| The Transition from Mitel Phone to Microsoft Teams Voice - 2026 | The City aims to complete the migration of all phone lines to Microsoft Teams Voice before the end of 2025. |
| Technology Governance - 2025 | There’s a new way to propose, review, and launch tech projects. The coordinated approval process means stronger cybersecurity, data privacy, and system integration Involvement from IT, Finance, and Clerks. |
| SharePoint - 2025 | J-drives are moving to Microsoft SharePoint. Access department files from anywhere, collaborate on documents in real time, and stop worrying about version control or outdated folders. |
| Website Refresh - 2025 | The new pickering.ca delivers simplified navigation, a clean layout, improved site search, and stronger security and single sign-on for staff. |
Shaping Pickering’s Digital Future
Municipalities are rethinking how they deliver services in a modern, fast-changing world.
Guided by our Digital Strategy, the City is introducing new digital tools and processes that will help staff work more efficiently, collaborate more easily, and provide a more connected experience for residents.
This work is not just about technology. It is about improving how we work, how information moves across the organization, and how residents interact with City services.
Our Why
Pickering’s Mission is to provide meaningful municipal services to Pickering’s growing and diverse community, efficiently, effectively and responsibly.
It is our commitment to staff, and to the customers we serve, outlined in our Corporate Strategic Plan: “Develop and implement a digital strategy to improve the delivery of City services to the community.”
Where we are now! Microsoft Dynamics 365 – 2026/2027
This modern platform will transform how we manage customer interactions and work across departments.
1. Customer Relationship Management System
Launched with the Customer Care Centre in August 2026
Customer Care was the first team to begin using Microsoft Dynamics 365 to manage resident information and interactions in one place. The system helps staff capture details more consistently, see previous interactions, and create a clearer history of each resident’s contact with the City.
“The call summary has already made a big difference. When we are assisting a resident, the system can capture and summarize the conversation and save that information to the resident’s profile. This gives the next Customer Care staff member helpful context about what was previously discussed and helps provide continuity for the resident.
It is also helpful when preparing emails and service requests because we can use the summary to capture important details instead of relying entirely on handwritten notes. Once a resident is saved as a contact, their name, phone number and address also appear when they call, which makes gathering information much more seamless.”
Customer Care staff member, three weeks following launch
2. Case Management (August/September 2026)
The next step will bring more City teams into Microsoft Dynamics 365. Staff will use the system to receive, assign, track, and manage customer service requests and cases across departments.
This will help improve hand-offs between teams across different departments, reduce duplication, and give staff a clearer view of what is happening with a request from start to finish.
3. Public Resident Portal (2027)
The resident-facing portal will connect to the same system and give residents another way to interact with the City online.
Through this portal, residents will be able to:
- Log in with a personalized profile
- Submit service requests
- Track the status of requests
- View past requests and service history
- Connect with the City anytime, from anywhere
The portal will complement existing in-person and phone services, ensuring residents can continue to access City services in the way that works best for them.
Staff Resources
Past Digital Transformation and Workplace Modernization Projects
As Pickering’s population expands and our community evolves, so do the expectations of those we serve. Residents today want convenience, transparency, and real-time access to information. To keep pace, the City must continue to innovate, adopting modern tools and processes that allow us to deliver services more efficiently and proactively.
Cities everywhere are modernizing how they work so they can deliver faster, simpler, more secure services at lower cost.
For Pickering, that means improving:
- Aging systems and manual processes that are slowing us down
- Cybersecurity and privacy obligations
- Accessibility, inclusion, and transparency expectations to stay reliable, resilient, and resident-focused
In effect, this transformation supports our shared vision of an inclusive, connected, caring, and prosperous city, helping us “Deliver on Good Governance – Customer Service Excellence.”
Clear outcomes that staff and residents feel every day. Examples of how we will measure our success:
- Improved request turnaround times and first-contact resolution
- Fewer handoffs and identification of duplication across departments
- Feedback and satisfaction scores from residents and staff
- Resident use of online self-serve transactions
- Stronger security posture and data retention policies
- Systems and Tools: a modern CRM (Customer Relationship Management), better document collaboration, and streamlined workflows
- Processes: fewer workarounds and clearer handoffs
- Information: a single, shared view of resident interactions across departments
- Attitude and mindset: adoption of critical behaviours to make the change successful. You will have more clarity, less rework, and better support to do the work that matters.
