Report Template

1. QUARTERLY PERFORMANCE REPORT TO COUNCIL - q2 - APRIL to JUNE 2008

rapport TRIMESTRIEL SUR LE rendement présenté au conseil POUR LE 2^E TRIMESTRE - AVRIL À JUIN 2008

recommendation of the Corporate Services and Economic Development Committee, the Planning and Environment Committee and the community Protective Services Committee

That Council receive the attached report for information.

joint transporation committee and transit committee recommendation as amended

That Council approve that the Quarterly Performance Report include some statistical evaluation of bicycle use on the City’s principle commuter routes, e.g., Gladstone, Elgin, Bank, Prince of Wales, and the driveways.

Recommandation du comitÉ des services organisationnnels et du dÉveloppement économique, du comitÉ de l’urbanisme et de l’environnement, et du comitÉ des services communautaires et de protection

Que le Conseil municipal prenne connaissance de ce rapport.

Recommandation modifiée conjointe du Comité des transports et du Comité du transport en commun

Que le Conseil approuve que le rapport trimestriel sur le rendement comprenne une certaine évaluation statistique de l’utilisation de la bicyclette sur les principales voies d’accès de la Ville, notamment Gladstone, Elgin, Bank, Prince of Wales, et les entrées.

for the information of council

The following directive was issued to staff by the Planning and Environment Committee:

Tim Marc, Senior Legal Counsel, will organize a meeting to occur prior to 24 September 2008 with Councillor Doucet to clarify the connection between the collection of development charges and issuance of building permits. The meeting will also include Mike Wildman, Manager of Infrastructure Approvals and Gary Baker, Program Coordinator, Development Charges.

pour la gouverne du conseil

Le personnel a reçu la directive suivante du Comité de l’urbanisme et de l’environnement :

Tim Marc, conseiller juridique, organisera une réunion, à avoir lieu avant le 24 septembre 2008 avec le conseiller Doucet, pour clarifier le lien entre la collecte de frais de développement et l’allocation de permis de construction. Cette réunion impliquera aussi Mike Wildman, gestionnaire, approbation et demande infrastructure et Gary Baker, coordonnateur de programme, redevances d’aménagement.

Documentation

1. Executive Director, Business Transformation Services report dated 22 August 2008 (ACS2008-BTS-EXD-0010).

2. Extract of Minutes, Planning and Enviroment Committee Meeting of 9 September 2008.

3. Extract of Draft Minutes, Corporate Services and Economic Development Committee Meeting of 16 September 2008.

4. Extract of Draft Minutes, Transportation Committee and Transit Committee Joint Meeting of 17 September 2008.

5. Extract of Draft Minutes, Community and Protective Services Committee Meeting of 2 October 2008.

Report to/Rapport au :

Corporate Services and Economic Development Committee

Comité des services organisationnels et du développement économique

and Council/et au Conseil

22 August 2008 / le 22 aout 2008

Submitted by/Soumis par : Stephen A. Finnamore, Executive Director, Business Transformation Services/Directeur exécutif, Services de transformation des activités

Contact Person/Personne-ressource : Stephen A. Finnamore, Executive Director

Business Transformation Services/Directeur exécutif, Services de transformation des activités

613-580-2424, ext./poste 28859

City Wide / À l’échelle de la ville

Ref N°: ACS2008-BTS-EXD-0010

SUBJECT/

OBJET:

QUARTERLY PERFORMANCE REPORT TO COUNCIL - q2 - APRIL to JUNE 2008

rapport TRIMESTRIEL SUR LE rendement présenté au conseil POUR LE 2^E TRIMESTRE - AVRIL À JUIN 2008

REPORT RECOMMENDATIONS

1. That the Corporate Services and Economic Development Committee receive the attached report and refer it for further review and discussion at the following standing committee meetings:

· Planning and Environment Committee – September 9, 2008

· Transit Committee – September 17, 2008

· Transportation Committee – September 17, 2008

· Community and Protective Services Committee – September 18, 2008

2. That discussion of the report take place at the CSEDC meeting on September 16, 2008; and

3. That Council receive the report for information on September 24, 2008 once it has been reviewed by standing committees.

RecommandationS du rapport

1. Que le Comité des services organisationnels et du développement économique reçoive le rapport ci-annexé et le renvoie pour examen et discussion aux réunions suivantes des comités permanents :

· Comité de l’urbanisme et de l’environnement – le 9 septembre 2008

· Comité du transport en commun – le 17 septembre 2008

· Comité des transports – le 17 septembre 2008

· Comité des services communautaires et de protection – le 18 septembre 2008

2. Que le rapport fasse l’objet d’une discussion à la réunion du CSODE, le 16 septembre 2008;

3. Que le Conseil prenne connaissance du rapport une fois que les comités permanents l’auront examiné, soit le 24 septembre 2008.

