Our services: Ready, resilient and resourceful
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A disciplined, responsible and measured approach to COVID-19
Although COVID-19 has changed how people live, interact and work, it hasn’t altered the City of Vaughan’s commitment to delivering Service Excellence. With a disciplined, responsible and measured approach to implement precautionary measures to protect citizens and staff from the virus, essential services have continued uninterrupted, including fire and emergency response, waste collection, water/wastewater services, by-law and enforcement services and the Access Vaughan contact centre, among others. Where adjustments needed to be made, virtual programs were introduced – through online, teleconference or modified in-person methods – offering a safe, efficient and streamlined experience for residents and businesses.
Although COVID-19 has changed how people live, interact and work, it hasn’t altered the City of Vaughan’s commitment to delivering Service Excellence. With a disciplined, responsible and measured approach to implement precautionary measures to protect citizens and staff from the virus, essential services have continued uninterrupted, including fire and emergency response, waste collection, water/wastewater services, by-law and enforcement services and the Access Vaughan contact centre, among others. Where adjustments needed to be made, virtual programs were introduced – through online, teleconference or modified in-person methods – offering a safe, efficient and streamlined experience for residents and businesses.
Throughout the global pandemic, Vaughan has been guided by three core values – readiness, resiliency and resourcefulness – which continue to shape ongoing response efforts. During a recent meeting of the City's Ready, Resilient and Resourceful (RRR) Committee of Council, one of the focuses was on “our services.”
Here are highlights on City services and programs by department.
Administrative Services and City Solicitor:
- By the end of October, there will have been 53 electronic-participation Council and Committee meetings and 30 electronic meetings for Committee of Adjustment, Task Forces, Sub Committees and Advisory Committees will have occurred. The Procedure By-law has been amended to make electronic meetings a permanent option.
- Live public participation in the form of digital speaking opportunities has been developed via teleconference, telephone or written communication. Enhancing the virtual citizen experience for Committee and Council meetings continues to be explored.
- Curbside marriage licences have been issued during the closure of Vaughan City Hall – approximately 194 to date.
City Manager’s Office
- The Economic and Cultural Development (ECD) department is helping businesses adapt through assistance with navigating available provincial and federal programs, direct coaching through business advisory services and training programs, and through the City’s corporate calling programs. To date, ECD has had more than 3,000 significant interactions with businesses through these channels.
- Digital Boost, a dedicated training program, has helped hundreds of main street businesses adopt digital technology to help access customers and manage their supply chains
- ECD has delivered premier cultural events like the Vaughan InSpirit Festival and Vaughan Culture Days completely virtually to thousands of participants.
- vaughanbusiness.ca/COVID continues to be the go-to place for local businesses to get the latest information on support programs to help navigate business owners through the COVID-19 pandemic. The database has been visited more than 27,000 times.
Community Services:
- Access Vaughan, the City’s contact centre, continues to respond to public questions, concerns and inquiries. Since the start of the pandemic, the team has received a high volume of inquiries – more than 111,000 – and has achieved a 71 per cent on-the-spot resolution rate.
- By-law officers continue to patrol and respond to calls on a priority basis. The department has also introduced temporary by-laws to aid local businesses, including the ability to expand or establish outdoor patios and offering a deferral on licence renewals. Several services have also transitioned online, such as ticket disputes and payments. Animal Services officers continue to serve through regular patrols and calls as well. The priority remains public safety.
- Recreation Services continues to implement virtual programming, including fall recreation classes, virtual Concerts in the Park, online fitness classes and virtual Halloween activities. Due to the Province’s modified Stage 2 restrictions, Vaughan Fitness Centres have had to close for at least 28 days. Swimming pools remain open for recreational and length swimming, and aquafitness and arenas remain open by permit only.
- Vaughan Fire and Rescue Service (VFRS) has distributed more than 1,500 COVID-19 safety kits to vulnerable community members. Alerts from several utility and environmental stakeholders continue to be monitored, a critical infrastructure review is underway, and training for more than 200 members on the emergency management team is also planned to occur in the months ahead. VFRS continues to monitor and procure personal protective equipment.
Corporate Services:
- The main focus of Vaughan’s Human Resource team is on key responses related to communications, labour relations, safety, alternative work arrangements, recruitment and workforce adjustments.
- IT Services continues to monitor the corporation’s infrastructure bandwidth and works to increase thresholds to support the more than 1,300 employees working remotely.
- Online permit options continue to be added to the City’s permitting portal. To date, 76 contracts – valued at $38.3 million – have been successfully awarded to ensure delivery of Council’s priority projects and urgent operational requirements.
- Financial services, planning and development teams continue to lobby other levels of government for financial support. Various resident and business financial relief supports continue to be implemented.
- There will be a continued focus on managing the timing of non-essential capital project spending through the balance of 2020 and into 2021. The 2021 Budget cycle is well underway and being approached with a mindset geared towards conservatism, flexibility and sustainability. All initiatives are being prioritized prudently with a focus on legislated deliverables, business continuity and service-level stabilization.
Infrastructure Development:
- City-building continues with advanced infrastructure, construction and critical projects underway, such as North Maple Regional Park, Carville Community Centre, Library and District Park, Clark Avenue bike paths, Vaughan Transportation Master Plan, Land Acquisition Strategy, LED Streetlight Retrofit Program and Integrated Urban Water Master Plan.
- Increased cleaning and disinfecting processes have been implemented to ensure the continued health and safety of all workers at City facilities.
