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Home > Service Excellence > Service Excellence Strategic Initiatives
Service Excellence Strategic Initiatives
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Ten key activities have been identified and they will be implemented by teams consisting of staff from across the organization, with support and co-ordination from the Office of Transformation and Strategy.
SERVICE VAUGHAN: Launch a consistent, multi-channel (phone, web, mobile and counter) end-to-end customer service experience for all City services.

DIGITAL STRATEGY: Develop a strategy that defines how Vaughan will interact with citizens digitally, including social media, access to data and content, public connectivity, eServices and mobile applications, internal digital transformation and external trends.

PROCUREMENT MODERNIZATION: Transform Vaughan’s procurement function by modernizing business processes, reviewing governance, policies and capacity, and leveraging technology.

WORKFORCE MANAGEMENT SYSTEM BUSINESS CASE: Develop the business case, implementation plan and system requirements for a workforce management system to automate time and labour administration, management and reporting. 

FINANCIAL FRAMEWORK: Develop an overall sustainable fiscal framework and enhance our ability to demonstrate value for money.

JOB DESCRIPTION AND EVALUATION PROCESS: Evaluate outstanding job descriptions, and review the process to ensure fairness and efficiency.

SERVICE EXCELLENCE LEADS PROGRAM: Support managers and supervisors to deliver Service Excellence.

SERVICE EXCELLENCE COMMUNICATIONS PLAN: Keep key stakeholders informed about the progress and roll-out of the Service Excellence Strategy Map and the successes along the way.

RECOGNITION PROGRAM FOR SERVICE EXCELLENCE: Create a program to acknowledge staff contributions to Service Excellence.

LEADERSHIP ALIGNMENT: Continue to engage the Senior Management Team to clarify roles and responsibilities and delegated authorities, develop and monitor strategic performance measures, and develop and monitor a risk profile for the Strategy Map.
 

 Contact Information

 

Office of Transformation and Strategy

Christina Bruce, Senior Manager of Strategic Planning

Phone:
905-832-2281 ext. 8231

Email:
christina.bruce@vaughan.ca

Location:
Vaughan City Hall, Level 400
2141 Major Mackenzie Dr.
Vaughan, ON L6A 1T1

 

 Related Links

 
  • How Do We Measure Up?
  • Project Updates
  • Reports and Presentations
  • Strategy Map
  • Vaughan Vision 2020 Strategic Plan
 

 Additional Resources

 
  • Citizen Survey
  • Major Projects and Reports
  • Office of Transformation and Strategy
  • Strategic Planning
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