Communications and Public Engagement Consulting Services

The Vendor is required to provide for the provision of communications and public engagement consulting Services related to the curbside collection automated cart collection transition – education & outreach project.
- The consultant is to develop a comprehensive phased communications and outreach campaign, including procurement and management of printing, mail fulfilment, and video production: scripts/storyboards, production, captions/subtitles in English and Punjabi.
- Several additional program changes will occur at this time:
•    Reducing weekly recycling collection from weekly to bi-weekly
•    Elimination of extra garbage stickers for additional garbage to be collection above the current limit.
•    Reduction in extra yard waste bag collection from 10 bags per collection year-round to 5 bags per collection between May 1 and November 1.
- Objectives
•    Build awareness and understanding of what is changing and why, and prepare residents for the transition.
•    Provide clear operational “how-to” guidance (cart set-out placement/spacing/access, cart use) and reduce service disruptions.
•    Provide all communications and materials in English and Punjabi.
•    Support a cart selection and exchange program with clear, step-by-step instructions and deadlines.
- The consultant is responsible for all strategy, delivery and implementation, including:
•    Project management, stakeholder coordination, and approvals management.
•    Communications plan and detailed implementation schedule (phased).
•    Copywriting, graphic design, production, printing, and Punjabi translation for all materials.
•    Work with City staff for implementation across agreed channels (web/engagement portal, social, direct mail, etc.)
•    Procurement and management of printing and mail fulfilment (vendor quotes, production, mail-house coordination, distribution reporting) with assistance from city staff for direct mail distribution plans. This mailout will be to all homes receiving curbside collection (approximately 12, 315) plus extras for handout at city facilities and events.
•    Performance measurement, reporting, and continuous improvement.
•    Rapid updates and issue management during rollout.
•    Video series production: scripts/storyboards, production, editing, captions/subtitles in English and Punjabi.
•    Work with designated City staff to identify program requirements to aid in content development.
- Initiation, Discovery, and Implementation Plan
•    Confirm program decisions affecting messaging: collection changes, cart use requirements, routing/schedule impacts, cart delivery approach, cart selection process, and cart exchange program details.
•    Identify high-risk customer pain points (e.g., set-out placement/spacing/access constraints; neighborhood-specific constraints; contamination behaviour) for targeted communications.
•    Include: audiences, key messages by phase, channels/tactics, deliverables list, production schedule, approval workflow, risk register, and issue response protocol.
- Messaging Platform, FAQs, and Staff Enablement (Bilingual)
•    Key message matrix (audience x phase x channel).
•    Resident FAQ (print-ready and web-ready).
•    Customer service scripts and internal quick reference sheets (to support increased inquiry volumes during rollout).
•    “Myth vs Fact” sheet and escalation-ready responses for common issues.
•    Cart selection process “how to” information (print-ready and web-ready) for staff and residents.
- Creative, Design, Production, and Translation (ALL materials bilingual)
•    The consultant will develop a consistent bilingual creative system and produce materials in print and digital formats.
•    “Curbside Cart Collection Guide” (English and Punjabi).
•    Static display(s)
•    Event banner(s)
•    Cart set-out visuals (placement/spacing/access requirements) (English and Punjabi).
•    Website and engagement portal content package (landing page content blocks, downloadable resources) (English and Punjabi).
•    Social media toolkit: bilingual post copy and graphics and posting calendar.
•    Media-ready content for press releases / community notices (as applicable) (English and Punjabi).
•    Original photos to tell the story through each phase of the project
•    Design and content for posters, rack cards, newspaper ads, digital billboards, etc.
•    Cart selection period materials: how it works, process, steps, deadlines. (English and Punjabi).
•    Cart exchange program materials: how it works, eligibility/process, steps, deadlines. (English and Punjabi).
•    Direct mail-out postcard featuring cart selection information.
•    “Welcome to your new cart” handout
- Punjabi translation requirements (all materials)
•    Provide professional Punjabi translation and bilingual layout for every deliverable, including mail pieces, scripts, and digital content.
•    Manage translation workflow, terminology consistency, proofreading/QA, and final approvals prior to print and publishing.