Milton board approves digital strategy to improve online services


By Lucy Mazzucco

Published on September 14, 2022 at 2:33 p.m.

At a September 12 meeting, Milton Council approved the city’s first digital strategy.

As the community of Milton continues to grow and mature as the fastest growing municipality in the province and one of the fastest in Canada, the city must ensure that future investments in technology platforms are made in a way that improves customer service and responds to requests from the community.

According to the meeting agenda, the creation of a digital strategy has been identified as a key priority in the Council staff work plan 2020-2023.

The Milton Council staff work plan is a guide to how the town will continue to adapt to future growth while ensuring the financial viability of the organization and the community, and the digital strategy will focus on resources and technology investments over the next few years.

In August 2021, staff retained the services of Blackline Consulting to support the development of a new information technology strategic plan for Milton.

As a result, a strategy development process has begun, focusing on data collection, surveys and interviews with staff, management and Council members to ensure the City’s digital future is focused on improving customer service across the organization.

The digital strategy includes five themes that all aim to improve the City’s digital maturity and capabilities.

They include a series of initiatives along with criteria for measuring success and the overall net positive impact on the city as each is implemented.

According to the agenda, the initial implementation of the digital strategy will occur within the existing division’s budget.

Any future financial impact, which includes service level adjustments or increases in resource requirements, will be presented to the Board as part of the annual budget process.

In addition, staff will continue to leverage other available funding sources to supplement the approved operating budget.

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