Waterloo Council Meeting: Laurier Impact, Service Portal, and Laurel Creek Lands

Waterloo council heard a presentation from Wilfrid Laurier University on its economic and social impact, reviewed the rollout of a new customer relationship management portal for resident service requests, discussed reforms to advisory committees and public engagement, and approved the Laurel Creek land arrangement to keep the property in public ownership with accessibility upgrades and future Indigenous-led planning.

Topics Discussed

1. Laurier University impact report

Wilfrid Laurier University presented a third-party social and economic impact study for fiscal year 2023-24. The report said Laurier generates $3.8 billion in economic impact in Ontario, including $2.74 billion from the Waterloo campus and $517 million annually in local impact in Waterloo. The presentation also highlighted alumni outcomes, including 94% employment, 27,500 active businesses started by alumni, 305,000 jobs created across Canada, and an estimated 5 million volunteer hours annually. Council also noted Laurier's local ties, including that four of nine council members are alumni.

2. Access to post-secondary education and graduate retention

Council members questioned barriers facing lower-income students and whether university is always the right path for young people. Councillor Bassik said many students are told they need "a university degree just to survive in life" and asked how institutions can support students "who may be better suited or more interested in something else." Laurier representatives pointed to bursaries, scholarships, accessibility supports, food security supports, local high school partnerships, and the Black Brilliance Conference. Council also discussed graduate retention and how co-op, internships, and other work-integrated learning opportunities could help students stay in Waterloo after graduation.

3. New resident service portal and customer service system

Council reviewed the city's new Salesforce-based customer relationship management system, launched April 16. Staff said, "without any external communication yet, we've already seen 36% of the cases coming through the portal in the last month." Current services include utilities, some transportation requests, and corporate security, with more services planned. Staff said urgent after-hours issues are directed to the phone system, and water main breaks still receive immediate response. Council also discussed the city's customer service standard of responding within two business days and future plans to improve status updates for residents through the system.

4. Advisory committee and public engagement review

Deputy clerk Natalyia Shabelle updated council on the review of advisory committees and public engagement. Staff said the city has five advisory committees, three inter-agency committees, and two advisory-to-staff committees, with the last full review completed in 2015-2016. The review found barriers to participation including time commitments, formal procedures, childcare, transportation, and meeting schedules. Staff outlined a shift toward more flexible engagement methods such as focus groups, online engagement, pop-up consultations, and project-specific groups. A speaker summarizing engagement feedback said, "residents continue to value public participation and want opportunities to contribute to the city's decision making." Councillor Wright questioned the use of the term "expert panel," saying a "citizen reference panel" might better reflect the kind of community input council wants.

5. Laurel Creek lands, accessibility, and Indigenous gathering space

Council considered the Laurel Creek land arrangement, including continued public access, environmental protection, accessibility work, and future Indigenous programming. Staff said the facility scored 59% in an accessibility review and identified upgrades including a universal washroom, accessible parking, improved routes, wider door openings, hardware replacement, and better signage. The city has committed $200,000 for accessibility improvements, expects possession in about four months, and will lease the facility back to the Grand River Conservation Authority for $1 per year for up to five years, while assuming $100,000 annually in operating costs. Council also discussed a planned Indigenous gathering space, with engagement to begin in the first year and about $427,000 in capital funding over five years. Councillor Bodley said, "true stewardship of environmental lands necessitates public ownership."

Motions

• Laurel Creek land arrangement / public ownership and related lease-back terms — Passed unanimously
• Regional Council meeting scheduled for June 12 at 2:00 p.m. in Cambridge — Carried unanimously

Attendees

• Mayor McCabe
• Councillor Bassik
• Councillor Wright
• Councillor Roach
• Councillor Hanmer
• Councillor Bodley
• Councillor Row