1. QUARTERLY PERFORMANCE REPORT TO COUNCIL Q3: July - September 2006

Rapport trimestriel sur le rendement présenté au Conseil 3^ème trimestRe : JUILLET - SEPTEMBRE 2006

Committee Recommendation

That Council receive this report for information.

Recommandation du comité

Que le Conseil reçoive le présent rapport à titre d’information.

Documentation

1. City Manager's report dated 16 January 2007 (ACS2007-CMR-OCM-0013).

2. Extract of Draft Minute, 16 January 2007 (Follows the French version of this document and is available in English only).

Documents

1. Rapport du Directeur des services municipaux daté le 16 janvier 2007 (ACS2007-CMR-OCM-0013).

2. Extrait de l’ébauche du procès-verbal, le 16 janvier 2007 (Suit la version française de ce document, et est disponible en anglais seulement).

Report to/Rapport au :

Corporate Services and Economic Development Committee

Comité des services organisationnels et du développement économique

and Council / et au Conseil

16 January 2007 / le 16 janvier 2007

Submitted by/Soumis par : Kent Kirkpatrick, City Manager/

Directeur des services municipaux

Contact Person/Personne ressource : Bob Hertzog, Chief Corporate Planning

and Performance Reporting Officer

Corporate Planning/Planification d’ensemble

(613) 580-2424 x, 23971

City Wide

Ref N°: ACS2006-CMR-OCM-0013

SUBJECT:

QUARTERLY performance REPORT TO COUNCIL Q3: July - September 2006

REPORT RECOMMENDATION

That the Corporate Services and Economic Development Committee and Council receive this report for information.

BACKGROUND

In March 2006 Council approved a City of Ottawa Performance Measurement and Reporting Framework (ACS2005-CMR-OCM-0003). The Performance Measurement and Reporting Framework focuses Council, citizens, and City management and staff on outcomes and results. It will provide stakeholders with information about how well the City is doing compared to approved plans and on performance trends over time.

Implementation of this framework is now underway. The first reporting component to be implemented was the Annual Report. In June 2006 the City of Ottawa issued its 2005 Annual Report, Making it Clear (ACS2006-CMR-OCM-0007), which provided a description of the City’s progress in meeting its goals.

The second significant part of the Performance Measurement and Reporting Framework is the City’s participation in the Ontario Municipal Benchmarking Initiative (OMBI). Municipalities participating in OMBI exchange performance data on a number of service areas, analyze these results and share information on best practices. Performance data for 2005 for 33 different service areas is currently being reviewed and analyzed. A report on 2005 OMBI results will be issued to Council early in 2007.

The Quarterly Performance Report to Council-Q3 2006 is the second quarterly report generated. It continues to provide key measures for a cross section of branches that deliver services to the public of high interest to Councillors. It provides a range of relevant and timely performance information, including comparisons of performance results to relevant service standards or targets.

DISCUSSION

Accountability is key to good governance. It involves monitoring and reporting performance, and taking responsibility for the results achieved. The Quarterly Performance Report to Council is an important element in the City’s accountability framework.

This is the second Quarterly Performance Report to Council and covers the reporting period July – September 2006. It provides a total of 48 performance measures relating to 13 branches, specifically:

• Transit Services
• Utility Services (Solid Waste)
• Fleet Services
• Police Services
• Employment and Financial Assistance
• Fire Services
• Housing
• Parks and Recreation
• By-Law Services
• Public Health
• Ottawa Public Library
• Planning and Infrastructure Approvals
• Client Services & Public Information (point of service delivery strategy)

The Corporate Planning Performance Reporting Office is working with these branches to enhance the overall relevance and usefulness for Council of the performance measures presented. Moreover, as noted in the report, in response to Councillors’ requests for measures on additional services, CPPRO is supporting other branches in the development of relevant measures that can be included in future versions of the Quarterly Performance Report. The report will change over time as these branches develop performance measures specifically relevant for a quarterly report and as Council’s areas of focus evolves. The target for the “end state” version of the report is 50-75 performance measures relating to up to 15 different branches. This increase in the amount of information provided will enhance users’ ability to assess the performance of City services.

CONSULTATION

The Quarterly Performance Report to Council is a tool for providing information on City services to citizens and Council. No specific public consultations done in the production of the report.

FINANCIAL IMPLICATIONS

There are no financial implications.

SUPPORTING DOCUMENTATION

Document 1: Quarterly Performance Report to Council Q3 – July – September 2006

DISPOSITION

The Quarterly Performance Report to Council will be available to citizens electronically in PDF and HTML formats from our Web site (Ottawa.ca), and in printed format upon request.

