Grimsby council endorsed a consultant-led customer service improvement strategy and directed staff to begin Phase 1 immediately, with Phase 2 to be considered in the 2027 budget and Phase 3 to follow once the town has more implementation data. The plan responds to survey results showing gaps in follow-up and issue resolution, and it aims to reduce the “silos” created by the town’s current service model. Council also dealt with water system upgrades and billing changes, Niagara governance reforms, downtown and permitting projects, and cultural services planning.

Topics Discussed

Customer Service Strategy Overhaul

Council approved a three-phase customer service strategy and implementation plan. Town CAO Victoria summarized the recommendations as endorsing “the plan in principle, the strategy and the implementation plan,” directing staff to proceed with Phase 1, and including Phase 2 for “2027 budget considerations,” with Phase 3 to be brought forward later “once better data and implementation experience are available.”

The consultant said the issue is structural: “The problem is not with service culture, it is with the service model in and of itself,” describing how the model has evolved so “departments are functioning more so in silos.”

Survey results presented to council included: “Only 57% of residents were clearly informed of next steps, only 59% of them had their issues resolved,” and “only 35% want more self-service tools available.” The consultant said the “clear takeaway” was that residents want “better self-service tools, clearer communication from the staff, stronger coordination between the staff and then obviously faster responses.” Another survey finding highlighted demand for digital access: “close to 40% want better self-served tools, better digital access,” including comments about “a finance tool to easier see their dues and notices.”

Phase 1 focuses on operational changes, including expanding the town’s ticketing/tracking approach across departments and improving how residents navigate services online. Councillor Sher said residents often contact councillors first and need clearer direction online: “there needs to be something more clear on the website for people to know this is where it’s going to go.”

Water Infrastructure and Billing Changes

Council received updates on water infrastructure work, including replacement of aging cast iron water mains and efforts to reduce water loss through leak detection and proactive maintenance. Staff also addressed resident confusion following the shift from four-month billing to bimonthly billing, alongside ongoing water meter replacements. Council linked the billing concerns to the customer service strategy’s emphasis on clearer communication and improved digital tools.

Provincial Governance Changes

Council discussed provincial changes affecting Niagara governance, including the move toward an appointed regional chair. The Mayor objected to the model, saying: “One unelected official should not be in control of 450,000 people.”

Council also discussed how municipal positions and representation could change. The Mayor told council he had raised concerns with the province, noting: “I made it very clear to Minister Flack that we wanted to remain a ward system,” and warned that the province can impose changes quickly, citing Toronto’s 2022 reduction in councillors “right during the election.”

Councillor Shaw said council’s position was not accurately conveyed in regional correspondence, describing it as “miscommunicated,” and another speaker emphasized the need to clarify that the town’s position was “status quo.”

Downtown and Infrastructure Projects

Council received updates on the Downtown Reimagined Project, which has been tendered, with construction anticipated to begin in June 2026. Council also discussed service improvements tied to permitting and development processes, including implementation of CloudPermit for building permits.

Cultural Services and Community Engagement

Council reviewed engagement findings for the Grimsby Museum and Grimsby Public Art Gallery strategic review. Councillor DeFlavio questioned whether revenue targets were realistic, warning it “may not be realistic to rely heavily on revenue generation from these institutions,” and raised the need for measurable goals that reflect the institutions’ public-service role.

Motions

Passed: - Endorse customer service strategy and direct staff to implement Phase 1 immediately; include Phase 2 in 2027 budget considerations; consider Phase 3 in the future (TC26-09) - Approve Downtown BIA levy increase of $22,515 to cover integrity commissioner file costs - Receive public feedback memo on Niagara governance review and forward report to the Premier, Minister of Municipal Affairs and Housing, Niagara Region, local MPP, and AMO - Bylaws 2621, 2622, and 2623 delegating animal control powers to bylaw officers

Deferred/Under Consideration: - Building bylaw modernization (projected Q2 2026 for council review) - 2026 community services rates and fees under Schedule M (DCS 2615)

Attendees

Present: - Mayor - Deputy Mayor - Councillor Sharwa - Councillor Costani - Councillor Corani - Councillor Frank - Councillor DeFlavio - Councillor Dvoli - Councillor Shaw

Also Present: - Town CAO Victoria - Josh (Experience Advisors) - Matthew Dawson (Studio Dawson)