HomeMy WebLinkAboutCIS Agenda - 2021-06-14Community & Infrastructure Services Committee
Agenda
Monday, June 14, 2021
1:00 p.m. - 2:30 p.m.
Office of the City Clerk
Electronic Meeting
Kitchener City Hall
nd
200 King St. W. - 2 Floor
Kitchener ON N2G 4G7
Page 1 Chair - Councillor B. Ioannidis Vice-Chair - Councillor D. Schnider
Due to COVID-19 restrictions City Hall is not open except for very limited services by appointment only. Members
of public are invited to participate in this meeting electronically by accessing the meeting live-stream video at
kitchener.ca/watchnow.
While in-person delegation requests are not feasible at this time, members of the public are invited to submit
written comments or participate electronically in the meeting by contacting delegation@kitchener.ca. Delegates
must register by 11:00 a.m. on June 14, 2021, in order to participate electronically. Written comments will be
circulated prior to the meeting and will form part of the public record.
Consent Items
The following matters are considered not to require debate and should be approved by one motion in accordance
with the recommendation contained in each staff report. A majority vote is required to discuss any report listed
as under this section.
None
Delegations
-law, delegations are permitted to address the Committee for a maximum of five
(5)minutes.
Item 1 - Janine Toms
Discussion Items
1.DSD-2021-93 - On-Street Parking Regulations - Peter Street(10 min)
2.DSD-2021-63 - Iron Horse Trail Crossings and Cycling Spot Fixes(30 min)
(Staff will provide a 5-minute presentation on this matter)
3.CSD-2021-6-Main Floor Service Centre at City Hall(30 min)
(Staff will provide a 5-minute presentation on this matter)
Information Items
None
Dianna Saunderson
Committee Administrator
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take part in a city meeting or event, please call 519-741-2345 or TTY 1-866-969-9994 **
REPORT TO:Community and Infrastructure Services Committee
DATE OF MEETING:June 14, 2021
SUBMITTED BY:Barry Cronkite, Director, Transportation Services
519-741-2200 ext. 7738
PREPARED BY:Ivan J Balaban, Traffic Technologist, (519) 741-2200x7302
WARD(S) INVOLVED:Ward9
DATE OF REPORT:May 18, 2021
REPORT NO.:DSD-2021-93
SUBJECT:On-Street Parking Regulations–Peter Street
RECOMMENDATION:
That parking be prohibitedat all timeson the west (even-numbered) side of Peter
Street from Martin Street to Whitney Place;and further,
Thatthe Uniform Traffic Bylaw be amended accordingly.
REPORT HIGHLIGHTS:
The purpose of this report isto amend the Uniform Traffic By-Law 2019-113to prohibit
parking at all times on theportion of Peter Streetfrom Martin Street to Whitney Place.
The key finding of this report isthat residents were surveyed and showed majority
support for theparking prohibition recommended herein
The financial implications areapproximately $200 and will be taken from the existing
sign maintenance budget
Affected households were engaged through a mailed survey and notification letters
This report supports the delivery of core services.
BACKGROUND:
Transportation Services has receivedconcerns from residents on Peter Street between
Martin Street and Whitney Place, expressing that they are having difficulty accessing their
driveways due to the presence of cars parked on-street. This issue is present in the non-
winter months, as there is an existingparking prohibition on Peter Street from January 1to
March31. This issue began after the completion of a reconstruction project which narrowed
the roadway width of Peter Street to approximately 6.5 metres.
REPORT:
Residents on Peter Street between Martin Street and Whitney Place were surveyed
regarding a proposal to prohibit parking at all times on the west (even-numbered) side of
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY 1-866-969-9994 for assistance.
Peter Street in this area. This would result in the loss of approximately 5 parking spaces. A
survey letter dated April 14, 2021 was mailed to residents, with a response deadline of April
28, 2021. The results of the survey are as follows:
Prohibit parking at all times on the west (even-6votes(55% of Respondents)
numbered) side of Peter Street from Martin Street to
Whitney Place.
Leave existing on-street parking as is:5votes(45% of Respondents)
TOTAL: 11out of 16responded (69% response rate)
Based on the results of this survey, Transportation Services is recommending thatparking
be prohibitedat all timeson the west (even-numbered) side of Peter Street from Martin
Street to Whitney Place.
STRATEGIC PLAN ALIGNMENT:
This report supports the delivery of core services.
FINANCIAL IMPLICATIONS:
Capital Budget–The recommendation has no impact on the Capital Budget.
Operating Budget–The recommendation has a $200 impact on the Operating Budget for
sign installations. These costs will be charged to the existing Sign Maintenance budget
COMMUNITY ENGAGEMENT:
INFORM –This report has been posted to the City’s website with the agenda inadvance of
the council / committee meeting.Affected residents were notified of the results of the survey
and the date of the meeting through mail.
CONSULT –Affected residents were surveyed to determine if there is community support
for this change.
