HomeMy WebLinkAboutCAO-15-039 - Operations Division Restructure
REPORT TO: Special Council
DATE OF MEETING: November 16, 2015
SUBMITTED BY: Jeff Willmer, CAO, 519-741-2200, ext. 7350
PREPARED BY: Dev Tyagi, DCAO, Infrastructure Services, 519-741-2200, ext. 4646
WARD (S) INVOLVED: N/A
DATE OF REPORT: October 27, 2015
REPORT NO.: CAO-15-039
SUBJECT:Operations Division Restructure
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RECOMMENDATION:
That one new permanent full-time Director-level position be established, to enable two
divisions to be created from the current Operations Division,
BACKGROUND:
Recent changes and existing vacancies within the Operations Division’s leadership team have
provided the opportunity, and highlighted the need, to review the division’s structure and the
distribution of its management resources and responsibilities. In keeping with established
protocol, Council approval is required for the addition of full-time permanent positions.
Operations is the largest division within the organization, with 237 full time equivalent staff.
The division is currently led by a single director who is supported by three managers
REPORT:
Operations’ core services cover many of the services citizens interact with on a daily basis and
have the highest expectations for. These include approximately 250 distinct services each of which
falls under one of the following operational categories:
Forestry Horticulture
Sanitary Sewers Storm Sewers
Winter Maintenance Road Maintenance
Sanitation Water Course Maintenance
Concrete Repairs Pumping Stations
Sports fields, Trails, Parks, and Sites Traffic and Sign Shop
Minor Improvements & Technical Services General Work
The division has reached its tipping point in its ability to meet the community’s service level
expectations. Core service workloads across all areas are extremely high and growing, from
approximately 15,000 requests and work orders in 2010 to an estimated 20,000 this year.
*** This information is available in accessible formats upon request. ***
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Demand is outpacing any benefits staff can attain through readily-achievable process
improvements and efficiencies. Based on the past experience of those who have performed
the Director of Operations role, it is unreasonable to expect a single director to successfully
lead such a large complement of staff performing high-demand duties that are critical to the
community’s ability to function each day.
To ensure that staff can continue to deliver consistent and appropriate service levels, and to
better accommodate improved customer service and response times, workload and workflow,
staff are proposing a solution that has also been suggested by some members of Council in
the past – the re-organization of the division to create two smaller divisions from the current
Operations Division. Each of the two resulting divisions would have approximately 97 full-time
permanent staff, plus full-time seasonal staff.The resulting staff complement within each of
the two new divisions is approximately the same size as the Utilities Division. Of the City’s 23
divisions, the two resulting divisions would be two of the four largest.
Due to current vacancies, including the Director of Operations position, and moving into a
traditionally demanding season, there is an urgency to address this situation. Details about the
scope, responsibilities and title of each division are expected to be finalized in the next few
weeks after consultation with Operations staff and Human Resources.
ALIGNMENT WITH CITY OF KITCHENER STRATEGIC PLAN:
The recommendation of this report supports the achievement of the city’s strategic vision
through the delivery of core service.
FINANCIAL IMPLICATIONS:
The “all-in” costs associated with this position are anticipated to be $150,000 in 2016 and will
be incorporated into the 2016 Operating Budget as part of the planned increases to address
the costs to service growth and enhance maintenance of existing infrastructure.
COMMUNITY ENGAGEMENT:
INFORM – This report has been posted to the City’s website with the agenda in advance of the
council / committee meeting.
ACKNOWLEDGED BY:
Jeff Willmer, CAO
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