HomeMy WebLinkAboutFin & Corp Svcs - 2005-06-27
FINANCE & CORPORATE SERVICES COMMITTEE MINUTES
JUNE 27, 2005 CITY OF KITCHENER
The Finance and Corporate Services Committee met this date, commencing at 1:30 p.m.
Present: Councillor B. Vrbanovic - Chair
Mayor C. Zehr and Councillors J. Smola, J. Gazzola, M. Galloway, G. Lorentz and C.
Weylie.
Staff: C. Ladd, Chief Administrative Officer
P. Houston, General Manager, Financial Services & City Treasurer
G. Stewart, General Manager, Development & Technical Services
G. Sosnoski, General Manager of Corporate Services & City Clerk
R. Browning, Fire Chief
R. Gosse, Director of Legislated Services
R. Pitfield, Director of Corporate Communications/Marketing
R. Shamess, Director of Engineering Services
S. Turner, Director of Enforcement
K. Currier, Director of Operations
J. Sheryer, Assistant City Solicitor
N. Flatt, Supervisor, Customer Service - Revenue
J. Billett, Committee Administrator
CRPS-05-113 - EXEMPTION TO CHAPTER 450 (NOISE) OF THE MUNICIPAL CODE
1.
- WEDDING RECEPTION - KHAN
- 42 PINEDALE DRIVE – JULY 30, 2005
The Committee was in receipt of Corporate Services Department report CRPS-05-113, dated
June 21, 2005 regarding a request for a noise exemption regarding a wedding reception at 42
Pinedale Drive.
On motion by Councillor G. Lorentz –
it was resolved:
“That an exemption to Chapter 450 (Noise) of the City of Kitchener Municipal Code be
granted to Inte and Tracey Khan for a wedding reception at 42 Pinedale Drive on
Saturday, July 30, 2005, between the hours of 6 P.M. and 10 P.M.”
CRPS-05-114 - PERMISSION TO HOLD BARBEQUE
2.
- RESURRECTION NEIGHBOURHOOD ASSOCIATION
- RESURRECTION PARK – AUGUST 28, 2005
The Committee was in receipt of Corporate Services Department report CRPS-05-114, dated
June 20, 2005 regarding a request for permission to operate a barbecue on City property.
On motion by Councillor G. Lorentz –
it was resolved:
“That the request of the Resurrection Neighbourhood Association to operate a
barbecue at Resurrection Park on August 28, 2005 be approved, provided the
necessary licence, including Health and Fire approvals, is obtained.”
CRPS-05-115 - PERMISSION TO HOLD SPECIAL EVENT
3.
- HOLY TRINITY SERBIAN ORTHODOX CHURCH
- 700 FISCHER-HALLMAN ROAD – JULY 31, 2005
The Committee was in receipt of Corporate Services Department report CRPS-05-115, dated
June 20, 2005 regarding a request to hold a special event at 700 Fischer-Hallman Road.
On motion by Councillor G. Lorentz –
it was resolved:
“That the Holy Trinity Serbian Orthodox Church be approved to operate a special event
at Holy Trinity Serbian Orthodox Church, 700 Fischer-Hallman Road, Kitchener, on July
31, 2005 from 12 noon to 10:00 p.m., provided the necessary licence, including Health
and Fire approvals, is obtained; and,
FINANCE & CORPORATE SERVICES COMMITTEE MINUTES
JUNE 27, 2005 - 83 - CITY OF KITCHENER
CRPS-05-115 - PERMISSION TO HOLD SPECIAL EVENT
3.
- HOLY TRINITY SERBIAN ORTHODOX CHURCH
- 700 FISCHER-HALLMAN ROAD – JULY 31, 2005 (CONT’D)
That the Holy Trinity Serbian Orthodox Church be granted an exemption from Chapter
450 (Noise) of the City of Kitchener Municipal Code in conjunction with an event at 700
Fischer- Hallman Road, on July 31, 2005 from 12 noon to 9:00 p.m.; and further,
That the City of Kitchener has no objection to a liquor licence being issued to the Holy
Trinity Serbian Orthodox Church for this event on July 31, 2005.”
CRPS-05-117 - PERMISSION TO HOLD SPECIAL EVENT
4.
