Responsiveness & Transparency

Making services easier to access

Good service starts with being able to get the information or support you need. The City has expanded digital access and improved services so residents and businesses can complete more tasks in ways that work for them.

• The City launched my.hamilton.ca, providing a secure online portal where residents can access City services, submit requests and track their progress 24/7.
• Residents and businesses can apply for permits, licences and approvals through the new online Planning, Permitting, Licensing and By-law system, making it easier to submit applications and access these services online.
• Changes to the bulk pickup process reduced callbacks by 80%, helping reduce repeat contacts and making the process more efficient for residents and City staff.
• The City established a  Digital Accessibility Program to improve access to City information and services, helping make online experiences more usable for people with different accessibility needs.
• The City continues to strengthen its Continuous Improvement program to identify opportunities to simplify processes, reduce delays and improve the experience for residents and businesses.

These changes are making City services easier to access and use, giving residents and businesses more flexibility and helping them get the information and support they need.

Listening to the community

A city is shaped by the people who live, work and build their lives here. Their experiences, ideas and perspectives help shape the communities we share.

Across Hamilton, there are more opportunities for people to share their views, learn about initiatives and contribute to decisions and changes that affect their communities.

• Engage Hamilton has received more than 116,000 public contributions since its launch in June 2020, giving residents opportunities to share their ideas, provide feedback on City projects and policies.
• Community Engagement Hubs generated more than 700 interactions across 30 projects in 2025. In 2026, the number of engagement hubs more than doubled, creating more opportunities for residents to connect with the City about local initiatives.
• The City expanded public participation in budget planning through in-person and online engagement, giving residents more opportunities to share their priorities for how municipal tax dollars are invested.
• The City replaced 14 Volunteer Advisory Committees with a new Community Liaison Group model, changing how residents can engage with the City and contribute to local decision-making.
• The City expanded Indigenous engagement through project working groups, advisory tables and policy development, supporting relationship-building and helping bring Indigenous perspectives into policies and services.

These efforts create more opportunities for residents to share their perspectives and contribute to decisions that affect their communities.forts create more ways for residents to be heard, contribute their ideas and help shape the communities they call home.

Investing in the people who serve Hamilton

Behind every City service is a person. Employees answer questions, process applications, maintain infrastructure, deliver programs and respond when people need help.

Supporting the public service means giving employees the tools, training and workplace support they need to serve the community well.

• Employees and leaders developed 1,460 action plans following the Organizational Performance Survey, helping identify workplace improvements and strengthen the City's ability to serve residents and businesses.
• Employee attrition declined from 11.9% in 2022 to 8.3% in 2025, alongside the launch of a Recruitment and Retention Strategy. Retaining experienced employees helps the City maintain the knowledge and capacity needed to deliver services.
• The phased rollout of the four-module Inclusion, Diversity, Equity and Accessibility (IDEA) learning program is building staff knowledge and skills to foster a more inclusive workplace and improve how the City serves a diverse community.
• The City of Hamilton continued to be recognized as one of Hamilton-Niagara's Top Employers in 2026, supporting its ability to attract and retain the talent needed to deliver essential services.

Investing in the people who serve Hamilton helps maintain the skills, experience and capacity needed to provide reliable services to the community.

Building better systems for better service

The systems behind City services matter too. Modern technology, clear processes and good information help employees deliver services effectively and help the City plan for the infrastructure and resources communities rely on.

• Hamilton launched its first Digital Strategy and first Digital Standard, establishing a more consistent approach to digital services and helping improve the online experience for residents and businesses.
• The new Xplor registration portal modernizes access to recreation services through convenient self-serve tools that make it easier for residents to find, book and manage activities online.
• The City completed 22 Asset Management Plans outlining lifecycle costs, service expectations and climate risks across major infrastructure systems, helping inform decisions about maintaining and investing in infrastructure over time.
• Build Better is coordinating work to modernize City systems and improve service delivery.

These improvements help the City plan more effectively, make services easier to use and strengthen its ability to respond to the needs of a growing community.