As part of their commitment to making municipal government more transparent and accountable, the City instituted a Lobbyist Registry on January 1, 2016 a component of City Council’s Accountability Framework. Mandated by the government, the Registry allows lobbyists to register and document the subject matter(s) they are lobbying the City Staff or Council Members about. The online tool had to be easily accessed by stakeholders and the public, and simple to use.
The City wanted their Registry to allow users to:
At the same time, and in addition to developing a new Lobbyist Registry, the City also wanted to provide a means by which the citizens could easily connect with the municipality to manage issues like permits, property taxes, complaints and comments.
The City’s vision includes an online portal access that would allow residents and businesses to:
The City chose us to design and implement a solution that would leverage CRM for service-request management and to enable communication between lobbyists and government.
Working with the City, we introduced a phased approach, beginning with the lobbyist registry in order to comply immediately with the new government-issued mandate, and currently working with City staff to provide solutions for online access to services and information for all citizens.
For citizens, it will be a big advantage. The online service includes a ‘one-stop shop’ on the portal, which makes it simpler for them to access any services they are looking for and at the same time, simplify the process of service delivery by municipal administrators.
As a result of the solution:
At the time this City was the ninth largest in Canada. With a population of nearly 600,000 people, it is one of the fastest-growing cities in the country with major economic sectors including advanced manufacturing, retail administration and logistics, information and communication technologies, food and beverage, life sciences and business services.
-City Program Manager