2005 Audit Recommendations  -  Status Tracking
Document 2
Audit:  By-Law Enforcement and Inspections  (EMC Lead:  S. Kanellakos / Staff Lead:  S. Jones)
  Audit Recommendation Management Response Comments  Budget Implications
2007 or Beyond		 Related Council Motions Status Update
    Audit Management Response Action Required Based on DCM Implementation Plan         Management Timelines    (Q1- Q4) (Risks, issues regarding implementation, etc) ($$ if known)    
1 The Director, By-Law and Regulatory Services Branch,  should expand existing service standards to include completion standards and performance targets to improve upon staff utilization, monitoring and reporting for EID activities. Management agrees with this recommendation.

To date, Management has concentrated on setting and monitoring performance standards for the timely prioritization and dispatch of calls.

As set out in the audit findings, by-law requests-for-service (RFS) are categorized as priority 1, 2 or 3 calls in accordance with the urgency of the infraction: for priority 1 calls, complainants are contacted and calls actioned within 24 hours; for priority 2 calls, complainants are contacted and action commenced within 48 hours, and; for priority 3 calls, complainants are contacted within 48 hours and action commenced within 7 days.

Management will undertake to establish completion standards / performance targets and will work to improve staff utilization through a 2006 efficiency review. Given technology upgrades required for tracking purposes, it is expected that completion standards and performance targets will be completed and in place by the end of 2007.		 Establish completion standards and performance targets. 

Work to improve staff utilization through a 2006 efficiency review.  		Given technology upgrades required for tracking purposes, expected completion is the end of 2007. It should be noted that the longer timelines needed to establish those standards are due to the wide variability in the nature and sophistication of different requests for service.   For example, one dog bite call may be resolved within a day based on cooperation of the parties, reliability of information and other factors, while another dog bite call may take several months to close based on availability of witnesses, appeal processes and other factors. Estimated require $600K for consultant and hardware to move to system that can accurately capture activities and track same/$20K to integrate all licensing systems/$300K for on-board technology to capture data and create efficiencies - projected 2007 to 2010.  This has been identified as part of the Long-Range Financial Plan. No This item went to CAWG on October 18, 2007. Director, By-law and Regulatory Services met with City Manager and Director, ITS thereafter to discuss improvements to MAP functionality.  Development of performance targets and completion standards is underway.  Some preliminary completion standards have been established for animal, noise, property standards and parking.  The MAP Request for Services Application has been modified to include these service standards and will be implemented by the end of Q1 2008. 

Funds have been approved in the 2008 budget which will provide for the development of a business strategy, technology plan and initial implementation of technology.  
    It should be noted that the longer timelines needed to establish those standards are due to the wide variability in the nature and sophistication of different requests for service. For example, one dog bite call may be resolved within a day based on cooperation of the parties, reliability of information and other factors, while another dog bite call may take several months to close based on availability of witnesses, appeal processes and other factors.            
2 The Director, By-law Services Branch, should ensure Coordinators and Supervisors expand their monitoring activities to include the monitoring of overall performance against established standards to keep a record of their monitoring findings and to report periodically as appropriate on these findings to include suggested actions to take to improve on overall performance achievement. Management agrees with this recommendation.

As noted in recommendation 1, Management will work to establish completion performance standards and agrees that they should be monitored and reported upon. Technology enhancements will be required to implement and track the standards electronically.		 Work to establish completion of performance standards that will be monitored and reported upon. Given technology upgrades required for tracking purposes, expected completion is the Q4 2007 subject to funding being approved. Technology enhancements will be required to implement and track the standards electronically. See comments and numbers above. No The 2008 ICAs for supervisors/managers include a requirement to develop performance measures and establish a monitoring process.
3 The Director, By-Law and Regulatory Services Branch,  in concert with the I.T. Services Branch, should pursue opportunities to enhance operational efficiency through the use of available technology tools and ensure that technology opportunities are recorded and evaluated on a periodic basis. Management agrees with this recommendation.

The Information Technology Services (ITS) Branch has already initiated discussions with the By-law Services Branch with respect to reviewing technology requirements and related tools to assist the Branch in pursuing their operational efficiencies. It is anticipated that formal discussions and planning sessions will commence in Q1 of 2006 with a view to providing and defining technology opportunities, budget requirements and a go forward plan by the end of 2006.		 Continue discussions with Information Technology Services regarding technology opportunities. Q4 2007   See comments and numbers above. No With funding now in place for 2008, a By-law and Regulatory Services Technical Planning Project Team has been established to develop business requirements for an increased use of technology to achieve efficiencies in the area of incident management. 
7 The Director, By-Law and Regulatory Services Branch,  should schedule a formal review of the actual achievements of implementation of the new model against its original performance objectives within 12-18 months after project initiation and once major aspects are considered implemented. Management agrees with this recommendation. Management has already planned a post implementation review of the deployment that will be undertaken in the fourth quarter of 2007. Conduct a post-implementation review of the deployment.  Evaluation to be undertaken in the Q4 2007.     No The three month hiring freeze towards the end of 2007 hindered progress in fully implementing the new deployment model. The Branch expects to be able to do so before the end of 2008. Worthy of note is that the Branch will be undergoing the Strategic Branch Review.
9 The Director, By-Law and Regulatory Services Branch,  should systematically assess and monitor risk areas that could lead to further delays to the Harmonization project. Management agrees with this recommendation.

Further to the response to Recommendation 8, the Director currently meets, and will continue to meet, on a monthly basis with the project and Branch Management Team to monitor and assess risk areas in the harmonization of by-laws. The Branch is also waiting a response from the Province on the enactment of a new City of Ottawa Act, which will allow regulations to be enacted differently based on geography. As a result of the challenges related to the rural/urban diversification in terms of enacting new regulations, the Province has also extended the expiry date for the harmonization of the remaining licensing by-laws until the end of 2007. It is anticipated that all of the harmonization work will be completed by this date.		 Director will continue to meet on a monthly basis with the project and Branch Management team to monitor and assess risk areas in the harmonization of by-laws.     It is anticipated that all of the harmonization work will be completed by Q4 2008. The Branch is also awaiting a response from the Province on the enactment of a new City of Ottawa Act which will allow regulations to be enacted differently based on geography.  As a result of the challenges related to the rural/urban diversification in terms of enacting new regulations, the Province has also extended the expiry date for the harmonization of the remaining licensing by-laws until the end of 2007.   No The new Municipal Act which provides authority to regulate differently has been implemented as of January 2008. The remaining by-law harmonization projects are underway and are expected to be complete by the end of 2008.
11 The Director, By-Law and Regulatory Services Branch,  should include risk management in EID training plans for managers and staff. Management agrees with this recommendation.

Further to the response to Recommendation 10, as part of the 2006 efficiency review, key operational risks will be identified that can be built into training plans for managers and staff.		 Identify key operational risks as part of the Branch Process Review.

Build these into training plans for managers and staff.		 Q4 2007     No Work in this area has been undertaken over the course of 2007 and is expected to be on-going. The focus of risk mitigation issues to date has been with respect to occupational health and safety issues for field staff.