Complimentary Webinar – Time to Modernize Your Procurement Policy?

Complimentary Webinar – Time to Modernize Your Procurement Policy?


A good procurement policy sets the tone for procurement in a municipality, ensuring everyone’s role is clear and preserving public trust. In this session we’ll look at best practices in by-law/policy drafting and examples where many municipalities get it wrong.

What You’ll Learn:
• Review the dos and don’ts of policies – what to include and exclude from a policy and why.
• Learn the difference between a policy and procedures.

• Review the difference between budget authority and procurement authority.
• Review recommendations contained in the Nov 2020 Collingwood inquiry report.

Register Here   ** Please note – this webinar has been cancelled and will be re-scheduled at a later date.

cup of coffee - drop in banner


Public Tender Openings – Still Relevant?

The Procurement Drop-In – Monthly Call-In Show

Join us for an interactive 30-40 minute presentation on relevant topics in by experts who work in the field of municipal procurement. Stick around after each session to get answers to your burning questions!

Complementary Webinar – Session #6 – Public Tender Openings – Still Relevant?

Why is it that most municipalities are still opening bids in public when other public tender openings are not? Join us for this interactive session on whether this practice is still relevant in an age of COVID and international trade agreements.

What You’ll Learn: What public openings are still relevant today vs. not and reasons to reconsider your approach.

Register here

This is one of six (6) complimentary training sessions on municipal procurement.  Be sure to check out the others here.


How to Persuade Employees to Embrace Records & Content Management

Records and Electronic Content Management (RM/ECM) solutions increase effectiveness, efficiency, and compliance with regulations. A big challenge can be to convince employees to actually use the new software. Unfortunately, nearly a third of RM/ECM migrations fail due to a change management issue.

Issues can arise in a number of forms, such as: 

  • Employee fear. Employees may be afraid that they will lose their jobs because the new system will make them redundant. Such employees may be actively hostile to the change and attempt to sabotage the transition; 
  • Employee routine. Some employees may have worked with a paper-based records management system for decades and be very comfortable with it. These employees may be hesitant to change their routine if they believe that they will be unable to work with the new software;
  • Key people averse to change. Even if the majority of employees are willing to change, the transition may not work if key members of the team aren’t. If the team lead or an otherwise respected or admired employee refuses to change, this attitude may spread to other would-be RM/ECM converts as well; 
  • Employers not putting the time in and/or abandoning the project. Managers can be very busy and if they don’t see quick results they may stop pushing for employees to adopt the RM/ECM solution and move on to their next project;
  • No culture shift. Switching to an RM/ECM solution is a big shift, not only in terms of efficiency and effectiveness but also in how employees think of their work. In an RM/ECM system information can be easily shared across departments, eliminating silos. RM/ECM solutions also reduce the need to print information. If employees don’t adopt these new ways of thinking it can be problematic;
  • Non-supportive software vendors. Vendors are often unaccustomed to working with local governments and don’t realize their unique needs. These vendors may be unwilling to shift their policies or customize their software to meet government requirements.

Luckily, Ricoh has over a decade of experience working with local governments and boasts the ability to implement efficient and effective transition processes. We recognize when local governments perform this transition well. One particular municipality who excelled in its transition to RM/ECM was the Township of Springwater, Ontario. Springwater implemented several of our best practices as it: 

  • Created a team including members from different departments who met frequently and discussed desired results. This ensured that the departments could request the functionalities that they needed;
  • Started the transition process from the top down. First they convinced the council to switch over to the new system, then senior management, and so on. This ensured that employees weren’t change-averse due to the attitudes of those above them. Employees could also ask their superiors if they had any questions about the system. As the superiors had received training first, they were able to effectively answer these questions;
  • Maintained open communication. Springwater regularly polled staff to learn of any questions or concerns about the software and allayed any issues. This also involved assuring employees that the RM/ECM solution would make their lives easier and not harder as some of the monotonous tasks they did before could now be automated, allowing them to focus on more important things;
  • Addressed the culture shift resulting from the transition. Springwater’s transition team spoke to each department about their current information silos and how that would change as information became easy to share. The team also spoke to employees who were used to piling paper on their desks and explained to them how the new system would make their lives easier; 
  • Replicated the old filing structure within the new repository so that employees would feel comfortable with working on the electronic records. Springwater also kept the paper records during the beginning of the transition process until employees were sufficiently comfortable with the new system and saw that the paper system provided no benefits; 
  • Arguably most importantly, Springwater decided to work with a knowledgeable RM/ECM vendor – Ricoh! As Ricoh is extremely experienced in working with local governments and creating custom solutions, Springwater received exactly what they needed. Ricoh provided extensive support throughout the transition and ensured that everything was running as requested. 

