Trust and Confidence Report

Roadmap to Ongoing Excellence

The City of Hamilton is committed to achieving and illustrating performance excellence in public service and continues to evolve corporate processes that enable the use of data to:

  • Make it easy for residents and businesses to access services in a modern way.
  • Understand what’s happening in the City.
  • Improve value for money in service delivery.
  • Use information to drive decisions.
  • Communicate the City’s performance.

Internal tools that have been introduced to support performance excellence include the introduction of:

  • Results Based Accountability, a disciplined way of thinking about performance.
  • Continuous Improvement methodologies, including Lean Six Sigma.

As part of the our commitment towards transparency, integrating data into decision making processes and regularly demonstrating results to our key stakeholders, we will continue to explore how to better merge performance reporting tools into other corporate performance related processes. Some of the City’s performance reporting tools includes:

Trust & Confidence Report

Launched in January 2018, the Trust & Confidence Report provides information on who we are as a community, what services we deliver and how well we are doing at it. In 2019, the report will continue to be refreshed and updated quarterly as new information becomes available.

Citizen Dashboard

Launched in December 2017, the Citizen Dashboard highlights services and related measures that would be of specific interest to the citizen. In 2019, the existing data will continue to be updated quarterly with new services added, after the current services are merged into Open Hamilton, the City’s new Open Data portal.

Our Citizen Survey

Our Citizen Survey is the first-ever standalone (not as part of a group of municipalities) comprehensive citizen satisfaction survey conducted by the City of Hamilton. Launched in early 2018, the purpose of the survey is to:

  • Understand the needs and perceptions of Hamiltonians.
  • Identify areas for improvement in City service delivery, quality of life and well-being.
  • Collect information data about satisfaction with City service delivery, to benchmark against ourselves.

The first Our Citizen Survey was undertaken in January 2018. The survey will be undertaken again in 2019 with a goal of establishing more detailed baseline information regarding ward level results. The survey will be undertaken every two years thereafter. 


Launched in October 2018, Open Hamilton is focused on improving the Open Data experience. The portal provides a solid foundation for the City to continue expanding the Open Data program.

Municipal Benchmarking Network Canada

Municipal Benchmarking Network Canada (MBNCanada), founded in 1998 as the Ontario Municipal CAO’s Benchmarking Initiative (OMBI), is a Canadian organization measuring performance in 36 municipal service areas, in 16 municipalities across six provinces. The City of Hamilton has been a member of MBNCanada (formerly OMBI) since 2003.

Through the publishing of an Annual Report, MBNCanada fosters and supports a culture of service excellence in municipal government. Partners have used data to support Council decisions, set policy, inform reviews, evaluate programs, support budget recommendations, identify trends, and develop data dashboards. Some municipalities make their data accessible to everyone through open data policies and programs.