Corporate PlanLiveable CommunityClimate LeadershipEngaged, Healthy CommunityDiversified, Thriving EconomyGovernanceCity of Maple Ridge Corporate Plan
Facilitate expanded housing diversity and supply, to promote attainabilityImprove mobility with safe, sustainable and effective transportation optionsDevelop infrastructure that positions the City to provide accessible and sustainable services while accommodating growthFoundational Initiatives for Liveable CommunityMitigate and adapt to the impacts of climate changeReduce municipal and community greenhouse gas emissions in alignment with adopted targetsEnhance and protect the health of our natural environmentFoundational Initiatives for Climate Leadership & Environmental StewardshipProvide a diversity of inclusive and accessible recreation opportunitiesBuild and celebrate community pride, strengthening community connections to foster a sense of belongingPromote a vibrant arts and culture communityEnsure the safety and enhance the well-being of residentsImprove community engagement with the CityFoundational Initiatives for Engaged, Healthy CommunityAttract, retain and expand business investment to diversify the tax base and increase local employmentExpand training and educational options in Maple Ridge to build a skilled workforce that attracts innovative businessesExplore and maximize tourism opportunities as a means to further diversify the local economyFoundational Initiatives for Diversified, Thriving EconomyIdentify and commit to opportunities for the City to move forward on a path of Truth and ReconciliationDeliver an exceptional customer experience across City servicesBe accountable to the public through open and responsive governanceEnsure the City is organizationally resilient, ready to adapt to a changing environmentEnsure organization and financial alignment to achieve Strategic Priorities and meet the needs of our growing communityFoundational Initiatives for Governance & Corporate ExcellenceFoster creative industries in Maple Ridge to generate economic activity, employment and community activation.   Facilitate revitalization of business in the downtown and across Maple Ridge to encourage local purchasing and visits to local hospitality venues.Establish the foundations of an innovation ecosystem that fosters innovative businesses in Maple Ridge Systematize Business Retention & Expansion operations so that every business touchpoint is logged, acted on, and measured. Deliver segmented outreach that reaches top employers and the small business basePosition Maple Ridge as a hub for lower carbon businesses and green jobsEnhance long term community climate resilience through policy and land use improvements Proactively support the community to strengthen flood, storm, heat and wildfire preparednessEnsure City operations and services maximize climate resilience to maintain responsiveness and emergency capacity Enhance governance and policy to promote and support civic participation for all citizens residing in Maple Ridge.
Engaged Healthy Community Strategic Priority - Quarterly ReportDiversified Thriving Economy Strategic Priority - Quarterly Report Climate Leadership and Environmental Stewardship Strategic Priority - Quarterly Report Liveable Community Strategic Priority - Quarterly Report Governance and Corporate Excellence Strategic Priority - Quarterly ReportCreate development application prioritization criteriaIncrease housing stock, as measured by occupied units, by 1.2% (1,284 units).Secure 30 below market housing unitsIncrease the multi-unit housing portion of building stock by 2%.Establish benchmark timelines for internal City processes and reviews within the development application processComplete alignment of CMR regulations and policies with Homes for People provincial strategyInclude a complete east to west AAA bike route from 240th to Maple Meadows station in the 5-year Capital PlanInstall 30 secure bike and micro-mobility lockers within the civic centre areaIncrease cycling network length by three kilometersDevelop an Asset Management Strategy & Funding PlanEstablish servicing plans, including green infrastructure solutions, to service 3 key growth areasDevelop and adopt a Climate Action PlanDevelop and implement green infrastructure design and maintenance specifications, guidelines, and performance standardsDevelop a master plan for reducing the reliance on natural gas for all facilities and implement a solar energy projectDevelop framework for climate and resilience as a lens for City decision makingEnsure the City is green fleet ready for passenger vehicles & light-duty fleetEstablish an inventory and baseline of bio-diversity healthDevelop a strategy to manage the health of the McKenney Creek systemProtect and conserve 9 hectares of landComplete an Urban Forest Management StrategyConduct Recreation Facility Accessibility audit to Rick Hansen Guideline standardsEnsure at least 70% of residents, as measured by households, have access to one free community event within a 15-minute walk of their homeIncrease participation in subsidized recreation programs by 10% through the development of City-specific criteria on financial access fundingConduct a Recreation Facility Feasibility StudySupport the Maple Ridge 2024 BC Summer GamesDevelop and deliver four events to celebrate the 150th Anniversary of Maple RidgeIncrease participation in City supported volunteer programs by 10%Implement Public Art streams to support the new Public Art Policy and HandbookConduct an Arts, Culture, Events & Heritage Services ReviewDevelop a Community Safety and Wellbeing Action PlanOperationalize Phase 1 of the Fire Master PlanComplete a de-integration transition plan for Ridge Meadows RCMPEstablish a public participation and engagement frameworkIncrease community activity on Engage MR by 20%Conduct a participatory budget pilot projectComplete a Business Retention & Expansion (BR&E) Analysis and Implementation PlanDevelop an Incentive Strategy for New Business AttractionDevelop an Investment Attraction Strategy for targeted industries, including a value/supply chain strategyEnsure that the business licensing process and service delivery is capable of processing 20% more applications annuallyCreate a formal, collaborative partnership with a post-secondary institutionEstablish a collaborative Tech Hub to specifically nurture the growth of technologically inclined entrepreneursComplete a Labour Market and Gap AnalysisPromote growth in the agri-, eco-, and adventure tourism sector and complete a regulatory review of the issues impacting this sector. Increase film-based tourism by 10%Develop an event attraction strategy for tourist-driven events aligned with community-based eventsDevelop the City's Indigenous Relations StrategyHost two Council relationship-building meetings with Katzie First Nation and Kwantlen First Nation leadershipDevelop and implement a strategy, including standards and principles, to provide exceptional customer experiencesDevelop an evaluation framework for ongoing customer