Service

Definition

Environmental Management

Addresses environmental issues, risks, opportunities, and trends related to delivery of your services

•Undertake comprehensive environmental audits to ensure legislative compliance, reduce risk and support implementation of standards

•Address climate change through appropriate energy management, greenhouse gas reduction and risk reduction from severe weather events

•Implement corporate wide environmental programs and improve education within communities to improve environmental protection and enhancement

Sidewalks & Pathways

Plans, designs, builds and maintains sidewalks and pathways that help you where you want to go

•Implement Step Forward, improving the safety, accessibility and attractiveness of walking

•Increase maintenance along Main Street corridors

•Increase investment in targeted safety improvements

•Reduce investment in new public realm improvements like complete streets and main streets

•Reduce investment in maintaining the +15 network

•Invest more in clearing snow and ice from sidewalks and pathways

Specialized Transit

Safe, reliable and affordable transporation through specialized buses, vans, and taxis for differently abled Calgarians

•Increase investments in evaluating Public Transit and Specialized Transit trip integration

•Increase investments in strategies to improve customer commitment

•Increase the number of trips provided

•Continue to optimize the system of services to consistently maintain directness and
on-time performance

•Reduce investment in asset management

Taxi, Limousine & Vehicles-for-Hire

Regulates drivers, vehicles and companies to ensure you have a safe ride

•Support the livery industry to help increase accessible services for all Calgarians

•Conduct a review of the Livery Transport bylaw to promote a level playing field of all livery stakeholders

•Replace in-person training for taxi drivers with an online platform

City Planning & Policy

Give land-use policies, guidelines and plans to inform and guide the development of Calgary from homes and businesses to communities and industry

•Enhance Calgarians’ ability to participate in planning through more accessible events and tools

•Provide more communities with new local area plans that are modern, enabling tools

•Increase funding to the Heritage Restoration Grant Program to support our communities’ culture

Pet Ownership & Licensing

Regulating and ensuring pet ownership while providing many animal-related service

•Continue to promote responsible pet ownership practices through community advocacy and engagement

•Conduct a review of the Responsible Pet Ownership Bylaw to meet citizens' evolving needs

•Review Animal Shelter Operations to focus on improved service delivery for the recovery, socialization and adoption of pets

Affordable Housing

Safe and affordable homes for lower-income Calgarians

•Get the Calgary community building by providing incentives and expediting approvals for the development of affordable homes

•Regenerate and maintain City-owned affordable housing to ensure the health and safety of residents

•Support development of seniors lodge and off-reserve Indigenous housing in Calgary

Arts & Culture

Creating vibrant, unique and community based public art and cultural opportunities to enhance and engage you

•Address increased security demands at festivals and events

•Develop and implement a Winter City and Event strategy

•Support implementation of the Cultural Plan

Business Licensing

Grants licenses and inspects business operations to ensure public safety and regulatory compliance

•Be ready for growth within sharing economies such as short-term rentals

•Increase use of online platforms to promote greater flexibility

•Implement the Calgary-specific regulatory response to the legalization of cannabis

Community Strategies

Planning and policies that support all Calgarians’ social wellbeing

•Advance key actions from the Enough for All, White Goose Flying and Seniors Age Friendly strategies

•Establish an Indigenous Relations Office to support the advancement of Truth and Reconciliation

•Develop a community-wide mental health, addictions and crime prevention strategy and a gender equity and diversity strategy to support Calgarians’ social wellbeing

City Auditor’s Office

Provides independent and objective assurance, advisory and investigative services to improve governance, risk management, and control processes at The City of Calgary.

•Increase the level of essential service by improving the City Auditor’s Office assurance coverage

•Improve audit efficiency through increased resource investment in data analytics, continuous monitoring and desktop auditing

•Improve risk-based audit, advisory, and investigative responsiveness to risks

•Provide continuous improvement of service through utilization of best practices, software tools and technology

Council & Committee Support

Provides the structure by which the City of Calgary’s legislative decision-making meetings and protocol functions are conducted.

•Provide the structure by which The City’s legislative decision-making meetings are conducted

•Enhanced protocol support for visiting delegations, indigenous relations, and dignitaries

•Improve use of technology in BCC recruitment and legislative meetings

•Implement the recommendations of the 2018 business process review

Municipal Elections

Empowering you to cast a ballot for municipal candidates through a fair, transparent and balanced process

•Develop new partnerships to administer elections

•Conduct annual census

•Reduce administrative costs while expanding use of technology

Records Management, Access & Privacy

Provides the structure and tools to manage, protect, preserve and release records by The City

•Provide the framework and tools for the management and preservation of records

•Administer the FOIP program and complete access requests within the legislated timelines

•Complete Privacy Impact Assessments in a timely manner

•Implement the recommendations of the 2018 business process review

Service

Definition

Urban Forestry

Cares for, and grows your urban trees for improved quality of life and environmental benefits

•Prioritize protection of existing trees, over tree planting

•Focus on watering to establish young trees

•Utilize technology to monitor and manage tree care

Streets

Building and maintaining your network of Calgary streets to keep you safe with reliable roads throughout Calgary

