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Services and Budgets

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Services and Budgets Services Services and Budgets The City delivers 58 services with more than 150 sub-services . These include emergency services, housing programs, transit, recreation, operation and maintenance of roads, building inspections and economic development . Of these services, 11 are legislated, mandated or required by senior levels of government, including services such as water and wastewater treatment, solid waste management, Ontario Works, housing programs, Provincial Offences court, paramedic medical care and transportation, and fire safety education and prevention . The remaining 47 services are traditionally offered by municipalities and include transit, parks, arenas, recreation, libraries, parking, animal control, and roads operations and maintenance . This section is broken down into two distinct areas to provide important information about the services we provide, but also to demonstrate financial summaries as it relates to the organization’s structure . First, the service profiles include a summary of each of the 58 services and their service levels including: • Legislated requirements • Public expectations • Performance measures • Capacity of the service area, noting whether the service area is operating at, near or over capacity • Comparison to other municipalities where available, through Key Performance Indicators (KPIs) Next, business plans are provided for each division, based on our organizational structure: • Key accomplishments for 2019 • Strategic issues and opportunities • Key deliverables for 2020 • Key performance indicators and forecasts for 2020 • Revenues and expenses City of Greater Sudbury 71 CAO’s Office Service Overviews CAO’s Office Service Overviews Services Service Requests and Inquiries (311) Service Overview • 311 is the main point of contact for residents to • This team also operates front-counter services at access information about municipal services, reach the Tom Davies Square Citizen Service Centre, a City employee or department or submit a service analyzes call trends to support performance request . 311 accepts inquiries by phone or email, monitoring, leads the City’s use of Customer and provides 24/7 after-hours service for public Relationship Management (CRM) system, and leads works emergencies through a third-party contractor . customer service strategies for the organization . Performance Measures • Wait time: 80% of calls answered in 20 seconds or less • First call resolution rate: 70% of inquiries resolved without referring the call to other staff • Average call handling time (including after-call work): 3 .5 minutes • Average email handling time: 7 .5 minutes • Average in-person handling time: 8 minutes Service Level Expectations Manage Service Requests and Inquiries – Ensure courteous, timely resolution of service requests, inquiries and related transactions that anticipates: 200,000 80% 70% 5,000 30,000 phone calls will be of calls will be of the time, email inquiries will be in-person transactions answered with an answered within inquiries will be answered within one will be completed average work effort of 20 seconds resolved at the first business day, with an with an average 3 .5 minutes per call point of contact average work effort of transaction time of 7 .5 minutes per email 8 minutes Activity Level – Output Achieved 200,000 9,700 33,000 phone calls received with an average email inquiries, in-person transactions work effort of 3.5 minutes, answered with an average response with an average transaction within 20 seconds 70% of the time, and time of 0 .5 days time of 8 minutes resolved at the first point of contact 71% of the time 2020 74 Budget Services Communications and Engagement Service Overview • Leads emergency and crisis communications . engagement, including as the City liaison to 15 • Accountability for CGS online presence . Community Action Networks . • Provides creative and design solutions to support • Provides advice and support to staff in the provision communications, marketing and advocacy activities . of French Language Services, and leads stakeholder relationships with francophone community . • Provides technical, advisory and strategic support related to communications and community Performance Measures • City website pageviews: over 4 million per year • Number of visits on Over to You community engagement portal: over 25,000 visits per year • Number of followers on Facebook: over 15,000 • Number of followers on Twitter: over 10,000 Service Level Expectations Created by popcornarts from the Noun Project 520 325 1,700 3 graphic design service public service pages maintained on the social media accounts requests announcements and news City’s website, with updates maintained releases, and complete posted within 24 hours (Facebook, Twitter online engagement and Instagram) campaigns for 25 projects Activity Level – Output Achieved Created by popcornarts from the Noun Project 585 350 1,740 650 graphic design service public service pages maintained on the media inquiries responded to requests closed announcements and City’s website, with updates with an average processing news releases, and posted within 24 hours time of 2 hours each complete online engagement campaigns for 30 projects City of Greater Sudbury 75 Services Economic Development Service Overview • The Investment and Business Development section • The Tourism and Culture section supports and is focused on growing the local economy . It carries promotes Greater Sudbury through product out activities related to investment attraction, development guidance, media visits, group tour business expansion, development facilitation, export stakeholders, major event support and attraction, development, small business/entrepreneurship marketing, promotions, and partnerships . It supports start-up support (delivered by the Regional Business the local arts and culture sector, including the film Centre), immigration support, and workforce industry . development . • Overall, the Economic Development team administers a number of grant programs (Community Economic Development, Arts and Culture, Tourism Event Support, Starter Company, Summer Company) . Performance Measures • Number of Business Visits completed • Culture total cost including grants per capita • Number of participants at outreach activities • Number of film productions, filming days and (seminars, events and workshops) spending locally • Arts, heritage and festival grants per capita • Number of events supported, out of town visitation • Culture operating cost for arts, heritage and festival and economic impact grants per capita Service Level Expectations 400-450 200 $1 .75 M 105 business visits business registrations and grants seminars, events and per year 60 business (through Community workshops per year start-ups to support Economic Development per year (CED) Fund, Arts and Culture, Tourism Event Support and Regional Business Centre grant programs) 1,500 10-18 70 10-12 client inquiries/interactions international delegations, community and corporate film productions per year. to support per year media vists/familiarization events with planning, Coordinated activities of tours per year promotion and financial Special Events Internal Team contributions supported (SEIT) supported 2020 76 Budget Services Activity Level – Output Achieved 200 221 $1 .87 M 120 business visits business registrations grants (through CED Fund, seminars provided at conducted Arts and Culture, Tourism Prospectors and Developers Event Support and Regional Association of Canada Business Centre grant (PDAC) conference, with programs) 400+ attendees 9 15 77 international delegations film productions with events hosted including 59 community hosted 580 filming days events and 18 corporate or tourism- related events that brought in an estimated 116,515 participants City of Greater Sudbury 77 Corporate Services Service Overviews Services Information Technology Service Overview Delivers comprehensive information and technology The Information and Technology services is made up of (IT) services in support of the City’s strategic plan and the following sub-services: guided by the council endorsed technology vision • Digital Services Delivery of providing “Great services powered by technology and data, where and when you want them” for the • Application Services organization and the community . • Technology Infrastructure and Security Services • End-User Support Services • Data / GIS Services (in development) Performance Measures Digital Service Delivery End-User Support Services • Technology projects/programs meet defined • Average time to resolve requests better than milestones within +/-10% MBNC average • Application Services General Performance • City Services accessible online increase better • IT Devices per supported Full-Time Equivalent than Municipal Benchmarking Network Canada (FTE): 1 .13 in 2017 (MBNC average was 1 .05) (MBNC) average • Total cost of IT per supported FTE: $3,332 in 2017 Technology Infrastructure and Security Services (MBNC average was $4,690) Corporate Services • Up time of critical applications: 99 .9% Service Overviews • Annual security reports: 1 Service Level Expectations Run the Business: includes provisioning standard IT services for users and reliably maintaining systems with 21 .5 FTE that support: 230 14,400 business applications maintained calls to helpdesk support with an at 99 .9% up-time average closure rate of 6 hours City of Greater Sudbury 79 Services Service Level Expectations Grow/Transform the Business includes: technology initiatives approved
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