COQUITLAM, B.C., Feb. 6, 2023 – Coquitlam’s continuous efforts to improve technology and streamline business processes is making City services more efficient and easier for the public to access.
This work stems from areas identified by the Business Improvement Committee, which formed in 2010 to look for ways to enhance service delivery with a focus on user-friendly, efficient and effective processes.
The initial mandate has since evolved into one of continuous improvement by making changes to regulations, policies or procedures that improve the efficiency of City operations, and ultimately, the quality of customer service.
More than 100 Improvements Achieved
For the past two years, the City’s focus has been on implementing technology solutions to automate City services for staff and the public. In 2022, there were 103 improvements completed to both customer service and internal processes, including:
- Installing a new ‘in-creek’ real-time water quality monitoring equipment and software to measure creek health and provide alerts for follow-up
- Improving the public interface for annual RCMP statistics
- Modernizing the City’s Block Watch program
- Completing an assessment of the City’s budget systems
- Upgrading the SCADA, the system that monitors and controls water and waste management, to increase functionality
- Beginning a replacement of the City’s aging telephone infrastructure with new phone technology to support improved collaboration, service integrations and operational efficiencies
More Business Improvements Planned for 2023
Work plan items that the City will pursue in 2023 include:
- Expansion of online payment options to allow credit card payments for property taxes and building/plumbing permits
- A pilot with new phone technology that will expand virtual services to the public
- Conducting an assessment on the City’s data resources and explore ways to improve the use of data
Media contact:
Graham Stuart
Director, Corporate Planning
604-927-3918
gstuart@coquitlam.ca