DOCUMENT 1

Quarterly Performance Report to Council
Q3 - July – September 2006

City of Ottawa

Corporate Planning and Performance Reporting Office

November 20, 2006

Quarterly Performance Report to Council

Executive Summary

Introduction

The Quarterly Performance Measurement Report to Council is produced following the end of each quarter, and has been designed to provide high-level output-focussed efficiency and customer service information about the core services provided to the public by the City of Ottawa, as well as information about key internal services

Highlights

Highlights from the data reported for the third quarter of 2006 include:

· · Transit: Ridership YTD is up 2.7% over 2005, driven by growth of passes. Student passes that were introduced earlier this year have sold especially well.

· · The percentage of buses reaching service points on time showed a slight upward trend in the third quarter of 2006, attaining 79.8% on time performance up from 78.4% earlier in the year. This was driven by improvements in timeliness of Base and Transitway routes.

· · Fleet Services: The number of buses increased in Q3 of each year due to arrival of new growth buses added in response to increased transit service. In addition, the number of ambulances has increased in accordance with Council approved growth in that service

· · Employment and Financial Assistance: There has been a 6.6% decrease in Ontario Works cases terminated. This is due to EFA's focus on participants securing employment through many of the employment initiatives (programs) offered.

· · Housing: A 16% increase in the occupancy rate for Emergency Shelters in Q3 as compared to Q2 2006 is due to the provision of emergency shelter for Canadians evacuated from Lebanon.

· · Planning & Infrastructure Approvals: Since implementation of the “on time review” initiative in late 2004, the number of Zoning By-law Amendments that reach Committee on target has increased from 52% in both 2003 and 2004 to 77% in 2005. However, for 2006, staff vacancies in Q2 and Q3, combined with a 14.6% increase in the number of development applications received year to date, have contributed to a lag in processing applications compared to 2005.

· · Police Services: Response times to Priority 1 police emergencies have continuously improved over the past two years and into 2006 as the impact of additional investments in front-line resources, together with the decline in the number of false alarms, means that patrol officers are responding more quickly to emergencies.

Conclusion

The Quarterly Performance Report to Council continues to be a work in progress. The contents of this 2nd quarterly report reflect the progress that has been made by the City to identify improved, meaningful and informative performance information that accurately portrays performance for program areas and to improve the quality of data analysis. In some program areas performance measures have not yet been identified. In these areas we have tried to indicate a likely timeframe for the availability of this information. CPPRO continues to work with all areas to identify and improve measures so as to enhance the content of future versions of the report. Therefore, the report will evolve over time as the City makes progress in the development of performance information, as well as responds to input from Council and changes to the City’s environment.

To ensure that the report remains relevant and meets the evolving information needs of Council we welcome your input and suggestions. Please contact Bob Hertzog, Chief Corporate Planning and Performance Reporting Officer, City Manager’s Office, at Bob.Hertzog@ottawa.ca or ext. 23971.

Bob Hertzog
Chief Corporate Planning and Performance Reporting Officer
City of Ottawa

Quarterly Performance Report to Council

Service Profiles

In this report, performance results are provided for the following service areas:

· · Transit	· · Parks and Recreation
· · Solid Waste	· · By-Law Services
· · Fleet Services	· · Public Health
· · Police Services	· · Ottawa Public Library
· · Employment and Financial Assistance	· · Planning and Infrastructure Approvals
· · Fire Services	· · Point of Service Delivery
· · Housing	· · General

In addition:

· · Surface Operations is in the process of identifying measures and expect to be in a position to report by year-end.

· · Building Services expects to be in a position to report in 2007.

· · For Paramedic Services, data from the provincial dispatch service is not currently available. However, the branch remains committed to providing performance data in future editions of this report.

The following list identifies the measures provided by each service area.

Transit

Figure 1: Conventional transit ridership – Q3 YTD
Figure 2: Conventional transit ridership – Average Quarterly
Figure 3: On-time service performance at time points
Figure 4: Percentage of planned service trips operated (quarter average)

Solid Waste

Figure 5: Total tonnes of residential waste recycled per quarter
Figure 6: Total tonnes of residential waste sent to the landfill per quarter
Figure 7: Total kilograms of residential waste recycled per quarter per household
Figure 8: Total kilograms of residential waste sent to the landfill per quarter per household

Fleet Services

Figure 9: Number of vehicles
Figure 10: Average number of kilometres travelled per vehicle
Figure 11: Fuel Consumption (litres per 100 kms)
Figure 12: Operating cost per km

Police Services

Figure 13: Priority 1 response performance
Figure 14: Number of calls for service – all priorities
Figure 15: Service time (total hours) – mobile response: all calls for service

Employment and Financial Assistance

Figure 16: Number of cases and number of beneficiaries in receipt of Ontario Works and Ontario Disability Support Program
Figure 17: Number of intake/inquiries calls, cases screened, and cases granted (Ontario Works and Essential Health & Social Support)
Figure 18: Activities and average number of persons participating (includes workshops and ERA)
Figure 19: Number of Ontario Works cases terminated
Figure 20: Average number of days from Ontario Works application to verification

