Service Standards for Councillors’ Responses
Moved by C. Kelly
Seconded byC. Kitts
WHEREAS Members of Council are elected by residents to represent them at the City of Ottawa, and residents expect that when they reach out to their elected officials they will receive timely and respectful responses; and
WHEREAS Members of Council rely on timely, accurate, and complete information from City staff in order to respond to residents, address time-sensitive constituency matters, and make informed decisions; and
WHEREAS clear and consistent internal service standards support accountability, transparency, and effective collaboration between Members of Council and City staff;
THEREFORE BE IT RESOLVED that City Council direct the City Manager to establish and implement a corporate service standard for responses to requests from Members of Council and Councillors’ Offices (“Councillor Office Requests”), applicable across all departments and supported by a centralized tracking mechanism; and
BE IT FURTHER RESOLVED that the service standard include, at minimum, the following elements:
1. Scope and Definitions
Define “Councillor Office Request,” and clarify that the service standard does not replace formal Council or Committee reports, statutory timelines, or legislated processes. Definitions shall include when the response timeline begins (“clock start”), as well as definitions for “Acknowledgement,” “Interim Update,” and “Substantive Response.”
2. Acknowledgement Timeline
Staff shall provide an acknowledgement within one (1) Business Day of receipt of a request, including the assigned staff lead, a tracking reference number, and a target date for the substantive response or first interim update.
Each department shall identify a designated alternate contact to ensure acknowledgements are issued during staff absences.
BE IT FURTHER RESOLVED that the service standard include, at minimum, the following:
1. Substantive Response Timeline – Routine Requests
For routine requests, staff shall provide a substantive response within five (5) Business Days of receipt.
2. Complex Requests
Where a request requires coordination across departments, research, or additional analysis, staff shall provide an interim update within five (5) Business Days outlining the work required and providing an estimated response date.A substantive response should normally be provided within twenty (20) Business Days, unless extended in accordance with this service standard.
3. Missed Timelines
If staff cannot meet a prescribed timeline, they must provide an update prior to the deadline outlining the reason for the delay, work completed to date, a revised target date, and the timing of the next update.Updates shall be provided at least every five (5) Business Days until the request is resolved.
4. Urgent Matters
The service standard shall include an urgent request category, with acknowledgement the same Business Day (or within four hours during business hours) and an interim update within one (1) Business Day.
5. Escalation Process
The service standard shall include a clear escalation pathway for overdue responses through departmental management levels up to and including the City Manager’s Office.
6. Tracking and Reporting
The City shall implement a centralized tracking mechanism for Councillor Office Requests and provide quarterly corporate performance summaries to Members of Council, including request volume and on-time response metrics by department.
BE IT FURTHER RESOLVED that the City Manager report back to Council with the finalized service standard and implementation details within ninety (90) days of adoption of this motion.
I ❤︎ (Love) Barrhaven Market 2026
Moved by W. Lo
Seconded byD. Hill
WHEREAS the I ❤︎ (Love) Barrhaven Market is a semi-annual event organised by the Ottawa Farmers’ Market in partnership with Locally Crafted Markets and the Barrhaven Business Improvement Area (BIA), promoting the usual local farmers plus guest artisan and business vendors; and
WHEREAS the market is scheduled for Sunday 14 June 2026 from 10:00 am to 2:00 pm at the Nepean Woods Park and Ride; and
WHEREAS vendors require two hours before and after the market for set up and tear down; and
WHEREAS the market has steadily grown in popularity, becoming one of Barrhaven’s central and most-looked-forward-to regular events and increasing pressure on parking availability at the park and ride; and
WHEREAS potential additional guest vendor space was identified on the bus-only ramp connecting eastbound buses from Nepean Woods Station with eastbound Strandherd Drive, adjacent to the parking lot; and
WHEREAS within the proposed closure timeframe, trips on routes 70, 74, and 99 will need to be placed on a minor detour which adds 60 to 90 seconds to trip time, with no impact to bus stops, no modifications to stop assignments at Nepean Woods Station, and no impact to the turnaround loop for route 80; and
THEREFORE BE IT RESOLVED that Council approve the closure of the bus-only ramp from Nepean Woods Station to Strandherd Drive on Sunday 14 June 2026 from 8:00 am to 4:00 pm for the I ❤︎ (Love) Barrhaven Market, and
BE IT FURTHER RESOLVED that the cost of pylons to demarcate the closed areas and an accessible temporary curb ramp be covered by the event organisers.