Effective RM/ECM solutions make employee lives easier and allow them to work faster. However, employees often need to be convinced of this fact. Follow Springwater’s lead and persuade your employees to adopt RM/ECM. We’ll help you do the rest.


Public Sector Leadership Series – muniSERV & Supply Chain Canada, Ontario Institute


Supply chain although a core function of the public sector organizations, have been traditionally treated as a back-office function. However the compounded impacts of COVID-19, subsequent responsibility of public sector towards the citizens’ health and sustainability, made public sector organizations recognize that success links inextricably to supply chain performance. That is why we once again collaborated with Supply Chain Canada, Ontario Institute to deliver the Leadership Series: Public Sector on June 17, 2021 in partnership with OPBA and CPPC for the very first time.

What is the Leadership Series:

The Leadership Series – a flagship offering from Supply Chain Canada, Ontario Institute has already garnered participation from 1,300+ supply chain professionals across Canada this year through 3 of its installments, namely:

  • Digital Transformation in Supply Chain
  • Sustainable Supply Chain
  • Women in Supply Chain

With 70+ supply chain leaders who have spoken at these installments, the Leadership Series delivers excellence and relevancy through leading-edge content and virtual networking opportunities.

Owing to the demand of the hour, we are proud to present to you the Leadership Series: Public Sector in collaboration with Supply Chain Canada, Ontario Institute.


Date: June 17, 2021

Time: 8:45 am – 4:00 pm EST


Members (Supply Chain Canada, CPPC & OPBA): CAD 149 + HST.

Non-members: CAD 199 + HST

MUNISERV members get 12% of non-member price with code MUNI12

Group Pricing (for a team of 4 or more): CAD 99 + HST per person. SAVE 50% (the group offer cannot be bundled with the 12% discount offer)


Topics on the agenda include:

  • Procurement’s Influence on Organizational Effectiveness
  • How have Government Agencies Dealt and Learnt from COVID: Improving Citizen Experience
  • Sustainable Procurement
  • Sustainable Goods Movement
  • Impact of Trade Agreements/Trade Agreements in a COVID world


Confirmed speakers include:

See newly added Speakers too!


For registration enquiries, please reach out to Alisha Seguin at [email protected]


Be the voice of significant issues impacting public sector. Join some of your well-known peers in the industry to be recognized as a thought-leader in public sector and increase your brand reach.

For partnership or sponsorship enquiries, refer to the attached brochure or reach out to Kim Sforza at [email protected] .




More Speakers for the Leadership Series – Public Sector

WHAT’S NEW: NEW SPEAKER ALERT – Leadership Series: Public Sector


Topics on the agenda include:

  • Procurement’s Influence on Organizational Effectiveness
  • How have Government Agencies Dealt and Learnt from COVID: Improving Citizen Experience
  • Sustainable Procurement
  • Sustainable Goods Movement
  • Impact of Trade Agreements/Trade Agreements in a COVID world

Please see the full description of the Event Here

Date and Time: June 17, 2021 8:30 am to 4:00 pm EST
CPD: 5 CPD Points
Price: Member: $149 + HST | Non – member: $199 + HST | muniSERV Members get 12% off non-member price with code MUNI12 – Group (4 or more): $99 pp + HST. SAVE UP TO 50% (note – the muniSERV discount cannot be bundled with the group offer)



Interested in sponsoring this event with your branding – or if you want more information, please contact Tanaya Jain at [email protected] or +1 416.977.7566 Ext. 2142.


Customer Service Excellence – Maximizing Efficiency and Improving Customer Service

June 16th 12pm – 1 pm EST

Customer Service Excellence – Maximizing Efficiency and Improving Customer Service

AccessE11 Citizen Issue ManagementMunicipal 311 Software Designed for Local Government

Produce better relationships with citizens through automated status updates with a highly-integrated platform your staff will love.