Fire Services

Figure 21: Number of residential fire related injuries and fatalities (2006)
Figure 22: Number of residential structural fires with losses (2006)
Figure 23: Number of incidents responded to by Fire Services

Housing

Figure 24: Average nightly bed occupancy rate in emergency shelters
Figure 25: Percentage of social housing waiting list placed annually

Quarterly Performance Report to Council

Service Profiles

Parks and Recreation

Figure 26: Number of participants in registered programs per 1000 population
Figure 27: Number of participants and available spaces in registered programs
Figure 28: Percentage program occupancy

By-law Services

Figure 29: Quarterly total call volume
Figure 30: Quarterly call volume for the top four call types

Public Health

Figure 31: Number of visits to the sexual health clinic
Figure 32: Number of visits to dental clinics
Figure 33: Number of visits to young families
Figure 34: Number of health hazards responded to
Figure 35: Number of calls to the Public Health Information Line
Figure 36: Number of food premise inspections completed

Ottawa Public Library

Figure 37: Number of circulations per capita
Figure 38: Number of electronic visits per capita

Planning and Infrastructure Approvals

Figure 39: Number of development applications processed per quarter
Figure 40: On time review – Percentage of Zoning By-law Amendment applications
Figure 41: On time review: Percentage of applications with authority delegated to staff that are processed on target

Point of Service Delivery

Figure 42: 3-1-1 Contact Centre Total Calls Answered
Figure 43: 3-1-1 top 5 Q3 services requests
Figure 44: 3-1-1 top 5 Q3 information requests
Figure 45: Percentage of calls answered within 120 seconds
Figure 46: Total Client Service Centre transaction volumes
Figure 47: E-services adoption

General

Figure 48: Corporate headcount

Quarterly Performance Report to Council	Service Profile – Transit
Figure Error! Bookmark not defined.: Conventional transit ridership – Q3 Year to date	Figure Error! Bookmark not defined.: Conventional transit ridership - average quarterly

Analysis

Figure 1 and 2: Transit ridership year-to-date in 2006 is up 2.7 % over 2005 levels. This can be attributed to the continued growth of passes. The student semester passes have been particularly successful, showing strong growth. For the January semester, 3,362 passes were sold. This figure jumped 82% for the September semester when 6,115 passes were sold. Other passes introduced this year include the adult annual pass, in January, and the new community pass for ODSP recipients in March. Ridership is seasonal and drops in April when the weather improves, reaching its lowest point during the summer when schools are closed and many customers are on vacation. Higher ridership levels return with the end of the summer vacation period and the resumption of school in September.

Quarterly Performance Report to Council	Service Profile – Transit
Figure Error! Bookmark not defined.: On time service performance at time points	Figure Error! Bookmark not defined.: Percentage of planned service trips operated (quarter average)

Analysis

Figure 3: The percentage of buses reaching service points on time showed a slight upward trend in the third quarter of 2006, reaching 79.8% up from 78.4% earlier in the year*. This was driven by the performance of Base and Transitway routes which were on time 79% and 75% of the time in Qtr. 3 respectively, up from 77% and 73% in Qtr.1 of 2006. Generally, on time performance is affected by a number of factors including the ability to deliver all service that has been scheduled, variations in passenger volumes (which increases boarding times), the rate of in-service vehicle breakdowns, operator staffing levels and weather conditions. *Please note that the historical on time performance figures have been restated to include a weighted average, which is a more accurate reflection of the measurement.

Figure 4: Transit Service’s objective is to provide at least 99.5% of the planned service trips each day. This figure has been exceeded for all but one month this year and has reached 99.7% on 5 occasions. Loss of 0.2% points could equate to potentially 10,000 passengers in a month not getting their regular bus.

Quarterly Performance Report to Council	Service Profile – Solid Waste
Figure Error! Bookmark not defined.: Total tonnes of residential waste recycled per quarter	Figure Error! Bookmark not defined.: Total tonnes of residential waste sent to the landfill per quarter

Analysis

Figure 5 and Figure 6:

The amounts reflected for 2006 Q3 recyclable and non-recyclable solid waste have increased because the new collection contracts allow for tracking of all apartment garbage bins collected beyond the once per week City-subsidized collection service. Previously the City was only able to accurately measure the waste collected during its subsidized collection. The current data more accurately reflects the garbage generation of the multi-residential sector and will lead to more accurate reporting of multi-residential waste diversion rates.. Note that Q1 totals for recyclables are always lower due to the lack of Leaf and Yard waste in the winter months, while Q2 and Q4 totals are highest because Spring and Fall are the peak leaf and yard waste seasons. Currently, 33% of the waste stream is being diverted. In order to increase the capture of blue and black box materials, the RETHINK GARBAGE education and community outreach campaign was launched in the summer of 2006. The City’s target is to achieve 40% waste diversion by 2007 with the support of this campaign and solid waste programs that reinforce reducing, reusing and recycling, as well as rethinking and resisting the purchase of packaged goods.

