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HomeMy WebLinkAboutFin & Corp Svcs - 2007-09-24FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24.2007 CITY OF KITCHENER The Finance and Corporate Services Committee met this date, commencing at 12:35 p.m. Present: Councillor B. Vrbanovic, Chair Mayor C. Zehr and Councillors J. Gazzola, G. Lorentz, K. Galloway and C. Weylie. Staff: C. Ladd, Chief Administrative Officer A. Pappert, General Manager, Community Services P. Houston, General Manager, Financial Services & City Treasurer R. Browning, General Manager, Development & Technical Services T. Speck, General Manager, Corporate Services L. MacDonald, Director of Legal Services & City Solicitor R. Gosse, Director of Legislated Services & City Clerk R. Upfold, Director of Accounting S. Turner, Director of Enforcement M. May, Director of Communications /Marketing L. Proulx, Director of Facilities Management R. Regier, Executive Director of Economic Development J. Sheryer, Assistant City Solicitor J. Billett, Committee Administrator 1. DELEGATION PRESENTATION -CANADA'S TECHNOLOGY TRIANGLE (CTT) - BI-ANNUAL UPDATE The Committee was in receipt this date of an information package prepared by the Canada's Technology Triangle Inc. (CTT), which included their 2006 financial highlights. CTT is a not- for-profit organization of public and private economic development partnerships, whose mandate is to market the Region of Waterloo and local municipalities to the World. Mr. John Doherty, Chair, CTT Board of Directors, recognized the contributions of former chair, Jamie Martin, and acknowledged the value in partnering with the City of Kitchener to promote the work of CTT. Mr. John Tennant, CEO, CTT, announced that 2007 marks the 20th Anniversary of CTT and invited all those in attendance to participate in planned events at Conestoga College on October 3, 2007. Mr. Tennant spoke of CTT's collaborations in merging areas of health sciences, alternative energy, outsourced and corporate business units, manufacturing, brown- fields and tourism. He noted the importance of outreach, in particular, building partnerships with India and China, as well as attracting and retaining employment talent to the Region. Mr. Tennant acknowledged increased funding received from the City in 2007 and advised that CTT intends to propose a more moderate schedule of increases at 2% per year beginning in 2008. Mr. Tennant responded to several questions, advising that CTT continues to closely monitor Federal /Provincial funding programs to ensure senior levels of government understand the importance of their work. He added that the Board of Directors is continuing to work toward achieving an appropriate gender balance, and outreach to bio-technical and manufacturing sectors remains a key priority. Mayor C. Zehr encouraged CTT not to overlook the manufacturing sector in preference of new technological sectors, given significant changes within the manufacturing industry and its historical prominence in this Region. 2. CRPS-07-12$ -CHAPTER 40$ (ANIMALS) OF THE MUNICIPAL CODE - REGULATING CATS The Committee considered Corporate Services Department report CRPS-07-128, dated September 19, 2007 requesting direction with respect to a potential by-law provision to regulate cats. Mr. S. Turner advised that staff have identified two issues with respect to cat ownership that must be considered in terms of implementing a by-law amendment, being: determining an appropriate number of cats per household, and a method to deal with those property owners that would not comply once an amendment is enacted. Staff undertook to survey all FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 141 - CITY OF KITCHENER 2. CRPS-07-12$ -CHAPTER 40$ (ANIMALS) OF THE MUNICIPAL CODE - REGULATING CATS tCONT'D) veterinarian clinics operating in Waterloo Region and based on the results, is of the opinion that the maximum number of cats per household should be limited to three if they are not sterilized and six if they are sterilized. Mr. Turner advised that in order to focus public consultation, staff is recommending Option 2 of the three options outlined in the staff report; wherein, persons having more than the allowable number of cats would have 90 days from adoption of the amending by-law to register with the City and be given "special status" for a period of one year, or longer if a satisfactory plan approved by the Poundkeeper is devised to reduce the number of cats over a longer period of time. Mr. Turner advised that the next steps would involve gathering names of stakeholders and others who have an interest in commenting on this issue and conducting a public consultation process which he expected to take at least 2-3 months. Mayor C. Zehr commented that this a sensitive yet serious issue related to health concerns and general courtesy to one's neighbours. He spoke in support of Option 2 but asked that staff also take into consideration how the City would handle individuals coming forward after a grandfathering period has expired, claiming not to have had knowledge of the amending by- law. Mike and Melissa David spoke in favour of the proposal to regulate cats, explaining that they had recently purchased a home next to a property conducting a cat rescue operation. He noted that the property houses a large number of cats and his family has had to deal with issues of noise and unpleasant odours. He stated that they generally support Option 2 as outlined but asked that timing and enforcement provisions be clearly defined. Mr. Davis also asked that zoning definitions be reviewed for the purpose of excluding cat rescue operations from within residential neighbourhoods. In response to questions, Mr. David indicated that he believed that the proposed public consultation was fair. Ms. Ziggy Isaak stated that she generally agreed with Option 2; however, raised concerns with what would happen to the cats that would be displaced by the proposed provision. She pointed out that the Humane Society does not have the capacity to deal with an influx of displaced cats and her cat rescue operation has a "no kill" policy. She asked that consideration be given to mandatory /neutering by all pet retailers and that a committee be formed to review the issues to develop a proposal for public consultation. Ms. Isaak stated that she did not favour an open meeting to start with as it was her opinion it would be fraught with emotion and would slow things down; whereas, consideration firstly by informed parties would help expedite the public process. Mayor C. Zehr commented that it was important to have open, public consultation so as to allow all interested persons to have input rather than limiting to any one group. Mayor Zehr referred to the suggestion of a spay /neuter program for pet retailers and Mr. Jamie LaFlamme, K-W & North Waterloo Humane Society, suggested that consideration could be given to requiring all pet retail operators to spay /neuter their animals prior to being sold. Ms. J. Sheryer added that the City has authority to enact such a provision but it would become a matter of how to enforce it. Dr. Mary Dart, Pet Patrol and Cat Adoption Team, stated that she has been a cat rescuer for a number of years and was concerned with the proposed process. She advised that there are a number of stakeholders, some of whom feel vulnerable and would not be accessible to a public process. She expressed the opinion that all stakeholders need to be involved in the development of policy in a form that all would feel comfortable with and where meaningful input can be given. Dr. Dart stated that while she could see the need for some restrictions, it was her opinion that the larger issue relates to the lack of an appropriate spay /neuter program. Councillor G. Lorentz questioned if the delegation was suggesting that there be no public meeting and Dr. Dart responded that her concern was that all stakeholders be consulted at the outset prior to any policy being developed. Councillor Lorentz pointed out that no policy has been set yet and Dr. Dart responded that there is a perception that the matter is much more decided, raising concerns with transparency of the process. FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 142 - CITY OF KITCHENER 2. CRPS-07-12$ -CHAPTER 40$ (ANIMALS) OF THE MUNICIPAL CODE - REGULATING CATS tCONT'D) Councillors G. Lorentz and J. Gazzola disagreed, pointing out that this is just the start of a process that will encompass a number of steps and that no policy has yet been set. They reiterated that all who have an interest in this matter will be invited to have input. Councillor J. Gazzola brought forward the recommendation contained in staff report CRPS-07- 128 for consideration, to direct staff to proceed to conduct investigation of an amendment to Chapter 408 (Animals) of the Municipal Code on the basis of Option 2, and to conduct appropriate public consultation. Councillor Gazzola asked that staff take into consideration concerns raised this date with respect to animal rescue operations and spay /neuter programs and asked that staff provide a definitive timeline for this review. On motion by Councillor J. Gazzola - it was resolved: "That staff be directed to report on the implications of a by-law to amend Chapter 408 (Animals) of the City of Kitchener Municipal Code in accordance with Option 2, as outlined in Corporate Services Department report CRPS-07-128, following the appropriate public consultation and prepare a draft by-law for consideration at a future Finance and Corporate Services Committee meeting." 3. FIN-07-113 - 200$ LICENSING FEES FOR DOGS The Committee considered Financial Services Department report FIN-07-113, dated September 19, 2007 requesting an increase in dog licensing fees and inclusion of a fee for replacement tags, to be effective in 2008. Ms. R. Upfold advised that staff undertook to survey a number of like-size municipalities and in most categories Kitchener's are the lowest fees charged. Ms. Upfold advised that staff are recommending an increase in dog licensing fees to match those charged by the City of Waterloo. The rationale for doing so is based on the fact that dog licenses are sold by many of the same veterinarians and pet stores in Kitchener and Waterloo, and the proposed increase will unify the fees charged. The proposed increase is anticipated to provide an additional $110,000. in revenue to the City. Mr. S. Turner advised that the licensing of cats is not being addressed at this time as staff is not convinced that licensing will solve the issues related to cats and it would be problematic in terms of enforcement. He suggested that staff could report on the licensing of cats but asked that this be kept as a