement

WORKSHOP DATES:

February 22 – 10:00AM – 2:00PM EST
February 23 – 10:00AM – 2:00PM EST

LOCATION:

Zoom Virtual Platform

BRIEF DESCRIPTION:

This one-day course will provide an overview of the project and procurement models used in construction, the procurement processes, an evaluation of the contracting options and trends emerging for the future for construction in Canada.

The course is designed for those both new to Construction Procurement and for those wanting to learn best practices in order stay ahead of the curve in this complex area of procurement.

PRICE:

Early Bird Registration until January 22, 2023

  • Members: $535.50 + Tax
  • Insider: $670.50 + Tax
  • Non-Members: $805.50 + Tax

Regular Registration

  • Member: $595.00 + Tax
  • Insider: $745.00 + Tax
  • Non-Member: $895.00 + Tax

Corporate Price: 20% off for a team of 4 and customized pricing for a team of 5 or above. Please contact Alisha Seguin at [email protected]

 

Click here to register for the event.

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About Municipal Strategic Planning

bullseye and arrow

When candidates run for municipal Council, they do so not only because they have a passion for helping their communities, but they also often have ideas and goals for the community.   

From my experience, the most successful municipalities are those where Council and staff work as a team to achieve identified goals. That’s why it’s imperative to undertake a strategic planning process early in a new Council term.  The process serves important learning and teamwork objectives for both Council members and staff and really starts to get the team pulling in the same direction.

Many great articles have been written by various municipal scholars and organizations on strategic planning, so I’m not going to start reinventing the wheel here, but there is merit in taking a look at a few great examples that will remind us all of what Municipal Strategic Planning is, the value of Strategic Planning for communities and how a municipality goes about undertaking a strategic planning process.

What is Strategic Planning?

#1 – Source: MMAH Municipal Councillors Guide

Strategic planning is a process by which an organization defines its strategy or direction, and makes decisions about allocating its resources – both financial and staff resources needed to pursue this strategy. Through the strategic planning process, a municipal council can develop strategies, goals, objectives and action plans to achieve the future it desires. Once a strategic plan is adopted, a municipality may wish to measure its success over time and review the plan periodically to ensure that it still aligns with current issues, challenges and realities.

Why is it important for Municipalities?

#2 – Source: Bill Winegard, Municipal Strategic Planning Associates

Undertaking a strategic planning process at the beginning of each Council term is critically important to successful municipal governance by:

  • identifying where consensus lies among members of Council
  • establishing priorities for the term and indicators of success
  • enunciating at a meaningful level the commitment of the Council and Corporation to the community and the results that the community should expect
  • aligning the efforts of staff with the direction of Council
  • motivating Council members, staff, and other partners to work purposefully, and to monitor and take pride in their accomplishments
  • sketching out a council term action plan sequence that keeps the most important things top of mind
  • balancing a promising vision with feasible resources

How Do We Undertake a Strategic Planning Process?

#3 – Source: AMCTO – Continually Improving Municipalities to Achieve Strategic Success

A strategic plan is not static, but should be a guiding document which sets out the vision and priorities of the municipality. In this way, it establishes a framework that the municipality’s operations can align with. Strategic success is often seen as being able to achieve the initiatives in the plan.

However, equally important but often overlooked, is the need to ensure service delivery yields value for money for taxpayers. This can be accomplished by linking daily operations with the strategic goals of the organization and developing mechanisms to ensure a continual improvement of organizational performance.

#4 – Source: ICMA Blog Post on Strategic Planning, by Sara McGuffin, Town Manager, Amherst, Virginia 

Through this (strategic planning) process, small communities can remember what makes them unique, focus their efforts on what unites them, and move toward a better future, and do so in a way that pulls the community closer, rather than drives it apart.

Strategic planning that involves the community, incorporates the unique vision and goals of the community, is agreed to by the elected body, and tied firmly to our budgets, will keep residents, staff, and elected representatives focused on the business, as well as the vision, of government and how to make the community a better place.

Are there any Tools to help Small Municipalities with Strategic Planning?

#5 – Source: ICMA Strategic Planning in Small Communities – A Manager’s Manual, by Sara McGuffin, Town manager, Amherst, Virginia 

The Canadian Association of Municipal Administrators (CAMA) recently circulated this tool from the International City/County Managers Association (ICMA).  

