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Performance Measurement and Benchmarking Report 2011 Performance Measurement and Benchmarking Report CITY MANAGER’S OFFICE MARCH 2013 NUMBER (000’S) COST ($) RATE (PER CAPITA) VOLUME (M3) DISTANCE (KM) FREQUENCY (%) AREA (HECTARES) TIME (MIN:SEC) 2011 Performance Measurement and Benchmarking Report TABLE OF CONTENTS Section Page Reference Introduction 1 Context How much and what types of taxes did an Ontario family pay in 2012? 2 How much tax did each order of government receive from the average 2 Ontario family in 2012? How did the City of Toronto spend its 8.9 percent share of taxes paid by 2-3 the average Toronto family in 2012? What's New in this Year's Report? 4 Summary of Toronto’s Performance Results 4 Internal Comparison of Toronto’s 2011 vs. 2010 results Service/activity level indicator trends 5 Performance measurement result trends 6-7 Comparing Toronto’s 2011 results externally to other Canadian municipalities Service/activity level indicators (quartile results) 8 Performance measurement results (quartile results) 9-10 Continuous Improvement Initiatives – What Actions are Toronto’s Service Areas Taking to Further Improve Operations and Performance Initiatives to improve customer service 11-12 Efficiency improvement initiatives 12-13 Initiatives to improve effectiveness 13-15 Initiatives to improve the quality of life of Torontonians 15 Other Methods of Assessing Toronto’s Progress Toronto’s award-winning initiatives 16 The City Manager's Awards for Toronto Public Service Excellence 16 Other indicator reports 17 Toronto in international rankings and reports 17-21 Global City Indicators 22-23 Guide to the Summaries of Toronto’s Performance Measurement Results Toronto’s performance measurement framework for service delivery 24 Comparing Toronto’s results internally over time 25 Comparing Toronto’s results externally to other Canadian municipalities 26-27 How to interpret charts throughout this report 28-29 Basis of costing used in this report 30 2011 Performance Measurement and Benchmarking Report TABLE OF CONTENTS - CONTINUED Section Page Reference Consolidated Summary of Toronto’s Results by Service Area 33 -75 Detailed Results, Charts and Initiatives by Service Area 1. Accounts Payable Services 78 - 82 2. Building Services 84 - 94 3. Bylaw Enforcement Services 96 - 101 4. Children’s Services 102 - 111 5. Clerk's Services 112 - 122 6. Court Services 124 - 131 7. Cultural Services 132 - 137 8. Emergency Medical Services 138 - 150 9. Fire Services 152 - 163 10. Fleet Services 164 - 170 11. General Revenue Services 172 - 176 12. Governance and Corporate Management 178 - 181 13. Hostel Services 182 - 189 14. Information and Technology Services 190 - 197 15. Investment Management Services 198 - 202 16. Legal Services 204 - 207 17. Library Services 208 - 216 18. Long-Term Care Services 218 - 225 19. Parking Services 226 - 231 20. Parks Services 232 - 240 21. Payroll Services 242 - 247 22. Planning Services 248 - 255 23. Police Services 256 - 270 24. Purchasing Services 272 - 279 25. Road Services 280 - 291 26. Social Assistance Services 292 - 303 27. Social Housing Services 304 - 310 28. Solid Waste Management Services 312 - 320 29. Sports and Recreation Services 322 - 335 30. Taxation Services 336 - 342 31. Transit Services 344 - 352 32. Wastewater Services 354 - 362 33. Water Services 364 - 373 2011 Performance Measurement and Benchmarking Report Introduction Presently, there are two key reports issued by the City Manager's Office that are used to report on Toronto's progress: This annual report on Toronto's Performance Measurement and Benchmarking results, based on 2011 results of Toronto and comparative municipalities. It should be noted that the annual data collection process for the information published in this report is a result of a joint effort with other OMBI municipalities. Therefore, the 2012 data and results will not be available until mid-2013. More timely information provided on a quarterly basis through the Management Information Dashboard that provides the most current information available for Toronto on economic, social and divisional indicators. The most recent report for 2012 Quarter 4 is available at http://www.toronto.ca/legdocs/mmis/2013/ex/bgrd/backgroundfile-56578.pdf, and includes data on: o Key economic indicators such as office and industrial vacancy rates, unemployment rates, bankruptcies, retail sales, exports, home sales, and average home prices. o Broader social indicators such as food bank usage and mortgages in arrears. o Revenue sources such as TTC user fees, building fees and the Land Transfer Tax. o Monthly or quarterly data for a number of measures and indicators also found in this benchmarking report such as: . Development indicators like the number of planning applications and construction