Town of Milton
Ontario
Review and redesign of the Additional Residential Units program, aligning four departments around one customer experience.
The challenge
Milton's Additional Residential Units program ran across By-law, Building, Fire and Customer Service with no aligned process. Friction centred on the registration fee, perceived duplication with building permit inspections, an undefined renewal process and absent tenant-facing content.
What we did
Perry Group applied the Service Modernization Methodology across as-is mapping, pain point identification and to-be service design, and ran a Good Service Assessment of the ARU web content. We worked across By-law, Building, Fire and Customer Experience to align the process end to end.
The outcome
The Town received full current and future state mapping plus an ARU Digital Blueprint. Registration launched with an initial cohort of approximately 1,800 known ARUs identified through past building permits.
Project facts
Services
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