separate issue and the matter of regulating cats be dealt with firstly. Councillor J. Gazzola inquired as to the rationale for allowing staggered payment options for the annual dog licensing fee, expressing the opinion that the fee should be paid when due. Ms. J. Sheryer advised that the payment schedule operates on an "early bird" basis and suggested that it may be administratively impossible to enforce a January 1 deadline given the number of dog owners. Councillor Gazzola asked that consideration be given to changing the "early bird" date to October and that all dog owners be required to have their licenses by the January 1 deadline. Ms. R. Upfold advised that the fees are not fully cost recovery but pointed out that the proposed increase is substantial and the additional revenues will be applied to off-set costs. She added that to achieve full cost recovery, the fees would have to be increased much higher than what is proposed. Mayor C. Zehr suggested that marketing should be improved to encourage early payment and agreed that an alternate payment schedule should be considered. He asked that staff report to the October 1 Council meeting on this matter. Councillor Gazzola asked that staff also look more closely at the fees in terms of what they are and what it is believed they should be to become cost recovery, and report back at a FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 143 - CITY OF KITCHENER 3. FIN-07-113 - 200$ LICENSING FEES FOR DOGS tCONT'D) future date. On motion by Councillor J. Gazzola - it was resolved: "That Chapter 530 (Licence -Dogs) of the City of Kitchener Municipal Code be amended to increase the dog licensing fees to the fees charged by the City of Waterloo (Option 3 as outlined in Appendix `B' of Financial Services Department report FIN-07- 113), effective January 1, 2008; and further, That Chapter 530 (Licence -Dogs) of the City of Kitchener Municipal Code be amended to include a $7 fee for a Replacement Tag, effective January 1, 2008." 4. FIN-07-116 -FUNDING REQUEST -WATERLOO REGIONAL CHILDREN'S MUSEUM The Committee considered Financial Services Department report FIN-07-116, dated September 18, 2007 requesting direction with respect to a request from the Waterloo Regional Children's Museum (WRCM) for forgiveness of an outstanding debt and provision of a $50,000. one-time grant in support of new programs and exhibits. Mr. David Markskell, CEO, WRCM, provided an overview of recent changes toward a creative and entrepreneurial approach in guiding the Museum. The results show a reversal of negative trends has begun and the fiscal year-end (June 2007) is showing a modest surplus; although an audit of the financial statements is not yet complete. Mr. Marskell stated that the Museum is at a tipping point, beginning for the first time in four years to pay dividends and to continue to grow, investment is needed. He pointed out that the Museum's budget calls fora $1 M fundraising campaign for the current fiscal year (2007-2008) and asked that the City continue its leadership role by forgiving the existing debt relating to the construction of elevators; contribute a $50,000. one time grant toward attracting world class exhibits; and in addition, contribute $25,000. toward construction of a second washroom to facilitate the opening of a restaurant use. Mayor C. Zehr referred to the outstanding debt as outlined in the staff report and advised that only the amounts related to construction work and the elevator are relevant. He inquired as to other kinds of funding received by the Museum and Mr. Marskell advised funds have been received from the Region of Waterloo, the Provincial government, the City of Waterloo and through corporate donations /memberships. He added that in respect to the additional washroom it was his understanding that there are capital funds set aside for maintenance of the facility and inquired as to the appropriateness of requesting those dollars towards the washroom construction. Mr. L. Proulx advised that the City owns the building and leases to the WRCM, and he has approved the construction of the washroom provided the Museum is able to pay the costs. He acknowledged that there is approximately $25,000. in a capital fund for future maintenance of the building, which if used for the washroom construction, would deplete the fund. He added that approximately $25,000. per year is needed to be set aside to cover future maintenance costs, such as replacement of the roof or large equipment. Mr. Marskell advised that the Region has contributed approximately $50,000. this fiscal year; the City of Waterloo a grant of $10,000.; the City of Cambridge nothing; and the Province approximately $50,000. He added that there will always be the need for a fundraising campaign, with $835,000. raised last fiscal year and a $1 M campaign proposed this fiscal year. Councillor J. Gazzola advised that he would like to see a financial statement showing the present status of the Museum and what may be required by the Museum into the future beyond their request this date. Ms. P. Houston advised that the outstanding debt of approximately $160,000. is an accounts receivable, accruing at 1.25% per month. FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 144 - CITY OF KITCHENER 4. FIN-07-116 -FUNDING REQUEST -WATERLOO REGIONAL CHILDREN'S MUSEUM COt NT, D) Ms. L. MacDonald advised