experience assessmentEnsure that 75% of existing policies have been updated within the last 2 yearsImplement an Enterprise Performance Management system (EPM)Develop and implement an enhanced risk management programDevelop a records management programDevelop a business continuity programConduct one Emergency Operations Centre exerciseDeploy a continuous improvement program and conduct training with a cohort of staffDevelop an Intergovernmental Relations Strategy for relationship building and advocacy to advance key city prioritiesReview and consolidate City fees and charges into a single bylaw with annual review datesComplete a major Development Cost Charges reviewOptimize the City’s business and financial planning processStrengthen the capacity of Fire Services to support a rapidly growing community by conducting a staffing model assessment, optimizing reporting structures for efficient service delivery, and implementing a comprehensive succession planning model.Plant 750 trees by Q4 2026Undertake a social wellbeing pilot program to enhance service delivery to marginalized populations Target prolific offending by implementing 20 individualized action plans.Increase community engagement with public safety services by 20% as measured by the number of foot and bike patrols, and joint RCMP & Bylaw safety walks. Develop a One-City Fees and Charges Policy for Council Adoption Complete a review and update of bylaws and policies to align with the Urban Forest Management Strategy.Increase revenue generated by filming in Maple Ridge by 5% Attract two or more major productions to secure large scale activity in Maple Ridge Develop a baseline measure for the campaign on #FilmFriday that measures community awareness and support for the film industry using sentiment analysisIncrease engagement with local businesses by onboarding 35 businesses to the "BeWith" Experience Hub All eligible local businesses within the downtown BIA Catchment area will be informed of the patio program Conduct a minimum of 30 interest holder and expert interviews (businesses, post-secondary, investors, tech workers, startup founders, and non-profit) to identify and confirm critical elements of a local innovation ecosystemHost 4 community innovation events and/or focus groups (targeting over 100 attendees total), aimed at building awareness and collaboration across the innovation and business community. Establish or formalize 2 strategic partnerships (or MOU) with enabling organizations that support the development of the innovation ecosystem.Secure media coverage of Maple Ridge as a destination for innovative businesses in 3 industry/regional publications. Ensure continuity of the Fire Services through implementation of a succession plan.Complete the costing estimates and develop a potential funding strategy for three recreation infrastructure projects.Segment target businesses for business retention and expansion efforts Develop and implement a standard process for inquiry response managementLaunch a monthly business retention and expansion dashboardComplete at least 9 executive facility visits with priority “Elephant” employersConduct 3 Business Walks covering distinct areas (e.g., Town Centre, various business parks), reaching a minimum of 60 storefronts in total.Run 3 issue or sector-based focus groups (4–6 firms each) and publish a one-page action memo from each within 30 days.In collaboration with the Strategy team, complete 8-12 innovation-focused business engagements, as part of the Innovation Hub initiative.Undertake Workshops, and feasibility studies to create materials and deliver resources through 2 workshops with at least 15 agricultural businesses at each workshop to support adoption of lower carbon and climate resilience practices and technologies.Update the Agricultural Plan to confirm priorities and strategies for agricultural and related land use planning (e.g., agri-, eco-, and adventure-tourism). Expand urban tree cover to mitigate heat risks in alignment with the urban forest management plan’s canopy cover target of 40% (as measured by the number of trees planted and % canopy coverage in target areas)75% of all site designs approved at issued Building Permit for all new small scale ground-oriented development will have 40% or greater soil-based landscaping. Proactively provide emergency preparedness support to impacted residents as measured by a 20% increase in unique visits to the City's emergency preparedness webpages and associated public information tools like FlowWorks and Alertable.Adopt a Maple Ridge Corporate Climate Action Plan to guide lower-carbon, resilient city operations covering fleet, buildings, water, waste, natural assets, green infrastructure, commuting and procurement. At City signature events and festivals (Canada Day, Our Neck of the Woods, Rock the Block, Celebrate the Night) increase accessibility and inclusion amenities by 50%, as measured by the aggregate number of sensory spaces, cooling/heating spaces, wheelchair accessible bathrooms and seating, sign language availability, and wayfinding towards these amenities by Q2 2027Review and update the Rental Premises Standards of Maintenance Bylaw (6550-2008) to create targeted amendments adopted to address overheating and provide outreach to raise awareness and monitor property improvements completed. Develop and deliver specific actions under a 2026 Intergovernmental Relations Advocacy Plan 100% of community event and festival organizers receive an Accessibility Package including training, resources and tools to support them to implement enhanced accessibility and inclusion at festivals and events by Q4 2027.Advance an Accessible Maple Ridge Policy to Council for consideration, and implement standardized engagement tools for persons with disabilities by Q4 2027
In Progress
Develop an evaluation framework for ongoing customer experience assessment
City of Maple Ridge Corporate Plan

Description

Following the development of a customer experience framework, confirm evaluation metrics and process to track improvements in customer service delivery city-wide.

KR End Date

12/31/26

Complete?

No

Completed Date

N/A

KR Public Update

Staff are developing a comprehensive evaluation framework to support both the Voice of the Customer (VoC) program and the broader customer experience initiative. The framework will guide how the City measures service user experience, tracks performance over time, and identifies opportunities for continuous improvement.

The first two quarters were focused on establishing and implementing the necessary data collection systems and to generate baseline data. Additional components of the broader customer experience evaluation framework will follow and be brought forward subsequently.

Initiatives

Complete
Develop a customer experience framework
City of Maple Ridge Corporate Plan
 | 
Completed 3/31/25
In Progress
Following preparation of KPIs for CX, prepare and confirm the broader evaluation framework
City of Maple Ridge Corporate Plan
 | 
1/1/26 - 9/30/26