DOCUMENT 1

Prototype Quarterly Performance Report to Council

City of Ottawa

Corporate Planning and Performance

Reporting Office

Prototype

Quarterly Performance Report to Council

February 8, 2006

Quarterly Performance Report Introduction One of the components of the Performance Measurement and Reporting Framework being proposed is a quarterly Performance Report to Council. This quarterly report is intended to establish and communicate performance in relation to key targets and/or benchmarked performance indicators that are of interest to Council. This document presents a prototype for the quarterly report. 2004 OMBI Efficiency Measures As shown in Figure 1: Ottawa OMBI Results Versus Other OMBI Municipalities (Efficiency Measures), Ottawa performed at or better than other participating municipalities for 76% of efficiency measures. More specifically, Ottawa costs are significantly less (20%+) that the OMBI average for 38% of measures Ottawa costs are less that (5-20%) the OMBI average for 24% of measures Ottawa costs are equal to (+/- 5%) the OMBI average for 14% of measures Ottawa costs are greater than (5-20%) the OMBI average for 10% of measures · Ottawa costs are significantly greater than (20%+) the OMBI average for 14% of measures Service Profiles The list to the right presents service indicators provided by the following service areas: Transit Police Paramedic Services Fire Library · General and Administrative Clicking on an indicator in the list will link you directly to the graphic for that indicator.

Transit Figure 2: On Time Service Performance at Time Points (2005) Figure 3: Percentage of Planned Service Trips Operated (2005) Figure 4: Conventional Transit Ridership – Average Monthly Figure 5: Passenger Trips per Capita (2004) Figure 6: Costs per Service Hour (2004) Figure 7: Cost per Passenger Trip (2004) Police Figure 8: Priority 1 Response Performance (2004) Figure 9: Number of Criminal Code Offences Handled per Police Officer (OMBI) Figure 10: Figure 10: In-Service Time – mobile response calls only (2004) Figure 11:Number of Calls For Service – all priorities (2004) Paramedic Service Figure 12: % of Code Calls Where an Advanced Care Paramedic Responded Figure 13: Annual Call Volume Figure 14: 90th Percentile Response Times (minutes) for High and Low Density Areas Fire Indicators will be available last quarter 2006. Library Figure 15: Total Number of Library Uses per Capita (OMBI) Figure 16: Number of Electronic Visits per Capita (OMBI) Figure 17: Annual $ Amount Spent on Library Materials per Capita (OMBI) Figure 18: Number of Circulation Uses per Capita (OMBI) General and Administrative Figure 19: # of FTE’s/100,000 population Figure 20: Facility Cost per Square Foot of Administrative Facilities Managed (OMBI)

Quarterly Performance Report – 2004 OMBI Efficiency Measures

Figure 1: Ottawa OMBI Results Versus Other OMBI Municipalities (Efficiency Measures)

1.1 Comments

Areas where Ottawa indicators are below or significantly below OMBI averages have been or are being followed up by the relevant branch. In some of these instances, one factor that contributes to these differences is the accounting for the full cost of the service provided under Ottawa’s Centre of Expertise (COE) service delivery model.

Quarterly Performance Report – Service Profile - Transit Figure 2: On Time Service Performance at Time Points (2005)

Figure 3: Percentage of Planned Service Trips Operated (2005)

Figure 4: Conventional Transit Ridership – Average Monthly

Figure 5: Passenger Trips per Capita (2004)

Figure 6: Costs per Service Hour (2004)

Figure 7: Cost per Passenger Trip (2004)

