Build Better: Strengthening Services & Systems

Building a Stronger, More Resilient Hamilton

In February 2024, the City of Hamilton experienced a cybersecurity incident that disrupted services and exposed gaps in systems, governance and incident readiness.

Since that time, the City has taken responsibility and targeted action to address these gaps — strengthening systems, improving oversight and modernizing how services are delivered.

Today, City services are more secure, reliable and resilient, with improvements underway across technology, operations and customer experience.

This work is being advanced through a portfolio of 21 projects focused on rebuilding systems, improving access to services and strengthening the City’s ability to respond to future risks.

Building Back Better: Strengthening Services and Systems

The City is advancing a coordinated program to modernize systems, strengthen infrastructure and improve service delivery.

This includes:

• Strengthening incident response and capability
  Enhancing the ability to detect, respond to and recover from cyber incidents through improved tools, processes and expertise.

• Improving governance and oversight
  Establishing clearer structures and stronger oversight to support decision-making and accountability.

• Advancing risk management and controls
  Strengthening controls, updating policies and aligning with insurance and compliance requirements.

• Enhancing leadership and organizational structure
  Clarifying roles and strengthening cybersecurity leadership to support a coordinated approach.

• Continuing modernization and service improvement
  Investing in systems and technology to improve reliability, access and the customer experience.

Progress Snapshot

Progress is advancing across the City as we continue to strengthen systems, improve and modernize services, and modernize how we serve Hamiltonians. This work is being delivered through the City’s Build Back Better plan, which focuses on long-term improvements to service delivery, reliability and customer experience.

The City’s Enterprise Portfolio Management work involves overseeing 21 projects, which focus on rebuilding and modernizing applications, accelerating planned projects and replacing end-of-life applications. This work is focused on improving the customer experience and making City services and information more accessible to residents. Progress reports are being provided to the General Issues Committee on a regular basis as this work continues.

Summary of progress (as of December 2025): 

• Five projects have been completed;

• Ten projects are in the execution phase;

• Five projects are in the planning phase;

• $16.4M of $30.4M in 2025 funding has been spent or committed;

• 95% of projects are beyond the initiation phase; and

• 12 projects are on schedule, while four are tracking behind expected progress primarily due to competing resource pressures and interdependencies.

An update was provided to Council on November 12, 2025 to the General Issues Committee through Report CM25007(a), with additional updates to Council provided regularly as this work progresses.

These changes will improve our resilience, efficiency and service delivery now and into the future, with benefits for residents, staff and operations.

Our Progress and Accountability

The City has consistently communicated since the February 2024 cybersecurity incident, providing updates on system improvements, transformation work and ongoing progress.

These updates, including Council reports, media releases and public materials, are available below in the Resources section and demonstrate the City’s commitment to transparency and ongoing communication.

Supporting Information

Protecting Your Information
Independent review has confirmed that no personal or health information was compromised as a result of the cybersecurity incident.

Ongoing Investigation
The investigation remains active and is being led by the Hamilton Police Service, with support from provincial and federal partners.

Costs and Recovery
Responding to and recovering from this incident has cost approximately $18.3 million through June 2025. A multi-year funding approach is in place to manage these costs responsibly and reduce long-term impacts on taxpayers.

A Stronger Foundation for the Future

The City of Hamilton is continuing to strengthen how it delivers services, with more modern systems, clearer oversight and improved reliability.

This work reflects a stronger organization today, with a continued focus on improvement, accountability and delivering reliable, high-quality services for residents.

Resources

Key reports and updates related to the incident: