How a digital HR hub earned Innovative HR Teams 2026 recognition
Supporting a workforce that spans emergency response, healthcare, infrastructure, social services, and administrative functions starts with equitable access to human resources at Peel Region.
Peel Region employs professionals across a large service network, from paramedics, nurses, and long-term care workers to teams responsible for public health, transportation, water systems, housing, and social programs. Their work environments are equally varied – some operate on shifts or remain on call 24/7, while others keep regular office hours. To provide fair HR support to such a dispersed workforce, Peel Region needed infrastructure that could break down barriers of location and time.
Over the past year, Peel Region’s HR team has acted on that premise through the design and rollout of the Employee Service Centre, a centralized digital hub that connects employees with support, information, and essential services. The initiative has earned Peel Region a place on HRD Canada’s Innovative HR Teams 2026 list and marks an important step in the municipality’s digital modernization journey.
The Employee Service Centre supports that operational reality. Through an intuitive online platform and companion mobile app, employees can access payroll, benefits, and time and attendance tools – all in one place. The Centre also offers self-service resources two-way HR communication and on-demand knowledge articles, simplifying administrative work for both employees and HR teams.
Peel Region’s chief human resources officer, Deborah Arsenault, describes the initiative as a transformative leap in how Peel supports its people.
“The Employee Service Centre offers a modern, transformative experience designed to meet the diverse HR needs of Peel Region employees,” she explains. “Centralizing critical HR functions into an accessible online platform makes it easier for employees to access services, support, and resources, wherever and whenever they need them. This initiative is reshaping how our employees connect with HR, creating a more consistent and responsive experience across the organization.”
Within the first year of operation, the Employee Service Centre achieved measurable success:
- resolved more than 40,000 inquiries
- recorded an 86 percent resolution rate
- achieved a 95 percent response rate
These results highlight efficient service delivery and active employee engagement – outcomes that many large public-sector organizations aspire to.
A new standard for employee-centred HR
For Peel Region, the online platform ensures that HR support aligns with the expectations of a diverse workforce. As public-sector employers compete for talent and manage complex service mandates, digital capability has become central to the employee experience.
Davinder Valeri, chief financial officer and commissioner of corporate services, says, “Supporting our employees’ wellness and growth is a top priority … The Employee Service Centre provides a modern and easy way to connect with human resources for timely support.”
She adds, “By being responsive to the needs of our diverse workforce, we are shaping a workplace where every employee feels supported, valued, and is equipped with the tools they need to succeed and serve our community.”
This initiative is now a cornerstone of Peel Region’s continuous improvement efforts, reinforcing transparency and responsiveness throughout the organization. Planned enhancements, including AI-powered search, onboarding and employee relations modules, promise to further streamline the user experience and expanding accessibility.
Peel Region has not gone unnoticed. Recognition from HRD Canada underscores the impact and importance of the Employee Service Centre. By building robust systems that coordinate support across a broad service environment, Peel Region demonstrates how reliable HR infrastructure contributes to organizational effectiveness.
In sum, the Employee Service Centre has set a new standard for HR support at Peel Region, ensuring every employee has equitable access to the tools and resources needed to thrive.
