In year three (December 2020 to December 2021), the City began an end-to-end review of the Development Application Approval Process, which aims to modernize and transform development application intake and enhance service delivery using a citizen portal that will enable the digitization of the front-end, intake and review processes. The Public Service Level Review has been re-scoped into three phases and will focus on Winter Maintenance/Controls in phase one of the project. Work is well underway to modernize the City’s Counter Service delivery which will provide a citizen-centric approach to service delivery and optimize a variety of service channels, including phone, mail, email, in-person and online services. The City continues to strengthen its innovation and continuous improvement programming by offering LEAN white, yellow and green belt training opportunities, which will help build a culture of business transformation. Out of nine key activities, seven are in progress, one is currently being monitored and one is 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​	​Develop data management and data analytics framework
Proceeding as Anticipated​	​Establish a Strategic Innovation and Process Improvement function and create a culture of continuous improvement and leverage existing and new technology and systems
Proceeding as Anticipated​	​Establish Corporate Performance Measurement (CPM) program and related performance scorecards for each portfolio/department
Implement continuous improvement initiatives and business process reviews to improve operations and service delivery/service modernization
​ Proceeding as Anticipated	​a. Review and enhance the Development Application and Approval process (DAAP)
​ Proceeding as Anticipated	​b. Implement the Finance Modernization project
​ Proceeding as Anticipated	c. Conduct the Public Works Service Level Review
​ Proceeding as Anticipated	d. Counter Service Transformation
​ Monitoring Progress	​e. Develop Contract Management Framework
​ On Hold	​f. Implement Ideas @ Work