On Wednesday, Jan. 30, 2019, Mayor Marianne Meed Ward announced a new initiative being launched from the Mayor’s Office in partnership with Councillor Kelvin Galbraith: the Red Tape Red Carpet Task Force.
The initiative's goal: identify and eliminate barriers to growth and new business attraction in Burlington so that new and existing businesses can locate here, expand and thrive.
On Monday, Sept. 23, 2019, the 22 recommendations were unanimously approved by council, and implementation is now underway. Our new City Manager, Tim Commisso will lead this implementation and city council will be updated on progress on a monthly basis.
Watch here for regular updates on our progress. Follow along as we implement the recommendations and stay accountable to you as we deliver on our commitments.
Customer Experience Manager
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC 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, overseeing and expediting applications through the system and reporting progress and obstacles regularly to City Council and the City Manager. |
| What’s been done? |
|
New role of Customer Experience Manager - Business Development created as part of the new Customer Experience Team and recruitment is ongoing. RTRC email setup to be monitored directly by Customer Experience Manager - Business Development. Monthly report on RTRC issues raised by businesses that are resolved and outstanding will be managed by BEDC and Customer Experience Manager - Business Development. |
Targets and Key Performance Indicators
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Develop and implement targets and Key Performance Indicators (KPIs), including timelines for processing business applications, for all staff in planning, building & development teams. |
| What’s been done? |
| Performance Concepts and Dillon consulting are currently undertaking a review of the pre-building permit development approval processes; the review is scheduled to be completed by December 2019. |
Zoning, Site Grading and Committee of Adjustment Process review
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Streamline and optimize the zoning, site grading and Committee of Adjustment processes for faster execution and resolution, considering recommendations from industry professionals. |
| What’s been done? |
| Performance Concepts and Dillon consulting are currently undertaking a review of the pre-building permit development approval processes; the review is scheduled to be completed by December 2019. |
Website Optimization for Business Support
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Optimize the City of Burlington website with relevant, informative and easy-to-find content that is search-optimized and externally marketed in order to support businesses through their journey with us. |
| What’s been done? |
| A Red Tape Red Carpet webpage was created. The BEDC and the City’s Communications department have been meeting to discuss coordination of marketing, communications and ongoing projects. |
Improved Customer Service Technology
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Implement improved customer service technology including a self-serve online portal for applicants including the ability to submit and check on the status of their applications. |
| What’s been done? |
| The integrated process outlined in RT3 will be accepting and circulating applications in digital format as of 2020-04-30. New software launched for digital circulation and review of all application types. Further information on development application processes can be found at burlington.ca/development info |
"Fast Track" Options
- Status - Not Started
- Key Target Dates - Spring 2021
| RTRC Recommendation |
| Explore additional paid “Fast Track” options for rush projects and business applications in areas in addition to the existing fast track for building permits, while also ensuring the delivery date results in a firm decision. |
| What’s been done? |
| Delayed comprehensive Fee Review due to workload management. RFP to commence once State of Emergency has been lifted. |
Culture of High Performance and Employee Recognition
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Foster a strong and meaningful culture of high performance and employee recognition. |
| What’s been done? |
| New role of Customer Experience Manager - Business Development has been created in the City Manager's Office as Business Support Concierge. In September 2019, City Council approved a new organizational structure to better position staff to implement the recommendations. A review of customer service business processes across the City has been initiated. Developing a culture of performance assessment will be integrated with the customer service commitment. |
Agribusiness Review
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Review the agribusiness rules, zoning, and definitions to encourage diversified use and help support economic sustainability for our rural/farming businesses. |
| What’s been done? |
| Agribusiness Guide being developed by Burlington Economic Development to support rural business. |
Business Support Rural Point-of-Contact
- Status - In Progress
- Key Target Dates - Fall 2020
| RTRC Recommendation |
| Establish a rural-point-of-contact person who can navigate agriculture requests (business or otherwise) with other agencies. |
| What’s been done? |
| A City planner has been assigned as an interim key point of contact for rural business support. |
Site Plan Reviews and Zoning Clearancess Within 30 Days
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Target completion of all minor site plan reviews and zoning clearances within 30 days. |
| What’s been done? |
| Performance Concepts and Dillon consulting are currently undertaking a review of the pre-building permit development approval processes; the review is scheduled to be completed by December 2019. Upon completion of the process review, the resources needed and timing to achieve targets will provide the basis for changes. |
Implement Acceptable Standard Deviation
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Implement an acceptable Standard Deviation for development related plans and drawings that better accounts for the use of imperial measurements (e.g. 0.00m or 3/16"). |
| What’s been done? |
| Staff are accepting applications which include imperial dimensions in addition to the required metric dimensions, should the applicant decide to include both measurement systems. Staff are accepting two decimal places as a standard conversion deviation. |
Branding Strategy
- Status - In Progress
- Key Target Dates:
- Investment Attraction - Ongoing
- New Burlington Brand launch - TBD
| RTRC Recommendation |
| Develop a clear vision and associated branding strategy at the City of Burlington with respect to business attraction and development. |
