News Release
December 13, 2019

Beginning on January 1, 2020, the City of Toronto will transition its Civic Innovation Office team and mandate to the newly formed Customer Experience Transformation and Innovation (CXi) program.

The CXi program was established in the fall of this year to unify the City’s customer service initiatives and focus on improving and transforming the customer experience. The mandate of this team is to work with programs and technology to apply a more outside-in and collaborative approach to the design and delivery of services and outcomes across the City. This is about ensuring residents have the best experience possible when they access City services.

The Civic Innovation Office was formed in 2017. As the founding director, Paula Kwan led the office to build capacity for innovation within the City and tackle meaningful and complex challenges affecting residents of Toronto through new tools, technology, ideas and approaches. Some of the achievements include co-creation and launch of the City’s first Invitation to Partner (ITP) in collaboration with the Purchasing and Materials Management Division and a Digital Translation Tool project that enabled meaningful dialogue between staff and the public.

The office also delivered on initiatives that addressed ways to increase civic engagement with underrepresented people, and championed Human Centred Design at the City to approach innovation differently and engage the public directly to better understand issues from their perspective. The office developed and facilitated a human-centered design training with 13 members of the City’s Community Development Unit and cultivated alliances with the design communities in Toronto to tap into a talent pool and stand out as an attractive employer to designers locally and globally.

Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities. As the fourth largest city in North America, Toronto is a global leader in technology, finance, film, music, culture and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents and businesses. For more information visit or follow us on Twitter at, on Instagram at or on Facebook at

Rosalynd Rupert
Strategic Communications