Service Delivery Review. Clerk s Department/ Administration

Transcription

1 Service Delivery Review Clerk s Department/ Administration

2 Clerk/Administration Service Delivery Review Objective Definition: Evaluation process in which a specific municipal service is systematically reviewed to determine most appropriate way to provide it Trent Hills is committed to reviewing every service provided by the municipality Service Delivery Review leads to the following outcomes for each service: Confirmation of current services and delivery practices Identify need to investigate further service delivery methods and/or level of service Desire to implement new opportunities or directions (add, delete, adjust services and/or delivery methods) 2

3 Clerk/Administration Service Delivery Review The Process Objective was to identify efficiencies to internal processes as well as evaluate services to the public Clerk s Department SDR more internally focused than other departmental reviews Comparator Municipalities 1. Bracebridge 8. Brighton 14. Strathroy-Caradoc 2. Cavan-Monaghan 9. Centre Hastings 15. Brockton 3. Napanee 10. Hastings Highlands 16. Clarington 4. Port Hope 11. Neebing 17. Marmora & Lake 5. South Huron 12. Selwyn 18. North Perth 6. Tweed 13. Grey Highlands 19. South Dundas 7. Trent Lakes 3

4 Recently Evaluated Services and Efficiencies Achieved Customer Relations Switchboard User friendly system being installed with 3 switchboards, automated attendant, streamlined voic , and Emergency Public Inquiry Feature Risk Management - Since March 2015 open insurance claims have been reduced from 35 to 7 Records Management All agreements, bylaws and records for each department in shared database for individual search. All staff trained on the Ontario Municipal Records Management System (TOMRMS) Lease Agreements New model in 2016, moving to 100% cost recovery for municipal facilities Clerk/Administration 4

5 Recently Evaluated and Efficiencies Achieved Accessibility All forms meet accessibility requirements and have been uploaded to municipal website Council, Committees and Boards Fully integrated icompass system for creation and organization of agendas, minutes, action tracking, staff reports, resolutions, records management Clerk/Administration Cemetery Administration Secretary retired in Duties brought in house saving $4,000/year. 5

6 Recently Evaluated and Efficiencies Achieved Clerk/Administration Results of recent improvements: Total estimated cost saving is $24,000 More efficient use of staff time 6

7 Responsibilities of Clerk s Department Clerk/Administration Service Type Method of Review Service Rationale Customer Relations (internal & external components) Risk Management Legal & Property Insurance Recently evaluated/improved Benchmarking Recently evaluated/improved Benchmarking Legislated, Risk Management/Health & Safety, Contract Administration RFQ/Tenders etc. Recently evaluated/improved Benchmarking Legislated, Risk Management/Health & Safety, Communications Technology Services Information, Website, IT, Intranet, Telephone System, Cellular phones, Advertising Recently evaluated/improved Benchmarking Legislated, Risk Management/Health & Safety, Facility Leases & Agreements Recently evaluated/improved Risk Management/Health & Safety, Strategic Plan, Standard Practice Vital Statistics Recently evaluated/improved Legislated, Strategic Plan Records Management Recently evaluated/improved Legislated, Strategic Plan, Standard Practice Livestock Valuer Recently evaluated Legislated, Risk Management/Health & Safety, 7

8 Responsibilities of Clerk s Department cont. Service Type Method of Review Core of Task Freedom of Information Legislated, Administrative Services & Sales Crossing Guards Benchmarking Benchmarking Risk Management/Health & Safety, Strategic Plan, Standard Practice Risk Management/Health & Safety, Strategic Plan, Standard Practice Marriage Officiant Cemetery Benchmarking Legislated, Risk Management/Health & Safety, Town Crier Benchmarking Standard Practice Government Liaison Council Legislated, Risk Management/Health & Safety, Municipal Elections Legislated, Risk Management/Health & Safety, Accessibility Building Components Legislated, Risk Management/Health & Safety, Council, Committee of Adjustment, Property Standards Committee, Advisory & Standing Committees and Boards Licensing, Certificates, Proclamations & Events Commissioner of Oaths Benchmark Benchmark Benchmark Legislated, Legislated, Risk Management/Health & Safety, Legislated, 8