Quarterly Performance Report to Council	Service Profile – Solid Waste
Figure Error! Bookmark not defined.: Total kilograms of residential waste recycled per quarter per household	Figure Error! Bookmark not defined.: Total kilograms of residential waste sent to the landfill per quarter per household

Analysis

Figure 8:

The amount of waste sent to the landfill per household has remained steady from 2003 except in Q3 of 2004 when it increased due to removal of Leaf and Yard waste collection. The increase in land filled waste per household in Q3 2006 can be attributed to more accurate data resulting from the new tracking mechanism built into the new collection contracts that started in June 2006.

Quarterly Performance Report to Council	Service Profile – Fleet Services
Figure Error! Bookmark not defined.: Number of vehicles

Analysis

Figure 9: The number of buses increased in Q3 of each year due to arrival of new growth buses added in response to increased transit service. Growth buses are usually added in September of each year. The number of ambulances has increased in accordance with Council approved growth in that service. The "Other Vehicles" (light and heavy) represent the remainder of the fleet. These figures exclude Police vehicles, trailers, components/attachments as well as other equipment that do not have odometer readings and/or do not consume fuel. It should be noted that "Other Vehicles" include seasonal leases of vehicles, which can cause fluctuations in the number of vehicles in each quarter. Light vehicles are defined as under 4,500 kgs and heavy vehicles are defined as greater than 4,500 kgs

Quarterly Performance Report to Council	Service Profile – Fleet Services
Figure Error! Bookmark not defined.: Average number of kilometres travelled per vehicle

Analysis

Figure 10: Kilometres travelled per bus have remained fairly consistent over the periods. The figure shows a decrease in Q3 of each year because the new growth buses arrive near the end of Q3 (September). These new growth buses did not travel many kilometres during Q3. The results for the other light and heavy vehicles vary between the quarters due to use of leased vehicles such as snow ploughing equipment during the winter months (Q1). As such, results for Q1 2006 are comparable with the same period in 2005. The “Other Heavy Vehicles” include vehicles such as graders, sidewalk tractors, etc. that have meters that read on an hourly basis instead of measuring kilometres. For consistency purposes we have used the conversion factor recommended by OMBI, which is a rate of 50 kms for each hour.

Quarterly Performance Report to Council	Service Profile – Fleet Services
Figure Error! Bookmark not defined.: Fuel Consumption (litres per 100 kms)

Analysis

Figure 11: This measure represents the number of litres consumed per 100 kilometres driven. The results show significant variations, which are caused by several factors. Fuel efficiency is reduced in the Winter period (Q1) because of the cold temperatures. Some variation is also due to a lag in recording the data when fuel is acquired at retail outlets. Fuelling at City-owned automated sites is the best way to ensure that the vehicles litres and odometer readings are recorded simultaneously in the Fleet database

Quarterly Performance Report to Council	Service Profile – Fleet Services
Figure Error! Bookmark not defined.: Operating Cost per km

Analysis

Figure 12: The total operating cost of the vehicles includes variable costs such as repairs & maintenance and fuel. It also includes all fixed charges (depreciation, licensing, insurance) as well as all overhead charges incurred within the Fleet Services Branch. Compared to other vehicles, Fire trucks have a higher operating cost per km due to a number of factors. First, the vehicles are expensive therefore they have a high depreciation charge (to fund the replacement of the vehicle in the future). Also, these trucks can operate for many hours at the scene of a fire, thus the vehicle continues to use up fuel and engine hours even if it does not travel. As seen in figure 1, fire trucks do not have a high mileage because they are only used to respond to emergencies within their specific assigned area of deployment.

Quarterly Performance Report to Council	Service Profile – Police Services
Figure Error! Bookmark not defined.: Priority 1 response performance	Figure Error! Bookmark not defined.: Number of calls for service – all priorities

Analysis

The Ottawa Police Service strives to respond to Priority 1 Calls for Service (urgent, life threatening situations, or crime in progress) within 15 minutes, 90% of the time (figure 13). Performance against this benchmark has continuously improved over the past two years and into 2006 as the impact of additional investments in front-line resources, together with the decline in false alarms, means that patrol officers are responding more quickly to emergencies. The volume of calls for service from the public has stabilized over the past two years (figure 14), after a 25 % increase between 2002-2004. Much of this stabilization is due to a reduction in false alarms in dwellings and/or businesses with alarm systems, and false 9-1-1 calls involving human error (speed dialing, etc.)

Quarterly Performance Report to Council	Service Profile – Police Services
Figure Error! Bookmark not defined.: Service time (total hours) – mobile response: all calls for service

Analysis

In-service time, or the cumulative time officers spend responding to and dealing with calls for service from members of the public, shows some seasonal variation, but has generally fallen over the past few years (figure 15). Quicker response times, which are a component of in-service time, along with the availability of more officers at the front-line and stabilization of call volumes, partly account for the decline. Overall, this means that patrol officers have more time for proactive activities, including general enforcement, traffic stops, street checks, and proactive patrol.

It is expected that the findings and recommendations of the Ontario Association of Chiefs of Police panel will provide valuable guidance in determining the scope and depth of performance data as initiatives for public reporting move forward and that additional input on reporting will result from the Police Chief’s Performance Measurement Advisory Committee.

Quarterly Performance Report to Council	Service Profile - Employment and Financial Assistance
Figure Error! Bookmark not defined.: Number of cases and number of beneficiaries in receipt of Ontario Works and Ontario Disability Support Program Note: For both OW and ODSP, 1 case includes all members of the immediate family; beneficiaries include spouses and children	Figure Error! Bookmark not defined.: Number of intake/inquiries calls, cases screened, and cases granted (Ontario Works and Essential Health & Social Support)

Analysis

Figure 16: ODSP caseload increased by .9% in Q2 as compared to Q1. This slight increase reflects overall provincial trend of higher rates of grants to ODSP. Reasons for increase in ODSP grants are; ageing population, increase incidence of disabilities, decrease in ODSP backlog, policy changes. As well, EFA has focused on referrals to ODSP including assisting clients with mental disabilities to apply and pursue disability benefits. Beneficiaries have increased in proportion to caseload increase.

Figure 17: Decrease in number of intake/service requests screened/granted in Q2 2006 reflects monthly fluctuations and season labor market trends.

Note: EFA data will always be reported with one quarter lag.

Quarterly Performance Report to Council	Service Profile – Employment and Financial Assistance
Figure Error! Bookmark not defined.: Average number of persons participating (includes workshops and attendance at Employment Resource Areas)

Analysis

Figure 18: Participants have decreased in proportion to caseload decrease.

* Please note: The graph, previously supplied for Q1 2006, relating to average number of participants involved in employment activities, is no longer provided. The Province is shifting from performance funding linked to employment activities to one focused on employment outcomes. As such, EFA is no longer reporting on number of participants by employment activity. The Province is in the process of finalizing the performance based outcome measures and EFA will begin reporting on those in 2007.

Quarterly Performance Report to Council	Service Profile – Employment and Financial Assistance
Figure Error! Bookmark not defined.: Number of Ontario Works cases terminated	Figure Error! Bookmark not defined.: Average number of days from Ontario Works applications to verification

Analysis

Figure 19: The number of Ontario Works cases terminated in Q2 2006 has increased by 6.6%. This is due to EFA's focus on participants securing employment via initiatives such as: Working City, Jobs Now, identification and intervention for harder to employ clients, Addictions Services Initiative. Also contributing are the mental health initiatives and the focus on ODSP referrals.

Figure 20: The provincial standard for average number of days from application to verification is 4 days. The increase of 15.9% reflects the impact of an "Overflow Model" (redirection of cases to three other sites), which the Screening Unit implemented in February 2006 in response to renovations at the Central Employment and Financial Assistance Centre.

Quarterly Performance Report to Council	Service Profile – Fire Services
Figure Error! Bookmark not defined.: Number of residential fire related injuries and fatalities (2006)	Figure Error! Bookmark not defined.: Number of residential structural fires with losses (2006)

Analysis

Figure 21 and Figure 22: The number of residential structural fires with losses has decreased from the 2^nd quarter report. Current programs targeted at reducing loss of life and injuries appear to be working. At all times it must be considered that this is a “snapshot” in time and longer time periods will need to be monitored to correctly identify trends.

Quarterly Performance Report to Council	Service Profile – Fire Services
Figure Error! Bookmark not defined.: Number of incidents responded to by Fire

Analysis

Figure 23: At all times it must be considered that this is a “snapshot” in time and longer time periods will need to be monitored to correctly identify trends.

Quarterly Performance Report to Council	Service Profile –Housing
Figure Error! Bookmark not defined.: Average nightly bed occupancy rate in emergency shelters	Figure Error! Bookmark not defined.: Percentage of social housing waiting list placed

Analysis

Figure 24: The occupancy rate in emergency shelters has been stable the last two years, reflective of the effectiveness of current support services. The increase in the occupancy rate for the last quarter is due to the provision of emergency shelter for Canadians evacuated from Lebanon. The City made use of its overflow accommodation in order to meet the needs of evacuees.

Figure 25: Over the past seven quarters, an average of 5.3 % of households on the social housing waiting list has been placed in social housing. A higher turnover of social housing units would enable a greater proportion of the waiting list to be housed. The turnover of units is determined by a number of factors, including the availability of affordable housing in the private market.