- MULTICULTURAL CENTRE GRAND OPENING
- 102 KING STREET WEST – SEPTEMBER 22, 2005
The Committee was in receipt of Corporate Services Department report CRPS-05-117, dated
June 21, 2005 regarding the grand opening celebrations for the new Multicultural Centre.
On motion by Councillor G. Lorentz –
it was resolved:
“That the Multicultural Centre be approved to hold a Grand Opening Celebration on the
green space beside 102 King Street West, on September 22, 2005 from 6:30 p.m. to
9:30 p.m.; and,
The City of Kitchener has no objection to a liquor licence being issued to the
Multicultural Centre for this event on September 22, 2005.”
CRPS-05-093 - TRAIN WHISTLES
5.
- BINGEMAN’S CENTRE DRIVE
The Committee was in receipt of Corporate Services Department report CRPS-05-093, dated
June 20, 2005 recommending that a request be made to Transport Canada to issue a Train
Whistle Cessation Order for the crossing at Bingeman’s Centre Drive.
Mr. S. Turner advised that as a result of complaints received, staff were directed to pursue the
process of obtaining a Train Whistle Cessation Order for the Bingeman’s Centre Drive
crossing, near the intersection of Victoria Street North and Lackner Boulevard, (GEXR
mileage 59.80, Guelph subdivision). The process requires certain actions to be taken of
which the most significant is completion of an engineer’s report to outline any safety concerns
and require remedial actions; and most of the concerns raised have been addressed. In
addition, Council must pass a formal resolution to request the Cessation Order and notice of
Council’s intent to do so was published in The Record prior to the meeting this date. Mr.
Turner advised that on completion of outstanding issues resulting from the engineer’s report,
the required documentation will be forwarded to GEXR for their recommendation to Transport
Canada.
Councillor J. Smola raised concerns that only one location was being dealt with when
complaints have been received along the rail line at other locations, including: St. Leger,
Lancaster, Breithaupt, Weber and Duke Streets. He also questioned why train whistles are
continuing to be used at gated crossings. Mr. Turner advised that unless an exemption be
granted under the Railway Safety Act, train whistles at level crossings are mandatory. Mr.
Turner advised that each location must be dealt with individually with regard to the process for
Cessation Orders; however, he suggested that a survey at all level crossings be undertaken
to determine what Orders are in place in the event that Cessation Orders have been
implemented but not properly communicated. Mr. Turner agreed to report back to Councillor
J. Smola on this matter and pursue further action, if required.
On motion by Mayor C. Zehr –
it was resolved:
“That Transport Canada be requested to issue a train whistle cessation order for the
level grade crossing on Bingeman’s Centre Drive, near the intersection of Victoria
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CRPS-05-093 - TRAIN WHISTLES
5.
- BINGEMAN’S CENTRE DRIVE (CONT'D)
Street North and Lackner Boulevard, also known as GEXR Mileage 59.80, Guelph
Subdivision.”
2006 PROFORMA BUDGET
6.
Ms. P. Houston presented the 2006 Proforma Budget to outline projected budget targets for
the coming year and to provide a schedule of budget review dates, to culminate January 30,
2006 (Council Budget Day). Ms. Houston advised that the value of 1% on the tax base is
estimated at $764,000., adding that the total weighted assessment growth in 2004 was 2.63%
and is estimated at 3.17% by 2005 year-end. She noted that while assessment growth has
been at 2% or greater since 2002, the level is unusually high for 2005 as a result of catching
up on previous years assessments.
Ms. Houston pointed out that in accordance with the Consumer Price Index, a comparison of
household costs to municipal costs indicates an increase in the cost of living at 2.2% for the
average household versus 3.37% for the municipality. She then reviewed the 10 Year tax rate
impact projections for operating costs of capital facilities, which equates to a total tax rate
impact of 5.14% in 2006, consisting of a net rate impact of 3.42% plus, 1.72% relative to the
Economic Development Investment Fund (EDIF). Ms. Houston advised that in 2005 the
decision was made to reduce reliance on the Tax Stabilization Reserve Fund and it is
assumed this strategy is to continue in 2006. She proposed a 2006 budget target of 4.72%,
consisting of a 3% base budget plus 1.72% (EDIF), with options to meet the target to consist
of service level reductions and / or new revenue sources.