PREVIOUS REPORTS/AUTHORITIES:
City of Kitchener Uniform Traffic By-law No. 2019-113
APPROVEDBY: Justin Readman, General Manager, Development Services Division
ATTACHMENTS:
Attachment A –Key Map –Peter Street Proposed On-street Parking Regulations
Appendix A –Key Map
Peter Street Proposed On-street Parking Regulations
REPORT TO:Community and Infrastructure Services Committee
DATE OF MEETING:June 14, 2021
SUBMITTED BY:Cronkite, Barry, Director, Transportation Services, 519-741-2200
ext. 7738
PREPARED BY:Kropf, Darren, Active Transportation Planning Project Manager,
519-741-2200 ext. 7314
WARD(S) INVOLVED:Wards9, 10
DATE OF REPORT:June 3, 2021
REPORT NO.:DSD-2021-63
SUBJECT:Iron Horse Trail crossings andcycling spot fixes
RECOMMENDATION:
That pedestrian crossovers (PXOs) be installed on the Iron Horse Trail at Union
Boulevard, Glasgow Street, Gage Avenue, West Avenue, Mill Street, Madison
Avenue, and Kent Ave; and,
That stopping be prohibited at any time 15 metres from the crossing at each
approach, and ten (10) metres immediately following each crossing; and,
That raised crossings be constructed attheIron Horse Trail at Glasgow Street, Mill
Street, and Madison Avenue;and,
That aprojectbudget of $250,000 be allocated from theremaining Ontario Municipal
Commuter Cycling grant and the Iron Horse Trail improvements accountfor
installation of PXOs and raised crossings on the Iron Horse Trail;andfurther,
That the existing stop controls at Young Street/Ahrens Avenue be reversed to
require eastboundand westboundtraffic on Ahrens Avenue to stopat Young Street
while permitting traffic on Young Street to travel through Ahrens Avenue without
stopping; and,
That the existing stop controls at Chapel Street and Merner Avenue be reversed to
require northboundand southbound traffic on Merner Avenueto stop at Chapel
Streetwhile permitting traffic on ChapelStreet to travel through Merner Avenue
without stopping; and,
That the existing stop controls at ChurchStreet and Cedar Streetbe reversed to
require northboundand southbound traffic on Cedar Streetto stop at Church Street
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY 1-866-969-9994 for assistance.
while permitting traffic on ChurchStreet to travel through Cedar Streetwithout
stopping; andfurther,
That four parking spaces on Francis Street (between Charles Street West and Hall’s
Lane West) berestricted between6:30 to 9:30 a.m.,2:30 to 6:00 p.m.and 10:30 to
11:30 p.m.to permit buslay-by areas until the Regional Transit Hub is operational;
andfurther,
That the Uniform Traffic Bylaw be amended accordingly.
REPORT HIGHLIGHTS:
This report provides proposed improvements on allIron Horse Trail crossingsalong
municipal roadways, including pedestrian crossovers (PXOs), some of which will be
combinedwith refuge islands and/orraised crossings.
Funding for the crossings is accounted for by theremaining funds in the Ontario
Municipal Commuter Cycling grant fundingandIron Horse Trail improvement account.
Community engagement occurred during the Iron Horse Trail Improvement Strategy
(2015)and an open house in 2019. The desire for safer trail crossings was also
identified in consultations forComplete Streets, Cycling and Trails Master Plan and
Vision Zero.The stop sign and parking restrictions are required for implementation of
the Downtown Cycling Grid, which included over 1,200 residents consulted during the
finalphase of community engagement.
This report supports People-friendly Transportation.
BACKGROUND:
The Iron Horse Trail is the city’s busiest trail, with over 250,000 trips a year by pedestrians
and cyclists of all ages andabilities. Guided by the Iron Horse Trail Improvement Strategy
(2015), recent investments in the trail have improved the trail’s function, safety and
comfort, including trail widening, benches, lighting and landscaping.
Continuing with these improvements, city staff is proposing to improve safety and
accessibility at all IronHorse Trail crossingsat municipal roadways,with the installation of
Pedestrian Crossovers (PXOs)and in some casesraised crossings or refuge islands.
This work is a continuation of the Ontario Municipal Commuter Cycling Program. In 2020,
tenders for eligible projects under the Ontario Municipal Commuter Cycling program came
in under budget, leaving $110,000 of grant funding to spend in 2021. Improvements to the
Iron Horse Trail crossings is listed on the city’sOMCC eligible project list.
REPORT:
Iron Horse Trailstreet crossings
The Iron Horse Trail Improvement Strategy included“Recommendation 5.3 Trail Use,
Safety and Accessibility.”Trail crossings werethe top priority identified by the community
to improve trail safety.Further, crossings of a roadway are generally the area of greatest
safety concern for any trail.
Staff’s intent is togrant trail usersthe legal right of wayat all municipal road crossings
along the IronHorse Trail.Additionally, physical design measureshave been included at
major crossingsthat demonstrate trail user priority andimprove accessibility andsafety.
About Pedestrian Crossovers (PXOs)
PXOs provide pedestrians with crossing opportunities by requiring motorists to yield to
pedestrians within the crosswalk.Thepresence of a pedestrian in the crosswalk requires
the driver of a vehicle approaching the crossover tostop before entering the crossover.