| What’s been done? |
|
New Business Attraction Strategy focused on 6 niche sectors developed and to be presented to council in October. The following Sectors have been defined as a focus for Investment Attraction where Burlington has a strong value Proposition:
Business Attraction strategy being redeveloped in light of covid-19 in partnership with lead generation partners. Lead generation is moving digital and the investburlington.ca website is being redeveloped to support this. On March 13, the One Brand RFP process was completed and BT/A was the successful proponent. As phase 1 of the One Brand project BT/A has begun work on the new InvestBurlington.ca website immediately. The new redesigned website will be more customer focused, interactive and will speak to our key investment attraction and business retention sectors. It will help support the new digital lead generation focus for investment attraction activities in light of covid-19. |
Mayor and Leadership as Chief Salespeople
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Mayor and leadership team act as Chief Salespeople, actively seeking out opportunities to bring new business to Burlington. |
| What’s been done? |
| Key messaging for business and sector specific one pagers with value propositions are in development. Opportunities to engage Members of Council and leadership team being identified as part of Investment Attraction Strategy. |
Business Attraction/Retention Standing Item
- Status - Complete
- Key Target Dates - Fall 2019
| RTRC Recommendation |
| Make business attraction/retention a standing item for discussion at all Planning & Development Committee meetings. |
| What’s been done? |
| First Red Tape Red Carpet update to Council took place in October 2019 and will occur on a quarterly basis. Customer Service Experience Manager-Business Development will be reporting monthly on Red Tape Red Carpet interactions. |
Monthly SME Drop-In Sessions
- Status - In Progress
- Key Target Dates - Winter 2020
| RTRC Recommendation |
| Launch monthly Subject Matter Expert (SME) drop-in sessions where businesses can come ask questions and get advice and guidance from experts from the City of Burlington and partner organizations. |
| What’s been done? |
| 2 internal staff sessions completed in December 2019 and webinar session for developers on new submissions systems being planned for June 2020. |
Open for Business Customer Service Window
- Status - In Progress
- Key Target Dates - Fall 2020
| RTRC Recommendation |
| Create an “Open for Business” customer service window, ideally on the first floor of City Hall, co-locating key staff from different business-related departments for easy public access and on-the-spot collaboration & problem solving. |
| What’s been done? |
| The One Window project is being reconsidered in light of new physical distancing requirement and other covid-19 adaptations in the workplace. An update is being provided at the August 10th Meeting of the Environment, Infrastructure and Community Services Committee (EICS) including investing in an online appointment booking application for the public to arrange time to meet with staff from various service areas across the organization (either physically or virtually). |
BEDC and TechPlace Review
- Status - In Progress
- Key Target Dates - Fall 2020
| RTRC Recommendation |
| Review the efficiency, effectiveness and optimal structure of the Burlington Economic Development Corporation and TechPlace, as well as the opportunity for a Municipal Development Corporation, in achieving the city’s business attraction and retention goals (see companion report listed on July 8, 2019 COW agenda: M0-04-19). |
| What’s been done? |
| MDB Insight and Urban Metrics selected to lead governance review process. Detailed workplan and milestones approved by Steering Committee composed of City Manager, Mayor Meed Ward, Councillor Sharman, Councillor Galbraith and the Chair of Burlington’s Economic Development Board. Governance review recommendations will be presented to committee in August and MDC work in Q4 2020. |
City Org Structure and Business Processes Review
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| City Manager to review and implement changes to the City’s organizational structure and business processes to give priority strategic focus to enhanced economic and business development working closely with the BEDC. |
| What’s been done? |
| New Council approved organizational design implemented in September 2019. |
Leverage City Parking as Business Attraction
- Status - In Progress
- Key Target Dates - Fall 2020
| RTRC Recommendation |
| Explore opportunities to use city parking supply as a leverage for business attraction and address existing downtown parking challenges. |
| What’s been done? |
| Internal working group formed with Burlington Economic Development, Downtown Business Association and City of Burlington to look at problems and solutions in leveraging parking to attract employment. Short term pivot with COVID-19 to support business through using parking for retail pick up and patios. |
Venture Capital Fund
- Status - In Progress
- Key Target Dates - TBD
| RTRC Recommendation |
| Consider the establishment of a venture capital fund to support business attraction (use Innisfil Accelerates as an example/model – innisfilaccelerates.ca). |
| What’s been done? |
| Work ongoing for Economic Development Strategic Review. The use of a venture capital fund will be addressed through this process. |
Municipal Advocacy
- Status - In Progress
- Key Target Dates - Ongoing
| RTRC Recommendation |
| Continue municipal advocacy by the Mayor and senior leaders at the City of Burlington with other levels of government and partner agencies to speed up their approvals as part of the overall development process. |
| What’s been done? |
| Engaged key ministers on issues at Association of Municipalities of Ontario Conference in August 2019. Ongoing discussions taking place with Corporate Communications & Government Relations, Burlington Economic Development and city leadership. Joint engagement to all levels of government on business needs during covid-19 being led by Team Burlington. |
Brownfield Community Improvement Plan
- Status - In Progress
- Key Target Dates - Fall 2020
| RTRC Recommendation |
| Develop a Brownfield Community Improvement Plan for the City of Burlington with said plan to include redevelopment goals, specific targets, actions, and an implementation and monitoring strategy. |
| What’s been done? |
| Community Improvement Plan (CIP) Working Group formed and consultants engaged to deliver recommendations on a Community Improvement Plan to Council in Q3 2020. Further CIPs and a comprehensive CIP framework for moving forward will be developed as part of this work. |