This resource will help local government leaders remember what they know and find additional tools to do their budgeting and strategic planning better. You can also download the introduction to the manual by Sara McGuffin here.

Summary:

When developed with the insights of Council, staff and the public, a strategic plan represents a shared view of the municipality’s future, encourages public commitment and supports the ability for the municipality to move towards achieving the identified, mutual goals.

By, Susan Shannon, AMCT

CEO, muniSERV.ca

 

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Change takes time. The Future is approaching.

So, our first piece of advice is to start thinking about it now. And yes, you can ease into the future; it does not have to happen tomorrow.

When organizations are planning out their new, or enhanced physical security needs we are often asked what are the trends that are likely to shape physical security in the future?

The same question is usually followed up with… “If we do this, or if we buy this, will this sustain us in the future?”

Which also can be interpreted to… “So, we don’t have to buy something else, and that this will last us a long time, right?”

Good questions, but always a challenge to answer. Many factors play out as resistance or even catalysts to these questions and their subsequent decisions. Risk exposure, budgets, actual realized events, change in the organization’s focus, change in the organization’s leadership, campaign promises, or even change in some environments, regulation or legislation “forcing” a change, all impact the ‘future’ question.

What are those future trends shaping physical security? Some trends outlined in the list below may be a surprise, some may appear too futuristic.

  1. Increased use of biometric security measures: Biometric security measures, such as fingerprint scanners and facial recognition technology, are becoming more popular as they offer a high level of accuracy and are difficult to bypass.
  2. Rise of smart security systems: Smart security systems are becoming more common, and these systems often use artificial intelligence (AI) and machine learning to analyze video footage and detect potential threats.
  3. Greater emphasis on cybersecurity: As more security systems become connected to the internet, cybersecurity is becoming an increasingly important consideration. Companies are investing in measures to protect against cyber-attacks that could compromise their security systems.
  4. Increased use of drones: Drones or Remotely Piloted Aircraft System(s) (RPAS) are being used more frequently for security purposes, such as patrolling large areas, inspecting high-risk locations or even in response to incidents in providing real-time surveillance.
  5. Greater use of virtual reality (VR) and augmented reality (AR) in training: VR and AR are being used to train security personnel in simulated environments, allowing them to practice their skills and respond to potential threats in a safe and controlled setting.
  6. Integration of physical and cybersecurity: As threats evolve and become more sophisticated, it is increasingly important for physical security and cybersecurity to work together to provide comprehensive protection. This integration may involve integrating cybersecurity measures into physical security systems, such as installing firewall protection on security cameras.

Biometrics, smart security systems, cybersecurity emphasis and the integration of physical and cybersecurity have been on our radar for several years now and have been introduced into our past and current projects with great adoption by our client base.

The trend not mentioned here but remains a constant for us, is the due diligence required to ensure the “paperwork” is complete, up to date, used and enforced. Your policies, and procedures, training programs, guidance documents and standards are the backbones for all these physical security tools to work in the manner they were intended for your organization.

Of course, great planning and the execution of that plan is essential. Planning is a cyclical process that can start, stop, and reset when required. The future is changing. Be prepared.

Plan the Work. Work the Plan.

Reach out. We can help.

Should your Municipality need assistance, contact Michael White Group International today, and we will be happy to answer your questions. Visit michaelwhitegroup.com/contact/

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Leading succession and employee development with talent optimization at the City of Ottawa

Ottawa, Canada’s capital and fourth largest city, is home to more than 1 million people and houses some of Canada’s most famous tourist attractions. It is the role of the City of Ottawa to “provide day-to-day services that enhance citizen’s quality of life”.

The City of Ottawa as an employer is committed to its employees. This commitment is demonstrated by the recognition of the City of Ottawa as a National Capital Region’s Top Employer 10 times. City Manager, Steve Kanellakos states, “It is the people who work here who make the lives of our residents better, safer and healthier. We strive to meet the needs of our residents through a commitment to a diverse workforce that is reflective of the population we serve.”

See the City of Ottawa Case Study and learn how the introduction of the Predictive Index Behavioural Assessment, from Predictive Success has made a difference in the City of Ottawa

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