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Our Strategy

Our Strategy

Citizen Expectations

The City’s annual Citizen Satisfaction Survey is an important voice for citizens. Every year, Calgarians have the opportunity to provide input on The City’s performance, their satisfaction with civic services and overall quality of life. In addition to the Citizen Satisfaction Survey, extensive public engagement during the development of the Action Plan helps ensure our path forward is the right one.

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Maintain focus on our budget and spending


Demonstrate value for the services The City offers


Invest in infrastructure in the right ways, now and in the future


Lead in management, accountability and transparency


Engage citizens in the conversations about Calgary’s future

Source: 2013 Citizen Satisfaction Survey - Action Plan Engagement results

Council Expectations

Along with defining our citizen expectations, City Administration works with Council to ensure alignment. Council's current five imperatives for Administration are:

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Integrated Service Delivery
Council is consistent in its view that the corporation needs to provide services in a much more coordinated and integrated way


Engaged Leadership
Council wants collaborative organizational leaders and managers that function together as a team


Trust and Confidence
Council is asking for an organization that is reliable, honest, effective, and that has its confidence and trust


Public Service Culture
Council wants the organization to deliver its services with a citizen and customer-focused approach


Investment and Value
Council expects a sustainable financial plan from Administration that is responsible and creates value


Legislative mandate, community aspirations, Council vision, civic brand, Council values



Shared purpose, corporate values, corporate behaviour, corporate leadership profile, corporate strategic direction



Shared agenda, priorities, goals, objectives, measures, targets



Corporate governance model, corporate road map, service-based management process - business plans - service-based budgets, performance management system



High quality of life, focused strategy, valued municipal services


accountability chart

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action plan

Action Plan 2015-2018 is the approved four-year business plan and budget for The City. It includes Council Priorities, the services and initiatives that will be provided to achieve them, the performance results that Administration commits to accomplish, and the operating and capital budgets that will support the achievement of these results. The City of Calgary's Action Plan grew out of a year-long process during 2015 where citizens, City Council and City staff established our future direction and found the right balance between investing in quality public service and keeping tax rates affordable.
View our Action Plan

We’ve taken the pulse of our citizens and our Council to determine where our efforts as a local government should be focused. Citizens have told us they want us to be mindful of our spending, show value in the services we offer, invest in our infrastructure, be transparent and accountable, and ask for their opinions before making decisions that affect the future of our city. Our Council expects us to provide our services in a coordinated and integrated way, collaborate and work together as a team, deliver services with a citizen and customer focused approach, provide a sustainable financial plan, and instill confidence and trust in all that we do as an organization.

Expectations have changed dramatically over the years. Citizens want quality customer service through the channel of their choice that are easily accessible. They expect our behaviours and our values to align with those of the community we live in, and they watch us closely to ensure we’re meeting these expectations on a daily basis. They want us to help out when our neighbours, locally, nationally and internationally, when in need. These changes in expectations are what a modern municipal government needs to be able to monitor and respond to at a moment’s notice.

The Leadership Strategic Plan (LSP) is how we align the hopes, dreams and aspirations of the community and the direction we receive from Council. The five focus areas have been designed to help us close the gap between these expectations and guide us toward a modern municipal government through a change in our culture.

The five areas are:

1 Create a meaningful relationship with Council.
2 Build a cohesive leadership culture and collaborative workforce.
3 Better serve our citizens, communities and customers.
4 Plan and build a great city.
5 Strengthen our financial position.

We all need to work together to make change happen and achieve strategic alignment and organizational efficiency. Change is never easy, but it presents us with an enormous opportunity. We can all work together to make life in Calgary better every day.

The City of Calgary has implemented an Economic Resilience Strategy to support both response and recovery in the face of our cyclical economy. We are working with our citizens at the centre of everything we do. Our practices for sound management continue to include:

Prioritizing investments for the future
Using existing resources more efficiently
Investing efficiently
Increasing transparency and accountability

From flood to snow events, The City understands the importance of being prepared for volatility and changing conditions as a resilient organization. This strategy represents current best thinking from City leadership with input from all City departments.