City of Winnipeg

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City of Winnipeg

• Defining and Using Service Profiles

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MRM/GS - Model Overview
SOURCE Chartwell - Management Reference Model
for Government Services - Training Workbook
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Focus on Winnipeg Services

• Began in December 1997, finished in June 1998
• Identified 141 Internal and External services
• Planned to assist Council and Management in
  decision making and support
• Plan Winnipeg amendments
• Corporate and department business planning
• Budget reform
• Organizational restructuring
• Performance Measurement
• Alternative service delivery

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Services Help Provide Answers to

• What are the services we provide and why?
• What are the citizen needs that our service
  support?
• Who are our clients and how many are there?
• What do the clients value about our services?
• Who is accountable for each service?
• What are the costs of service delivery?
• How well are we performing each service?

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City Services

• Animal Control Care
• Arts, Entertainment and Culture Grants
• Arts, Entertainment and Culture Events
• Zoo
• Conservatory
• Museums
• Property Assessment
• Business Assessment
• Assessment Appeals
• Property Taxation
• Business Taxation

• Other Taxation
• Residential Building Permits
• Non-Residential Building Permits
• Residential Building Inspections
• Non-Residential Building Inspections
• Property By-law Enforcement
• Cemeteries
• Street Cleaning/Litter Collection

6
City Services

• Public Gardens/Landscaping
• Ornamental Lighting, Flags Banners, Public Art
• Downtown Planning
• Mature Neighbourhoods Planning
• Suburban/City-wide Planning
• Land Development
• Surveying Mapping
• Community Health Inspections

• Designated Trades Licensing
• Social Support
• Auditing
• Mayor Council
• Archives - City Clerks
• Elections - City Clerks
• Citizen Access / Decision Appeals - City Clerks
• Council Support - City Clerks
• Legal Services
• Printing/Graphics/Translation/Mail

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City Services

• Executive Support
• Public Affairs
• Strategic Management
• Community Policing/Patrol/Education
• Street Lighting
• Park Policing
• Targeted Crime Prevention Initiatives
• Disaster Preparedness Response
• Economic Development Operating Grants to Agencies

• Business Liaison
• Economic Development Financial Incentives
• Financial Reporting
• Financing Cash Management
• Financial Planning Budget Review
• Accounting Controllership
• Financial Risk Management
• Payroll Benefits
• Materials Management

8
City Services

• Fire Injury Prevention Education
• Fire Inspection
• Fire Rescue Response
• Fire Investigation
• Heritage Conservation Financial Incentives
• Heritage Planning/Non-Financial Support
• Occupational Well-being
• Labour Relations
• Staffing / Recruiting
• Equity Diversity

• Employee Counseling
• Classification Compensation
• Staff Development
• IT Operations
• IT Systems Development
• IT Electronic Communications
• IT Data Management
• Mosquito Control
• Other Insect Control
• Flood Control
• Land Drainage

9
City Services

• Library Materials and Circulation
• Library Information Reference
• Library Educational Programs
• Library Outreach
• Medical Response
• Medical Transfers
• Community Development
• Housing Initiatives
• Park Grass Maintenance
• Park Amenity Maintenance

• Athletic Field Maintenance
• Park Pathway Maintenance
• Park Planning Development
• Tree Planting
• Tree Pruning Removals (non-DED)
• Dutch Elm Disease Control
• Weed Control
• Natural Areas Management
• Civic Accommodations

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City Services

• Athletic Field Maintenance
• Park Pathway Maintenance
• Park Planning Development
• Tree Planting
• Tree Pruning Removals (non-DED)
• Dutch Elm Disease Control
• Weed Control
• Natural Areas Management
• Civic Accommodations
• Library Facilities

• Pool Facilities
• Arena Facilities
• Recreation Centres
• Community Centres
• Parking Facilities
• Fleet Vehicles
• Equipment
• Land Property
• Police Response
• Contract Policing
• Crime Investigation
• Police Training

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City Services

• Regular Transit
• Handi-Transit
• Aquatics Programs
• Ice / Skating Programs
• Sport/Fitness/Wellness Programs
• Casual Recreation Facility Use
• Community Centre Grants
• Non-Financial Support to Community Centres
• Golf Courses
• Recreation Facility Maintenance Allocation

• Residential Recycling - Single Family Dwelling
• Residential Recycling - Multi-family Dwelling
• Bridge Construction Maintenance
• Regional Streets Construction Maintenance
• Local Streets Construction Maintenance
• Sidewalk Construction Maintenance
• Regional Streets Snow Ice Removal

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City Services

• Local Streets Snow Ice Removal
• Sidewalk Snow Ice Removal
• Park Facility Snow Ice Removal
• Snow Disposal Sites
• Garbage Collection
• Solid Waste Disposal
• On Street Parking Enforcement
• Traffic Law Enforcement - Automated

• Traffic Law Enforcement - Officer
• Transportation Planning Design
• Traffic / Right of Way Management
• On-Street Parking
• Wastewater Collection
• Wastewater Treatment
• Water Supply Treatment
• Water Distribution

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Corporate Planning Framework
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Service Value
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Corporate Strategy

• Link Council priorities to direction for
  Administration through
• An annual Call Letter from the CAO to Directors
  outlining strategic direction and budget targets
  
• Minimum corporate requirements for departmental
  business plan submissions
• A corporate plan and budget summarizing
  service-based information (strategies and
  budget)

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Service-based Approach

• Aligns services to Plan Winnipeg
• Attempts to capture service current levels
• Identifies service goals and strategies
• Outlines risks and opportunities
• Sets performance measures
• Affordable
• Responsive
• Innovative

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Department Business Plans

• A focus on services and clients
• A vision of the future
• A mission for the department
• A strategic direction
• Well defined goals and objectives
• A service-based budget
• A means of measuring performance

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Performance Management

• Citizen satisfaction with services
• Service performance
• Effectiveness
• Efficiency
• Corporate performance
• Quality of life

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Service Performance (effectiveness)

• Examples of effectiveness measures
• Crime Prevention
• Trend in crime rate (people and property)
• Recycling / Waste Minimization
• of solid waste diverted from landfill
• Roadway Construction Maintenance
• of streets in satisfactory condition or better
• Building Permits Inspections
• of violators per 1,000 inspections conducted

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Service Performance (efficiency)

• Examples of efficiency measures
• Parks Urban Forestry
• Cost per hectare of turf mowing
• Cost per tree pruned
• Solid Waste Collection
• Cost per tonne of solid waste collected
• Cost per collection point
• Recreation
• Cost per aquatics class provided
• Cost per round of golf played

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Results

• A departmental plan includes the following
  sections
• Executive Summary
• Departmental Introduction
• Analysis of Public Services
• Information Technology
• Human Resource Planning
• Physical Asset Management
• Finance
• Performance Measurement
• Appendices

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Results

• Public service analysis
• Service description
• Clients/stakeholders
• Annual volume (size, scale, cost)
• Accountable organizational unit
• Environmental scan on service delivery trends,
  benchmarks
• Strengths, weaknesses, opportunities, threats

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Example - Roadway Snow Removal

• Includes
• Roadway Snow and Ice Control
• Provision of Snow Disposal Sites
• Description
• To undertake effective roadway snow and ice
  control services in order to provide safe and
  accessible conditions on City streets and
  sidewalks during the winter season.
•  Key Goals
• Maintain a competent and sustainable workforce
  with a clear knowledge of Divisional roles and
  responsibilities
• Develop and implement a risk management program
• Improve work methods and technologies

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Goals and Strategies
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Citizen Satisfaction
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Output Data
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Service Expenditure
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Service Cost to Budget Items
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Thank You