2025 Annual Report-final June 4

Strategic Priority: Governance & Corporate Excellence

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. Corporate Excellence and Resilience • Delivered continuous improvement initiatives through the Centre of Excellence, generating up to $167,000 in savings in 2025, with many of these efficiency and service improvements expected to deliver recurring annual savings. • Delivered training to all staff in process improvement tools and techniques, and launched project management and change management training to enable a culture of continuous improvement and innovation. • Updated 75% of all City policies to ensure responsiveness to changing conditions. • Developed an Intergovernmental Relations Strategy. • Reviewed and consolidated City fees and charges into a single bylaw for improved clarity, transparency, and modernization of fee structures and rates. Reconciliation • Signed Capacity and Guardian Agreements and standardized a referral process for consultation with Katzie (q̓ic̓əy̓) First Nation. • Initiated development of an Indigenous Relations Strategy. Customer Service • Completed a 2025 Community Survey to determine residents’ priorities and inform business planning and development of the budget. • Completed a customer experience framework to improve 2025 Activities

2026 Goals

Corporate Excellence and Resilience • Implement an Enterprise Risk Management Framework to improve risk management practices across departments. • Develop an Intergovernmental Relations Advocacy Plan to ensure Maple Ridge gets its fair share of investment from other levels of government for necessary programs and infrastructure. • Create a Fees and Charges policy for Council adoption to improve consistency in setting fees across departments. • Expand services that foster innovation through the Continuous Improvement Centre of Excellence to improve service delivery across the City. Reconciliation • Finalize and implement the Archaeological Protection, Preservation and Management Policy and Implementation Framework. • Complete development of an Indigenous Relations Strategy. Customer Service • Complete training of staff to improve customer experience. • Complete implementation of Voice of the Customer data collection to get real-time feedback from customers on City services to drive continuous improvement.

the service delivery across City departments. • Initiated work on a Voice of the Customer data collection program.

City of Maple Ridge - 2025 Annual Report | 19