that while an offer to lease has been signed, a final lease has not been executed because of outstanding issues related to the construction and joint use of the elevator by the Museum and Theatre & Company. Mayor C. Zehr commented that the issues over construction and use of the elevator has left little opportunity for the Museum to rectify its outstanding debt and suggested there is a time when such issues need to be closed. He suggested that while not yet audited, it would be beneficial to see the financial statements for the fiscal year-end (June 2007) and asked that they be provided. He stated that on the basis that the building is City-owned, he was prepared to forgive the outstanding debt and approve the expenditure from the capital funds set aside for the Museum to allow construction of the additional washroom. In respect to the one-time grant of $50,000., he suggested this issue should be deferred to consideration in 2008 at which time the results of the Museum's current fundraising campaign would be known. In the interim, he encouraged other municipalities to provide more proportionate funding in respect to cost-sharing of this facility. Councillor J. Gazzola advised that he could not support the Museum's request as it was his opinion given the substantial dollars involved, that the financial statements and a strategic plan for future needs should be provided prior to a decision being made. At the request of Councillor B. Vrbanovic, staff was directed to dialogue with the Museum executive to determine an appropriate form of recognition for the substantial contribution proposed to come from the City. On motion by Mayor C. Zehr - it was resolved: "That the request of the Waterloo Regional Children's Museum for forgiveness of an outstanding debt related to the project construction costs, be approved in the amount of $160,252.57 (elevator - $90,000. and construction - $70,252.57); and, That $25,000. be allocated from the City's capital provision for the facility to provide for construction of an additional washroom at 10 King Street West for use by the Waterloo Regional Children's Museum; and further, That the request of the Waterloo Regional Children's Museum for a one time grant of $50,000. to support the development of major new programs /exhibits currently being planned, be deferred for future consideration in 2008, pending results of the organization's 2007/2008 fundraising campaign." Councillor J. Gazzola raised concerns with respect to the number and significance of reports listed for consideration on the Committee's agenda this date, expressing the opinion it was difficult to give proper consideration to all of the issues within the expected timeframe. It was agreed that an informal discussion would be undertaken with staff concerning this matter. 5. CRPS-07-129 -SIZE OF COUNCIL -RESULTS OF PUBLIC CONSULTATION The Committee considered Corporate Services Department report CRPS-07-129, dated September 17, 2007 outlining the results of public consultation on the issue of the size of Kitchener Council It is noted in the report that comments were solicited on-line, by mail and at an open house from which 135 submissions were received, 83 from on-line and 52 through the mail and / or at the open house. Mr. R. Gosse advised that any decision to change the size of Council rests entirely with Council. Ms. Ginnie Quinn spoke in support of increasing the size of Council by two councillors and asked if the increase could be put in place prior to the next municipal election. FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 145 - CITY OF KITCHENER 5. CRPS-07-129 -SIZE OF COUNCIL -RESULTS OF PUBLIC CONSULTATION tCONT'D) Mr. R. Gosse advised that the Municipal Act does not permit the addition of interim councillors and specifically provides that there will be no changes to the composition of Council prior to the next municipal election. Mr. Gosse advised that the next steps involve a ward boundary review to commence in January 2008, for which there will also be extensive public consultation and it is expected to take approximately 6 months to complete. He added that while changing the composition of Council and ward boundaries does not require Provincial approval, any newly established ward boundaries can be appealed to the Ontario Municipal Board (OMB) which could add 3-6 months to the process. Mr. Scott Piatkowski spoke in support of increasing the size of Council to 12 councillors enabling Kitchener to match the representation by population of that of the City of Waterloo. It was his opinion that fewer than 12 councillors would lead to unnatural ward sizes. Mr. Piatkowski added that he had considered representation at the Region of Waterloo recognizing that the smaller municipalities have better representation by population than Kitchener and felt the Region could do better as well. Mr. Steve Schildroth spoke on behalf of the "I Believe in Kitchener" group, in support of increasing the size of Council to 12 councillors and presented a petition of over 500 signatures. Mr. Schildroth stated that increasing the number of wards and councillors, thereby decreasing the population ratio between councillors and citizens, will improve the democratic process by providing fuller debate of the issues and better representation for citizens of Kitchener. Councillor J. Gazzola brought forward a motion