In year two (December 2019 to December 2020),the city introduced a new vision and began work to modernize and transform the City’s counter service delivery. The pandemic has presented opportunities to innovate and improve current process. There were over 160 innovations and process improvements as a result. Out of 9 key activities, seven are in progress and two are currently being monitored.

​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	​Establish a Strategic Innovation and Process Improvement function and create a culture of continuous improvement (leverage existing and new technology and systems)
Proceeding as Anticipated	Develop data management and data analytics framework
Proceeding as Anticipated	Establish Corporate Performance Measurement (CPM) program and related performance scorecards for each portfolio/department
Proceeding as Anticipated	Implement continuous improvement initiatives and business process reviews to improve operations and service delivery/service modernization: b) Implement the Finance Modernization project
​  Proceeding as Anticipated	​Implement continuous improvement initiatives and business process reviews to improve operations and service delivery/service modernization: d) Counter Service Transformation
​  Proceeding as Anticipated	​Implement continuous improvement initiatives and business process reviews to improve operations and service delivery/service modernization: e) Develop Contract Management Framework
​  Proceeding as Anticipated	​Implement continuous improvement initiatives and business process reviews to improve operations and service delivery/service modernization: f) Implement Ideas @ Work
​  Monitoring Progress	​Implement continuous improvement initiatives and business process reviews to improve operations and service delivery/service modernization: a) Review and enhance the Development Application and Approval process (DAAP)
​  Monitoring Progress	​Implement continuous improvement initiatives and business process reviews to improve operations and service delivery/service modernization: c) Conduct the Public Works Service Level Review