City of Salmon Arm

Population: 19,432

Located in Western Canada, the City of Salmon Arm lies on the shores of Shuswap Lake. icInfrastructure began working with the City of Salmon Arm in 2021 to enhance the City’s asset management and service delivery efforts. This work helped formalize the efforts already underway and helped identify potential gaps in the City’s current practices. Through the efforts undertaken as part of this initial project, the City decided to brand its program as Service Delivery Management (SDM), as opposed to using the Asset Management (AM) nomenclature. This was done to improve communication and provide clarity to both internal and external stakeholders on the scope and purpose of the program.

The initial Service Delivery Framework project helped focus the City’s work, aligning with industry best practice and the strategic direction of the organization.

Providing hands-on support to the City to deliver Service Delivery Management awareness training, conduct a Gap Assessment, and develop their SDM Policy, Strategy, Governance, and 5-year SDM Roadmap.

Collaborating with the City’s newly formed SDM Steering Committee through several workshops to develop the custom strategic documents.

The SDM Policy was signed-off unanimously by council and improved buy in from the top down.

This work helped the City secure funding for an additional full time Service Delivery Management Position to support the advancement of the SDM program.

The SDM Strategy describes the key practices, processes, tools, and documents that staff will use to implement the SDM Policy and ensure adherence to its principles across the organization.

The strategy and roadmap were customized to the City, aligning with Strategic Priorities and identifying actions to drive tangible change whilst being mindful of resourcing implications.

icInfrastructure helped us develop OUR plan specific to the needs of our community and organization

Jenn Wilson, p.eng

- City of Salmon Arm Engineer

Although we were making some progress implementing Asset Management best practices in our organization, work was being completed in an ad-hoc and inefficient manner. The icInfrastructure team helped submit a successful grant application to gain part funding to complete our Policy, Framework and Roadmap documents to give direction to our Service Delivery Management (SDM) program.

Through direct training, workshops and regular communications, icInfrastructure helped us develop OUR plan specific to the needs of our community and organization. Council has approved the Policy and Strategy, has provided resource funding for SDM activities including for an additional staff member, and the organization is now speaking the same language. We are excited for the future of our Service Delivery Management program and have a clear and achievable path forward.”

For more information on the Federations of Canadian Municipalities grants related to the Municipal Asset Management Program click here.