values of building permits issued. Social indicators such as shelter use, social assistance caseloads, and the size of waiting lists for subsidized childcare and social housing units. Recreation program and library use as well as transit ridership. Crime rates. Toronto is unique among Canadian municipalities because of its size and role as Ontario's and Canada's economic engine and centre of Ontario's business, culture, entertainment, sporting and provincial and international governance activities. Therefore, the most accurate comparison for Toronto is to examine its own year-over-year performance and longer term historical trends. Toronto's 2011 Performance Measurement and Benchmarking report provides service/activity level indicators and performance measurement results in 33 of the City’s service areas and includes up to eleven years of historical data, colour-coded summaries of results, and supporting charts to describe those trends. Web links have been included where similar neighbourhood-based data are available through Wellbeing Toronto to complement the city-wide information in this report. This report also provides an external perspective, using colour-coded summaries to rank Toronto’s 2011 results by quartile in comparison to the other 15 municipalities that comprise the Ontario Municipal CAOs' Benchmarking Initiative (OMBI), which now includes the Cities of Calgary and Winnipeg. It builds on the October 2012 report entitled OMBI 2011 Performance Benchmarking Report by focussing on Toronto's results. All of Toronto’s service areas continue to look for opportunities to improve operations and performance. Many of these improvement efforts completed in 2012 or planned for 2013 are summarized on pages 11 to 15, and can also be found at the end of each service section. 1 2011 Performance Measurement and Benchmarking Report Context For context on Toronto’s service delivery performance from the perspective of an average Toronto family, it is important to consider: How much and what different types of taxes an average Toronto family pays over the course of a year; What order of government these taxes are paid to and in what proportions; How the City of Toronto uses its share of these tax dollars received; and How other orders of government use their share of tax dollars. How much and what types of taxes did an Ontario family pay in 2012? Families pay taxes throughout the year in many different forms. Some taxes, such as income tax, Employment Insurance and Canada Pension Plan premiums, are deducted directly from gross salaries. Consumption-based taxes such as the HST (Harmonized Sales Tax) are paid at the point of purchase. HST amounts to 13 percent of the item's purchase price, while other sales taxes such as gasoline, liquor and tobacco taxes are embedded in the purchase price and are not always evident. Property tax is based on a percentage of the assessed value of land and buildings. Approximately 71 percent of the property tax bill is used for municipal purposes, while the remainder is used for educational purposes. Property tax is highly visible and is the only form of tax where taxpayers receive a bill. Figure 1 on the next page provides a summary, based on the work of the Fraser Institute, of the types and amounts of all forms of taxes paid to all three orders of government by an average Ontario family of two or more. Their 2012 estimates are based on a family income of $96,865. It is estimated that the average family will pay approximately $42,823 in all forms of taxes to all orders of government. How much tax did each level of government receive from the average Ontario family? As illustrated in Figure 2 on the next page, the estimated $42,823 in all forms of taxes paid by the average Ontario family in 2012, is split as follows: Federal government - $23,319 or 54.5 percent. Provincial government - $15,679 or 36.6 percent. City of Toronto - $3,823 or 8.9 percent, which includes the municipal portion of property taxes and the solid waste fee for a medium-sized bin. How does the Toronto government spend its 8.9 percent share of taxes paid by the average Toronto family? Figure 2 also illustrates how the City of Toronto government spends its 8.9 percent share of all taxes, or $3,823, to deliver the wide the range of municipal services provided to Torontonians that are vital to their daily lives. This report provides performance measurement and benchmarking results for 33 of the major services the City of Toronto provides with its 8.9 percent share of the total tax dollar, as well as information on key improvement initiatives intended to improve the efficiency and effectiveness of operations. 2 2011 Performance Measurement and Benchmarking Report Applicable tax Applicable tax as Applicable Tax Taxes paid ($) as % of total % of total
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