Ontario Traffic Manual(OTM)Book 15: Pedestrian Crossing Treatmentsprovides
guidance for the selection and design of PXOs.PXOs are recommended when the
following conditions are met:
100 or more pedestrians observed crossing over an 8-hourperiod;
750 vehicles per 8-hourperiod;
No other controlled crossing within 200 m;
Adherence to Ontario Traffic Manual Book 15 lane configuration and traffic volume
conditions; and
Posted speed limit
It is worth noting that these requirements are subject to an assessment using sound
technical engineering judgement.Further, if the site location is within 200 m of a traffic
control device, a PXO can still be warranted if there is a “requirement for system
connectivity” or the location is “on pedestrian desire lines.” Based on these criteria, city
staff support PXOs at all city-owned crossings.See Attachment A for warrant justification.
The Region of Waterloosupports PXOs on city-owned streets where analysis has found
there will not be concerns with adjacent signal operations.Atthe Region’s request,a
queuing analysis was conducted and the resultsindicate that queuing is not expected to
be an issue, with the exception of GlasgowStreet, where westbound traffic may back up
into the PXO during PM peak hours.Due to this concern, the Region does not support a
PXO at Glasgow Street and notes any future operational concerns because ofthe
proposed PXOwould be the city’s responsibility to address.
There are four types of PXOs, as directed by OTM Book 15. See Attachment Bfor the two
types recommended in this report. The distinguishing feature is Type B includes flashing
beacons –activated by pedestrians with a push button–while Type D does not include
the beacons.Both types grant legal right of way to pedestrians, butthe flashing beacons
are used on higher volume streetsfor greater visibilityand awareness to drivers.
Currently, legislation does not allow the city to provide crossrides at PXOs,meaning
cyclists are to dismount and cross as a pedestrian. Cityof Kitchenerstaff have advocated
alongside othermunicipalities for inclusion of crossridesat PXOs during the update to
OTM Book 18: Cycling Facilitiesin 2019-2021and througha letter to the Ministry of
Transportation sent through theRoad Safety Committee of Ontario(ROSCO) on March
24, 2021.In themeantime, city staff will installthe proposed PXOsin such a waythat
crossridescan be easily installedif future legislation allows.
Physical measures
City staff observationhas found that driver yield compliance at PXOs can be improved
with physical measures such as raised crossings, refuge islands and street narrowing.City
staff intend to continue studying driver compliance at PXOs.In addition to driver yield
compliance, there are additional benefits of raised trail crossings, including greater
visibilityof vulnerable usersandimproved accessibility.
The raised crossings are being designed to remain smooth and flush with the trail, which
greatly improves accessibility of the crossing. Thiswillrequirenew or relocated catch
basins for drainage, which has been accounted for within the overall project scope and
budget.
Breakdown of all city-owned crossings
Street crossingCurrent conditionsProposed improvements
Union BoulevardRefuge islandPXO Type B
Glasgow StreetNo crossing featuresPXO Type Band raised crossing
Gage AvenueNo crossing featuresPXO Type D(In scheduled
reconstruction, consider raised crossing)
West AvenueRefuge islandPXO Type D
Mill StreetNo crossing featuresPXO Type Band raised crossing
Madison AvenueNo crossing featuresPXO Type Dand raised crossing
Palmer AvenueNo crossing featuresYield sign
Kent AvenueNo crossingfeaturesPXO TypeD(In scheduled
reconstruction, consider raised crossing)
The crossings at Victoria Street, Queen Street, Courtland Avenue, Borden Avenue and
Ottawa Street are under the jurisdiction of the Region of Waterloo.Stop signs and “Wait
forGap”signs will be installed on trail approachesto regional roadsso trail users know
they do not have the right of way over vehicles.
In addition, city staff are recommending a new form of vehicle control be
added to trail crossings todeter illegal cars from accessing the trails but
still allow access for maintenance vehicles. These flex stakes are the
same standard as seasonal traffic calming, but with customartwork that
indicates illegalusers (i.e. no cars allowed)and intended users(i.e.
pedestrians and cyclists allowed). These will be installed on all city and
regional street trail crossings, starting with the Iron Horse Trail.
Re-orienting stop signsfor Neighbourhood Bikeways
In DSD-20-203 ProtectedDowntown Cycling Grid, City Council approved neighbourhood
bikeways on Young Street, Chapel Street and Cedar Street. Upon further analysis for
construction this summer, staff recommends switching the orientation of the existing stop
controlat theintersections of Young/Ahrens, Chapel/Merner and Church/Cedar.This is
guidedby OTM Book 18,whichstates: "Priority should be given to people cycling when a
neighbourhood bikeway crosses a minor street, toreduce the travel time for cyclists. It is
desirable to provide a continuous bikeway without stop control for cyclists."
