Rec #

Rec #	Recommendation	Management Response	Est Comp Date	Status Updates (In Progress; Pending; Complete; Requires Resolution)
3 3	That the service level agreements between DWS and COEs be reviewed jointly by both parties on an annual basis as part of the budgeting cycle and adjusted to document actual or expected service levels.	Management agrees with this recommendation. This review will be initiated in conjunction with the work related to Recommendation 24.	Q3 2006	December 2009: In Progress. The corporation continues with its implementation of the recent organizational realignment, and the Environmental Services department is initiating its own reorganization process. Phase III of the Shared Services Review is underway. A Steering Committee of the shared services Directors will guide implementation of new SLAs, funding models and reporting frameworks. Completion is anticipated by Q1 2010. The Operational Plan is a key service delivery document for Drinking Water Services involving the Environmental Services department's main partners, Planning and Growth Management and Infrastructure Services. The Plan provides for infrastructure, rehabilitation and the provision of management reviews, completed regularly as part of the operating Top Management review processes. More work will be done on inter-departmental relationships subject to outcomes of the corporate shared services review. June 2009: The corporation is starting its implementation of the recent organizational realignment, and the Environmental Services department is initiating its own reorganization process. Phase III of the Shared Services Review is underway. A Steering Committee of the shared services Directors will guide implementation of new SLAs, funding models and reporting frameworks. Completion is anticipated by Q1 2010. The Operational Plan is a key service delivery document for Drinking Water Services involving the Environmental Services department's main partners, Planning and Growth Management and Infrastructure Services. The Plan provides for infrastructure, rehabilitation and the provision of management reviews, completed regularly as part of the operating Top Management review processes. More work will be done on inter-departmental relationships subject to outcomes of the corporate shared services review. December 2008: The corporation is in the process of an organizational realignment. Following completion of a Shared Services Review conducted as part of wave 3, and the identification of interdepartmental and interbranch relationships, the recommendation to review SLAs can be completed. August 2008: No change. This is related to Rec. #24. May 2008: Drinking Water Services is developing an Operational Plan, in conformance with the MOE's Drinking Water Quality Management Standard (DWQMS) and the Municipal Licensing regulatory requirements. The Operational Plan identifies developing working relationships with support groups that are directly related to water quality. This includes relationships with some of the major groups i.e. PTE and ISB. Work remains to be developed on SLAs. This work will be undertaken following the BPRP and COE review process in the spring of 2009. February 2008: No change. DWS requires senior level decision on governance structure further direction is required for the branch to move forward on this recommendation.
11 11	Procedures to reconcile water accounts with property tax accounts (VTAX), meters installed (ITX/IIMS) and building permits issued should be developed to help mitigate the risk of incomplete billings.	Management agrees with this recommendation. This initiative will assist in ensuring that all customers are being billed. Currently, this cannot be accommodated within existing resources. Additional resources will need to be identified as part of the 2007 Corporate Services Departmental work plan and budget.	Q4 2007	December 2009: In Progress. The development of the Building Permits Tracking System is complete and implementation will start in January 2010. June 2009: The Building Permits tracking system is in the process of being scoped with programming to start in Q3 2009. Deployment is expected in Q4 2009. December 2008: The Building Permits tracking system is in the process of being scoped with programming to start in Q2 2009. Deployment is expected in Q4 2009. August 2008: A system to track building permits within the Tax application will be developed in Q4 2009. The tracking will be performed as a special term project until such time as an additional resource can be identified to process this on a permanent basis. May / February 2008: Revenue Comment - No change. October 26 / May 30, 2007: Revenue Comment - No change. We do not yet have the authority to resource the design and staff the tracking account set-up from building permits but we continue to see this as an important step. Once complete, this linkage between the tax system and the building permit system will result in the ability to identify further properties requiring metering. April 2, 2007: The integration of a link between tax and water accounts has been completed. As a direct result of this link, several requests for water hook-up investigation have resulted in properties being metered with more to follow. The budget has approved the resource to maintain the linkage and to explore the possibility establishing another linkage between the tax and building permits systems for similar tracking purposes.

