Message from the CAO

Over the past couple of years, the Corporation of the City of Cranbrook has embraced a new corporate mindset and values, increasing our knowledge-capacity and successfully instilling changes in a variety of service deliveries. As a City, we are empathetic and open-minded when it comes to our customers’ needs. Critical thinking and hard work have become our new work-ethic and improving customer satisfaction is our top corporate goal.

These changes allowed the City to make progressive decisions through transparent processes and due-diligence and led to delivering greater value and innovation to our citizens. New approaches were initiated to tackle the red tape, improve staff performance and align City Hall with citizens’ needs. Our focus continued to be on local economic growth, creating solutions around our infrastructure and improving City operations to improve the quality of our citizens’ lives. A few improvements are: • The new “311 one-call customer inquiry system” and “real-time infrastructure monitoring and reporting application”. The City created a multi-department contact centre to effectively manage the majority of calls to various

City departments. The 311 app is also used by residents to initiate service requests that integrate into the City’s service request system. • Changes were made in bidding and procurement of capital construction projects, which improved engagement with local contractors, suppliers and consultants.

• Significant cost savings were realized in capital investments through the application of asset management practice and innovative engineering design.

• Implemented innovative flood-management and snow removal.

• Launched the “Multidisciplinary

Staff Development Program” to increase our staff’s problem solving capacity. Through this program, staff increased their competency in dealing with the multi-faceted nature of the issues and operations they face and rendered more effective decisions.

Message from the CAO

I thank the staff in the corporation for embracing the change of mindset and choosing to accept these new values as their own. These changes have assisted in the advancement of their department goals in multiple fronts. Looking forward through 2018, a number of new initiatives, programs and projects and change of service delivery are underway to add value in our service and therefore, in our citizens’ lives. We will continue to use our resources and efforts innovatively and wisely to provide our customers the best value, while continuing to put them first.

David Kim, Chief Administrative Officer City of Cranbrook