A discussion was then entered into discussion, during which issues were discussed
concerning the impact of new capital projects (ie. Library and Twin Pads); operating costs for
Community Centres; and impact of CulturePlan II. Councillor J. Gazzola suggested that staff
consider raising the 2% estimated assessment growth to 3% given the rate at which growth is
occurring in the City. He also suggested that the fringe benefit program be reviewed to
determine potential for reductions. Ms. P. Houston pointed out that fringe benefits are
negotiated by contract and can only be changed by re-opening negotiations with the various
bargaining units. She added that she would be comfortable with raising the estimated
assessment growth to 2.5% for 2006; however, she cautioned that it is unknown for how long
the current rate of growth will continue and would be hesitant to sustain a higher percentage
long term.
Councillor J. Gazzola stated that he was of the understanding building permit revenues could
no longer be transferred to the Tax Stabilization Reserve Fund. Ms. Houston advised that
new legislation requires building operations to be treated as a separate entity and all
revenues to be returned to the enterprise; however, the legislation does not take effect until
July 1, 2006. Accordingly, the first 6 months revenue has been treated as in the past, as an
allocation to the Reserve Fund.
In response to Councillor M. Galloway, Ms. Houston advised that staff anticipate having
budget information packages to members of Council 2 weeks prior to each scheduled budget
review date.
Members of the Committee generally agreed that the budget target should be reduced to a
combined base rate and EDIF of 3% or less. Suggestions were made to bring the base rate
down to more closely reflect the CPI household rate of inflation, including: increasing
projections for assessment growth and transfer of gas surpluses; and reducing operating costs
where feasible. Information was requested regarding operating surpluses and the impact of
the Federal gas tax funding on capital projects for consideration during budget discussions.
Staff was also requested to incorporate a public process into the budget review to receive
citizen input.
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CAO-05-026 - CONSOLIDATED MAINTENANCE FACILITY REVIEW
7.
- TERMS OF REFERENCE
The Committee was in receipt this date of Chief Administrator’s Office report CAO-05-026,
dated June 24, 2005 recommending approval of Terms of Reference for a Request for
Expressions of Interest to conduct a peer review of the proposed Consolidated Maintenance
Facility (CMF). It is noted in the report that a working team will be established to oversee the
work of the selected consultant, consisting of designated staff and Council members.
Councillor M. Galloway advised that it was his understanding if it was determined that the
Federal gas tax funding could not be utilized for new facilities, this project would not go
forward and as this is the case, questioned the relevancy of the report this date. Councillor B.
Vrbanovic advised that when last discussed, it was generally agreed that it would not be
appropriate to look at the gas tax as a funding model and staff were directed to proceed on
the basis that a peer review would be undertaken by an independent consultant, with funding
options to be explored that may include sources from other levels of government; grant
programs and / or partnerships; and as well, the lands acquired on Strasburg Road would be
explored as to available options whether or not the CMF project moves forward. Mayor C.
Zehr agreed with Councillor Vrbanovic’s comments, adding that strong support had been
given at that time that something must be done whether through upgrades or proceeding on
the basis of a 1 or 2 site model.
On motion by Mayor C. Zehr -
it was resolved:
“That the Terms of Reference for the Request for Expressions of Interest for the peer
review of the City’s proposed Consolidated Maintenance Facility (CMF), be approved,
as attached to Chief Administrator’s Office report CAO-05-026.”
CAO-05-019 - CORPORATE CUSTOMER SERVICE PROGRAM
8.
The Committee was in receipt of Chief Administrator’s Office report CAO-05-019, dated June
21, 2005 introducing a customer service strategy, "Foundation to Customer Service Delivery",
and recommending enhancements to current practices to build on the level of customer
service, increase customer satisfaction and demonstrate increased value for citizens' tax
dollars.
Mr. R. Browning introduced the Customer Service Steering Committee, established to develop
strategies and options for improvement to enhance the City's customer service delivery and
thanked all those involved.
Ms. N. Flatt spoke to the objectives of the proposed customer service strategy which focuses
on increasing ease of customer access; consistent levels of service across the Corporation
utilizing service standards and policies; monitoring; model adaptability to new opportunities;
delivery in a cost effective / efficient manner; support documentation for decision-making;
service delivery model review; and framework for implementation.
