In December 2022, Councillor Santos brought forward a motion directing staff to conduct an operational review of By-law enforcement to improve service delivery. On April 24, 2024, the recommendations of this review were endorsed by the Council: Enforcement Operational Review Findings and Recommendations (CW153-2024).
On June 5, 2024, an implementation plan was established to increase resources and improve processes of by-law enforcement: Budget Amendment and Recommendation Report – “ Enforcement Operational Review Implementation Plan.”
“We have been working to improve by-law enforcement so that residents have confidence in how their complaints are actioned. Upholding rules and regulations in our city is of utmost priority, and we must therefore also prioritize improvements to by-law enforcement operations. Through this implementation plan, we are strengthening by-law enforcement and prioritizing safety, transparency, communication, and responsiveness.”
– Rowena Santos, Regional Councillor, Wards 1 & 5, Chair, Community Services
The Implementation Plan contained twenty-eight recommendations, categorized into Technological Advancements, Practices, and Culture. Additionally, it recommended a Stabilization Staffing Model consisting of 26 FTE (full-time employees) and 14 PTE (part-time employees) along with a capital purchase of 12 compact pickup trucks. The latest update on implementation was presented on November 13, 2024. To read or review the full report, click here.
This report outlines significant progress, including:
- Comprehensive Review and Active Implementation: All recommendations have been reviewed, and updates to each are documented in the Attachment #1 Recommendation Tracker Update.
- Standardized Operating Procedures (SOPs): New SOPs for each enforcement branch establish clear performance metrics and service expectations, reflecting the Council’s commitment to consistency and accountability.
- Strengthened Leadership Structure: With 71% of leadership roles newly filled, the department focuses on a team-driven culture, emphasizing core responsibilities and leadership for change.
- Stabilization Staffing Model: Expected to be fully implemented by November 2024, this model enhances Brampton’s enforcement workforce, ensuring resources align with community needs.
Staffing and Operational Enhancements
Specialist Roles Added: Key roles such as Analyst, Escalations and Communications Supervisor, Training Supervisor, and Zoning Plans Examiner streamline operations and support team development.
- Analyst: Enables data-driven decisions, enhancing customer service and resource allocation to prioritize service improvements.
- Escalations Supervisor: Processing 200 escalations in 45 days, this role centralizes communication, allowing by-law leadership to focus on core responsibilities.
- Training Supervisor: Supports professional development and morale, benefiting customer service and process efficiency.
- Zoning Plans Examiner: This role uses a ‘newest first’ workflow to efficiently manage new and backlog requests.
Process Improvements
- Consolidated Enforcement: The ARU (Administrative Response Unit) and RRL (Residential Rental Licensing) teams now operate collaboratively, addressing common complaints like parking, refuse, and landscaping.
- Community Standards Blitz Model: High-complaint zones benefit from targeted enforcement blitzes, maximizing resource visibility and efficiency. Supported by Ward Councillors, these structured efforts will include regular updates to keep the community informed of results.
- Enhanced SOPs: Day and night parking enforcement, using ALPR technology and loop routes, addresses high-complaint areas while preserving capacity for urgent responses.
Customer Service Advancements
With Service Brampton enhancements, staff now have expanded investigative updates, allowing them to better assist residents. New descriptors and automated messages, launching in December 2024, will provide timely, informative updates for residents. These advancements reflect the dedication of the Council, particularly Councillor Santos, to improving resident experiences through more responsive service.
Improvements based on the implementation plan are ongoing, with future updates scheduled. The next update will be presented to the Council on a quarterly basis, with a potential update anticipated in May 2025. The second update expected in Q4,2025.
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