At The Hamiltonian, we believe meaningful progress in city governance and statecraft is essential.
In this spirit, The Hamiltonian posed a series of direct and challenging questions to City Manager Marnie Cluckie. Her responses are included in full, allowing our readers to make their own determinations as to whether the proposed changes will help Hamilton turn itself around.
We thank Ms. Cluckie for engaging in this important dialogue, and we remain committed to holding public leadership accountable while amplifying the voices of Hamiltonians seeking a better future.
1. As the City of Hamilton’s most senior public servant, reporting to City Council and the Mayor, you carry significant responsibility for the administration and leadership of the city. In light of a recent survey indicating that 80% of respondents do not trust City Hall, and a recent article in The Hamilton Spectator referencing a C.D. Howe Institute report that ranks Hamilton last in financial transparency among major Canadian cities, what would you say to residents who are justifiably concerned by these findings? Additionally, how do you intend to assist to restore public confidence?
We take the concerns of Hamilton residents very seriously. As City Manager, I understand that trust must be earned - through transparency, accountability, and consistently delivering high-quality customer service.
We are grateful to the Mayor’s Task Force for their dedication and the comprehensive report they produced. The survey findings indicate that more needs to be done to strengthen public confidence. We acknowledge the concerns; City staff are reviewing the Task Force recommendations and will report back to Council with actionable options that align with community priorities.
In the meantime, we continue to take steps to modernize our systems, improve communication, and make information more accessible. My commitment is to ensure that our administration operates with integrity, communicates openly, and puts residents at the centre of everything we do.
Examples of some initiatives currently underway to build back better and stronger include:Improving the Customer Service Experience, by launching a new online recreation registration and facility booking system to make it easier for residents to access programs; rolling out a new phased customer relationship management solution; and developing a roadmap to ensure a consistent customer experience across all service delivery channels.Modernizing Systems and Processes, through new technology and tools, such as implementing a Freedom of Information (FOI) tracking software to manage key performance indicators, launching an online service portal for Vacant Unit Tax declarations, and piloting two programs to improve the development approval process.
Advancing Inclusion, Diversity, Equity and Accessibility (IDEA), by developing Hamilton-specific IDEA