  • Is your municipality looking for ways to improve your complaint and service request management?
  • Do you want to better understand the issues citizens are bringing to your municipality?
  • Would you like for your citizens to be able to view and update the issues they bring to your municipality?
  • Would you like valuable reports for your department heads and council?
  • How about collaborating with staff on the issues they are managing?
  • Want to streamline services requests and effectively manage them?

AccessE11 is a cloud-based, easy-to-use software solution to assist municipalities in better managing, tracking and reporting citizen inquiries, issues and complaints impacting your community.

Register for our June Webinar to learn about all of this and more!

Presented in Partnership with The Ontario Municipal Leadership Institute



Unlock the Power in Your Citizen Service Request Data

There is no question that the Covid-19 pandemic is creating hardships for local governments as recreation, illegal parking and transportation revenues decline and more money gets directed into public health initiatives. Budget cuts, where not already underway, are looming and municipal governments will need to find operational efficiencies and direct scarce resources to where they are most needed and have the greatest impact. In this post, we look at how 311 or citizen service request data can be an extremely valuable component in the toolkit of a local government trying to maintain services with fewer resources at its disposal.

It comes as no surprise that, as part of the open data movement, larger cities have been at the forefront of investing in data hubs that consolidate data from 311 service requests and multiple other sources. New York City, for example, has been relying on sophisticated data analytics for several years to measure performance and better inform the allocation of the city’s financial resources, equipment and personnel. Like many large North American cities, New York maintains a portal where the public has access to critical performance measures from multiple agencies. The benefits of this treasure trove of data for city managers are obvious, however, the very significant investments in time and cost required to get there are out of reach for smaller municipalities.

But concerns about cost or complexity should not prevent these smaller municipalities from pursuing a data-driven approach to finding efficiencies in their operations. The trick is to have a clear idea of the keys to success and the right set of tools to get there. For example:

Data Focus

When considering a goal of optimizing resource allocation in the face of budget constraints, the value across various types of data is not necessarily equivalent and therefore prioritization is needed. 311 service request data is particularly powerful because properly implemented, there should be a documented record of every touchpoint with the concerned citizen and assigned staff from the time an issue is raised to when it is resolved and closed. From a management perspective, this is extremely valuable.

The Right CRM

Regardless of municipality size, aggregation of the required data is unlikely to be successful without leveraging a CRM to manage service requests. CRM implementations should not, by default, be cost-prohibitive and there are cloud-based solutions available today that are easy to adapt and built specifically with the needs of smaller municipalities in mind.

Seamless Data Collection

The aggregation of comprehensive service request data that can be used reliably to inform operational decisions needs to happen by default. Local government service delivery will likely continue without staff increases for the foreseeable future, meaning that technology used needs to make the work of municipal staff easier in general and at the same time avoid any extra effort to collect and store the desired performance-related data. And since the primary data sources are the citizens themselves, an omnichannel approach that makes it simple to report service issues is critical. Citizens that are engaged in the way that best suits them will be far more likely to participate in making their communities better.

Flexible Analytics and Reporting

Once the data is available in one place, making sense of it is the next challenge. For smaller municipalities, the tools needed to visualize and report on service request data will, ideally, be baked into the solution used to manage day-to-day requests. Regardless of the technology that is applied, however, there are several imperatives that should be in place to fully benefit from this type of data analysis initiative. In all likelihood, various stakeholders including the city council, CAOs, and departmental managers will have different objectives when looking at the data, and these objectives will evolve over time. This speaks to the need for simplicity and flexibility for configuring and saving reports and dashboards on an individual basis. Access to configurable GIS views of the data can be highly useful as well in identifying trouble spots, prioritizing work plans, and scheduling the activities of field staff.

The bottom line is that there are opportunities for governments of any size to invest in a data-informed and results-oriented approach to finding savings in their operations. And although the pandemic will hopefully be in the rear-view mirror soon, it is not too late for municipal governments to start unlocking the power of service request data. This is a natural evolution for those with a suitable CRM already in place, but even where not the case adoption of suitable technology does not need to be onerous. Doing so will help with the immediate need to recover quickly from pandemic-induced shortfalls, and will continue to pay dividends for many years to come.