Recommendation

Management Response

Est Comp Date

Status Updates

(In Progress; Pending; Complete;

Requires Resolution)

That the service level agreements between DWS and COEs be reviewed jointly by both parties on an annual basis as part of the budgeting cycle and adjusted to document actual or expected service levels.

Management agrees with this recommendation. This review will be initiated in conjunction with the work related to Recommendation 24.

Q3 2006

December 2009: In Progress.

The corporation continues with its implementation of the recent organizational realignment, and the Environmental Services department is initiating its own reorganization process. Phase III of the Shared Services Review is underway. A Steering Committee of the shared services Directors will guide implementation of new SLAs, funding models and reporting frameworks. Completion is anticipated by Q1 2010. The Operational Plan is a key service delivery document for Drinking Water Services involving the Environmental Services department's main partners, Planning and Growth Management and Infrastructure Services. The Plan provides for infrastructure, rehabilitation and the provision of management reviews, completed regularly as part of the operating Top Management review processes. More work will be done on inter-departmental relationships subject to outcomes of the corporate shared services review.

June 2009: The corporation is starting its implementation of the recent organizational realignment, and the Environmental Services department is initiating its own reorganization process. Phase III of the Shared Services Review is underway. A Steering Committee of the shared services Directors will guide implementation of new SLAs, funding models and reporting frameworks. Completion is anticipated by Q1 2010. The Operational Plan is a key service delivery document for Drinking Water Services involving the Environmental Services department's main partners, Planning and Growth Management and Infrastructure Services.

The Plan provides for infrastructure, rehabilitation and the provision of management reviews, completed regularly as part of the operating Top Management review processes.

More work will be done on inter-departmental relationships subject to outcomes of the corporate shared services review.

December 2008: The corporation is in the process of an organizational realignment. Following completion of a Shared Services Review conducted as part of wave 3, and the identification of interdepartmental and interbranch relationships, the recommendation to review SLAs can be completed.

August 2008: No change. This is related to Rec. #24.

May 2008: Drinking Water Services is developing an Operational Plan, in conformance with the MOE's Drinking Water Quality Management Standard (DWQMS) and the Municipal Licensing regulatory requirements. The Operational Plan identifies developing working relationships with support groups that are directly related to water quality. This includes relationships with some of the major groups i.e. PTE and ISB. Work remains to be developed on SLAs. This work will be undertaken following the BPRP and COE review process in the spring of 2009.

February 2008: No change. DWS requires senior level decision on governance structure further direction is required for the branch to move forward on this recommendation.

Procedures to reconcile water accounts with property tax accounts (VTAX), meters installed (ITX/IIMS) and building permits issued should be developed to help mitigate the risk of incomplete billings.

Management agrees with this recommendation. This initiative will assist in ensuring that all customers are being billed. Currently, this cannot be accommodated within existing resources. Additional resources will need to be identified as part of the 2007 Corporate Services Departmental work plan and budget.

Q4 2007

December 2009: In Progress.

The development of the Building Permits Tracking System is complete and implementation will start in January 2010.

June 2009: The Building Permits tracking system is in the process of being scoped with programming to start in Q3 2009. Deployment is expected in Q4 2009.
December 2008: The Building Permits tracking system is in the process of being scoped with programming to start in Q2 2009. Deployment is expected in Q4 2009.

August 2008: A system to track building permits within the Tax application will be developed in Q4 2009. The tracking will be performed as a special term project until such time as an additional resource can be identified to process this on a permanent basis.

May / February 2008: Revenue Comment - No change.

October 26 / May 30, 2007: Revenue Comment - No change. We do not yet have the authority to resource the design and staff the tracking account set-up from building permits but we continue to see this as an important step. Once complete, this linkage between the tax system and the building permit system will result in the ability to identify further properties requiring metering.

April 2, 2007: The integration of a link between tax and water accounts has been completed. As a direct result of this link, several requests for water hook-up investigation have resulted in properties being metered with more to follow. The budget has approved the resource to maintain the linkage and to explore the possibility establishing another linkage between the tax and building permits systems for similar tracking purposes.