Service Innovation and Performance (SIP)

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Service Innovation and Performance (SIP) supports the delivery and improvement of City programs and services by drawing on and understanding resident experiences, driving evidence-based decision-making and integrating business performance. SIP's services connect residents and employees to the programs and services that help enable a better life for all ��ϲ��ians.

Branch Services

The branch integrates work across the organization to advance the design and delivery of programs and services that are effective, efficient, relevant and work well for everyone who uses them.

311 and Customer Access

This team leads the 311, Service Center and Inside Information services that connect ��ϲ��ians and employees with information.

311 is ��ϲ��’s non-emergency contact for City information and services, and provides residents and businesses with a central point of contact with the City. 311 plays an important supporting and linking role for other departments as program changes and new initiatives are implemented.

The Service Centre serves ��ϲ��ians in-person by processing and handling various payments and permits. Inside Information provides critical information and services for City employees to access the tools and technology to perform their roles.

Service Design

Service Design supports continuous review, innovation and improvement of City services. It's an integrated process that delivers human-centered solutions to advance how ��ϲ��ians experience City services.

This team leads the service experience and improvement subservice.

Project Management Office

The Project Management Office delivers corporate-wide projects and initiatives that require integrated, multi-disciplinary teams, composed of staff from across different City departments and branches.

Business Intelligence and Analytics

Business Intelligence and Analytics ensures the City has access to credible and relevant business intelligence to support ongoing decision making, implementation, future planning and meet desired corporate outcomes.

This team leads data management, data science and analytics, and geospatial information systems and analysis services.

Strategic Management and Corporate Performance

Strategic Management and Corporate Performance makes sure processes, tools and practices are in place so that the right strategic actions are taken to achieve the City’s goals, as outlined in Connect��ϲ�� and The City Plan.

This includes anticipating and planning for ��ϲ��’s future while supporting the performance of services today, in step with the City's budget. This team leads corporate policy, risk management and strategic management services.

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