During the February 4 County Council meeting a new approach to economic development and tourism was approved for Peterborough County that would see staff leave the physical building of 12 Queen Street in Lakefield in favour of a virtual live chat option and mobile visitor services.
Back in October of 2025, the Economic Development committee received a report from General Manager, Tourism and Communications, Tracie Bertrand outlining options for the future of tourism in the County.
Peterborough County took over tourism operations for lower tier municipalities at the beginning of 2025 and had been operating out of the Old Post Office (below the clock tower) in Lakefield.
The options within the report included four options:
1. Maintain Status Quo (Deliver Visitor Services Year-Round): provides stability, consistent visitor/information service, and strong regional coordination. Limited to one location. The budget would be consistent with 2025, +$14,000 for one summer student.
2. Deliver Visitor Services with Additional Seasonal Locations (expansion of services): this would maintain the operations in Lakefield with additional “seasonal” visitor kiosk(s) at highway entry points (e.g., Hwy 7 & 28 in Otonabee-South Monaghan, Hwy 28 & County Road 4 in Douro Dummer, Hwy 28 north in North Kawartha). This would enhance visibility and accessibility at key travel arteries but requires new financial investments and partnerships. The budget would be increased for kiosks and staffing
3. Deliver Visitor Services Seasonally Only: This would mean vacating the Lakefield hub and deliver visitor services seasonally May to August through a temporary kiosks. This option would reduce overhead but limits year-round service, potentially weakening brand presence. In terms of budget, it would mean reallocation of Lakefield lease savings but a higher summer student costs.
4. Support Model - Townships/Partner Agency to Deliver Seasonal Visitors: This would mean having the County withdraw from delivering visitor/information services and vacate the Lakefield location while investigating a partnership with a partner agency such as the Chamber of Commerce or interested Townships to deliver visitor/information services. This would reduce County costs and offers additional locations across the County (either seasonally or year-round). However it may include risk of fragmenting visitor service delivery across the region but offer a year-round Live Chat feature to deliver services digitally.
In December, Bertrand presented the Economic Advisory Committee with a final recommendation to the committee that they endorse the 2026 Visitor Service Delivery Model consisting of mobile visitor services and virtual visitor services (Live Chat).
This recommendation was moved by Selwyn Mayor and Peterborough County Deputy Warden Sherry Senis and seconded by Douro Dummer Mayor Heather Watson.
Bertrand said in her report that to better meet traveller expectations, provide equitable service across all eight townships, and align with the provincial model, staff are recommending a modernized model that shifts from a single fixed location to a mobile servicing approach.
During 2025, the County was able to provide year-round visitor information and services through the brick and mortar presence. They increased their hours during the summer months. Bertrand said that just through the months of June to August, they had about 500 visitors come in. This however, did not justify the associated annual lease and facility costs according to Bertrand.
Her report went on to say that the County supported two other tourism hubs throughout 2025, one in Buckhorn and one in Havelock.
Bertrand’s report stated that this demonstrates visitor activity is dispersed across the County rather than concentrated in a single community. She said that with numerous tourism destinations located throughout all eight townships, a single fixed County-operated location limits the County’s ability to engage with visitors who may never travel to or through Lakefield.
The key components of this new model according to the report will be:
1. Mobile Visitor Services (May – August): Using a County fleet vehicle, or a short-term vehicle lease, students will provide visitor services at key locations across the County across all eight townships during the traditional tourism season. Locations may include high-traffic tourism areas such as major events, Locks along the Trent-Severn Waterway, fairs, historic sites, community festivals, farmers’ markets, village cores, and other key attractions. These locations will be planned in advance, with permission, and promoted to the public through the 2026 Digital Visitor Map and County communication channels.
2. Virtual Visitor Services – Year-Round Live Chat: A Live Chat feature on thekawarthas.ca will provide travellers with real-time visitor support 12 months a year, ensuring continuity beyond the mobile season.
3. Visitor Service Training for Local Businesses: Tourism staff will offer to train frontline teams at retail shops, accommodations, restaurants, attractions, parks, and events through the Local Advantage programming. This elevates the county-wide visitor experience and ensures consistency regardless of where travellers engage.
This recommendation, approved by the committee was presented to County Council on February 4, 2026 and was passed.
Now that the County has officially notified Selwyn that they will not be continuing their lease at 12 Queen Street, township staff will be presenting new options for the space to Selwyn council at a later date.
This decision comes on the heels of the County Economic Development team, The Peterborough and Kawarthas Chamber of Commerce and Community Futures Peterborough, all ending their lease at the old Post office late last year.
For more information on tourism services through Peterborough County, visit thekawarthas.ca or contact Bertrand at TBertrand@ptbocounty.ca.
