Digital Strategy

The City has developed its first Digital Strategy, which establishes an organization-wide commitment and clear accountability and actions to pave the way for the City’s digital transformation efforts. The City is committed to providing accessible, trustworthy, and convenient digital services to support Pickering’s diverse population and growth, while ensuring continuous and robust privacy and security measures. View the Digital Strategy and read Report CAO 01-24.

As part of the Strategy, the City launched a refreshed website in January 2025.

The website refresh focuses on improving user experience and simplifying access to online services for residents, businesses, and visitors. It also incorporates updated content, a dynamic new design, and advanced web technologies for optimal performance, usability, and searchability across all devices.

Project Highlights:

• Streamlined Navigation: Reorganized menus and content structures, informed by user feedback and analytics, ensure quicker access to the most popular and essential information.
• De-cluttered Interface: A cleaner design with reduced content and increased white space enhances readability and overall user experience.
• Enhanced Search Functionality: A new Google Site Search tool improves accuracy and relevance, making it easier to find information.
• Modern Homepage Features: New tools and visual elements, including video banners and intuitive icon sets, elevate content presentation and user engagement.
• Improved Security and Efficiency: Secure single sign-on (SSO) for staff and advanced tools for content management provide a robust foundation for future digital improvements.

Upcoming Digital Transformation Efforts

• A Citizen Relationship Management (CRM) platform for improved resident engagement.
• Expanded eCommerce capabilities for streamlined online transactions.
• A Work Order Management System to address resident service requests efficiently.
• Multi-channel communication solutions, including live chat support.

Recommendations

MNP’s recommendations follow a Municipal Technology and Innovation Framework, which uses leading practices for leveraging modern technology to continuously improve municipal services.

The three main focus areas are:

1. Digital Transformation – This involves replacing manual processes with digital processes or replacing older digital technology with newer digital technology.
2. Technology Governance – This involves organizational change management of how technology is selected, managed and maintained.
3. Data and Analytics – This involves data architecture, privacy and cyber security.

Project Timeline & Important Documents

• September 6, 2022: Council approves proposal submitted by MNP Digital Inc. dated April 13, 2022 in response to RFP 2022-2, regarding the selection of a consultant to provide a Corporate Digital Readiness Assessment and Strategy (Read Report CAO 14-22)
• February 5, 2024: Staff present Digital Strategy to Executive Committee (Read Report CAO 01-24)
• February 26, 2024: Staff to present the Digital Strategy at the Council Meeting. Read Report CAO 01-24

Relationship to the Pickering Strategic Plan

The recommendations in this report respond to the Pickering Strategic Plan Priorities of Advance Innovation & Responsible Planning to Support a Connected, Well-Serviced Community - with a strategic focus on promoting community connectivity and accessibility; and Foster an Engaged & Informed Community – with a strategic focus on making information and services readily accessible and available to all community members. It also supports the Corporate Key of Good Governance/Customer Service Excellence, with a strategic focus on promoting the organizational efficiency and effectiveness, along with exceptional customer service.