2009 Performance Measurement and Benchmarking Report CITY MANAGER’S OFFICE M AY 2 0 1 1 NUMBER (000’S) COST ($) RATE (PER CAPITA) VOLUME (M3) DISTANCE (KM) FREQUENCY (%) AREA (HECTARES) TIME (MIN:SEC) 2009 Performance Measurement and Benchmarking Report TABLE OF CONTENTS Section Page Reference Introduction i Context i -iii How much and what types of taxes did an Ontario family pay in 2010? ii - iii How much tax did each order of government receive from the average ii - iii Ontario family in 2010? How did the City of Toronto spend its 7.6 per cent share of taxes paid ii - iii by the average Toronto family in 2010? Guide to the Summaries of Toronto’s Performance Measurement Results iv - x Toronto’s performance measurement framework for service delivery iv Comparing Toronto’s results internally over time iv -v Comparing Toronto’s results externally to other Ontario municipalities vi - vii How to interpret summaries of Toronto’s performance measurement viii - ix results Basis of costing used in this report x Overall Summary of Toronto’s Performance Measurement and xi - xv Benchmarking Results Comparing Toronto’s service/activity levels and performance xi - xii measurement trends internally (2009 vs. 2008 results) Comparing Toronto’s 2009 service/activity levels and performance xiii-xv results externally to other Ontario municipalities (quartile results) Continuous Improvement Initiatives - Actions Toronto’s Service Areas xvi – xvii are Taking to Further Improve Operations and Performance Initiatives to improve customer service and quality xvi Efficiency improvement initiatives xvi - xvii Initiatives to improve effectiveness xvii - xviii Initiatives to improve the quality of life for Torontonians xviii Other Methods of Assessing Toronto’s Performance xviii - xxi Other report cards and indicator reports xviii Toronto’s award winning initiatives xix Toronto in international rankings and reports xix - xx Global City Indicators Facility xx - xxi 2009 Performance Measurement and Benchmarking Report TABLE OF CONTENTS - CONTINUED Section Page Reference Consolidated Summary of Toronto’s Results by Service Area 1 - 32 Detailed Results, Charts and Initiatives by Service Area 1. Accounts Payable Services 34 – 39 2. Building Services 40 - 49 3. Bylaw Enforcement Services 50 - 55 4. Children’s Services 56 – 63 5. Cultural Services 64 – 71 6. Emergency Medical Services 72 - 83 7. Fire Services 84 - 95 8. General Revenue Services 96 - 101 9. Governance and Corporate Management 102 - 105 10. Hostel Services 106 - 113 11. Information and Technology Services 114 – 119 12. Investment Management Services 120 - 123 13. Legal Services 124 - 129 14. Library Services 130 - 139 15. Long Term Care Services 140 – 147 16. Parking Services 148 - 153 17. Parks Services 154 - 163 18. Planning Services 164 - 171 19. Police Services 172- 185 20. Road Services 186 - 197 21. Social Assistance Services 198 - 207 22. Social Housing Services 208 - 215 23. Solid Waste Management Services 216 - 225 24. Sports and Recreation Services 226 - 237 25. Taxation Services 238 - 243 26. Transit Services 244 - 251 27. Wastewater Services 252 - 261 28. Water Services 262 - 271 2009 Performance Measurement and Benchmarking Report Introduction Toronto's annual performance and benchmarking report provides service / activity level indicators and performance measurement results in 28 of the City’s service areas. It includes up to ten years of historical data to examine internal trends, and compares results externally to 14 other Ontario municipalities through the Ontario Municipal CAOs' Benchmarking Initiative (OMBI). This report builds on the January 2011 joint report issued by the 15 OMBI member municipalities, OMBI 2009 Performance Benchmarking Report (see http://www.ombi.ca/docs/db2file.asp?fileid=216). Toronto is unique among Ontario municipalities because of its size and role as Canada's economic engine and a centre of business, culture, entertainment, sporting and provincial and international governance activities. The most accurate comparison for Toronto is to examine its own year-over-year performance and longer term historical trends. All of Toronto’s service areas continue to look for opportunities to improve operations and performance. Many of these improvement efforts are described at the end of each service section. This report analyzes and interprets Toronto’s own results in terms of internal year-over-year changes and longer term trends and ranks Toronto’s results by quartile in comparison to other OMBI municipalities. 