DISCUSSION

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

This Quarterly Performance Report to Council Q2 (April – June 2008) provides key measures of high interest to councillors for a cross-section of branches that deliver services to the public. It shows how the City is doing compared to its established standards or to its own performance over time. It includes mainly certain types of performance measures:

Outcome measures (e.g. percentage of waste diverted from landfill)
Service measures (e.g. calls for service requests and call volumes)

· Output measures (e.g. the number of food premise inspections)

Efficiency measures (e.g. cost per lane kilometre for road maintenance)

· Customer service measures (e.g. on-time transit service performance)

This is the ninth Quarterly Performance Report to Council and covers the reporting period
April – June 2008. It provides performance measures relating to the following specific branches:

· Building Code Services

· Transit Services

· Solid Waste Services

· Fleet Services

· Employment and Financial Assistance

· Fire Services

· Housing

· Parks and Recreation

· By-Law and Regulatory Services

· Public Health

Ottawa Police Service
Ottawa Public Library

· Planning

· Client Services & Public Information

· Ottawa Paramedic Service

Surface Operations

DISCUSSION

L’obligation de rendre compte est un élément fondamental de la bonne gouvernance. Elle suppose que l’on assure le suivi du rendement et que l’on en fasse rapport et que l’on assume la responsabilité des résultats obtenus. Le rapport trimestriel sur le rendement présenté au Conseil de la Ville d’Ottawa est un élément fondamental du cadre de responsabilisation de la Ville.

Le Rapport trimestriel sur le rendement présenté au Conseil pour le 2^e trimestre, avril – juin 2008, fournit les principales mesures présentant un intérêt tout particulier pour les conseillers concernant un échantillon représentatif de directions qui assurent la prestation de services au public. Il montre la mesure dans laquelle la Ville respecte ses critères et les tendances en matière de rendement au fil du temps. Il comprend principalement certains types de mesures du rendement, notamment les suivantes :

mesures d’impact (p. ex., pourcentage de déchets réacheminés des sites d’enfouissement)

· mesures de service (p. ex., nombre d’appels pour des demandes de service et volume d’appels)

· mesures des résultats (p. ex., nombre d’inspections effectuées dans les services d’alimentation)

mesures d’efficience (p. ex., coût de l’entretien des routes par kilomètre de voie)

· mesures du service à la clientèle (p. ex., ponctualité du service de transport en commun)

Le présent rapport constitue le neuvième Rapport trimestriel sur le rendement au Conseil et couvre la période allant de avril – juin 2008. Il présente des mesures de rendement pour les directions suivantes :

· Services du code du bâtiment

· Services de transport en commun

· Services de gestion des déchets solides

· Services du parc automobile

· Services d’emploi et d’aide financière

· Service des incendies

· Logement

· Parcs et Loisirs

· Services des règlements municipaux

· Santé publique

Service de police d'Ottawa

· Bibliothèque publique d’Ottawa

· Urbanisme

· Services à la clientèle et Information au public (stratégie des points de prestation des services)

· Service paramédic d’Ottawa

Opérations de surface

CONSULTATION

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

CONSULTATION

Le Rapport trimestriel sur le rendement présenté au Conseil est un outil d’information sur les services de la Ville pour les citoyens et le Conseil. Il n’y a eu aucune consultation publique particulière pendant la rédaction de ce rapport.

FINANCIAL IMPLICATIONS

There are no financial implications.

RÉPERCUSSIONS FINANCIÈRES

Il n’y a pas de répercussions financières.

SUPPORTING DOCUMENTATION

Document 1: Quarterly Performance Report to Council Q2 April - June 2008 (Distributed separately to all members of Council and held on file with the City Clerk.)

DOCUMENTATION À L’APPUI

Document 1 : Rapport trimestriel sur le rendement présenté au Conseil pour le 2^e trimestre, avril – juin 2008 (Distribué séparément à tous les membres du Conseil et retenu en dossier au bureau du Greffier municipal.)

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.

DISPOSITION

Le Rapport trimestriel sur le rendement présenté au Conseil sera mis à la disposition des citoyens par voie électronique en formats PDF et HTML sur notre site Web (ottawa.ca) et en format papier sur demande.

QUARTERLY PERFORMANCE REPORT TO COUNCIL Q2 April – june 2008

RAPPORT DE RENDEMENT TRIMESTRIEL PRÉSENTÉ AU CONSEIL POUR LE 2e TRIMESTRE– avril - juin 2008

ACS2008-CCS-TRC-0019

ACS2007-BTS-EXD-0010 CITY-WIDE / À L'ÉCHELLE DE LA VILLE

At the outset of the meeting, the Chair apologized to all present that the Committee was not prepared to start the meeting at 9:30 a.m. She introduced Alain Mercier, Director of Transit Services. Mr. Mercier apologized for his lateness in arriving and was prepared to answer any questions of Committee.

