Digital Strategy

Municipalities around the world are embracing the digital space and rethinking how they deliver services in a modern, fast-changing environment in order to meet the evolving needs and expectations of residents and customers.

The City of Pickering’s digital transformation journey reflects this global shift. It is a bold, long-term commitment that will improve how we serve residents and how we work together across departments, while supporting our vision of an inclusive, connected, caring, and prosperous city.

These efforts are guided by the City’s Digital Strategy, first developed in 2024. The Strategy establishes an organization-wide commitment, along with clear accountability and actions, to advance the City’s digital transformation. Through this work, the City is focused on providing accessible, trustworthy, and convenient digital services to support Pickering’s diverse and growing community, while maintaining strong privacy protections and robust cybersecurity measures.

 View the Digital Strategy and read Report CAO 01-24.

Where are we now?

The City is currently developing a new online service portal that will make it easier for residents to connect with the City and access services that matter most.

Through this portal, residents will be able to:

• 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.

The portal is being designed with input from staff and the community, with a strong focus on:

• accessibility
• ease of use
• supporting residents with varying levels of digital comfort

The City expects to launch the portal in 2027 (timelines subject to change).

Recent and Ongoing Projects

The City is advancing several projects that support the Digital Strategy and modernize how we operate as an organization. These initiatives focus on improving efficiency, strengthening cybersecurity, and enhancing the experience for residents and customers interacting with the City.

Microsoft Dynamics 365 – 2026

The City is upgrading its Customer Relationship Management (CRM) platform to improve how service requests are received, tracked, and managed across departments. This project is being implemented in phases.

The new system will create a centralized location for all customer information and service requests, allowing staff to better track inquiries, requests, and follow-ups across departments while supporting more modern workflows and service practices.

The platform will also support the future online customer service portal, providing residents with convenient self-serve options to access City services in one place.

SharePoint – 2025 to 2026

The City has modernized its internal document systems by moving department file drives to Microsoft SharePoint. This allows staff to securely access files from anywhere, collaborate on documents in real time, and reduce issues with outdated versions.

Refreshed Website – January 2025

The new pickering.ca delivers simplified navigation, a clean layout, improved site search, and stronger security and single sign-on for staff.

Technology Governance – 2025

The City introduced a new process to review and coordinate technology projects across departments. This ensures new systems meet strong standards for cybersecurity, privacy, and integration while supporting the City’s long-term digital goals.

Why this matters

Digital improvements will help the City:

• respond to service requests more efficiently
• make information easier to find
• improve communication with residents
• strengthen cybersecurity and data protection
• ensure services remain accessible as Pickering grows

Digital Strategy Background and 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 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.