Quarterly Performance Report to Council	Service Profile – Parks and Recreation
Figure Error! Bookmark not defined.:Number of participants in registered programs per 1000 population	Figure 27: Number of participants and available spaces in registered programs

Analysis

Figure 26: Shows the number of participants in registered programs per 1,000 people in Ottawa. The result is based on the number of participants in registered programs divided by the population. Year over year comparisons shows resulting increases in all quarters attributed to added enrollment in new programs being offered.

Figure 27: Compares the number of registered participants to the available spaces in programs that took place. It does not include programs that were cancelled due to lack of interest. Year over year comparisons shows resulting increases in all quarters attributed to added enrollment in new programs being offered.

Note: Q1 = Winter and March break registration periods; Q2 = Spring registration period; Q3 = Summer registration period; Q4 = Fall registration

Quarterly Performance Report to Council	Service Profile – Parks and Recreation
Figure Error! Bookmark not defined.: Percentage Program Occupancy

Analysis

Figure 28: Shows the utilization rate for registered programs. Accumulatively the percentage of program occupancy has increased by .63%. The percentage results are from comparing available spaces in registered programs that took place with actual numbers of participants (Year over year comparisons) however Q3 (Summer registration period) comparisons shows a .5% decrease in program occupancy, which is attributed to the introduction of new programs.

Note: Q1 = Winter and March break registration periods; Q2 = Spring registration period; Q3 = Summer registration period; Q4 = Fall registration

Quarterly Performance Report to Council	Service Profile – By-Law Services
Figure Error! Bookmark not defined.: Quarterly total call volume

Analysis

Figure 29: By-law Services has seen a 5% increase in call volume over the same quarter last year and the 2006 statistics are showing an overall 10% increase in call volume over 2005.

Quarterly Performance Report to Council	Service Profile – By-Law Services
Figure Error! Bookmark not defined.: Quarterly call volume for the top four call types

Analysis

Figure 30: By-law Services has seen a 5% increase in call volume over the same quarter last year and the 2006 statistics are showing an overall 10% increase in call volume over 2005.

Quarterly Performance Report to Council	Service Profile – Public Health
Figure Error! Bookmark not defined.: Number of visits to the sexual health clinic	Figure Error! Bookmark not defined.: Number of visits to dental clinics

Analysis

Figure 31: In addition to the client capacity protocol the satellite clinics were closed during the summer months. This capacity protocol is an assessment tool used by the clinic staff to determine how many people can be effectively served during any given clinic. Factors such as staffing levels, the average/estimated time required to address the clients' reason for visit/need for health services; the urgency of the health issue; and, the total number of hours the clinic is open are taken into account.

Figure 32: Dental clinic visits in Q3 are generally lower due to summer holidays.

Quarterly Performance Report to Council	Service Profile – Public Health
Figure Error! Bookmark not defined.: Number of visits to young families	Figure Error! Bookmark not defined.: Number of health hazards responded to

Analysis

Figure 33: Home visits to young families (prenatal - 6) remained lower than 2005 in Q3 due to an increase in the number and complexity of cases. Increased referrals from hospitals and community agencies has resulted in an increase in the workload, for this reason, offer of home visits has been limited to those at greater risk.

Figure 34: This is a demand service based on the number of complaints received.

Quarterly Performance Report to Council	Service Profile - Public Health
Figure Error! Bookmark not defined.:Number of calls to the Public Health Information Line	Figure Error! Bookmark not defined.: Number of food premise inspections completed

Analysis

Figure 35: Reduction in calls could be due to increase in calls to the 311 operators.

Figure 36: OPH was able to hire additional public health inspectors in 2006 with the approval of funds from Council. Improved inspection #’s for 2005 reflect more PHIs completing inspections.

Quarterly Performance Report to Council	Service Profile – Ottawa Public Library
Figure Error! Bookmark not defined.:Number of circulations per capita	Figure Error! Bookmark not defined.: Number of electronic visits per capita

Analysis

Figure 37: Circulation per capita in relation to the comparable period in 2005 continues to increase steadily.

Figure 38 : Monthly web visits refers to the number of unique Internet sessions on the OPL website. The redesigned OPL website was launched in May 2006. The statistical package that was used to track web visits did not accurately track visits to the library catalogue. As a result, monthly web visits are under-reported for May, June, July, August and September. As of October 1, OPL has implemented a new statistical reporting package that tracks web visits accurately. As a result, we anticipate a significant increase in monthly web visits in Q4.

Quarterly Performance Report to Council	Service Profile – Planning and Infrastructure Approvals
Figure Error! Bookmark not defined.: Number of development applications processed per quarter	Figure Error! Bookmark not defined.: On time review –Percentage of Zoning By-law Amendment applications that reach Committee on target

Analysis

Figure 39: reflects the volume of development applications for which a decision was reached for the first three quarters of 2005 and 2006. Development applications include those for which decisions are made by Planning and Environment Committee/Agriculture and Rural Affairs Committee and City Council, and those for which authority has been delegated to staff. Staff vacancies during Q2 and Q3 2006, combined with an increase in the number of applications received in Q3 2006 (590 year to date in 2006 compared to 515 for the same period in 2005) have contributed to the lag in processing applications compared to 2005. It is anticipated that most vacancies can be filled during Q4, and will be reflected in improved results by Q1 2007.

