Statement from Mayor Horwath regarding the Mayor's Task Force Recommendations

Hamilton, ON - The City of Hamilton is delivering meaningful progress on the recommendations from the Mayor’s Task Force on Transparency, Access and Accountability - and I’m proud to share some of the actions already making a difference for our community. 

We’re improving the customer experience and strengthening trust through a range of initiatives, including: 

• Customer Service Improvements: A new online system for recreation registration and facility booking, an upgraded phone system with estimated wait times, and a citywide Customer Experience Strategy to make every interaction more consistent and responsive. 
• Language Access: Expanded translation and interpretation supports in over 80 languages, along with built-in translation tools on the City’s website to make information more accessible to all residents. 
• Public Engagement: For the first time, the city hosted both in-person and virtual sessions for the 2026 budget process - giving residents more opportunities to share their input on City priorities.
• Transparency and Process Improvements: A redesigned performance dashboard to make City data clearer and easier to navigate, and pilot programs underway to improve the development approvals process. 
• Inclusion, Diversity, Equity and Accessibility (IDEA): Mandatory staff training in IDEA and Indigenous cultural competency, and annual Accessibility Awards celebrating those who champion accessibility and inclusion in Hamilton. 

These are just some of the steps forward as we continue building a city that listens, learns, and leads with transparency and accountability. 

My thanks to City staff across all departments for their dedication to this work - and to the members of the Mayor’s Task Force for your leadership and partnership in helping us move Hamilton forward.