Annual Reports

The MSDO 2024 Annual Report highlights a year of growth and collaboration, focusing on advancing municipal service delivery. Key points include successful events, knowledge sharing, and the launch of a new awards program celebrating 20 years. The report also covers relationships with partners and provides membership and financial details.

The Municipal Service Delivery Officials (MSDO) 2023 report highlights a year of resilience and collaboration. Key activities included knowledge sharing, addressing challenges like digital transformation, AI, and equity, and hosting the first in-person conference in years themed “Reconnect & Transform.” MSDO focused on fostering innovation, building capacity, and strengthening connections with partner organizations. Their strategic plan aims to promote service delivery excellence by providing members with information, resources, and best practices to enhance public services across Canada.

The 2022 MSDO Annual Report details support for municipalities during transformation via resources, learning, and networking. Key 2022 activities included an AI workshop, CRM webinar, a Fall Speaker Series, and developing a Member Profile Survey/Map. Digital engagement continued through webinars while collaborating with partners like MISA/ASIM and ICCS. With 59 municipal members, MSDO focused on its mission to promote service delivery excellence, looking ahead to the 2023 in-person conference.

In 2021, MSDO focused on member support through webinars and a Fall Speaker Series covering diverse topics like hybrid work and AI. A key initiative was the Member Engagement Strategy Working Group. The organization welcomed a new Vice President and Director of Member Engagement. Collaboration continued with partners like MISA/ASIM and PSSDC. With 51 municipal members, MSDO worked to promote service delivery excellence, provide resources, and represent members in inter-governmental discussions.

The 2020 MSDO report details adaptation during the COVID-19 pandemic. Instead of an in-person conference, MSDO hosted frequent calls discussing pandemic effects and a virtual speaker series covering customer experience and digital services. Key efforts included developing new bylaws and creating a member engagement strategy. MSDO continued collaborating with partners like MISA and PSSDC, focusing on its mission to promote municipal service delivery excellence by providing resources and best practices.

MSDO’s 2019 report outlines key activities including three webinars on topics like digitalization and Citizen’s First research, and the National Conference held in Regina with 50 attendees. The member forum was updated, fostering significant engagement. With 57 municipal members, MSDO continued collaborating with partners like PSSDC and ICCS, providing resources and networking opportunities to promote service delivery excellence across Canada.

Highlighting a year of change, the 2018 MSDO report notes the annual conference in Kawartha Lakes, webinars on topics like E-Vulnerability, and a rebranding effort with a new look and revised web tools based on member input. Board members actively participated in the PSSDC. The volunteer-led organization acknowledged member contributions and continued collaborations with partners like MISA and ICCS, focusing on its strategic goals of promoting service excellence through information sharing and advocacy.

In 2017, MSDO focused on strengthening its foundation for growth. The annual conference in Hamilton drew 95 leaders, addressing inclusion, digital delivery, and vulnerable communities. Webinars covered Customer Journey Mapping and Behavioural Insights, and the PSSDC Digital Playbook was shared. MSDO welcomed new members from several municipalities, continuing its mission to promote service delivery excellence through collaboration, resource sharing, and best practices.

MSDO’s 2016 report highlights the annual conference in St. John’s, NL, focusing on service innovation. Member engagement increased with over 200 website members, active forum use, and three all-member teleconferences. MSDO participated in PSSDC meetings, welcomed new municipal members, and worked towards its strategic goals of being a visible, recognized association promoting service excellence through networking and resource sharing.

MSDO’s 2015 report details growth and transition, including a planning meeting focused on member participation. The website grew to over 150 members with active forum engagement. MSDO participated in the PSSDC and welcomed three new municipal members. The annual conference, themed ‘Working and Learning Together,’ was held in Brampton/Peel/Toronto with 70 leaders. Plans for 2016 included exploring virtual meetings and affiliate memberships.

MSDO’s 2014 report details the annual conference in Norfolk County focused on innovation, and a new formal partnership with ICCS offering member discounts. The association sponsored three Common Interest Group sessions, grew its website to over 150 members, and welcomed three new cities. Based on feedback, MSDO aimed to increase focus on digital service delivery, furthering its strategic goal of promoting excellence through collaboration.

MSDO’s 2013 report emphasizes growth towards a visible, sustainable association. Key achievements included the annual conference for learning and networking, establishing Common Interest Groups, and enhancing the member website for better communication. The organization welcomed four new municipalities (Aurora, Barrie, Burlington, Prince George). MSDO continued its strategic focus on promoting service delivery excellence through resource sharing and networking.