for consideration to increase the size of Council from one Mayor and 6 councillors to one Mayor and 10 councillors and that a by-law to effect the change be prepared for adoption to come into force when the new Council is organized, after the next regular municipal election in 2010. Councillor Gazzola stated that he had previously supported increasing the size of Council to provide for more diverse opinions and greater debate of the issues, and was of the opinion that it was important for the democratic process. He noted that prior to the Provincial mandated decrease in the size of Council, Kitchener had 10 ward councillors and he would like to see a return to that number. Mayor C. Zehr commented that it was important in any public process to consider the financial impacts and whether there is direct impact on the tax levy or costs are mitigated by some other means, the addition of more councillors will in fact, mean increased costs. He stated that in making a decision, he could not ignore that a majority of respondents to the public consultation process favoured 10 or less councillors. He noted that while he agreed that a larger Council was needed, when the issue was first raised there were other government issues that were considered of higher priority and on the second occasion, there was insufficient time prior to the 2006 municipal election to complete the process. He added that automatic review of the ward boundaries was scheduled for this Council term and it was deemed appropriate to consider the size of Council in conjunction with the ward boundary review. Councillor G. Lorentz commented that while he had been approached, he had not signed the petition for 12 councillors as he wished to keep an open mind and receive all input / information prior to making his decision. Councillor Lorentz did not support the motion to increase to 10 councillors, preferring an increase to 8 councillors. He noted that changes had been made to stream-line the way the City operates but acknowledged that at the same time the City has grown, suggesting that there is now opportunity to add two additional councillors. He added that it was as important to have well informed councillors, who listen to all aspects prior to making decisions as it was to increase the number of Councillors. Councillor Lorentz also expressed the opinion that the level of representation on Regional Council is unbalanced and should be by population, suggesting that the manner in which Regional Council members are selected should also be reviewed. FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 146 - CITY OF KITCHENER 5. CRPS-07-129 -SIZE OF COUNCIL -RESULTS OF PUBLIC CONSULTATION tCONT'D) Councillor C. Weylie stated that she had supported a larger Council at the out-set, pointing out that in addition to population, the number of businesses each councillor represents should be taken into consideration. She suggested that division of councillor work load should be looked at in respect to attending public functions and sitting on Advisory committees both locally and Regionally. Councillor Weylie asked that steps be taken to ensure that the process for the next ward boundary review is fair, noting that previously in her absence, the boundaries of her current ward had been reconfigured by other members of Council to include half of the downtown; which was contrary to what the consultant had recommended. Councillor K. Galloway generally supported an increase in the size of Council to 10, but suggested that it should be kept in mind that this equates to 15 representatives when including the 4 Regional Council representatives. Mr. R. Gosse advised that the ward boundary review is a public process and will be led by an outside consultant to ensure an equitable and fair process. The consultant's recommendations will be presented to Council for approval and Council's decision on the ward boundaries can be appealed to the OMB. Notwithstanding Council's decision on the appropriate size of Council, the consultant could recommend a different number of wards if felt to be in the public's best interest; however, Council does not have to agree. Mr. Gosse stressed that the review is conducted on the premise of determining fair representation and not by population. He added that it is by provision in the Municipal Act that the ward boundary review decision can be appealed. Mayor C. Zehr asked that Council's decision in respect to the size of Council be carefully considered in terms of the ward boundary review. Councillor B. Vrbanovic spoke in support of increasing to 10 councillors as it was a more reasonable size and would provide added quality to debate the issues. The following motion was Carried, on a recorded vote, with Mayor C. Zehr and Councillors J. Gazzola, B. Vrbanovic, K. Galloway and C. Weylie voting in favour and Councillor G. Lorentz voting in opposition. Councillor J. Smola was absent this date. On motion by Councillor J. Gazzola - it was resolved: "That under authority of Section 217 of the Municipal Act, as amended, the composition of Kitchener City Council shall be changed from the Mayor and six Councillors to the Mayor and ten Councillors; and further, That a By-law to effect this change shall be prepared for adoption, to come into force when the new Council is organized in 2010, after the next regular election." 