Transit Services

Responding to questions and concerns raised by Councillor Wilkinson, Mr. Mercier provided the following information:

· To address increased ridership (5% over last year) and the subsequent overcrowding of buses, 47 new articulated buses were deployed; they are currently trying to adjust service and are monitoring where the overloading is occurring

· The additional buses will provide approximately 3% more seating capacity; due to an accumulated backlog of maintenance work, there are approximately 20 more buses in the inventory than anticipated; as that backlog starts to come down, staff will be retiring out some of the oldest buses in the fleet as per the schedule

· Poorly performing routes have had their routes split and this should address the concerns about on-time performance and complaints received about buses being late; by doing this, they are containing the reliability reductions experienced over the past few years. In addition, they have slowed down some of the schedules to keep the routes more consistent and they are looking at realigning their spare buses to address those routes where reliability or overloading tend to be problematic

· To address the issue of drivers leaving early from their stops, they are in the process of designing how they would measure reliability against all parts of the schedule

· Each type of service they provide should have it’s own on-time performance indicator and they hope to achieve that by the end of the year

· The data from the GPS has to be processed against existing system schedule data in order to produce reliable reports on performance; in the control centre, they are able to monitor bus arrivals/departures at every stop and station; part of the second phase will involve the taking of the data and putting it into a management system capable of reporting geographically

· Real-time information is made available to customer service representatives who can respond to callers with respect to when the next bus is scheduled to arrive/depart; however, calling 560+ the bus stop is an old system and only provides planned schedule information to a caller

Councillor Wilkinson believed it was especially important to have a telephone number people could call to get real-time information about bus schedules, especially for the winter months, when people are left waiting in extreme temperatures for long periods of time. She asked if that number would be displayed on the maps at bus shelters, Mr. Mercier advised they would migrate over the next bus announcement systems they would do that and adjust all the signs at bus stops.

Councillor Bloess raised the concern that during peak periods, people are being left behind because regular instead of articulated buses are being used. He cited Route 94 as an example. When asked if staff can gage how many passengers are being left behind, Mr. Mercier explained that the operator calls in if they are unable to take passengers. They also look at an overloading report for each route for different periods of the day. The councillor reiterated that it is the type of bus being deployed and was particularly frustrated to see peak hour articulated buses coming from the same area that are only half full by the time they get to the transitway. He explained that from the data provided, he could not discern how many abandoned passengers there are and he wondered if that could be captured. He felt it was a deficiency in what is being shown as performance and wondered how that data gets used to ensure that the right equipment is on the right route.

Mr. Mercier explained that they use the automatic passenger counting system (on approximately 15% of the fleet) where they monitor boardings on a regular basis. From that they determine loading patterns and that data is used to assign buses and he confirmed that articulated buses are moved to where overcrowding is highest. The councillor indicated he would follow-up with staff on this because he did not think they have reacted to the situation he presented.

With specific reference to the Service Performance Review booklet (submitted at the Transit Committee meeting on 20 August), Councillor Bloess noted that 40% of the peak period buses for Route 128 are off-schedule and 36 of them are early. He could find no justification for a bus leaving early and was particularly concerned because this route only runs every hour. He was also concerned if this occurs when it is the last bus of the evening. When asked how to justify that kind of a percentage, the Director explained that the data in the booklet shows actual early performance in many cases, but also shows some of the failings. For example, on those routes there may be extensive layover times at the end points. The bus is reported arriving earlier because when the automatic passenger counting system says people have left the bus, they are arriving before the time and have left the bus. What it does not indicate is that the bus is actually going to lay-over and wait until it’s next departure time. He added that this is one of the things with GPS staff are trying to deal with, i.e., to give an accurate measure of early and late departures from the actual scheduled point. The old legacy system assumes the operator follows the planned route.

When asked whether or not the data contained in the Service Performance Review booklet is of any use, Mr. Mercier explained that it is a technical report without a proper framework behind it. The councillor suggested that if staff is using that information to generate the information provided in the Quarterly Report then it has no reliability. Mr. Mercier explained that the difference is in managerial presentation and at the system level; it is an indicator of on-time performance. He added that the numbers in the booklet are not an actual representation of what the customer sees, because unless the bus leaves that same departure point early, the passenger will not have been denied service even though the bus may have arrived early.

Councillor Bloess was encouraged by the numbers in the booklet that show the last bus of the night for Route 128 not leaving early in the last time period; however, it has been his personal experience that this is not the case. He explained that he receives many complaints from people getting off the 95 and not being able to catch that last bus home because the driver has left before the scheduled time. He believed it unconscionable for a driver to go early on a route, especially the last run of the night. When asked how this would be addressed, the Director explained that a new feature in the GPS – land marking – would allow them to monitor connectivity in the system, which had previously been done with on-street supervisors. By doing this in a virtual environment and retraining their staff on managing connections, it will allow them to focus on connectivity and not on run times.

