2024 Annual Report-web FINAL

Strategic Priority Goals • Identify and commit to opportunities to move forward on a path of Truth and Reconciliation. • Deliver an exceptional customer experience across City services. • Ensure organization and financial alignment to achieve Strategic Priorities and meet the needs of our growing community. • Be accountable to the public through open and responsive governance. • Ensure the City is organizationally resilient, ready to adapt to a changing environment. Strategic Priority Governance & Corporate Excellence

2024 Activities

2025 Goals

Corporate Excellence and Resilience • Implemented a new Enterprise Performance Measurement System to track progress on Council’s Strategic Plan and other departmental initiatives. • Developed a records management program to increase transparency and accountability. • Launched a Continuous Improvement Centre of Excellence, trained 500 staff in process and continuous improvement to create a culture of innovation, and undertook five major projects to implement streamlined services for residents. • Conducted Emergency Operations Centre exercises. • Developed an Intergovernmental Relations Strategy. • Made significant improvements to the City’s business planning and financial planning processes to improve transparency, accountability and data-driven decision making. Reconciliation • Completed meetings between Council, local MP and MLAs, and Katzie (q̓ic̓əy̓) First Nation and Kwantlen (qʼʷa:n̓ ƛʼən̓) First Nation. Customer Service • Launched new City website. • Completed 2024 Citizen Survey. • Launched development of a customer experience framework to create standards, policies, guidelines, training and process improvements that will enhance customer experiences when engaging with the City.

Corporate Excellence and Resilience • Ensure the City maintains best practices for managing policies, records, and risk. • Implement the City’s business continuity program to ensure critical City services can operate effectively during emergencies. • Develop a new Learning and Development Framework to continually improve skills and capabilities of City staff. • Implement an Exempt Performance Management Framework. • Complete consolidation of fees and charges within the Maple Ridge Fees and Charges Bylaw No. 7575-2019 to improve transparency and maintain regular updates. • Create and implement a One City approach to setting of fees and charges to improve consistency across departments and maintain accessibility of city services while improving cost recovery. Reconciliation • Finalize and implement the Archaeological Protection, Preservation and Management Policy. • Complete and implement the City’s Indigenous Engagement and Protocol Framework in partnership with the Katzie (q̓ic̓əy̓) First Nation and Kwantlen (qʼʷa:n̓ ƛʼən̓) First Nation. Customer Service • Implement the Customer Experience Framework and complete training of staff to improve customer experience. • Implement new Voice of the Customer data collection to get real-time information on City services to drive continuous improvement.

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