1.2 Comments

Definitions On Time Service Performance at Time Points: the percentage of service “never leaving a time point early or more than 3 minutes late.” Percentage of Planned Service Trips Operated: Of all the planned scheduled service trips in a day, the percentage that are operated. Cost per Service Hour: All direct expenses required to operate a bus for one hour. Over 80% of all service was operated on time. The summer period saw the best performance with a rating of 81.6%. The target of operating 99.5% of all planned service was met in the summer period and fell just slightly short of the target in the other periods. Average monthly ridership showed gains in each quarter in 2005 compared to 2004 except for Q1. Ridership fell in Q1 due to service cutbacks implemented in 2004 that carried over into Q1 of 2005. Ottawa’s passenger trips per capita figure of 118 is well above all other Canadian cities of comparable size. Calgary is next closest at 85 trips per capita. The cost per service hour for Ottawa is in line with other like-sized cities. The cost per passenger trip for Ottawa is among the lowest with only Winnipeg and Toronto operations being less expensive.
	Quarterly Performance Report – Service Profile - Police Figure 8: Priority 1 Response Performance (2004)	Figure 9: Number of Criminal Code Offences Handled per Police Officer (OMBI)
	Figure 10: In-Service Time – mobile response calls only (2004)	Figure 11:Number of Calls For Service – all priorities (2004)

1.3 Comments

Priority 1 Response Performance is defined as “Citizen-initiated calls, with mobile response to crimes in progress and/or life threatening situation.” The Benchmark is within 15 minutes for 90% of calls.

The Ottawa Police agrees in principle with inclusion of the above indicators in the prototype of the Council Performance Report, recognizing that:

· the Police Performance Measurement Advisory Committee has not yet completed its work;

· the Ottawa Police will continue to participate on the Ontario Chief's of Police OMBI Expert Panel which may table additional perspectives; and,

· the Ottawa Police has developed and continues to refine its own Performance Monitoring Framework, Data Warehouse, and Dashboard

Quarterly Performance Report – Service Profile – Paramedic Services Figure 12: % of Code Calls Where an Advanced Care Paramedic Responded	Figure 13: Annual Call Volume
Figure 14: 90th Percentile Response Times (minutes) for High and Low Density Areas

1.4 Comments

The performance target in Ottawa’s high-density areas is 8:59 minutes for 90 percent of calls. For low-density areas, the performance target is 15:59 minutes for 90 percent of calls.

Quarterly Performance Report – Service Profile -Fire

1.5 Comments

Performance indicators for Ottawa Fire Services will be available using the measures endorsed by the Ontario Municipal Benchmarking Initiatives (OMBI) Group, represented by the Chief Administrative Officers of the 15 largest municipalities in Ontario, of which Ottawa is an active member.

Some examples of these measures are Service Level indicators such as Total Fire Operating Costs Per Capita (Urban and Rural); Number of In-Service Vehicle Hours Per Capita (Urban); Total Number of Incidents Responded to per 1,000 population (urban). There are also Efficiency measures such as Cost per Incident (Urban) and Community Impact Measures such as Residential Fire Related Fatalities per 100,000 Population.

OMBI is considering using up to 36 measures in all. Ottawa Fire will be providing some of the measures that are contained in that group when we are requested to do so, however the final measures to be utilized has yet to be determined.

Quarterly Performance Report – Service Profile – Library Figure 15: Total Number of Library Uses per Capita (OMBI)	Figure 16: Number of Electronic Visits per Capita (OMBI)
Figure 17: Annual $ Amount Spent on Library Materials per Capita (OMBI)	Figure 18: Number of Circulation Uses per Capita (OMBI)

1.6 Comments

Libraries participating in OMBI range from Toronto Public Library (the largest library in Canada) through mid-size libraries such as Hamilton and London down to smaller library systems such as Thunder Bay and Waterloo. Averaging the OMBI results suppresses the wide variance among the participating libraries and may not result in good comparator data. Unlike other libraries participating in OMBI, the Ottawa Public Library is a bilingual institution with a mandate to serve patrons in both official languages. The cost of French print materials is higher due to smaller production runs. This results in Ottawa spending more on materials per capita to maintain French collections.
	Quarterly Performance Report – Service Profile – General and Administrative Figure 19: # of FTE’s/100,000 population Source – Population Data: Year End City Estimates Source – Staff Data: FTE figures from the Human Resources Plan. Figures do not include Elected Representatives.	Figure 20: Facility Cost per Square Foot of Administrative Facilities Managed (OMBI)

1.7 Comments

Corporate Planning and Performance Reporting Office will continue to consult with service areas to identify additional general and administrative measures.