9 Clerk/Administration Opportunity for Efficiencies and Improvement 1. Crossing Guards 2. Cemeteries a) Monument Restoration b) Standard of Maintenance 3. Town Crier 4. Licensing Dog Tags 9

10 Crossing Guards Current Service Level Trent Hills has 8 primary and 9 alternate crossing guards at the various crossings throughout Trent Hills. The current wage for this part-time position is $12.57 per hour. There are challenges in attracting and retaining staff for these positions. Municipal Comparator Results - Trent Hills wages for crossing guards are much lower than neighbouring communities. The average wage from the survey results is $16.00/hour. Options 1. Maintain the level of service and work within the constraints of the budget. 2. Increase wages to reflect average wage of benchmarked communities. The annual budget for crossing guard wages will increase by $13,000 per year if an increase to $16.00/hour is implemented. Clerk/Administration 10

11 Clerk/Administration Cemetery Monument Restoration Current Service Level In the active cemeteries under Trent Hills jurisdiction there are approximately 2,200 monuments. Previously, the Monument Restoration Program was outsourced at a cost of $5,000/year. Staff have been unsuccessful in sourcing a replacement contractor. Municipal Comparator Results None of the communities surveyed perform restoration of monuments. Those monuments that are broken or pose a safety risk are removed from their foundation and laid down. In one instance, operations staff repair foundations only (Clarington). 11

12 Cemetery Monument Restoration Options 1. Revise Cemetery By-law to include a requirement that all monuments have a warranty when purchased. This would address any new installations 2. Create an internal inspection program to mitigate any potential risk and direct staff to remove and lay down any monuments that pose a potential safety risk 3. Continue to seek out a contractor for Monument Restoration Program 4. All of the above 12

13 Cemetery Standard of Maintenance Current Trent Hills Service Level - Parks and Recreation Department maintain the active cemeteries under the municipality s jurisdiction. The cost to cut grass once per week is approximately $30,200 per year (1,500 hours). Municipal comparator results: Majority of municipalities surveyed have contracted caretakers. Options: 1. Maintain current service level and continue to have municipal staff perform all maintenance duties 2. Contract out cemetery grass cutting; estimated cost $35,000 13

14 Town Crier Clerk/Administration Current Trent Hills Service Level - The Town Crier is a unique heritage feature in the Town of Campbellford. The Town Crier position is reviewed by Council annually and $1,000 is allocated to cover the costs associated with the Town Crier proclaiming notable community events and celebrations. The position was placed on hold in 2016 pending the outcome of the Service Delivery Review. Municipal Comparator Results The 19 communities surveyed do not have a Town Crier. Options 1. Resume the Town Crier contract 2. Encourage the existing Town Crier to perform duties independent of the municipality 14

15 Clerk/Administration Licensing Dog Tags Current Trent Hills Service Level dog tags are sold annually resulting in revenue of $12,255. Enforcement of Trent Hills Dog Tag program is performed by the By-law Officer and the Animal Control Officer. Municipal Comparator Results All municipalities surveyed license dogs and have a similar service level; one municipality has a local service club responsible for selling the municipal tags and receives $5.00 for each tag sold; in another municipality also licenses cats. Currently Trent Hills has agreements with the 3 local library branches and 2 convenience stores to sell dog tags only. Options 1. Continue with Dog Tag program, no change 2. Offer the Sale of Dog Tags to Community Service Clubs 3. Consider expanding the program to include cats 15

16 Clerk/Administration Next steps Public input welcomed and encouraged on all responsibilities of Clerk s Department Administrative Service Delivery Review to be finalized by Council in December 20, 2016 Future priorities: Elections, Website, Procedural By-law update 16