HomeMy WebLinkAboutCouncil - 2018-02-26 SSPECIAL COUNCIL MINUTES
FEBRUARY 26, 2018 CITY OF KITCHENER
A special meeting of City Council was held at 4:00 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.
1. CSD -18-050 — UPDATE ON CORPORATE CUSTOMER SERVICE INITIATIVES
Council considered Community Services Department report CSD -18-050 (J. Miller), dated February
19, 2018, providing an update on corporate customer service initiatives.
Ms. J. Miller, Executive Director, CAO's Office, presented the report which aimed to provide Council
with an update on the establishment and focus of the new Corporate Customer Service Division and
immediate actions with the Closing the Loop with Citizens & Customer Service Review.
Ms. Miller advised Council that staff currently defines closing the loop as "ensuring citizens who have
initiated a service request with the City are notified of the closure of that request," and asked Council
the following questions:
1. Does this definition capture what you've heard from citizens about what they want in terms of
closure? "Ensuring that citizens who have initiated a service request with the City are notified
of the closure and (if appropriate), the outcome of that request."
2. Do you have any suggestions for services you would like us to pilot closure notifications on?
3. Having seen the results of our initial citizen engagement, what questions would you like us to
ask citizens in future phases of the public consultation?
Mr. Curtis Brown, Senior Research Associate, Environics Research, presented the 2017 Customer
Service Survey telephone results. He explained the survey consisted of 601 interviews with set
quotas by gender and ward. Mr. Brown suggested based on the survey results, the future goal should
be to increase the percentage who are "very satisfied".
Ms. Miller advised staff will use the initial community input from the statistically -representative survey
and feedback from Council for future phases of the comprehensive customer service review,
including a series of recommendations to Council, in early 2019.
Councillor P. Singh entered the meeting at this time.
2. IN -CAMERA MEETING AUTHORIZATION
Moved by Councillor B. loannidis
Seconded by Councillor Y. Fernandes
"That an in -camera meeting of City Council be held this date to consider a matter subject to
solicitor -client privilege and a land acquisition/disposition matter."
Carried.
The meeting then recessed at 5:40 p.m. and reconvened at 6:51 p.m. chaired by Mayor B. Vrbanovic
with all members present.
3. POTENTIAL LAND ACQUISITION
Moved by Councillor S. Marsh
Seconded by Councillor Y. Fernandes
"That the CAO be authorized to submit a non-binding Expression of Interest to the Waterloo
Catholic District School Board regarding 91 Moore Avenue, due to its adjacency to the City's
Mount Hope Cemetery to allow the City time to perform its due diligence; and further,
That the Expression of Interest be satisfactory to the City Solicitor."
Carried.
SPECIAL COUNCIL MINUTES
FEBRUARY 26, 2018 - 31- CITY OF KITCHENER
On motion the meeting adjourned at 6:53 p.m.
MAYOR CLERK