Red Tape Red Carpet Progress Reporting

Customer Experience Manager: completed

Review this recommendation and its progress.

Recommendation

Establish a position at City Hall to act as our Chief of Business Development, serving as a primary outreach for attracting new businesses to Burlington. The Chief of Business Development would oversee and expedite applications through the system and report progress and obstacles regularly to Council.

Progress update

We created the new role of Customer Experience Manager – Business

Targets and Key Performance Indicators: in progress

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Recommendation

Develop and implement Key Performance Indicators (KPIs), including timelines for processing business applications, for all staff in planning, building and development.

Progress update

Digital platform and additional staff resources are needed for completion.

Zoning, Site Grading and Committee of Adjustment Process review: in progress

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Recommendation

Streamline and optimize the zoning, site grading and Committee of Adjustment processes.

Progress update

Performance Concepts and Dillon consulting have completed a review of the pre-building permit development approval processes with recommendations on workflow for processing applications.

The Residential Technical Role is reviewing the Zoning Clearance Certificates, Grading and Drainage Certificates and Forestry Permits. These permits will eventually be reviewed together and issued as a package.

Website Optimization for Business Support: completed

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Recommendation

Optimize our website with relevant and easy-to-find content that is search-optimized and externally marketed in order to support businesses.

Progress update

We created a Red Tape Red Carpet webpage. Content is being reviewed and updated to incorporate new resources as part of our website redevelopment.

Improved Customer Service Technology: in progress

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Recommendation

Implement improved customer service technology including a self-serve online portal for applicants.

Progress update

We have launched new software for digital circulation and review of all types of applications.

We are developing the system requirement for an integrated system.

"Fast Track" Options: in progress

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Recommendation

Explore additional paid “Fast Track” options for rush projects, in addition to the existing fast track for building permits, while also ensuring the delivery date results in a firm decision.

Progress update

We have submitted a budget request for the resources needed to implement a fast track system.

Culture of High Performance and Employee Recognition: in progress

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Recommendation

Foster a strong and meaningful culture of high performance and employee recognition.

Progress update

Council has approved a new organizational structure to better position staff to implement the RTRC recommendations. We are reviewing our customer service business processes and developing performance assessments.

Agribusiness Review: in progress

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Recommendation

Review the agribusiness rules, zoning, and definitions to encourage diversified use and help support economic sustainability for our rural and farming businesses.

Progress update

We are developing an Agribusiness Guide to support rural business.

Business Support Rural Point-of-Contact: in progress

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Recommendation

Establish a rural-point-of-contact person who can navigate agriculture requests with other agencies.

Progress update

A City planner has been assigned as an interim key point of contact for rural business support.

Site Plan Reviews and Zoning Clearances Within 30 Days: in progress

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Recommendation

Target completion of all minor site plan reviews and zoning clearances within 30 days.

Progress update

Staffing through Phase II of the organizational restructure is being approached with the intent of reducing response time.

Implement Acceptable Standard Deviation: completed

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Recommendation

Implement an acceptable Standard Deviation for development related plans and drawings that better accounts for the use of imperial measurements.

Progress update

We are accepting applications which include imperial dimensions in addition to the required metric dimensions if the applicant chooses. We are also accepting two decimal places as a standard conversion deviation.

Branding Strategy: in progress

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Recommendation

Develop a clear branding strategy with respect to business attraction and development.

Progress update

Our new business attraction strategy focused on six niche sectors:

• Advanced manufacturing – robotics and process engineering,  additive and composite manufacturing
• Business and professional services – regional head offices  
• Clean tech – water and waste water technology
• Information technology – smart tech, sensors, software and property tech 
• Biomedical and life sciences – cannabis HQ and R&D 
• Creative industries and film

Our InvestBurlington website is more customer-focused, interactive and speaks to our key investment attraction and business retention goals.

Mayor and Leadership as Chief Salespeople: in progress

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Recommendation

Mayor and leadership team act as Chief Salespeople, actively seeking out opportunities to bring new business to Burlington.

Progress update

We are identifying opportunities to engage Members of Council and leadership teams as part of our investment attraction strategy. Council engagement with businesses has been refocused on the COVID-19 response and business support.

Business Attraction/Retention Standing Item: complete

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Recommendation

Make business attraction and retention a standing item for discussion at all Planning and Development Committee meetings.

Progress update

The first Red Tape Red Carpet (RTRC) update to Council took place in October 2019 and will occur on a quarterly basis. The Customer Service Experience Manager will be reporting monthly on RTRC interactions. Monthly updates are taking place on COVID-19 economic updates and business support.

Monthly SME Drop-In Sessions: in progress

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Recommendation

Launch monthly Subject Matter Expert (SME) drop-in sessions where businesses can come ask questions and get advice from experts from the City of Burlington and partner organizations.

Progress update

We have completed two internal staff sessions in December 2019 and a webinar session for developers on new submissions systems in June 2020. Commercial developer and realtor engagement sessions took place in Q1 2021 and feedback has been integrated into Customer Experience Mapping.

Open for Business Customer Service Window: in progress

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Recommendation

Create an “Open for Business” customer service window, ideally on the first floor of City Hall with staff from different departments for easy public access, collaboration and problem solving.

Progress update

The One Window project is being redesigned to better serve businesses through the COVID-19 pandemic and beyond.  We plan to invest in an online appointment booking system for people to book meetings with staff, either physically or virtually.

BEDC and TechPlace Review: completed

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Recommendation

Review the optimal structure of the Burlington Economic Development Corporation and TechPlace, as well as the opportunity for a Municipal Development Corporation, in achieving our business attraction and retention goals.

Progress update

Governance review recommendations were approved by Council in 2020 and are actively being implemented by the Burlington Economic Development Board of Directors.

City Org Structure and Business Processes Review: in progress

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Recommendation

City Manager to review and implement changes to our organizational structure and business processes to give priority to enhanced economic and business development working closely with the BEDC.

Progress update

Council approved a new organizational design which we implemented in September 2019.

Leverage City Parking as Business Attraction: in progress

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Recommendation

Explore opportunities to use city parking to attract business and address existing downtown parking challenges.

Progress update

We formed an internal working group with Burlington Economic Development, Downtown Business Association and City of Burlington to look at how to leverage parking to attract employment. We are supporting local business during COVID-19 by using parking for retail pick up and patios.

Venture Capital Fund: in progress

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Recommendation

Consider establishing a venture capital fund to support business attraction using Innisfil Accelerates as an example.

Progress update

We are addressing the use of a venture capital fund in our Economic Development Strategic Review.

Municipal Advocacy: in progress

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Recommendation

Continue municipal advocacy by the Mayor and senior leaders with other levels of government and partner agencies to speed up approvals.

Progress update

We engaged key Ministers on issues at Association of Municipalities of Ontario Conference in August 2019.  We are having ongoing discussions between corporate communications and government relations, economic development and City leadership. 

Brownfield Community Improvement Plan: in progress

Review this recommendation and its progress.

Recommendation

Develop a Brownfield Community Improvement Plan that includes redevelopment goals, specific targets, actions, and an implementation and monitoring strategy.

Progress update

We formed a Community Improvement Plan (CIP) Working Group and engaged consultants to deliver recommendations on a CIP to Council in Q3 2020.  The Brownfield CIP Policy was approved by Council in March 2021, and the Bylaws were adopted in Q2 2021. Our work on a comprehensive framework and implementation recommendations has been placed on pause until 2022 due to workload capacity.