Burnaby

Burnaby IT Projects Update

Financial Management Committee
Date: 2024-04-08
services



The City of Burnaby is providing an update on the status of major active 2024 capital Information Technology (IT) projects, including the 911 Phone System Upgrade, Development Approval & Permitting Solution Modernization, and the Customer Service Centre project.

911 Phone System Upgrade (NG911)
  • The project replaces the existing 911 phone dispatch system with newer technology that supports digital Next Generation 911 (NG911), as mandated by the Canadian Radio-Television and Telecommunications Commission (CRTC) to be completed by March 2025.
  • The Statement of Work with Netagen is in progress, and the primary sites are on schedule to be ready for Netagen to commence the NG911 system installation in April 2024.
  • The NG911 system is scheduled to be installed and tested by September 2024, with a forecasted completion date of November 2024.
  • The GVRD (Metro Vancouver) will be signing the LGA Agreement with TELUS for NG911 Emergency Services on behalf of all municipalities.
Development Approval & Permitting Solution Modernization (DAPSM)
  • The project aims to modernize the City's permitting, application, and approvals system to improve the internal and external user experience.
  • In January 2024, privacy improvements were made to the My Permits Portal, and new permit types were added, including Active Patio Permits and Engineering Residential Pre-Application approvals.
  • In March 2024, the City of Burnaby will be onboarded with the newly developed building permitting hub tool, aligning with the City's efforts to streamline and standardize building permit processes.
  • In April 2024, the project team expects to complete the upgrade of EnerGov to the latest version, which will lead to enhanced product features and functionality, including Tyler Identity Client capability for single sign-on.
Customer Service Centre (CSC)
  • The project aims to centralize the intake, management, and tracking of all service requests, inquiries, and feedback from City customers to improve external customer service and operational efficiency.
  • In 2023, the project team successfully completed division onboardings for Community Safety, Parking, Bylaw, and Animal Control, and streamlined case entry back to Engineering Transportation.
  • In Q2 2024, the team plans to onboard divisions related to Crime Prevention and Anti-Graffiti, and make substantial progress in fulfilling the Minimum Viable Product (MVP) requirements for an in-house Customer Relationship Management (CRM) system.
Main minute
IT Project Portfolio Status Update 2024-04-08.pdf
Attachment 1 - IT Project Portfolio Overview Timeline.pdf
Attachment 2 - Timeline Legend Descriptions.pdf