The new stop controlwould:
require eastboundand westboundtraffic on Ahrens Avenue to stop at Young Street
while permitting traffic on Young Street to travel through Ahrens Avenue without
stopping;
require northboundand southbound traffic on Merner Avenueto stop at Chapel
Streetwhile permitting traffic on ChapelStreet to travel through Merner Avenue
without stopping;and
require northboundand southbound traffic on Cedar Streetto stop at Church Street
while permitting traffic on ChurchStreet to travel through Cedar Streetwithout
stopping.
According toOTM Book 5, where right-of-way is being reassigned from onestreetto
another crossing street, through theelimination of an existing stopsign control and the
installation of stopsign controlon the previouslyuncontrolled roadway, an introductory
period isrequired to safely carry out the transition.This includes an all-way stop for 15
days, with warning signage of the upcoming removal of stop signs on the original streets
with stop signs.
Francis Street parking restrictions
In DSD-20-203 Protected Downtown Cycling Grid, City Council approved the conversion
of Joseph Street to one-way operationin order to install new separated bike lanes. While
Joseph Street does not have bus stops, GRT had been using Joseph Street for Route #34
as a turn-around, as well as the loadingbayson Water Street as layby waiting areas. As
an alternative, GRT has requested the use of the parking bay on the east side of Francis
Streetbetween Charles Street and Hall’s Lane, during the times of 6:30 to 9:30 a.m., 2:30
to 6:00 p.m.and 10:30 to 11:30 p.m.These times do not conflict with peak parking
demand for thesespaces and is not expectedto cause parking scarcity, given the parking
bay across the street will remain available for use during the time of restrictions. This
parking restriction is expected to be removed when the King Victoria Transit Hub is in
operation.
STRATEGIC PLAN ALIGNMENT:
This report supports People-friendly Transportation.
FINANCIAL IMPLICATIONS:
Capital Budget–Thetotal cost of $250,000is accounted for through previously approved
budgets.
UpgradeTotalCostBudget Line
PXOs and raised $240,000OMCC (up to $110,000) &
crossingsIron Horse Trail account
(remaining)
Regional road stop$2,000Iron Horse Trail account
control
Flex stake vehicle control$7,000Iron Horse Trail account
Re-oriented stop control $1,000General Sign operating
at Young/Ahrens,budget
Chapel/Merner and
Church/Cedar& Francis
Street parking bay
signage
Total$250,000
All work is scheduled for fall 2021. The OMCC fundingmust be used prior to the end of
2021or the funds willbe returned to the province.Given this constrained timeline, staff is
proposingthe creation of a new capital project to allow timely procurement of the scope of
work.
Operating Budget–Some additional maintenance is required of the new crossing
treatments:
The flashing beacons will requireminimalelectricity and electrical repairand are
accounted for in the streetlight operating costs;
Pavement markings are to be durable thermoplastic, requiring replacement every 5-
8 years; and
Signs will need eventual replacement due to graffiti or wear and tear.
Life cycle costsof the eight PXOsfor the expenses listed aboveareestimated at an
annualized rate of $4,000.
COMMUNITY ENGAGEMENT:
INFORM –This report has been posted to the City’s website with the agenda in advance
of the council/ committee meeting.Notices were mailedto properties adjacent to the
crossings.
CONSULT –Significant engagement occurred during thedevelopment of theIron Horse
Trail Improvement Strategy in 2015, with 884 residents providing feedback. A major theme
during this engagement was the need for safer road crossings: “Based on comments
received through the public consultation process, a primary safety concernand identified
priority is the improvement of trail-road intersections and crossings, specifically in terms of
providing safer crossings with improved accessibility…This issue is the most recurring item
that was brought up through the process by the community.”
OnJanuary16, 2019,an open house was hosted to introduce scheduled improvements,
with 84residents providing feedback.Nearly half of all comments provided were requests
for safer trail crossings.
In 2019, Complete Streets consultations engaged 610 residents on how to design streets
for all modes of transportation. An action item was identified to provide raised crossingsto
increase visibility and demonstrate priority for vulnerable users, especially at mid-block
trail crossings.
In 2018-2019, Cycling and Trails Master Plan consultations engaged over 3,200residents.
Action 1A-4 includes thecreation of aspot improvement program for locations identified by
residents as safety concerns. As seen in AppendixC, trail crossingsalong the Iron Horse
Trail were identified as priorities by residents.
In fall 2020, Vision Zero consultations engaged300 people on how safe they feel on city
streets. The need for more frequent, safe pedestrian crossings was identified by residents
as an important way to make city streetssafer. In addition, residents noted that physical
design measures should accompanyPXOs to ensure drivers are fully aware of their
responsibility to yield to pedestrians.
On May 11, 2021, the Cycling and Trails Advisory Committee commented on the proposed
plans and requested a greater use of flashingbeacons at PXOs to ensure greater driver
compliance in yielding. A unanimous motion was passed: “That the committee supports
the proposedplan to add PXOs and raised crossings tocity-owned streets.”
OnMay27,2021, the Grand River Accessibility Advisory Committee reviewedproposed
plansand offered the following comments:
Really pleased to see the new raised standard that is smooth and flush, which is a
great improvement for people in wheelchairs;
Consistency for all trailsis really important for usersand wants to see the City of
Waterloo and Region of Waterloo provide similar improvements; and
Tactile guidance across the street would be helpful for people with visual
impairments who find it difficult to determine the direct line of travel.