Figure 40: represents the percentage of Zoning By-law Amendment applications that reach Planning and Environment Committee/Agriculture and Rural Affairs Committee on or before target. The target is to reach Committee within 98 days, and the Departmental objective is to reach Committee within 30 days of the target 80% of the time.

In November 2004, City Council approved the “On Time Review” initiative aimed at improving outcomes and timelines for the development review process. The premise of On Time Review is the early identification of the date at which a decision will be made, either through a report to Planning and Environment Committee (PEC) or Agriculture and Rural Affairs Committee (ARAC), or a delegated authority decision by staff. On Time Review stresses strict adherence to established timelines, and provides regular status reports to PEC on the achievement of timelines. Since the implementation of On Time Review, the number of Zoning By-law Amendments that reached Committee within 30 days of the target has increased from 52% for both 2003 and 2004 to 77% for 2005. Q3 2006 results are lower compared to Q3 2005 due to the small numbers involved and the reduced numbers of Committee meeting scheduled during the summer months.

Quarterly Performance Report to Council	Service Profile – Planning and Infrastructure Approvals
Figure Error! Bookmark not defined.: On time review: Percentage of applications with authority delegated to staff that are processed on target

Analysis

Figure 41 represents the percentage of Condominium/Subdivision and Site Plan applications for which approval authority has been delegated to staff that are processed on target. The objective is to reach a decision on or before the target or within 30 days of the target 80% of the time.

For Subdivision/Condominiums, processing targets are 87 and 49 days respectively. Owing to the small numbers processed, and because these applications have similar processes, they are combined. The small number of applications (14 in total in Q3 2006) can result in significant variations in achieving targets.

Depending on the level of complexity of Site Plan Control applications and the level of public consultation undertaken, Site Plan Control applications have different targets as well as different approval authorities:

▪ ▪ Revisions or minor applications with no public notification are assigned for Planner approval, with a processing target of 42 days.

▪ ▪ More complex applications with no public notification or consultation are assigned for Manager approval, with a processing target of 49 days.

▪ ▪ Larger and more complex applications with the potential for greater impact, and involving public notification or consultation, are assigned Manager approval but with a processing target of 74 days

Applications delegated to staff consistently meet the targeted timeframes, but these results are offset by the results of more complex applications (Manager approval). 2006 results are consistent with 2005.

Quarterly Performance Report to Council	Service Profile – Point of Service Delivery
Figure Error! Bookmark not defined.: 3-1-1 Contact Centre Total Calls Answered	Figure Error! Bookmark not defined.: 3-1-1 top 5 Q3 service requests

Analysis

Total calls answered at the 3-1-1 Contact Centre were down approximately 7% from Q2 to Q3. The decline was due in large part to the unusually high volumes in Q2 for solid waste service requests (figure 43) and garbage information requests (figure 44) related to the new collection calendars and changes to the collection days. While most call types exhibited only moderate seasonal declines in volumes, solid waste related information and service requests were down a combined 7000 calls from Q2 to Q3. Calls for recreation information peaked in Q3 as anticipated due to the release of the Fall/Winter activity guide in August and the start of program registration in Sept (figure 44).

Quarterly Performance Report to Council	Service Profile – Point of Service Delivery
Figure Error! Bookmark not defined.: 3-1-1 top 5 Q3 information requests	Figure Error! Bookmark not defined.: Percentage of calls answered within 120 seconds (target 80%)

Analysis

In Q3, the 3-1-1 Contact Centre achieved its targeted service level of 80% of calls answered within 120 seconds, as illustrated in figure 45. Continued achievement of the service level is a result of efforts by 3-1-1 Contact Centre Management to maximize the use of resources through the ongoing review and adjustment of the forecasting model and staffing requirements to improve the customer experience. The top 5 service and information requests by volume for Q3 are shown in figures 43 and 44 respectively.

Quarterly Performance Report to Council	Service Profile – Point of Service Delivery
Figure 46: Total Client Service Centre transaction volumes	Figure 47: E-services adoption

Analysis

Client Service Centre transaction volumes were also down significantly in Q3 as evident in figure 46. The primary factor, which affected the decline, is that residential property tax payments are due in March (Q1) and June (Q2). As a result no significant volume of payments are received in Q3, resulting in property tax transactions volumes approximately 10,000 lower in Q3 than Q1 or Q2. A second factor was the decline in pet license renewals, which are due in April and create a spike in the number of transactions for Q2.The rural Client Service Centres were also significantly impacted by the seasonal decline in open-air fire permit sales in Q3. The Q3 2006 decline in open-air fire permits is consistent with the 2005 trend.