Motions Requiring Suspension of the Rules of Procedure
Notices of Motion (for Consideration at Subsequent Meeting)
Motion to Introduce By-laws
Three Readings
That the by-laws listed on the Agenda under Motion to Introduce By-laws, Three Readings, be read and passed.
a. A by-law of the City of Ottawa to designate 300 Rochester Street to be of cultural heritage value or interest.b. A by-law of the City of Ottawa to designate certain lands at rue Antonio Farley Street on Plan 4M-1710 as being exempt from Part Lot Control.c. A by-law of the City of Ottawa to authorize the imposition of special charges on 27 Rockwood St (the "benefitting property").d. A by-law of the City of Ottawa to authorize the imposition of special charges on 60 Hamilton Ave N (the "benefitting property").e. A by-law of the City of Ottawa to authorize the imposition of special charges on 68 Upper Lorne Pl (the "benefitting property").f. A by-law of the City of Ottawa to authorize the imposition of special charges on 122 Royal Elm Private (the "benefitting property").g. A by-law of the City of Ottawa to authorize the imposition of special charges on 303 Berrigan Dr (the "benefitting property").h. A by-law of the City of Ottawa to authorize the imposition of 0% interest special charges on 1100 - 1240 Orléans Blvd (the "benefitting property").i. A by-law of the City of Ottawa to authorize the imposition of 4.33% interest special charges on 1100 - 1240 Orléans Blvd (the "benefitting property").j. A by-law of the City of Ottawa to amend By-law No. 2017-180 respecting the appointment of Municipal Law Enforcement Officers in accordance with private property parking enforcement.k. A by-law of the City of Ottawa to amend By-law No. 2001-17 to appoint certain Inspectors, Property Standards Officers and Municipal Law Enforcement Officers in the Building Code Services of the Department of Planning, Development, and Building Services.l. A by-law of the City of Ottawa to amend the West Downtown Core Secondary Plan within Volume 2A of the Official Plan for the City of Ottawa to increase maximum building heights to lands known municipally as 951 Gladstone Avenue and 145 Loretta Avenue North. m. A by-law of the City of Ottawa to amend By-law No. 2008-250 to change the zoning of lands known municipally as 951 Gladstone Avenue and 145 Loretta Avenue North. n. A by-law of the City of Ottawa to amend By-law No. 2008-250 to change the zoning of part of the lands known municipally as 1055 Cedar Creek Drive and 33A Salamander Way. o. A by-law of the City of Ottawa to amend By-law No. 2008-250 to change the zoning of part of the lands known municipally as 2950 and 2956 Harbison Road. p. A by-law of the City of Ottawa to amend By-law No. 2008-250 to change the zoning of lands known municipally as 130 and 136 Central Park Drive.q. A by-law of the City of Ottawa to amend the Official Plan for the City of Ottawa to introduce policies relating to Inclusionary Zoning. r. A by-law of the City of Ottawa to amend By-law No. 2008-250 to implement Inclusionary Zoning. s. A by-law of the City of Ottawa to amend By-law No. 2026-50 to change the zoning of lands known municipally as 951 Gladstone Avenue and 145 Loretta Avenue North.t. A by-law of the City of Ottawa to amend By-law No. 2026-50 to change the zoning of part of the lands known municipally as 1055 Cedar Creek Drive and 33A Salamander Way.u. A by-law of the City of Ottawa to amend By-law No. 2026-50 to change the zoning of part of the lands known municipally as 2950 and 2956 Harbison Road.v. A by-law of the City of Ottawa to amend By-law No. 2026-50 to change the zoning of lands known municipally as 130 and 136 Central Park Drive. w. A by-law of the City of Ottawa to amend By-law No. 2026-50 to amend Urban Exceptions 1571, 2491, and 3096 to fix anomalies and make minor corrections. x. A by-law of the City of Ottawa to amend By-law No. 2026-50 to implement Inclusionary Zoning.y. A by-law of the City of Ottawa to amend By-law No. 2008-250 to change the zoning of lands known municipally as 15 and 17 Des Oblats Avenuez. A by-law of the City of Ottawa to amend By-law No. 2026-50 to change the zoning of lands known municipally as 15 and 17 Des Oblats Avenue. aa. A by-law of the City of Ottawa to regulate pedestrian and vehicular access to private property within City highways, and to repeal By-law No. 2003-447.bb. A by-law of the City of Ottawa to amend By-law No. 2003-446 being a by-law of the City of Ottawa to regulate encroachments on City highways.cc. A by-law of the City of Ottawa to amend By-law No. 2003-445 being a by-law of the City of Ottawa to regulate road activity on City highways.dd. A by-law of the City of Ottawa to amend By-law No. 2003-498 being a by-law of the City of Ottawa to regulate the use and care of roads.ee. A by-law of the City of Ottawa to amend By-law No. 2014-220 respecting the fees for building applications and permits, and to repeal By-law No. 2024-15.ff. A by-law of the City of Ottawa to amend fees and charges in the Building Code Services Branch for agency letters and to repeal By-law 2025-20.gg. A by-law of the City of Ottawa to amend By-law 2003-69, respecting fees for compliance reports in the Building Code Services Branch, and to repeal By-law 2025-23.hh. A by-law of the City of Ottawa to amend By-law No. 2014-78 respecting the naming of private roads and highways and the numbering of buildings and lots.ii. A by-law of the City of Ottawa to amend By-law No. 2012-402 to address fees relating to the prohibition, inspection and remediation of buildings used for marijuana grow operations and to repeal By-law 2025-14.jj. A by-law of the City of Ottawa to amend By-law No. 2013-39 respecting fees for enclosures for privately-owned outdoor pools.kk. A by-law of the City of Ottawa to amend By-law 2016-326 respecting fees for permanent signs on private property and to repeal By-law 2025-21.