PREVIOUS REPORTS/AUTHORITIES:
DSD-20-203Protected Downtown Cycling Grid
INS-20-015Cycling and Trails Master Plan
DSD-19-235Complete Streets
INS-15-058Iron Horse Trail Improvement Strategy
APPROVEDBY: Justin Readman, General Manager
ATTACHMENTS:
Attachment A–PXO Warrants
Attachment B -PXOTypes
Attachment C–Spot Improvements
ATTACHMENT A: PXO WARRANTS
UNION STREET
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds200 pedsYES
Volume at proposed
crossover location
2. 8-hour Two-way > 750 veh4475 vehYES
Vehicle Volume
PXO Level 2
3. Distance from > 200 metres75 mNOYES
Type B
Nearest Controlled
Crossing
4. Engineering Volume of vehicles suggests PXO Level 2 Type C but due to high
Judgementspeedof roadway, proximity to signalsand bend in road near
crossing, staff recommendgreater awareness of PXOthrough use
of flashing beacons.
GLASGOW STREET
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds200 pedsYES
Volume at proposed
crossover location
2. 8-hour Two-way > 750 veh3440vehYES
Vehicle Volume
3. Distancefrom > 200 metres70 mNOYES
PXO Level 2
Nearest Controlled
Type B
Crossing
4. Engineering Volume of vehicles suggests PXO Level 2 Type C but due to high
Judgementspeed of roadway and proximity to signal, staff recommend
greater awareness of PXOthrough use of flashing beacons.
Westbound traffic queues from Belmont/Glasgow may extend
through the PXO during the peak hour.
GAGE AVENUE
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds200 pedsYES
Volume at proposed
crossover location
2. 8-hour Two-way > 750 veh1014vehYES
Vehicle Volume
PXO Level 2
Type D
3. Distance from > 200 metres80mNOYES
Nearest Controlled
Crossing
4. Engineering
Judgement
WEST AVENUE
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds200 pedsYES
Volume at proposed
crossover location
2. 8-hour Two-way > 75 veh1928 vehYES
Vehicle Volume
PXO Level 2
Type D
3. Distance from > 200 metres85 mNOYES
Nearest Controlled
Crossing
4. Engineering
Judgement
MILL STREET
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds148 pedsYES
Volume at proposed
crossover location
2. 8-hour Two-way > 750 veh961 vehYES
Vehicle Volume
PXO Level 2
3. Distance from > 200 metres60 mNOYES
Type B
Nearest Controlled
Crossing
4. Engineering Volume of vehicles suggest Type D but due toproximity to
Judgementrailway,highervehiclespeeds and arterialroad designation, staff
recommend flashing beacons
MADISON AVENUE
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds148 pedsYES
Volume at proposed
crossover location
2.8-hour Two-way > 750 veh1955 vehYES
Vehicle Volume
PXO Level 2
Type D
3. Distance from > 200 metres150 mNOYES
Nearest Controlled
Crossing
4. Engineering
Judgement
PALMER AVENUE
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds148 pedsYES
Volume at proposed
crossover location
2.8-hour Two-way > 750 veh5 vehNO
Vehicle Volume
Yield control
3. Distance from > 200 metres70 mNOYES
Nearest Controlled
Crossing
4. Engineering Extremely low vehicle volumes suggest yield control for trail
Judgementusers instead of PXO
KENT AVENUE
JustificationRequired Actual Conditions Pedestrian Warrant
ValueValueSatisfied?Connectivity?
1. 8-hour Pedestrian > 100 peds68 pedsNO
Volume at proposed
crossover location
2. 8-hour Two-way > 750 veh443 vehNO
Vehicle Volume
PXO Level 2
3. Distance from > 200 metres225mYESYES
Type D
Nearest Controlled
Crossing
4. Engineering Consistency with rest of trail corridor justifies PXO. Further,
Judgementfuture development on Courtland Avenue will generate more
pedestrian and vehicle traffic.
Note: Due to COVID-19 restrictions, 8-hour pedestrian counts were not conducted in
person. Rather, the nearest Iron Horse Trail counter was used to justify pedestrian
demand.
ATTACHMENT B: PXO TYPES
Level 2 Pedestrian Crossover Treatments –Type B
(OTM Book 15 –Pedestrian Crossover Treatments)
Kitchener examples include Jubilee Drivein Victoria Parkand King Street at Cameron
Street.
1
Kitchener examples include the Henry Sturm Trail at West Avenue and Patricia Avenue
and the Transit Hub Trail at Park Street.
ATTACHMENT C:SPOT FIXES
Cycling and Trails Master Plan: Connections Report, page 19.