•Reduce investment in major road construction and new infrastructure

•Increase investment in targeted safety improvements

•Reduce lifecycle maintenance on streets, interchanges and bridges

•Increase the amount of traffic signal optimization on major corridors

•Continue to clear snow and ice in accordance with Council’s policy

Property Assessment

Prepares property value assessments to distribute local taxes

•Focus resources on pre-roll consultation in order to collaborate with customers and reduce non-residential assessment value under complaint

•Improve products, processes, and systems to deliver better service to increasingly engaged and educated customers

•Prioritize process and system improvements to set Property Assessment up to be efficient and effective now and in the future

Service

Definition

Proposed Service Level

Parks and Open Spaces

Caring for Calgary’s green spaces to ensure a green future for our city, and make your life better, every day

•More inclusive and accessible play spaces where feasible to address changing demographics

•Realign service levels in strategic areas

•Focus capital funding on maintaining existing assets

Recreation Opportunities

Providing you accessible places and affordable spaces to play, work out and relax

•Meet new industry standard for lifeguard to participant ratios

•Support Fair Calgary initiatives to ensure accessibility for low income Calgarians

•Develop a service delivery model capable of responding to ongoing growth and change in the industry

Stormwater Management

Collection and management of rain and snow/ice melt, protecting you, your property and our environment

•Invest in flood resiliency and improvements to river and riverbank health

•Collaborate with citizens and partners on flood mitigation and preparedness

•Continue to evolve stormwater management practices

Waste & Recycling

Collects and manages waste, landfills, recycling, and composting programs

•Provide residential blue, green and black cart based programs

•Engage with customers to optimize waste reduction and diversion

•Manage landfills and waste diversion programs and facilities for waste generators and haulers in Calgary and the region

Wastewater Collection & Treatment

Capture and treatment of Calgary’s wastewater; protects public health, property, and the environment

•Invest to maintain regulatory compliance and accommodate growth

•Implement energy efficiency and alternative energies

•Improve approach to prevent and respond to sewer back-ups in homes

Water Treatment & Supply

Treatment and delivery of your drinking water, ensuring public health and long-term sustainability of a precious resource

•Improve operational practices and communication during service interruptions

•Continue to assess and mitigate water quality risks to our source water

•Collaborate with stakeholders to evaluate impacts of climate change

Parking

Provides on- and off-street public parking and enforcement of Calgary’s parking policies and bylaws

•Implement tactics to optimize parking revenue

•Enact operational efficiencies

•Pursue workforce efficiencies

Public Transit

Safe, effective, reliable and affordable public transport

•Increase investments in public safety, evaluating new technologies and more-efficient service delivery

•Increase investment to sustain low income transit passes, supporting vulnerable Calgarians

•Increase investments to improve customer commitment

•Expand BRT service, the Primary Transit Network, and service to developing communities

•Reduce investment in asset management

•Manage the impact of U2 fleet retirement (may result in impacts to 4-car CTrain service)

Building Safety

Reviews and issues building permits, inspects projects under construction, and deals with site safety concerns

•Expand the use of alternate methods of verifying safety to reduce the number of inspections while maintaining service levels

•Increase site safety through education and collaboration with industry partners

•Ensure existing buildings are safe through a Building Maintenance Bylaw audit process

Bylaw Education & Compliance

Maintains standards in your community for safe, healthy and harmonious neighbourhoods

•Implement Calgary-specific regulation for cannabis legalization

•Enhance customer interaction through implementation of a Hybrid Officer Program

•Address the evolution of sharing economy and assess additional enforcement activities based on changes

Calgary 9-1-1

Connects you with emergency services from your phone

•Implement Next Generation 911 system, adapting to advances such as texting, video and social media

•Reduce total number of call transfers by optimizing Public Safety Answering Points

•Implement call processing and technology changes to reduce call answer and dispatch times, while maintaining high quality service to citizens

City Cemeteries

Burial options and perpetual care services. Mandated by the provincial Cemeteries Act

•Shift casket burial sales to the new south cemetery

•Pursue opportunities for new cemetery space in north Calgary

•Customers are assured quality cemetery services with a variety of affordable options

Development Approvals

Reviews and approves all land development proposals to align with regulations, legislation, bylaws and community fit

•Work with industry to understand their business imperatives, reduce barriers and enhance responsiveness through continuous process improvements

•Strengthen the urban design review of applications

•Enhance digital and online service offerings and leverage technology to improve service delivery and strengthen collaboration

Emergency Management & Business Continuity

Handles preparation of and response to major emergencies, disasters, and City business disruptions

•Collaborate with partners and customers to reduce the impacts of disaster through risk prevention and mitigation

•Support partners before and during smaller events that may impact their operations or reputations, or that have the potential to escalate

•Host fewer in-person citizen preparedness sessions in cases where content can be delivered through other mechanisms, such as online methods

Fire & Emergency Response

Responds to and addresses fires, medical emergencies, car accidents, hazardous spills and specialized rescues

•Focus on improving response times, including the effective response force target to have 12 firefighters on scene in 11 minutes