6. FIN-07-117 - CUSTOMER INFORMATION (CIS) CONSULTANT -CONTRACT EXTENSION - GAS DISTRIBUTION ACCESS RULE tGDAR) IMPLEMENTATION The Committee was in receipt of Financial Services Department report FIN-07-117, dated September 18, 2007 concerning extension of the contract for the CIS consultant for implementation of the Gas Distribution Access Rule (GDAR). Due to timing, this matter was deferred and referred to the October 15, 2007 Finance and Corporate Services Committee meeting. 7. CAO-07-044 -NEW CORPORATE CUSTOMER SERVICE PROGRAM The Committee considered Chief Administrator's Office report CAO-07-044, dated September 12, 2007 concerning a Corporate Customer Service Program. Ms. J. Murphy provided an overview, commenting on the needs and benefits of establishing a Corporate Call Centre, to be implemented in two phases. Phase 1 will expand the existing FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 147 - CITY OF KITCHENER 7. CAO-07-044 -NEW CORPORATE CUSTOMER SERVICE PROGRAM tCONT'D) Kitchener Utilities dispatch centre located at Elmsdale Drive and will be a separate division under Financial Services. Citizen telephone inquiries will be answered 24/7 by a live voice and the first divisions to be integrated will be Enforcement, Legislated Services and Operations. A Corporate Welcome Centre is also proposed to direct visitors entering the main floor of City Hall and will have one full time FTE, as well as a volunteer Tourism representative. Together they will provide full coverage for walk-in inquiries during normal business hours. The Welcome Centre is proposed to be located in the space currently occupied by the Artist-in- Residence, across from the main floor Revenue payment counter. Ms. Murphy advised that Phase 2 will continue transition of all remaining decentralized call centres with a goal of answering 80% of the calls on first contact. There will be one City phone number (741-CITY / 2489) for all non-emergency services and existing direct-dial-in (DID) numbers will be eliminated. It is proposed to locate the Corporate Call Centre within the Consolidated Maintenance Facility (CMF) if approved by Council and if not, alternative locations will be investigated. Counter services will remain at the existing locations and a study will be undertaken to examine the feasibility of expanding payment and inquiry services to satellite locations, such as community centres. A subsequent business plan for Phase 2 will be brought forward at a later date. Ms. Corina Tasker reviewed financial impacts of Phase 1, advising that new operating costs are estimated at $107,494 and capital costs at $143,500. Operating costs will be funded partially from the tax base and partially from sewer operations. Two new FTE customer service representatives will be required and a commitment has been made to manage the budget target either through a transfer of FTE's or efficiencies in the program. The capital costs will be fully funded from the existing Customer Service capital account. The overall costs for both the Corporate Call Centre and the Welcome Centre are estimated at $280,000 for Phase 1. The next steps involve hiring or assigning a project manager to begin implementation of Phase 1, followed by communications to divisions affected and the corporation as a whole; creation of an implementation team; construction of additional work stations in the Corporate Call Centre; construction of the Welcome Centre; discussion with the Unions; creation of job descriptions to facilitate hiring of staff; and creation of a Corporate Call Centre training program. Work will also begin on developing a business case for Phase 2 of the program. Ms. Murphy responded to questions, advising that Kitchener Utilities call centre currently provides assistance to the City of Waterloo in answering their after hour calls and has expressed an interest in expanding to have all their calls answered by Kitchener's Corporate Call Centre. This option will be explored further but it is intended to oversee implementation and improvements to Kitchener's service first. Councillor J. Gazzola raised concerns with the proposed location of the Welcome Centre. Ms. Murphy advised that it was originally intended to assume the space currently occupied by security staff; however, security is of the opinion it is important that they remain in the forefront to facilitate their observance of activities at City Hall. Councillor Gazzola disagreed and asked that further consideration be given to moving the Centre to a more centralized location. Ms. Murphy advised that the City currently owns 741-CITY but staff are not absolutely committed to using this number if another, simplified number is desired. She added that the current telephone system will meet the needs of the Corporate Call Centre for Phase 1 but will have to be reviewed for future needs. At the request of Councillor J. Gazzola, Ms. Murphy agreed to provide him with a copy of the 2004 feasibility study and review costs to date. Mayor C. Zehr agreed that the proposed single phone number may need to be further considered, noting that blackberries do not have lettering above the numbers. He also expressed concerns with regard to the location of the Welcome Centre, inquiring if consideration had been given to locating the Centre in other prominent locations on the main floor without displacing security staff. Ms. Murphy