REPORT TO:Community & Infrastructure Services Committee
DATE OF MEETING:June 14, 2021
SUBMITTED BY:Jana Miller, Director, Corporate Customer Service,
519-741-2200 ext. 7231
PREPARED BY:Jana Miller, Director, Corporate Customer Service,
519-741-2200 ext. 7231
Christine Baker, Supervisor, Customer Experience, 519-741-2200
ext.7328
WARD(S) INVOLVED:All
DATE OF REPORT:June 2, 2021
REPORT NO.:CSD-2021-6
SUBJECT:Main Floor Service Centre at City Hall
RECOMMENDATION:
That the vision for a consolidated service centre on the main floor of City Hallbe
endorsedas outlined in CSD-2021-6, and staff be directedto prepare a detailed
costing for the new centre to be considered as part of the 2022 budget process.
REPORT HIGHLIGHTS:
This report presents the vision for a main floor service centre at City Hall where service
always comes to the citizen,and wayfinding to multiple service counters on multiple
floors is eliminated.
Customers would arrive at one place (that is easy to find even if you’ve never been to
City Hall before) and it would always be the right place to receive service and
information
The vision for thenew in-person service model includes:a general information desk, a
single,expanded service counter and a new service support centre.
If Council supports the vision for the new main floor service centre, staff will prepare
detailed design concepts and budget considerations for this workto be considered as
part of the 2022 budget process.
Efforts to create a main floor service centre at City Hall area direct response to feedback
from Kitchener citizens received through the extensive engagement process that
informed the 2018 Customer Service Review and the Development Services Review,
which concluded in 2020.
This report aligns with the Strategic Plan theme of Great Customer Service. The vision
for transforming in-person service at Kitchener City Hall supports this priority by
ensuring that access to City services, across all service channels, is convenient and
easy for citizens.
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY 1-866-969-9994 for assistance.
BACKGROUND:
In 2018 the City commissioned a statistically-representative survey of Kitchener residents
to assist staff in understanding what citizens value in their service experiences with the City,
what challengesthey experience when accessing services and programs, and what barriers
staff encounter in providing great service to citizens. The survey‘s findings created the basis
for additional phasesof the community engagementprocess that informed the City’s
comprehensive Customer Service Review–essentially a deeper diveinto the customer
experience with theCity,with more than 5,500 staff and citizens.
According to the Environics survey, in-person service, particularly at City Hall and
community centres, remains the most popular service channel for customer interactions.
The survey revealed that 42% of service interactions with the City were performed in person,
hundreds of them each week at City Hall. Even during the pandemic, staff have continued
toserve200-250 citizens every weekwho are accessing City Hall as walk-ins orfor
prescheduled appointmentsthat were booked online. Other relevant results from the
statistically representative survey of Kitchener residents included:
24% of citizens who do not use online services with the City said this is because they
prefer to interact with us in person. This was the number #1 reason why citizens do
not use the City website.
In terms of how the in-person channel is currently used to access City services, it is
used by:
o 87% of citizens paying for parking transponders or passes
o 76% of citizens seeking a marriageor business licenses
o 43% of citizens applying for building permits
o 40% of citizens paying parking tickets
o 31% of citizens registering for programs
o 18% of citizens accessing Kitchener Utilities for payments or information
Customer Service Review
In 2018, the City’s Customer Service Review –which engaged 5,500 staff and citizens–
revealed that three of the top 10 complaints for citizens expressing frustration when
accessing City programs were directly related to challenges with in-person service at City
Hall. They included:
#1-Not knowing who to reach, call or talk to, to answer my questions or inquiries
#6-Having to visit multiple service counters or facilities to access services
#8-Services are not integrated and I have to provide the same information multiple
times
Development Services Review
Staff undertaking the Development Services Review heard many comments about the
current customer experience at Building, Planning and Engineering counters within City Hall
–which generally representan overall complaint, about having multiple counters on multiple
floors.They found that, because of the nature of their plans, customers are often required
to deal with all three service areas and they were often frustrated with having to bounce
between multiple counters, on multiple floors, to submit fees and applications, or to get
answers or status updates on their project.
Staff and Public Safety
Overall, multiple service counters on multiple floors of City Hall also poses challenges
because it means that most floors (including all staff workspaces) remain open for public
access. Most do not have physical barriers to unauthorized space which can be seen as an
opportunity for the public to walk through the floors. General access to unauthorized spaces
over the past three years alone have resulted in the need for Security response to:
Staff working alone being confronted and intimidated by a member of the public
without quick access to safe exit
Unauthorized filming and photography of City Hall spaces and staff without consent
Theft of personal and City property
REPORT:
CurrentSituation
While other service channels, including online and telephone, are also very important to
citizens and have undergone substantial improvements in recent years, with the
introduction of the MyKitchener online service portal (2021) and the Corporate Contact
Centre which became 24-7 in 2014, in-person service remains the same since City Hall
was opened 28 years ago –with multiple service counters on multiple floors of the
building. For the first time, in 2020, staff were forced to rethink how in-person service could
be delivered safely and effectively on a single floor at City Hall to ensure the safety of both
citizens and staff as well as adherence to pandemic restrictions implemented by the
provincial government.