There was a minor increase in the e-service adoption rate between Q2 and Q3 (figure 47). While traditional communication channels (email, phone, in person) saw significant volume declines in Q3, the number of visits to ottawa.ca remained quite high for Q3 at just over just over 1.2 million. Efforts by CSPI in collaboration with ITS and departmental business units to improve ottawa.ca’s content and explore new on-line services are ongoing. Ottawa.ca not only offers self-serve opportunities to the public but also serves as a resource for staff delivering frontline service, and as such improvements to ottawa.ca mean improvements in service across all channels.

Quarterly Performance Report to Council	Service Profile – General
Figure Error! Bookmark not defined.: Corporate headcount

Analysis

Figure 48: The core headcount remains relatively stable throughout the year, except for the 2^nd quarter when the summer student program starts. In the 3^rd quarter there is a decrease due to the end of the summer student program. Community and Protective Services and Public works and Services are most affected by these programs.

Quarterly Performance Report to Council

Service Profile – Paramedic Services

Analysis

Ottawa Paramedic Service was advised in June, that the Ministry of Health and Long Term Care was working on a solution to provide Operators with web based access to their data warehouse, rather than the current practice of the MOHLTC generating zip files for the ADDAS download. This solution should provide us with a more complete data set.

Ottawa Paramedic Service has not been able to successfully download data since August 2006 due to changes in the data model. The City's ITS group is working on this and the problem should be resolved soon.

Quarterly Performance Report to Council

Service Profile – Surface Operations

Analysis

Surface Operations is in the process of identifying measures and expect to be in a position to report by year-end.

Quarterly Performance Report to Council

Service Profile – Building Services

Analysis

Based on the current development of MAP and data cubes, in 2007 the Building Services Branch will have the ability to report on performance against statutory timeframes. In addition, an annual report, required by provincial legislation, will be produced at the end of March 2007 which reflects revenue and performance data vis-à-vis turnaround times. Consequently, Building Services will be in a better position to provide reliable and relevant performance measures for the Quarterly Performance Report to Council in 2007

Quarterly Performance Report to Council

Definitions and Explanatory Notes

Measure	Definition or Explanatory Note
Figure 3: On time service performance at time points	The percentage of service “never leaving a time point early or more than 3 minutes late.”
Figure 4: Percentage of planned service trips operated:	Of all the planned scheduled service trips in a day, the percentage that are operated.
Figure 16: Number of cases and number of beneficiaries in receipt of Ontario Works and Ontario Disability Support Program	Note 1: Ontario Works (OW) is delivered by the City’s Employment and Financial Assistance Branch. In general, the program is set up with the following cost structure: 50% Province/50% City for administration costs 80% Province/20% City for financial assistance costs (benefits paid to clients) Although the Ontario Disability Support Program (ODSP) is delivered by the province (Ministry of Community and Social Services (MCSS)) EFA does deliver two service components to ODSP clients on behalf of MCSS; they are employment supports to ODSP spouses and adult dependants and the issuance of Essential Health and Social Supports to any eligible member of the family. Note 2: For both OW and ODSP, 1 case includes all members of the immediate family; beneficiaries include spouses and children.
Figure 28: Percentage program occupancy	Number of participants in registered programs over the number of available spaces in registered programs x 100.
Figure 34: Number of health hazards responded to	Health hazards include natural hazards (such as West Nile virus); biological, chemical, radiological and nuclear (CBRN) hazards; and manmade hazards.
Figure 37: Number of circulations per capita	The total monthly circulations by official population.
Figure 38: Number of electronic visits per capita	The total unique monthly sessions established on the Ottawa Public Library (OPL) website divided by the official population.

Quarterly Performance Report to Council

Definitions and Explanatory Notes

Measure		Definition or Explanatory Note
Figure 43: 3-1-1 top 5 Q3 service requests	By-law Services	i.e.: Dogs at large, exterior debris, noise complaints
	Parking Control	i.e.: Unauthorized parking on private property, no parking, 3 hr parking
	Roads Maintenance	i.e.: Potholes, debris, snow plowing
	Solid Waste Collection	i.e.: Garbage/recycling not collected; mess left behind
	Water and Sewer	i.e.: Service locates, sewer backups, broken water mains
Figure 44: 3-1-1 top 5 Q3 information requests	Employee Phone Number	i.e.: Requests for employee phone numbers
	Garbage	i.e.: Garbage day, acceptable items, hazardous waste depots
	Parking Inquiries	i.e.: Parking regulations info
	Parking Tickets	i.e.: Payment locations, methods, review/trial process
	Recreation	i.e.: Registration, park/pool locations, bookings, swim/skate schedules
	Transfers	i.e.: Request to be transferred to individuals, departments, city facilities
Figure 47: E-Services adoption		The E-services adoption indicator measures the proportion of citizen interactions that occur through the Web compared to the interactions through all channels (phone, counter, web and e-mail).