The transition to Microsoft Dynamics at the City of Pickering will not require employees to learn entirely new skills but rather to apply their existing knowledge in a modern, integrated system. Staff will continue performing familiar tasks such as data entry, reporting, and communication within a unified Microsoft 365 environment. The main focus will be on adapting to the new interface and workflows, improving efficiency through automation, and maintaining data accuracy. Overall, Dynamics will simplify processes and enhance collaboration without significantly changing the core skills employees already use in their daily work.
- Microsoft Dynamics 365 CRM in phases starting 2026
- SharePoint for file collaboration and version control
- Pickering.ca refresh launched January 2025, with improved navigation and search
- Communications platform update under review to replace aging telephone and improve voice, chat, and meetings integration with Microsoft 365
- Transition from Mitel Phone to Microsoft Teams Voice
Note: Each rollout will include training, timelines, and change impacts.
- Change fatigue and adoption risk – addressed with phased rollouts, champions, and just-in-time support
- Data quality risk – addressed with data standards, training, and stewardship
- Cyber and privacy risk – addressed with security controls, access management, and audits
- Capacity risk – addressed with realistic timelines and clear prioritization via technology governance
Through the City’s Technology Governance Framework. Ideas go through a stage-gate (e.g. Idea, Business Case, Planning, Implementation, Monitor and Control and Launch) review that checks alignment with strategy, privacy, security, accessibility, cost, and integration. This avoids duplication and ensures value.
An elevator pitch is a short, plain-language explanation of a project that can be delivered in about 30 seconds. It should quickly explain what we’re doing, why it matters, and what it means for the audience.
Use this as a starting point. Adapt the wording to your own voice and audience while keeping the key messages consistent.
Longer version (Email, meetings or presentations)
We’re building a new digital service experience that will make it easier for residents, businesses and staff to interact with the City.
For staff, it will bring customer service information into one place, giving departments a clearer, shared view of service requests, their history and current status. It will also improve data and reporting and reduce some of the manual processes that slow work down.
For customers, it will provide more convenient ways to connect with the City, including the ability to create a profile, submit and track requests, and view updates online.
This is not just a technology project. Its success depends on staff being open to change and adopting new ways of working. Together, we’re building a simpler, more connected and modern approach to service.
Short version (Verbal elevator pitch)
We’re creating one digital space that gives staff a single view of customer information and service requests. It will help teams stay aligned, see the history and status of requests, and reduce manual steps and duplication.
See the digital version of our staff postcard. You may share this via email or send to the print room should you require hard copies.
|
Benefits of Digital Transformation
Digital transformation happens at the intersection of people, processes, and technology. Technology gives us new capabilities, but it cannot transform service on its own. We also need to rethink and improve the processes behind our services and support staff as roles, workflows, and ways of working evolve. When people are equipped for change, processes are designed with purpose, and technology supports both, we can create lasting improvements in how we work and how the community experiences City services.
- Increased operational efficiency results in a more streamlined and efficient citizen experience.
- Enhances the ability to meet the needs of the community and increase accessibility from a digital lens.
- Enables the City to match the pace of community growth through digital tools and processes.
- Fosters digital connections and engagement within the community.
CAO Message
This message was originally shared by CAO Marisa Carpino with all staff to introduce the City’s Digital Transformation journey and the broader vision for modernization.
Since then, the Digital Transformation project team has continued to engage with impacted staff and service areas through ongoing communications, training, change management and implementation support.
Directors and leaders are encouraged to use or adapt this message, where appropriate, to help reinforce key themes and provide context when communicating with their teams.
Many of you have been part of the modernization projects that continue to roll out across the corporation. Together, we’re building a smarter, more connected City – and Microsoft Dynamics 365 will be at the heart of that transformation.
This new platform will bring all resident service requests, interactions, and updates into one secure system – giving staff a complete picture of how we’re serving the community, and giving residents the ability to submit, track, and manage their requests anytime, anywhere. Think of it as a modern, connected platform for how we engage and serve our customers – simple, transparent, and accessible.
For staff, Dynamics will replace outdated systems, reduce manual steps, and make collaboration across departments easier than ever. For residents, it means faster service, clearer communication, and 24/7 access to their information on their terms.
This marks the next major step in our Digital Transformation Journey – modernizing how we work, share information, and serve our community.
View my video message.
In the coming days, we will be launching a staff info hub where you can check back often for project updates, real stories of digital and customer experience wins across departments, quick tips and tools, and behind-the-scenes features with key project ambassadors.
Stay tuned for more and please reach out to our Digital Services staff for any questions or feedback along the way:
Project Contact
Anthony Jagdeo
Senior Project Manager, Digital Services