HomeMy WebLinkAboutCouncil Minutes - 2019-03-04 SP19x91 Fill 10d911LIN10LVA ll►Lei 11*y
MARCH 4, 2019 CITY OF KITCHENER
A special meeting of City Council was held at 4:02 p.m. this date, chaired by Mayor B. Vrbanovic with
all members present, except Councillor P. Singh.
Notice of this meeting had been previously given to all members of Council by the City Clerk pursuant
to Chapter 25 (Council Procedure) of the Municipal Code.
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a. DSD -19-048 — Council Input on the Development Services Review
Councillor S. Davey declared a pecuniary interest with respect to the Development Services Review,
as he owns a property that is currently before the Committee of Adjustment.
Council considered Development Services Department report DSD -19-048 (M. Love), dated February
27, 2019, requesting input from Council on the Development Services Review. In addition, Council was
in receipt this date of a feedback form to provide additional written comments on the Development
Services Review.
Mr. J. Readman, General Manager, Development Services, provided Council with the project purpose,
objectives, and life cycle, noting staff is currently at the detailed planning phase. He provided an
overview of the status of the Development Services Review to date, noting the purpose of the
presentation this date is to provide Council with an update on key project planning initiatives and to
obtain feedback to assist in establishing a shared vision and set of guiding principles for Development
Services and the scope for the first year detailed review phase.
Ms. M. Love, Manager of Service Coordination and Improvement, presented the report advising the
purpose of a shared vision is to achieve broad alignment across all stakeholder groups. She provided
an overview of three potential vision statements and the five draft guiding principles and their suggested
corresponding staff actions.
Ms. Love requested Council rate each of the three draft vision statements and five guiding principles
on a five -point scale. She requested further feedback from Council on the following four questions:
Do the draft vision statements and set of guiding principles sufficiently reflect the
stakeholder feedback and Council's expectations?
Are they ready to validate with the public and development community stakeholders?
Does Council see itself defining any actions? If so, what commitments would you like to
make?
Do you feel the prioritized processes (site plan and public engagement) accurately
reflects the bodies of work that should be reviewed in the first year? If not, what is
missing?
Ms. Love provided an overview of the next steps for the Development Services Review, advising staff
will be reporting back to Council in May 2019 regarding a final vision statement, set of guiding principles
and staff actions, and on the final scope for the first-year review period. She noted following the report
to Council in May 2019, staff will initiate the detailed review and begin implementation in August 2019
with an intended project closure scheduled for August 2020.
DSD -19-002 — Corporate Customer Service Review
Council considered Community Services Department report CSD -19-002, dated February 27, 2019,
requesting input on the Corporate Customer Service Review.
Mr. M. May, General Manager/Deputy CAO, Community Services, advised the Corporate Customer
Service Review is nearing completion. He indicated the series of 15 recommendations included in the
staff report were created with input from 5,000 people and are achievable with the City's current
resources and customer service team over the next four years. He further noted the purpose of bringing
the Corporate Customer Service Review before Council this date is to prioritize the action items within
the recommendations related to red tape and e -services.
Ms. C. Baker, Supervisor, Customer Experience, presented the report and advised that staff were
successful in achieving the five Customer Service Review objectives in the recommendations outlined
SPECIAL COUNCIL MINUTES
MARCH 4, 2019 -41- CITY OF KITCHENER
in Appendix'A' of the report. She provided an overview of the three phases of engagement, stating the
key findings were then organized into the Corporate Customer Service Framework. She advised the
Corporate Customer Service Framework was intended to provide guidance when allocating funding
and staff resources to ensure those investments have the highest and most positive impact on the
City's customer service experiences.
She provided an overview of the four key areas of focus identified in the Framework, which include:
Empathetic Staff; Clear Standards; Easy Processes; and, Convenient Tools.
Ms. Baker requested feedback from Council on the following two questions:
1. When you look at the list of red tape reviews (recommendation #8), what are your highest and
lowest priorities?
2. When you look at the list of e -services (recommendation #10), what are your highest and lowest
priorities?
Ms. J. Miller, Director, Corporate Customer Service, advised the Corporate Customer Service team will
be responsible for implementing the majority of the recommendations outlined in the staff report, noting
other resources throughout the City may be utilized where possible.
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MAYOR
On motion the meeting adjourned at 6:13 p.m.
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CLERK