While the councillor believed this was acceptable in theory, he wondered what would be built into the system to ensure the driver does not leave earlier than scheduled. Mr. Mercier explained that it is purely in the operator’s control to decide whether they are going to move ahead or behind schedule and many operators tend to adjust their driving based on actual congestion. They will leave early sometimes, in order to be on time later. Councillor Bloess suggested that drivers who make those decisions are doing it to the detriment of the passenger who is sitting and waiting. He maintained that OC Transpo has the tools (GPS and real time information) to be able to control driver behaviour in such a way that they be on time. The councillor suggested that when the next Service Performance Review booklet is distributed, that there be an explanation in terms of how valid the data is. Mr. Mercier confirmed this would be done to ensure an appropriate interpretation of the data.

Councillor Doucet made note of the fact that cycling has increased in the City, and yet the Quarterly Report does not make mention of cycling statistics. Mike Flainek, Director, Traffic and Parking Operations Branch explained that it was not part of this report, but staff would undertake to provide the necessary information in subsequent reports. The councillor indicated he wanted future Quarterly Reports to include “use” statistics on major cycling routes so the Committee will know how many people are commuting to work and what roads they are using.

The councillor was also interested in understanding the relationship of population-to-asphalt with respect to where the future rapid transit network will be expanding. By way of explanation, he indicated that the Airport/Confederation Heights/Carleton University/Preston corridor is a short route, but there are many people going to and from institutions, working, travelling, et cetera, and yet there is no dedicated transit along that corridor except for the O-Train. Therefore, when an argument is being made for transit from the Airport to Bayview Station, that is a different argument than a route from south of the Airport to Riverside Drive, et cetera. He believed it would be useful if future Quarterly Reports included some statistical modelling of the relationship between the population and the road surface and wondered whether or not it would be possible to obtain that information related to both transit and transportation, with a view to determining which areas are getting too much and which are getting too little.

John Manconi, Director of the Surface Operations Branch offered to make arrangements for himself and the Executive Director (Stephen Finnamore), Business Transformation Services to meet with the councillor to ensure the next quarterly report includes the appropriate data.

Fleet Services

With respect to Figure 45, Councillor Bloess noted a significant decrease in “Maintenance services met – Transit” in the first quarter of 2008 and yet there appears to be a rebound in the second quarter. Ken Wetzel, Director of Fleet Services explained that the weather conditions last winter, coupled with the backlog of maintenance activities, meant being unable to provide the required number of buses on as regular a basis as normal. When asked whether anything was being done to bring it up to the 2006 level, Mr. Mercier explained that staff would be bringing the Fleet Acquisition Plan to the Committee in the near future, which will deal with asset availability improvements and which will include an action plan on where staff anticipate bringing the operational availability of the fleet. He confirmed the numbers would all be done for prior years so there will be a consistent alignment.

With respect to Figure 46, Councillor Legendre believed there had been some improvement for “Mean distance between bus changes for mechanical reasons”, but not as well as in the past in terms of the kilometres between breakdowns. No rationale was given for the changes. Mr. Mercier indicated that in addition to the backlog and winter conditions referenced by Mr. Wetzel, there was also an overcrowding issue and movement of productive capacity to Swansea at that period. With the increased workload and limited capability to deal with the backlog, the outcome, over time, is reduced reliability and buses that are normally inspected and repaired may find their time out on the road because of a shortage of vehicles. He maintained that the goal has been to eliminate that backlog and to move to a new standard. This will be part of the context of the report coming to the Committee later this year.

Following on the comments made with respect to on-time performance, Councillor Legendre stated that when the fleet is fully equipped with GPS and staff are using it, he expected to see some serious improvements for customers. He congratulated Mr. Mercier for the ridership increases since he has joined Transit Services and recognized that Council needs to support the purchase of high-tech equipment to make this system run.

Moved by C. Doucet

WHEREAS anecdotal evidence indicates there is an increase in cycling as a mode of transportation to and from work as well as for recreation;

BE IT THEREFORE RESOLVED THAT the Quarterly Performance Report include some statistical evaluation of bicycle use on the City’s principal commuter routes. This would include streets like Gladstone, Elgin, Bank, Prince of Wales, and the Driveways.

CARRIED *

* Note: this Motion will be submitted to Council on 8 October 2008 in CSEDC Report 30-A.

That the Transportation and Transit Committees review and discuss the service areas’ performance results, as outlined in the Table of Contents of the Quarterly Performance Report to Council Q2, April - June 2008, as directed by Corporate Services and Economic Development Committee at its meeting of 2 September 2008.

RECEIVED