Integrated Infrastructure Services (IIS) Process Improvement
Improving and streamlining project delivery practices in the City’s Integrated Infrastructure Services (IIS)
The branches of Integrated Infrastructure Services (IIS) include Business Planning And Support, Building Great Neighbourhoods, Infrastructure Planning and Design, Infrastructure Delivery, and LRT Delivery. Between them, the IIS branches have more than 800 employees and are responsible for delivering more than $1B in capital projects per year, with $4B in infrastructure projects slated for the next several years.
This is a complex department with many different large-scale projects, multiple programs, varied resources, and wide-ranging strategies. Merging the distinct branches of Integrated Infrastructure Services was a major transformation that brought together and reorganized hundreds of employees.
SMA’s role was to support this transformation and process improvement through information-gathering and research activities, as well as providing expert advisory services from the perspective of construction and project management process analysis and best practices. To accomplish this, SMA conducted interviews and made recommendations for improvements to streamline project delivery practices within the different branches of the organization.
SMA provided the project management, developed the methodology, mapped the process, and developed recommendations in consultation with the City personnel. The end result was a more efficient methodology based on industry best practices.