Kitchener City Hall currently has eleven service counters on six floors that citizens must
navigate in order to receive in-person service for popular services including:
general inquiries,
marriage and business licenses,
making paymentsfor taxes, utilities, parking tickets, planning and development
permits
obtaining and paying for a building permits,
planning and engineering advice and application processing,
assistance with recreation program and Leisure Access Card registration, and
picking up parking transponders for City lots.
Inmanycases, citizens must navigate multiple counters on multiple floors to complete a
single transaction. This does not include the Office of the Mayor and Council where citizens
also often make in-person inquiries.Additionally, wayfinding, in general, has been a
consistent issue for citizens visiting City Hall for service, since it opened. Most often, citizens
entering the Rotunda who do not know where to go, stop to ask Security personnel who
then must take time away from focusing on core Security services, to provide directions.
This occurs many times each day.
To understand the additional challenges that customers currently face when trying to receive
in-person service at City Hall, below are two examples.
Example#1:permit applicationsand inquiries
There are various types of permits and licences throughout City Hall, and many activities
may require one or more permits or licences for the same activity (example: construction
projects, renovations, business licences) and customers come to City Hall to make an
inquiry as to what they need in order to proceed.
Sometimes a customer may need to go to multiple floors to make all the inquiries they
need in order to obtain the information they are seeking.
For example, to ask questions about zoning or to obtain an occupancy permit related to
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starting a business, a customer may need to visit Planning on the 6floor as well as
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Licensing Services on the 2floor. They will need to visit Building on the 5floor if a
building permit is required for any reason.
Example#2:a customer building a shed or an addition to their home
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The customer might go to the 5floor in search of information about what is required
and/or to obtain a building permit.
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Once they arrive on the 5floor the wait time to talk with someone will depend on
season/customer traffic and availability of staff to meet with customers. Fewer admin
staff at our service counters means that service is not immediate.
Building will listen to the customer needs to determine the process and building
implications and discuss other relevant considerations. Frequently, one of those
considerations will be setbacks and whether zoning allows this type of construction,
something that Building may not be able to easily confirm.
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So, the customer will be directed to the 6floor to speak with Planning. Waittimes
will depend on season/customer traffic and staff availability.
The customer will once again describe what they are trying to do, staff will collect the
details they need to determine whether this would be allowed under the current
zoning.
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If so, the customer could return to the 5floor and Building will assist the customer
with how to apply and template drawings. Wait times will depend on season/customer
traffic and availability of staff to meet with customers.
With multiple service counters on multiple floors, the customer is often expected to figure
out what order to navigate the process in because it is not clear which service area they
should start with, or what order they need to use to get the information they need.
Information is given out piece by piece at each counter. In many cases, the customer isalso
expected to relay the information from each service area they’ve spoken to, to the next
service area, and repeat the same questions with new City staff at each counter they visit.
Additionally, because we’ve reduced administrative support staff in many areas over time at
the City, there are difficulties forsome areas in staffing their counters which results in longer
wait times and the customer further being bounced between staff on different floors to get
information or service.
The ideal in-person service experience
In an ideal service experience at City Hall, service would always come to the customer,
not the other way around –as it is currently. Customers would arrive at one place(that is
easy to find even if you’ve never been to City Hall before) and it would always be the right
placeto receive service and information–whether they’ve arrived as a walk-in customer
or for a pre-scheduled appointment.
The vision for in-person customer service at Kitchener City Hall is for a true one-stop-shop,
main-floor “service centre” that creates this single place to go for service –for appointments
and walk-in service –for service areas including: Legislated Services, Revenue, Planning,
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Building, Engineering, Transportation Services, Special Events (bookings), and 7floor
inquiries about programs and Leisure Access Card registration.
City Hall Service Centre Vision
While more extensive development of location, design concepts and budgetconsideration
is still required, at a high level, the vision for a one-stop shop service centre at City Hall
includes:
1.A centralized, easy-to-findcheck-in/general information deskon the main floor
(with electronic check-inavailable)
a.Would act as a central point for electronic/digital check ins before customers
head to the service counteras well as continuing to act as a central point for
City information when entering City Hall for any reason.
2.A single, expanded service counter
a.Located on the main floor–whereall in-person service needs for any City Hall
service area can be met without having to travel between many floors looking
for “the right place” –via prescheduled appointments booked online or through
walk-in service inquiries.
3.A“Service Support Centre”
o A separate area, close to the service counter, where staff from each service area
(eg. Planning, Building, Licensing, Community Services) can rotate through
(weekly or daily, to work in touch down spaces) to provide wrap-around support
formore complexinquiries and/or totake pre-scheduled appointments. This is
similar to what occurs now (pre-pandemic) with service counters on multiple floors,
however this would place needed staff on the main floor so no navigating is
required.
Maintaining an appointment-based schedule will assist in ensuring the
appropriate staff person can be available to handle complex appointments,
particularly where specific staff is assigned to the project in question.
