In year three (December 2020 to December 2021), the Customer Relationship Management (CRM) implementation was achieved for Environmental Services, Access Vaughan, Traffic Services and implementation commenced in Parks, Forestry and Horticulture Operations. Out of six key activities, three are in progress, two are currently being monitored and one on hold.

Legend: green means Proceeding as Anticipated, yellow means Monitoring Progress, red means Under Review/Reassessment, grey means Not Yet Commenced/On Hold

​Proceeding as Anticipated	​Implement Digital Strategy Initiatives
​Proceeding as Anticipated	​Implement the Customer Relationship Management System
Proceeding as Anticipated	Implement the new vaughan.ca website
​  Monitoring Progress	​Conduct the Citizen Satisfaction Survey
​   Monitoring Progress	​Define the citizen experience (service level expectations) for each business function and align service costs with service value/benefits
On Hold	Implement an Open Data Program