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 has been created in the City Manager's Office as Business Support Concierge. The job description for the position is under development. The short term focus is on providing seamless customer service between Burlington Economic Development Corporation (BEDC) and the City of Burlington for city processes in addition to reviewing and following up on all matters related to business development, business relations and City planning and development. Process matters and issues escalation will be coordinated by this role. An email address has been created to be monitored directly by the 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. A draft report in the Winter of 2020 will be presented to council on business development interactions in conjunction with RTRC implementation plan. |
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 - Summer 2020
| 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 Committee of Adjustment has initiated accepting and circulating applications in digital format as first step. |
"Fast Track" Options
- Status - Not Started
- Key Target Dates - Winter 2020
| 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? |
| Other options for fast tracking applications will be reviewed following implementation of Bill 108 and the process review. |
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 - Winter 2021
| 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:
Value propositions, investment attraction partners, lead gen channels and marketing materials are being developed for each cluster. An update on the Investment Attraction Strategy and new Burlington Brand will be provided as part of the Red Tape Red Carpet update to council. |
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? |
| Planning for launch of lunch and learns with staff in December. |
Open for Business Customer Service Window
- Status - In Progress
- Key Target Dates - Summer 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? |
| Commencing development on comprehensive space plan with integration of public space in City Hall. Initial requirement is to confirm needs, design and costing followed by implementation plan. Further details to be provided in next RTRC report implementation in January 2020. |
BEDC and TechPlace Review
- Status - In Progress
- Key Target Dates - Fall 2019
| 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? |
| A Request for Proposals will be issued in the Fall of 2019. A project management structure will be formed to guide the review process. |
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 - Winter 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. |
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? |
| Request for Proposals to be issued in Fall of 2019 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/Winter 2020
| 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? |
| Members of Council and staff engaged key ministers on issues at the Association of Municipalities of Ontario Conference in August 2019. In conjunction with preparing for an advocacy strategy related to RTRC for Winter 2020. |
Brownfield Community Improvement Plan
- Status - In Progress
- Key Target Dates - Summer 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 has been formed and consultants have been engaged to deliver recommendations on a CIP to Council in Summer 2020. |