Case Study: City of Vaughan achieves measurable Service Excellence and aligned performance management with ClearPoint Strategy

City of Vaughan - Customer Case Study

The City of Vaughan, a fast‑growing Ontario municipality serving about 306,000 residents, needed a reliable way to demonstrate progress on its Strategic Plan and Operational Business Plans, prioritize initiatives, and balance taxpayer dollars while improving transparency and accountability. To address inconsistent performance reporting and the need for public and internal engagement, the City implemented ClearPoint Strategy as its primary corporate performance‑measurement tool.

ClearPoint Strategy built linked scorecards and public dashboards, aligned the Service Excellence Strategy Map with departmental initiatives, and enabled regular monthly and annual reporting (including the public "How Do We Measure Up?" site). As a result, Vaughan grounded its performance measures in real data, created a management scorecard and departmental dashboards, improved alignment of resources to priorities, focused employee attention on what matters most, and increased transparency and citizen‑facing reporting.

City of Vaughan

Christina Bruce

Senior Manager of Strategic Planning