People: hearts and minds. The City of Mississauga,Canada

The City of Mississauga is located on the western boundary of the Greater Toronto Area (GTA) in Ontario, Canada. As a municipality it is undergoing rapid urban growth, pressure from citizens to keep the taxes down, political pressure to reorganize the surrounding municipal areas, rapidly changing technology, increasing competition for economic development and increasing demands for high level services from its citizens. This article will indicate how, in the face of the challenging demands of the '90s, the city is making a significant shift in the ‘culture’ of the organization. The City is moving from a traditional style of management emphasizing control to one that stresses leadership and empowerment of the workforce. It involves changing from a hierarchical bureaucracy to an organization that is more flexible, responsive, innovative and creative with a strong customer focus. To meet the demands of this shifting culture there needs to be a highly skilled workforce. There are a number of initiatives in the City to accomplish this ‘cultural shift’. This article deals with the continuous learning aspect called Capability Development, focusing on Team Effectiveness, Continuous Improvement and Customer Service. We developed two phases for the learning. Capability Development Phase I outlined the concepts and tools for managers at all levels to be able to support the learning required to accomplish the ‘cultural shift’. Phase I included the City Strategic Plan, Management Strategy and Human Resources Vision and practical management tools. Phase II was designed for front line staff working in their ‘intact teams’. It incorporates the concepts and tools from Phase I and is being delivered by trained volunteer facilitators within the City. We will discuss the process, the results and learnings we have discovered on our journey.