The Director of Information Technology Services provided an introduction to the presentation which outlined the background of the Town's service review and the need to incorporate technological improvements.
Jaiman Chin, Engagement Lead for Strategy Corp. provided a presentation which included a background of the Town's administrative and service delivery review and the development of a digital transformation strategy. He provided an overview of the scope and timeline for the project, an explanation of what digital transformation is and the key considerations in its execution. The presentation concluded with a list of discussion questions for Council regarding a digital transformation strategy.
Members of Council discussed digital methods for gathering concerns from residents, additional improvements to the Town website, improved search engine performance on the website, a self-serve tracking system for residents' inquiries, and a system to track frequently asked questions. Members discussed potential barriers for residents who may not be able to use technology improvements or are reluctant to use them for certain services.