If a walk-in inquiry is more complex orproject-specific than the support staff
on duty is able to answer, a member of the management team or the staff
person working on the specific project, could be called down to meet with
the customer. If this is not possible, due to meetings or absence, an
appointment for follow-up in-person or by telephone will be made before the
customer leaves. Service will always come to the customer.
o Would also provide spaceoptions for customer appointmentsand privacy,
including large tables, meeting rooms/pods etc.
o The vision for the support centre is essentially a permanent version of the
approach the City is currently taking to providing in-person service at City Hall
during the pandemic.
During the pandemic, the City has continued to offer essential services via
online prescheduled appointments and through walk-in service for several
areas including: Legislated Services, Revenue, Planning, Building,
Engineering, and Transportation Services (Parking).
Staff have continued to serve 200-250 customers each week in-person, the
majority of them as walk-in customers.
Both staff and citizens are becoming accustomed to receiving service on
the main floor only; citizens have remarked that it is much easier for the
service to come to them (which is the vision for the new main floor service
centre), than for them to navigate to other floors.
All in-person service interactions take place on the main floor at areas
including the current Service Information Counter, the Revenue Counter,
and at tables that enable social distancing within the Rotunda space.
Benefits of a Consolidated Main-Floor Service Centre:
Introducing a centralizedmain-floor service centre at City Hallwould address the frustrations
expressed by citizens through recent comprehensive service reviews and would create
several important benefits to them, including:
1.A convenient one-stop-shop where customers can access all City Hall services
a.Improves the most popular way citizens access the City –42% of interactions
are in person at City Hall and community centres (Environics, December 2017)
b.Immediately simplifies wayfinding at City Hall; eliminatesthe need for citizens
to travel from floor to floor/counter to counterto access/try to find services.
Customers will always easily arrive at the right place for service.
i.An additional benefit related to wayfinding is that this will reduce the
significant attention Security staff currently provides to citizens seeking
directions, so that they can focus on core Security services.
c.Customers would enjoy a similar experience in-person as they now do online
–with everything simplified and conveniently offered in one place. This is
known as “channel consistency”and is also one of the four principlesof
providing greatcustomer service which wereapproved by Council in 2013.
d.Creates consistency of in-person service experiences for all service areas at
City Hall in terms of customer service approach, philosophy, application of
policies, business processes, training for staff etc.
e.Enables more/better collection of data (eg. numbers of walk-ins and
appointments, real-time information about their service experience etc.) to
inform further improvements to the in-person service experience, and which
can be used to create a more fulsome picture of overall service at the City.
a.Continues the main floor service model staff and customers have become
familiar with during the pandemic.
2.Address the barriers to receiving great customer service at City Hall as
identified in the 2018 Customer Service Review and 2020 Development
Services Review
a.Eliminates the needto navigate departments, multiple floors and multiple
service counters tofind the right staff person to talkto, which citizens said they
foundconfusing/difficult.
b.Eliminates being passed/bounced around from staff to staff –a strong theme
emerged from both reviews about reducing the amount of ‘bouncing around’
citizens face both in person and on the phone.
In late 2020, Corporate Customer Service staff met with all City Hall service counter groups
to discuss opportunities, challenges, and specific requirements they might have under a
consolidated service counter model at City Hall. Service Counter areas interviewed
included: Revenue, Security, Legislated Services, Small Business Centre, Engineering,
Building, Parking/Transportation Planning, Planning, DSD (in relation to findings of DSD
review), Corporate Contact Centre/Information Services Desk, Special Events, and
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Community Services (7
floor counter). Representatives from the service areas interviewed
were understanding andgenerally supportive of the idea of moving to a consolidated in-
person service approach. Several common needs were identified including: accessible
counter space, specific technology needs, locked storage, private meeting spaces, and the
desire to keep anappointment-based model.
Determining the final scope for theprojectand developing design concepts and budget
considerations is the next step and will require further discussionwith service counter teams.
Once staff have prepared a detailed concept for the centre a financial proposal would be
brought forward as part of the 2022 budget process for Council’s consideration.
STRATEGIC PLAN ALIGNMENT:
This report aligns with the Strategic Plan theme of Great Customer Service.The vision for
transforming in-person service at Kitchener City Hall supports this priority by ensuring that
access to City services, across all service channels, is convenient and easy for citizens.
FINANCIAL IMPLICATIONS:
There is substantial work still to be done relatedto design concepts and their related
costs. Staff can confirm that therewill be one-time up-front capital costs required to
configure the main-floor space and there may be some operating impacts to delivering this
newin-person servicemodel. It is anticipated that the delivery of service will largely rely on
existing staff.
As indicated above, if Council supports the vision for this new consolidated service centre,
staff will prepare detailed design concepts and budget considerations for this work.
COMMUNITY ENGAGEMENT:
INFORM –This report has been posted to the City’s website with the agenda in advance of
the council / committee meeting.
CONSULT –This initiative is a direct response to feedback from Kitchener citizens received
through the extensive engagement process that informed the 2018 Customer Service
Review and the Development Services Review, which concluded in 2020.
PREVIOUS REPORTS/AUTHORITIES:
There are no previous reports/authoritiesrelated to this matter.
APPROVEDBY: MICHAEL MAY, Deputy CAO