•Increase frontline prevention and safety awareness in the community

•Continue efforts to improve psychological and physical wellbeing of staff

Fire Inspection & Enforcement

Enhancing your safety by ensuring compliance to fire codes, minimizing fire risks and protecting lives, property and the environment

•Continue to provide inspections, permits and enforce compliance to meet the legislated standards within the Quality Management Plan

•Increase the number of risk based inspections on high risk commercial and industrial properties

•Increase the number of Safety Codes Officers to address risks and stay compliant with the Quality Management Plan

•Reduce the number of reinspections on non compliant occupancies through behavior modification

Fire Safety Education

Providing fire and life safety education and prevention to you, to create safer living in Calgary

•Provide education programs, resources and intervention programsto efficiently reduce community risk and to ensure Calgarians are safe

•Develop tools and training and programs for frontline firefighters and citizens to increase citizen education at the community level

•Focus delivery of specialty education to high risk Calgarians

•Develop relationships with partners to maximize educational reach

Neighbourhood Support

Fostering social inclusion, participation and a sense of belonging

•Provide support for community groups to be more accessible and representative of the diverse needs of residents

•Develop additional resident-informed community hubs by leveraging City facilities and existing partnerships

•Reprioritize the Capital Conservation Grant investment with an increased focus on preventive maintenance

Police Services

Crime prevention and education, law enforcement and criminal investigations to make Calgary a safer place to live

•Deliver police services to keep our communities and roads safe

•Strengthen partnerships to prevent crime, disorder and victimization

•Apply innovative approaches to maintain investigative excellence

Economic Development & Tourism

Supporting a vibrant, diverse and resilient economy, building Calgary’s global reputation and encouraging entrepreneurs. A Calgary Civic Partner

•Using existing resources in the lifecycle capital funding program to further integrate climate change adaptation considerations into lifecycle projects to improve resilience and sustainability

•Invest operating funding in Civic Partners to support the implementation of a refreshed economic strategy for Calgary to diversify and build a resilient local economy

Land Development & Sales

Development and sales of City-owned land

•Support transit-oriented development intensification around CTrain stations

•Continue to develop industrial land

•Develop a stronger partnership with Calgary Economic Development

•Implement an effective marketing program

Library Services

Loaning books and other materials, while supporting learning, discussion, and community programs. A Calgary Civic Partner

•Maintain current levels of service at 21 locations (estimated 65,000 hours annually) including year-round Sunday service at 13 locations

•Deliver programs focused on inclusion, reconciliation, connectedness, early literacy, life-long learning support, and personal empowerment

•Assess communications priorities and channels to reduce printing and distribution expenses

Social Programs

Delivering services in communities to support, protect and enrich Calgarians’ lives

•Provide access to subsidized City programs and services for low income Calgarians by maintaining the current service level of Fair Entry

•Deliver programming that provides cultural opportunities for children and youth

•Offer programs for youth who are not equipped to access traditional employment services

Executive Leadership

Works to secure the trust and confidence of citizens and Council by setting strategic direction and priorities, ensuring financial sustainability and proper use and management of public resources through Corporate oversight.

•Sustain a cooperative and meaningful relationship with Council

•Foster a safe and respectful workplace for all employees

•Continue to promote a progressive public service culture through One City, One Voice

•Focus attention on planning and building a resilient city, including flood mitigation and climate change

•Enhance service to our customers and communities, including citizens and businesses

•Further strengthen the Corporation's financial position

Appeals & Tribunals

An impartial way to challenge City assessment, development, subdivision & more

•Provide impartial process for residents to challenge specific City decisions

•Implement the recommendations of the 2018 business process review

•Reduce printing, newspaper advertising and courier use

•Required increase in board member working hours to address increasing complexity and volume of files

Citizen Engagement & Insights

Safe, fair & accessible feedback & participation in our government

•Provide safe, fair and accessible opportunities for citizens to provide input on City programs, services, and quality of life

•Provide meaningful and actionable insight to inform City decision making, mitigate risks, and drive continuous improvement

•Collaborate with administration to report back to citizens and stakeholders on how input was used

Citizen Information & Services

Public information &City service delivery support

•Provide 24/7 Access to City information and services through 311 and calgary.ca

•Continue to migrate service requests to digital platforms

•Continue to use scripts to manage call volumes at 311

•Reduce standalone mobile applications and integrate them with calgary.ca as web applications

Corporate Governance

Works to build a resilient city and organization by executing the strategic direction established by Council and Executive Leadership.

•Develop and embed the resilience strategy within The City and the Calgary community

•Advance The City’s interests with higher levels of government and the Calgary Metropolitan Regional Board

•Strengthen governance practices within the organization

•Initiate more cross-collaborative approaches to corporate governance

•Optimize the administrative policy library and improve adherence to internal policies, frameworks and procedures

Taxation

Ensures property taxes are correctly billed and collected

•Leverage technology to create capacity to accommodate rise in transactional volumes

•Enhance cross-training and develop more androgynous positions

•Offer compassionate property tax penalty relief under certain circumstances