Managing Conflicts: When Friends and Neighbours are your Contactors

The Procurement Drop-In – Monthly Call-In Show

Join us for an interactive 30-40 minute presentation on relevant topics in by experts who work in the field of municipal procurement. Stick around after each session to get answers to your burning questions!

Complimentary Training Session #5 – Managing Conflicts: When Friends and Neighbours are your Contactors

It’s a problem most municipalities face at one time or another – municipal staff purchasing goods and services from friends and family.  This practice can lead to public mistrust and erode value for money in procurement. This session will provide tips and tricks for managing these situations.

What You’ll Learn:  Tips and tricks for managing conflicts of interest in procurement.

Register here

This is one of six (6) complimentary training sessions on municipal procurement.  Be sure to check out the others here.


Negotiating Like a Lawyer

I don’t like going to the doctor’s office. Part of the reason is because my doctor also happens to be a good friend of mine and I already see him enough on the golf course, squash courts and playing pick-up hockey


But I mostly avoid doctors visits because I hate being poked and prodded. So to make my doctor’s visits as quick and painless as possible, when I do have to go see him I give him as much context as I can about the reason for my visit. This gets him to focus on my problem and limits the amount poking and prodding 


I also don’t like getting poked and prodded in a lawyer’s office


Most of us that work for organizations that have a legal department which reviews the contracts we’re negotiating and the amount of changes to a contract, especially if the edits are to our standard agreement, usually determines the extent of the legal review


So just like the doctor’s visit, I make sure to provide our lawyers with as much context as I can so they can focus on the issues and not have to go through the entire agreement with a fine toothed comb


Now there are some lawyers that, no matter how much context you give them, they’re going to read the whole contract and that’s ok, it’s their prerogative. However, most lawyers I’ve worked with actually appreciate the extra effort I’ve put in to make their lives a little easier


But there’s another thing you can do before you even send the contract to legal for review and unfortunately, I don’t see enough negotiators doing this so spoiler alert… it’s actually ok for you to negotiate the legal terms in a contract on behalf of your organization, as long as you remember 3 things:


  1. Make sure you actually understand the legal terms before arbitrarily rejecting the other sides edits
  2. Make it clear that all changes will still require final legal review and sign-off…and the trick here is to only negotiate in the areas where you have a really good sense of your lawyers threshold of acceptability
  3. If you’re working off your paper, try to eliminate as many changes as you can from the other side


I was helping a client not too long ago who wanted to start discussions with a new supplier so they sent them an NDA to sign and the supplier came back with some edits. But before my client sent it off to his legal department for review, I asked if I could take a look at the changes first


The supplier had made five changes to the NDA. Four of the changes were to de-risk any liability they’d have if they breached confidentiality and one was a legitimate concern about their IP


So we went back to the supplier and said we understood the IP concerns but the other four changes would make it impossible for us to do business with them. Within 10 minutes the sales executive responded that he’d had a “quick chat” with his lawyers and we could disregard those 4 changes but they would like to see some compromise on the IP


When my client sent the changes to legal, he provided all of this context and legal approved the change in a few hours, which is nothing short of a miracle in most organizations


So the big takeaway here is that if you fancy yourself as a negotiator, then be a negotiator. Don’t just throw your contracts over to legal to sort out…and if you don’t know something, learn.


I recently developed and launched a training course with my colleague, Mark Morrissey, which covers this and other topics that are essential for Strategic Sourcing Professionals.


Most of you have a training budget this year and you could do a lot worse than seeing what we have to offer, so check out the training section on our website and let me know if you would like more information about our corporate group pricing


Mohammed Faridy

Chief Executive Officer

OneView 1450 Meyerside Drive Suite 603 Mississauga, ON L5T 2N5

E-mail: [email protected] I Cell: 416-917-2410





Digital Speaker Series – bids&tenders Information Session

Douglas Faulkner, Account Executive with bids&tenders, will be doing a high-level presentation on the functionality and features of our eProcurement platform, with time to answer any questions you may have. 

This thirty-minute session will cover how bids&tenders can help:

  • Bring procurement processes entirely online
  • Reduce spend through competitive bidding, reduced labour costs, etc. 
  • Save time in every aspect of the procurement process
  • Reduce or eliminate late and non-compliant bids

Join us Tuesday, May 4 at 1:00 PM ET to learn more!

Learn More & Register Here.