Mr. Maurice Allin, VP - Strategic Insight, Quarry Integrated Communications, provided an
analysis of data collected resulting from external and internal focus groups; interviews with
individual members of Council; a citizen telephone survey of 500 residents; and an internal
staff survey. Results show that citizens are generally satisfied with access to City services,
with 82% indicating resolution of their issue on first contact. Areas in need of improvement
were identified relative to use of Voice Mail systems; being bounced from one Department to
another; and lower CMT performance ratings for accessibility and tendency to go the extra
mile. The preferred method of contact is by telephone through a central number to
knowledgeable / competent staff and to a "live" person. Recommendations included building
a first rate telephone system; enhanced staff training; reduction in the use of Voice Mail
systems; and focusing on simplifying a citizen point of contact.
Mr. R. Gosse spoke to the framework developed to provide a support structure for enhanced
customer service delivery that includes: a customer service philosophy; customer service
standards; a communication strategy for City services; creation of a customer service
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manager position; and staff training. The customer service manager position is considered
key to
CAO-05-019 - CORPORATE CUSTOMER SERVICE PROGRAM (CONT'D)
8.
implementation of the strategy and continuation of service improvements. Improvements
proposed include: updating comprehensive internal directory information; installation of a
main floor general information kiosk; improved facility signage; website redevelopment;
provision of main City phone number and telephone upgrades; and training to accommodate a
staff shift to customer-centric thinking.
Mr. Gosse advised that 3 service delivery models were reviewed, consisting of a decentralized
customer service model; a centralized model with general contact centre; and a centralized
model with expert contact centre. The recommended model, decentralized, consists of a
single general phone line answered by front line staff; a single "warm" transfer for resolution
of issues; retainment of existing front line counters; formal agreements among Departments /
Divisions to provide staff to support a single "warm" transfer and / or walk-in service; extended
telephone access utilizing existing Kitchener Utilities call centre; and installation of Customer
Relationship Management software. The model is recommended as the most cost effective
solution to citizen issues and can be quickly and easily implemented with minimal disruption.
Further it allows time to monitor the effectiveness of "call / contact centre" models and can
easily be adapted to a "call / contact centre" operation, if needed.
Mr. Gosse addressed questions, advising that the service enhancements proposed present a
significant change to the corporate culture and requires the commitment of Council to move
forward. He commented on the role of the Customer Service Manager, advising that while not
fully defined the position will play a pivotal role in implementing service improvements. He
added that staff training will be more in-depth to ensure better service across the Corporation
and it is intended that existing service counters remain in tact. Mr. Gosse stated that better
promotion of the existing general phone number is required; however, it is necessary to retain
existing numbers for those Divisions receiving high volume telephone calls, such as Utilities
and Revenue. It was also noted that a budget of $250,000. was initially established for this
project and approximately $185,000. of the budget remains to fund implementation of the
customer service strategy.
Mayor C. Zehr and Councillors G. Lorentz and B. Vrbanovic, spoke in favour of the staff
recommendations, commenting on the viability of the proposed strategy to significantly
improve customer service in a cost effective and efficient manner.
The following recommendation was carried unanimously.
On motion by Mayor C. Zehr -
it was resolved:
"That the 'Foundation to Customer Service Delivery' which includes: Customer Service
Philosophy; Customer Service Standards; Signage; Enhanced Tools; Website Re-
development; Telephones; and Training, as outlined in Chief Administrator’s Office
report CAO-05-019, dated June 21, 2005, be approved, in principle; and,
That Option #1, 'Decentralized Customer Service Model', as outlined in report CAO-05-
019, be approved, in principle; and,
That a Customer Service Delivery Implementation Plan to provide details on the
implementation, costs and budget for the 'Foundation' and 'Decentralized Customer
Service Model', be developed and presented for Council's approval by December 31,
2005; and further,
That the position of a Corporate Customer Service Manager be created."
ADJOURNMENT
9.
On motion, the meeting adjourned at 3:45 p.m.
FINANCE & CORPORATE SERVICES COMMITTEE MINUTES
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Janet Billett, AMCT
Committee Administrator