1. T AXI L IMOUSINE A DVISORY C OMMITTEE C OMMUNICATING AND E NGAGING S TAKEHOLDERS March 25, 2011

2. I NTRODUCTION How can TLAC build and strengthen its reputation How can TLAC strengthen its communication with stakeholders What level of engagement is appropriate for TLAC

4. T AXI L IMOUSINE A DVISORY C OMMITTEE To provide advice and recommendations to Council to ensure high quality taxi and limousine services and to create and maintain a sustainable industry as specified in Bylaw 6M2007. The objective is to ensure public safety, service quality and consumer protection for customers and service providers. Composition: 1 Representative of Calgary Livery Association (CLA) (nominated to Council by the CLA) 2 Representatives of the Taxi and Limousine industry 1 Representative of Calgary Airport Authority 1 Representative of Tourism Calgary 3 Representatives of the general public 1 Representative from Advisory Committee on Accessibility **NOTE: Composition designed to ensure representation of stakeholder groups

5. T HE TLAC C OMMUNICATIONS P LAN Goal To position the Taxi Limousine Advisory Committee as a respected, credible and trusted committee that is valued by industry, the community and The City.

6. T HE TLAC C OMMUNICATIONS P LAN Objectives – To build awareness of TLAC and its role by providing information – To listen and learn, and consult with stakeholders, and, in alignment with The City of Calgary’s engage policy, provide opportunities for impacted stakeholders to provide input into policy recommendations – To establish TLAC in the community as the organization that understands customer demand and industry operations – To reinforce TLAC’s position as the recognized expert in the Calgary taxi and limousine industry – To strengthen TLAC’s relationship with City Council and the taxi and limousine industry in Calgary

7. T HE TLAC C OMMUNICATIONS P LAN Approach Be proactive and take action to establish its leadership position, build relationships, engage stakeholders and build awareness of its mandate as the advisor to City Council

8. T HE TLAC C OMMUNICATIONS P LAN TLAC will: – Engage stakeholders as appropriate according to their roles and interests – Develop tools to consult with customers, industry partners and the general public and gather input that will be used in developing recommendations on service levels, etc. – When appropriate, collaborate with impacted stakeholders on new initiatives in the taxi and limousine industry – Make presentations and create opportunities to educate and build awareness of TLAC’s role and mandate – Meet with key influencers and stakeholders – Implement a government relations strategy – Develop a strategic media relations plan

9. T HE TLAC C OMMUNICATIONS P LAN Stakeholders/Audiences – City Council & Administration – Influencers Calgary Airport Authority Chamber of Commerce Economic Development Educational institutions Orders of government CLA – Customers – General public and potential users – Media Why Important – Decision makers – Approve appointments – Implement policy – Influence decision makers – Support research – Make consumer decisions – Convey information

10. HEADLINE The Council of The City of Calgary, in accordance with the Municipal Government Act, is the governing body for the taxi/limousine industry. MESSAGEUnder the Municipal Government Act of Alberta, Council has the authority to establish and specify the fees, rates, fares, tariffs or charges that may be charged for the hire of taxis or limousines. HEADLINE The Taxi Limousine Advisory Committee is the advisor to Calgary City Council on all matters regarding the taxi and limousine industry. MESSAGEThe Taxi Limousine Advisory Committee is established by Calgary City Council to advise and make recommendations to them regarding the taxi and limousine industry.

11. HEADLINE The Taxi Limousine Advisory Committee helps ensure high quality taxi and limousine services in Calgary. MESSAGEThe purpose of the Taxi Limousine Advisory Committee is to provide advice and recommendations to Council to ensure public safety, service quality and consumer protection for customers and service providers. HEADLINEThe Taxi Limousine Advisory Committee uses its knowledge and experience of the industry in developing its advice and recommendations to City Council. MESSAGEIn addition to the expertise of the various committee members, TLAC works with LTS and uses industry best practices, stakeholder research and external consultants to ensure it provides advice and makes recommendations based on the best information available.

12. T HE TLAC C OMMUNICATIONS P LAN Next Steps – TLAC members confirm goals and objectives – Completion of work plan to include sequenced approach and timeline for building relationships, engaging stakeholders and providing information and obtaining feedback Tools – Presentation for stakeholder meetings – Key messages – Customer and public survey - strategy and tactics

13. AGENDA FOR A REGULAR MEETING FRIDAY, 2011 M ARCH 25 TH 1:00 P.M. ASCERTAIN QUORUM DECLARATION OF PECUNIARY INTEREST CONFIRMATION OF AGENDA CONFIRMATION OF MINUTES – 2011 February 25th CHAIR’S OPENING REMARKS NEW ITEMS: TLAC2011-14 Communication & Engaging Stakeholders – JUDY HOAD TLAC2011-15 GREENING OF THE INDUSTRY - UPDATE TLAC2011-16 TAXI SAFTEY – PARTITION SHIELDS – DRIVER FINDINGS TLAC2011-17 PUBLIC/OTHER BUSINESS NEXT MEETING ADJOURNMENT

14. A TTACHMENTS City of Calgary Engage Policy Sample action/work plan

21. MATERIALS Actions 2011Action and Resources Start January 2011 1.Key messages finalized 2.Presentation template and outline 3.New easy to find and access website TLAC staff and/or consultant to:  Confirm key messages in Plan  Develop printed card with messages  Prepare PowerPoint presentation  Update links and access to TLAC online site  Seek expertise to enhance web presence and establish social media links STAKEHOLDER ENGAGEMENT AND FEEDBACK – individual and group Actions 2011How to and resources Q1 – enhance existing systems 1.Update and highlight public feedback on website 2.Work with LTS to receive regular reports on public issues, concerns and complaints 3.Use feedback forms at presentations Q2 – new initiative 1.Undertake public survey in Q2 Ongoing – feedback from key influencers 1.TLAC Chair invites key influencers to regular meeting and to make presentations 2.TLAC Chair invites key advocacy groups to make presentations on issues or concerns on a scheduled basis (i.e. bi-annually or on special reports)  TLAC staff and/ consultant work with Chair and Members to strengthen online feedback system  TLAC to meet with City staff responsible for Customer Satisfaction Survey and discuss feasibility of questions related to TLAC business  LTS continues and/ enhances reports to TLAC  TLAC develops new feedback form to be distributed at presentations (or develop online link)  Discuss potential of using Omnibus tool to gather ongoing feedback for long term tracking purposes  Establish schedule of regular presentations Survey  TLAC requests budget funds to undertake survey  Develop RFP for public survey  Select vendor, develop questions and implement survey