advised that when City Hall was first constructed the space now occupied by the Government Business Centre was to be used for FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 14$ - CITY OF KITCHENER 7. CAO-07-044 -NEW CORPORATE CUSTOMER SERVICE PROGRAM tCONT'D) this purpose but is no longer available. Other options have been explored but are limited due to associated renovation costs but could be revisited. Mayor Zehr commented that there was no point in having the Welcome Centre if it would not function properly and asked that alternatives be further examined. Ms. Murphy spoke to the importance of the City's website as a key tool to be used by the Corporate Call Centre in responding to inquiries and advised that a team is currently working on improvements to the website. At the request of Councillor C. Weylie, Mr. S. Turner agreed to meet with her to discuss issues raised regarding response procedures for noise complaints. Ms. Murphy noted that calls exceeding capacity of the phone system will be entered into a cue. She noted that at this time the phone system is not capable of permitting voicemail messages to be left to avoid long waits in a cue but would investigate further in respect to future needs. It was noted that use of "311" requires an application to the Canadian Radio- Television and Telecommunications Commission (CRTC) and is a somewhat lengthy process. Ms. C. Ladd added that use of "311" would be more appropriately pursued at the Regional level, noting that it is difficult for any one municipality to use without receiving calls for all area municipalities. Ms. Murphy spoke to elimination of DID's, advising that currently the City owns 8,500 numbers at a cost of $40,000. per year. It is proposed to eliminate most and staff who currently have a DID will still be able to deal with clients one on one, using a back door number (ie. 3400 plus extension -existing last 4 numbers of DID). She noted that costs to print new business cards have not yet been factored in. Councillor B. Vrbanovic agreed with concerns regarding the location of the Welcome Centre, suggesting that if needed, additional funds should be expended to ensure it functions properly at the outset. He strongly advocated that high priority be given to improvements to the City's website as it will be an important resource to the success of this program. At the request of Mayor C. Zehr, it was agreed that staff report back on the issues raised this date concerning the location of the Welcome Centre, the phone system and the City's website; and in the interim, approval be given to proceed with Phase 1 of the program. The following motion was Carried Unanimously. On motion by Mayor C. Zehr - it was resolved: "That the Corporate Customer Service Program be approved, as outlined in Chief Administrator's Office report CAO-07-044 and attached Business Case, dated September 12, 2007; and, That the operating and capital budgets required to implement phase one of the Corporate Customer Service Program in 2008 be referred to the 2008 budget process; and further, That on final budget approval, implementation of phase one of the Corporate Customer Service Program proceed immediately." 8. CAO-07-046 - K-W TOURISM -FUTURE SERVICE DELIVERY MODEL The Committee considered Chief Administrator's Office report CAO-07-046, dated September 18, 2007 concerning funding required for re-allocation of K-W Tourism staff resources to support customer service and economic development programs. Ms. C. Ladd advised that with creation of the Regional Tourism Destination Marketing organization, the function of K-W Tourism needs to be significantly changed to focus solely on Visitor Information services. An opportunity has presented itself to combine tourism activities with that of the Corporate Welcome Centre, with the 2 staff persons to be cross-trained allowing for staffing back-up without additional resources. The change in focus will also free FINANCE & CORPORATE SERVICES COMMITTEE MINUTES SEPTEMBER 24, 2007 - 149 - CITY OF KITCHENER 8. CAO-07-046 - K-W TOURISM -FUTURE SERVICE DELIVERY MODEL tCONT'D) up time for existing tourism staff to turn their attention toward economic development and the downtown. A re-allocation of funds from tourism to support the various programs required for the new tourism model and existing City programs has left a shortfall of approximately $22,000. Ms. Ladd advised that staff is asking for an additional $25,000. to be allocated in the 2008 operating budget. Ms. Ladd explained what the Regional Tourism Destination Marketing organization is responsible for and pointed out that all 3 area municipalities are required to operate a Visitor Information Centre. She noted that currently Kitchener assists the City of Waterloo in operating a Centre and at this time it has not been determined if Waterloo will commence operating their own facility or will continue to rely on Kitchener to assist. On motion by Councillor G. Lorentz - it was resolved: "That subject to final approval of the City's 2008 Operating Budget, additional funds required for the re-allocation of KW Tourism staff resources be approved, to support Customer Service and Economic Development (Downtown, Communications and Marketing) programs, commencing in 2008. " 9. ADJOURNMENT On motion, the meeting adjourned at 4:25 p.m. Janet Billett, AMCT Committee Administrator