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 • how other orders of government use their share of tax dollars i 2009 Performance Measurement and Benchmarking Report How much and what types of taxes did an Ontario family pay in 2010? 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. Other consumption-based taxes like the HST (Harmonized Sales Tax) are paid at the point of purchase and amounts to 13 per cent of the item purchase price, while others 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, with approximately two thirds of the tax bill used for municipal purposes and the remainder for educational purposes. Property tax is highly visible and is the only form of tax where taxpayers receive a bill they are required to pay - usually through a cheque or pre- authorized bank withdrawal. Figure 1 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 2010 estimates are based on a family income of $96,746 and it is estimated that the average family will pay approximately $40,025 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, the estimated $40,025 in all forms of taxes paid by the average Ontario family in 2010 is split as follows: • federal government - $21,939 or 54.8 per cent • provincial government - $15,058 or 37.6 per cent • City of Toronto - $3,029 or 7.6 per cent, which includes the municipal portion of property taxes, the personal vehicle registration tax(2010) for a family with two cars and solid waste fee for a medium sized bin How does the Toronto government spend its 7.6 per cent share of taxes paid by the average Toronto family? Figure 2 illustrates how the Toronto government spends its 7.6 per cent share of all taxes, or $3,029 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 and information on key improvement initiatives for 28 of the major services the Toronto government provides with its 7.6 per cent share of the total tax dollar. ii 2009 Performance Measurement and Benchmarking Report Figure 1 Estimated Total Taxes Paid in 2010 ($40,025) (for an average Ontario family of two or more and a cash income of $96,746) Applicable tax as % Applicable tax as % Applicable Tax Taxes paid ($) of total cash income of total taxes of $96,746 Cash income $96,746 - - Applicable Taxes Income tax $13,500 33.7% 14.0% Social security, pension, medical and hospital taxes $8,861 22.1% 9.2% Sales taxes $6,801 17.0% 7.0% Profits tax $2,603 6.5% 2.7% Property tax- municipal portion (*Note 1) $2,661 6.7% 2.8% Liquor, tobacco, amusement & other excise taxes $2,024 5.1% 2.1% Automobile, fuel and motor vehicle license taxes $921 2.3% 1.0% Property tax- education portion (*Note 1) $1,088 2.7% 1.1% Other taxes $871 2.2% 0.9% Import duties $309 0.8% 0.3% Solid waste fee for garbage bin - Toronto (*Note 2) $248 0.6% 0.3% Personal vehicle registration tax-Toronto (*Note 3) $120 0.3% 0.1% Natural resource levies $18 0.0% 0.0% Total taxes $40,025 100.0% 41.4% Cash income after taxes $56,721 - - Figure 2 Total Taxes Paid in 2010 by Order of Government ($40,025) (based on an average Ontario family with total income of $96,746) How Your 2010 Municipal Tax Dollars are Spent in Toronto (Based on a home with an assessed value of approximately $451,377 and two cars with Personal Vehicle Ownership tax of $60/vehicle and $248 fee for garbage bin) (*Note 4) Toronto Municipal Service Amount ($) % of All Taxes Police $670 1.67% Public Transit (TTC) $386 0.96% Debt Charges $301 0.75% Fire $270 0.68% Solid Waste (Garbage & Recycling) $248 0.62% Social Services $244 0.61% Parks, Forestry and Recreation $196 0.49% Hostels and Social Housing $195 0.49% Notes Transportation (Roads, signals, bridges) $136 0.34% *Note 1: In Ontario, residential property taxes are levied for municipal Public Library $126 0.32% services as well as education, which is a provincial responsibility. The property tax figure in the Fraser Institute report of $3,749 has been split Children's Services (Childcare) $53 0.13% between the municipal ($2,661) and educational ($1,088) components based EMS (Ambulance) $49 0.12% on Toronto's 2010 property tax rates.