- While several City facilities remain closed to the public, renovations, upgrades, renewals and repairs are being co-ordinated and executed during this time of reduced occupancy. This will result in fewer disruptions for citizens when the facilities fully reopen.
Planning and Growth Management:
- Innovative and digital solutions to deliver services and plans continue to be enhanced. In total, 143 applications and 1,835 permits valued at more than $591 million have been issued.
- There are several projects underway that will guide development for intensification areas, including the Vaughan Mills Centre and the Yonge Steeles Corridor, focusing on safety, active transportation and sustainability.
- Residents continue to be engaged in land use studies to guide the development of transit-supportive communities.
- Further upgrades to electronic applications and submissions, virtual public engagement strategies and online consultations continue to be explored and implemented.
- A new digital permitting portal was launched, enabling citizens and building industry professionals to apply, track and pay for permits online. It is available at vaughan.ca/PermitPortal.
Public Works:
- Waste collection services have expanded, including adding services, introducing virtual resources and more. In total, 2,900 new waste and recycling bins have been delivered to residents’ homes as part of the temporary bin exchange program. Environmental Services is considering implementing the bin exchange program permanently in response to its overwhelming success.
- A QR Code pilot program was also implemented to increase responsiveness to litter/dumping concerns in five parks throughout Vaughan.
- Park amenities have reopened under strict provincial and regional health and safety measures.
- Additional street-sweeper rotations removed more than 10,520 tons of dust, dirt and debris from City streets.
- A horticulture sponsorship program called Grow With Vaughan has also launched. It aims to provide support to the small business community through cost-effective, highly visible partnership opportunities. Grow with Vaughan incorporates environmental stewardship into the City’s social and economic initiatives, while encouraging economic prosperity, investment and social capital through sponsorship opportunities for the business community.
Vaughan Public Libraries (VPL):
- Three resource libraries, Bathurst Clark Resource Library, Civic Centre Resource Library and Pierre Berton Resource Library, are open under strict health and safety measures.
- While all other library facilities remain closed, 66,485 items were borrowed through the curbside pickup program. VPL was the first in Ontario to launch a program of this nature, and late fees and fines have been eliminated.
- A wide range of virtual programming, resources, engagement and contests continue to enhance services.
- VPL will continue to innovate to create an even more robust library system. At the same time, the digital shift and automation required by VPL’s COVID-19 response has identified areas where long-lasting improvements can be made.
The mandate of the RRR Committee of Council is to report on the City’s ongoing response efforts to the global COVID-19 pandemic. At the second RRR committee meeting on Sept. 29, discussions focused on updates and actions taken by City staff in the following categories: our people, our places, our services, our finances, our economy and our communications. Next week, the City will share additional information about “our finances.”
QUOTE
“It has been more than seven months since Vaughan became the first city in Ontario to declare a state of emergency. From the beginning, our priority has been the health and safety of everyone who lives and works in Vaughan. We took immediate action to protect our community from the virus while ensuring the continued delivery of programs and essential services. I would like to express my appreciation to all members of our administration for their unwavering commitment to provide Service Excellence to Vaughan’s citizens, businesses and visitors as we continue to respond to the global pandemic. Since the onset of COVID-19, each City department has adapted, evolved and transformed, collectively developing more than 160 innovations and process improvements to ensure our high-quality programs and services continue uninterrupted. This experience has taught us that by being flexible, alert and innovative, success can be achieved in the fight against COVID-19.”
- Mayor Maurizio Bevilacqua
QUICK FACTS
- On March 17, Vaughan became the first city in Ontario and the first municipality in York Region to declare a state of emergency.
- Unanimously endorsed by Council during the May 27 Council Meeting, the mandate of the RRR Committee is to report on the City’s ongoing COVID-19 response efforts and plan for Vaughan’s post-pandemic future. The RRR Committee continues to work closely with members of Vaughan’s administration to identify immediate and long-term impacts of this global pandemic on City business and plan for its continued success.
- Throughout the pandemic, the City of Vaughan has ensured quality services are delivered for families, businesses and all citizens. The priority remains the health, safety and well-being of everyone that lives and works in the community.
- Vaughan continues to take a disciplined, responsible and measured approach to reopening the city. As some restrictions are lifted, other precautionary measures remain in place to protect everyone in the community from further transmission of COVID-19. Visit vaughan.ca/ReopeningVaughan for more information on ongoing services, recent reopenings, continued closures and programs that have been impacted by the virus.
- Those who feel unwell, and believe they have symptoms related to COVID-19, should contact York Region Public Health at 1-800-361-5653 or Telehealth Ontario at 1-866-797-0000. For additional information and resources on COVID-19, including physical distancing tips and advice from Public Health officials, visit York Region's website at york.ca/COVID19.
LEARN MORE
- City of Vaughan COVID-19 webpage
- Vaughan moves into a modified Stage 2: Oct. 16 news release
- Ready, Resilient and Resourceful: Oct. 5 news release
- Our people: Oct. 13 news release
- Our places: Oct. 20 news release
- Ready, Resilient and Resourceful Committee: Sept. 29 staff report
- Ready, Resilient and Resourceful Committee: Sept. 29 meeting agenda
- Ready. Resilient. Resourceful: Sept. 29 presentation
- Mayor Bevilacqua establishes Ready, Resilient and Resourceful Committee: May 17 statement
- Mayor Bevilacqua launches the new Ready, Resilient and Resourceful Committee: June 23 statement
- Mayor Bevilacqua calls for a City of Vaughan 0% tax increase for 2021: Oct. 14 statement
- York Region COVID-19 webpage
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