Accountability & Transparency
Mayor’s Task Force on Transparency, Access and Accountability
Stay Informed
This page will be updated regularly with new reports, progress updates and tools that support transparency and accountability.
Residents are encouraged to check back often and explore how the City is working to build a more open, responsive and equitable Hamilton.
To view statements from Mayor Horwath or to submit a question, Residents can visit the www.hamilton.ca/Mayor.
Transparency in action: shaping a more accountable and accessible City
Recommended Actions and Strategic Focus
The Task Force was established in early 2024 to engage residents and community leaders in identifying ways to strengthen transparency, accessibility and accountability across the City’s operations. Their consultation report included 27 recommended actions across five key areas:
- Digital Transformation: Improve access to City information through website enhancements and digitization of public records.
- Communications: Strengthen communication practices with plain language, translation services and proactive outreach.
- Equity: Embed equity principles into City operations and decision-making.
- Professional Development: Provide ongoing training to staff on technology, equity and service delivery.
- Accountability: Establish new reporting mechanisms and benchmarks to measure progress.
These five areas are aligned with a broader strategic direction focused on continuous improvement and inclusive governance.
The City has made significant progress in alignment with the Task Force’s recommended actions.
Workplan Alignment Overview
Work is categorized into three areas:
- Completed Initiatives: Several recommended actions have already been fulfilled
- Work Underway: Key initiatives are actively being developed or expanded
- Next Steps: Some recommended actions require further Council direction and planning
Progress Highlights
- Customer Service Standards: An Enterprise Customer Experience Strategy is currently in development which will increase public satisfaction by standardizing and elevating our interactions with customers.
- Translation Services: The City offers interpretation in over 80 languages and has built translation functionality into its website. All divisions have access to professional translation services to support inclusive communication.
- Digital Engagement: The City’s public engagement portal, engage.hamilton.ca, allows residents to follow projects, provide feedback and access updates. A review of the platform is planned to explore enhanced public reporting.
- Equity and Inclusion: Mandatory IDEA (Inclusion, Diversity, Equity and Accessibility) training is in place for all staff. Over 6,000 employees have completed modules focused on bias awareness, anti-racism and cultural competency. Indigenous cultural competency training is mandatory for all people leaders and is being rolled out to staff city wide. The Indigenous Relations Division offers educational opportunities around the Indigenous Days of Significance.
- Transparency Tools: The City Dashboard is being redesigned to improve usability and provide residents with a clearer view of how the City is performing. Staff are working across departments to build a connected dashboarding system that supports long-term transparency.
Progress Updates
Progress Updates Chart Data:
Communications- 3 complete, 6 in progress
Professional Development - 2 complete, 2 in progress, 1 under review
Equity - 2 complete, 3 in progress
Digital Transformation - 3 complete
Action on Accountability - 2 complete, 1 on hold, 2 under review
Implementation Timelines
Implementation Timelines Chart Data:
Short-term - 2 in progress, 1 under review
Medium-term - 12 in progress, 1 on hold
Long-term - 1 in progress
Ongoing - 7 complete, 1 in progress
To be determined - 2 under review
These actions reflect the City’s commitment to modernization, equity and improving access to information.
- Mayor’s Task Force Consultation Report
- Management Update on Mayor’s Task Force Recommendations
- Public Engagement Portal, visit engage.hamilton.ca
Media Releases
- November 7, 2024: Mayor’s Task Force on Transparency, Access and Accountability Invites Hamiltonians to Provide Feedback
- October 3, 2023: Co-chairs named for Mayor’s Task Force
Commitment to Transparency and Public Trust
The City of Hamilton remains deeply appreciative of the Mayor’s Task Force for their dedication and the comprehensive report they delivered. Their work laid a strong foundation for our progress towards a more transparent and inclusive City and continues to influence positive change across our community.
We acknowledge the concerns raised by residents and understand that trust must be earned through transparency, accountability and consistent service delivery. The City is committed to continuous improvement and will continue to use the Task Force’s report to guide future actions.
About the Task Force
The Mayor’s Task Force on Transparency, Access and Accountability (Task Force) was established in early 2024 by the Mayor to evaluate and improve the City of Hamilton’s processes regarding public engagement, transparency, and decision-making. Its purpose was to consult with a wide range of community partners, including residents, city staff, elected officials, and community groups, to gather feedback on how the city can improve its communication, accessibility, and accountability.
The Task Force was made up of community members, subject matter experts and civic leaders selected for their diverse perspectives and commitment to public service. Their work was supported by Enterprise Canada and the Social Planning and Research Council of Hamilton and built on previous engagement efforts including the 2022 Reimagining Public Participation initiative.
Mandate and Mission
The Task Force’s mission was to:
- Engage the community in meaningful dialogue
- Identify barriers to transparency and access
- Recommend practical and impactful solutions
- Support a culture of accountability across City services
This work was guided by a commitment to public trust, equity and continuous improvement.
Task Force Members
Members of the Task Force were selected based on their experience, community involvement and dedication to civic engagement. Mayor Andrea Horwath named Joanne Santucci and Mark John Stewart as co-chairs of the Task Force.
- Joanne Santucci: Founder and past CEO of Hamilton Food Share, Santucci has more than 30 years of experience addressing hunger and poverty. She helped establish Hamilton’s Emergency Food Network and develop standards for local emergency food programs.
- Mark John Stewart: Managing Director of Wentworth Strategy Group and Chair of the Board of Directors of the Bay Area Health Trust, Stewart also teaches Strategic Management at McMaster University. His expertise is focused on strategy, governance and leadership, and he is a longtime advisor to local charity Empowerment Squared.
Consultation and Community Engagement
The Task Force was mandated to conduct a comprehensive consultation process followed by submitting a report on the results of the consultation which included:
- Community surveys
- Stakeholder interviews
- Public engagement sessions
- Review of previous consultation findings
The feedback gathered helped shape the final report and its 27 recommended actions.
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