2006 Audit Recommendations - Status Tracking

Document 3

Audit: Surface Operations - Roads Maintenance

(Lead: Richard Hewitt)

Audit Recommendation

Management Response

Budget Implications 2008 or Beyond

Related Council Motions

Status Update / Comments
as of July 23 07

% Complete
as of
Feb 04 2008

Report's #

Audit Management Response

Action Required Based on DCM Implementation Plan

Management Timelines
(Q1- Q4)

($$ if known)

(Status, risks, issues regarding implementation, etc)

That the SAI visioning exercise be accelerated (without additional costs), particularly those actions which will have a direct impact on operational efficiency with a target implementation of 2007 for budget and cost savings/consolidation.

Management agrees with this recommendation.

Implementation priorities are financial accountability and operational planning. Detailed operations planning development workshops have been moved up to begin in December 2006. The objective is a long-term sustainable organization. Completion is expected in Q4 2007.

Q4 2007

Jan 2008 - Framework completed, Implementation on track; will roll out in 2008-09

Operations Planning and Balance Scorecard (Performance Reporting) were advanced and are on track for completion in 2007.

Recent development is the identification of funds required to complete the SAP fit analysis by ITS. Funding is estimated to be in the range of $200,000. Funds do not exist and will cause delays in implemention of sevreral key staretgies if left unfunded.

60%

That the Branch conduct complete process mapping, develop and implement standard operating procedures.

Management agrees with this recommendation and it is already in progress.

This is being implemented in phases based on an assessment of risk and opportunity associated with each process, which will be determined in 2008.

2008

On track

That SOP re-engineer their approach to planning work so that the Notification system is a complement to a systematic approach based on routine maintenance, road patrols and preventive maintenance.

Management Response Surface Operations
Management agrees with this recommendation and it is already in progress and is expected to be completed by Q4 2007.

Management Response Information Technology Services
Management agrees with this recommendation.

Working together with PWS, ITS can change and implement work orders, preventative maintenance and other functions to assist with planning, as described by the audit. The assessment of the time and cost to implement this will be undertaken starting in Q1 2008.

ITS Comment:
As per the ITS Management Response, the assessment of the time and cost to implement requirements identified by PWS will begin in Q1 2008.

Q4 2007 / Q1 2008

SOPS Comment:
Jan 2008 - On Track. Re-engineering of Operations Planning is complete. Implementation has begun and is anticipated to continue through 08/09.

ITS Comment:
Jan 2008 - On Track. ITS is working with Surface Operations to complete the business case. Project to be scheduled upon approval.

Sept 2007 ITS Comment:
In-Progress. Work to begin in Q1 2008 pending approval of Surface Operations business cas in Q4 2007.

30%

ITS - 5%

That the Director SOP, the Director of IT and the Manager of the 311 Call Centre work to improve the ability of the Call Centre and related system to facilitate the work of the SOP staff responding to Notifications

Management Response from Surface Operations
Management agrees with this recommendation and work is already in progress.

The inquiry and notification process is being re-engineered in conjunction with the 3-1-1 Call Centre and ITS staff in Q4 2007. As an interim measure until the results of the re-engineering effort are fully implemented, an operations clerk has been dedicated to work on facilitating notifications, processing and tracking.

In addition, measures are being taken to provide the public and other stakeholders with improved information to proactively satisfy service and information requests. Examples of these proactive measures include: general training on Surface Operations services to all of the Client Service Centre staff; specialized training on items of interest to the rural community to "Rural Champions" in the Call Centre; updates and enhancements information appearing on the City's website; and implementation of winter parking e-alerts that notify registrants of winter parking restrictions via automated email alerts.

Q4 2007 / Q1 2008

SOPs Comment:
On track
Inquiry management procedures have been developed and piloted and are scheduled to be implemented across the Branch by the end of September 2007. Network performance issues at the Bloomfield Yard have been addressed.

Jan 2008 - Inquiries management implementation is complete.

The Daily/Weekly/Monthly work scheduling process will be re-engineered and optimized as part of the Operations Planning implementation and are scheduled to be completed prior to the end of the year.

95%

(cont'd)

Management Response from CSPI
Management agrees with this recommendation.

Management will continue to work with Councillor’s offices to request that they use 3-1-1 to forward service requests to all operating departments.

Management Response from ITS
Management agrees with this recommendation.

Working together with PWS and the 3-1-1 Call Centre, ITS can improve and enhance the integration and data sharing/transfer between Request for Service and SAP, at an estimated cost of $450,000. The business case for this project will be submitted to the Value Assessment Program and will be prioritized along with other Corporate IT requirements. It is anticipated that this project can be initiated in Q1 2008

CSPI Comment:
CSPI continues to work with councillors offices to ensure that they use the 311 system rather than sending requests directly to the Operations yards. The ward based reporting initiative that will commence this summer will help to encourage this. Ward based reporting, coupled with reporting on turnaround time will go a long way toward alleviating the requirement to report back on completion directly to the Councillor’s Offices.

ITS Comment:
As per the ITS Management response, this project is anticipated to be initiated in Q1 2008, following the PWS request and submission of the business case to the ITS Value Assessment Program.

Q1 2008

CSPI Comments:
Jan 2008 - Reengineering of Operations Planning is complete. Implementation has begun and is anticipated to continue through 08/09. Senior Operations Clerks have been trained in the 311 application (MAP) used to create service requests. SOPs Branch will explore opportunities to have Branch staff input Notifications directly into the MAP system.

ITS Comments:
Jan 2008 - ITS is supporting technology requirements for two related projects stemming from this audit recommendation: a) CSPI 311 - On Track - The 311 Perf. Reporting project is on schedule for implementation Feb 4/08. b) Surface Ops - Deferred - Surface Operations has deferred their planned utilization of the system pending business process changes to collect and report on data.

Sept 2007 - Project is part of the CSPI lead 311 Perf. Reporting Initiative that is scheduled to go live Dec/07.

ITS 20%

That accomplishment units be redesigned to measure quantities which the department should be monitoring to meet best practises for their industry.

Management agrees with this recommendation and it is already in progress.

Accomplishment units are being updated as part of the comprehensive operations planning initiative. Financial reports are being modified to include reporting of accomplishment units by activity, all scheduled for implementation in Q4 2007.

Q4 2007

On track

Jan 2008 - Accomplishment units and their reporting are being reviewed and revised as part of the Operations Planning implementation. This effort will be ongoing through 08/09.

30%

That the entire activity sheet/data entry process be reengineered, to provide the necessary financial and payroll information within the SAP system.

Management agrees with this recommendation.

The activity sheet is being reviewed as part of the Strategic Alignment Initiative Performance Management in Q1 2008. Once the Branch's performance measurement and management framework is developed, the activity sheet and associated data collection/entry processes will be re-engineered to ensure the necessary information is captured and entered efficiently. As an immediate measure, to better utilize data that can already be entered into the system, the Branch is incorporating accomplishments by reporting on a number of key operational reports to improve the information available for operational decisions.

Q1 2008

On track
Jan 2008 - Surface Operations staff are also proactively investigating technology options that may be available to facilitate this process. Specifically, capabilitiese available through the pending SAP upgrade and the City's document management system roll-out show significant promise.

In Progress. Project is part of the CSPI lead 311 Performance Reporting Initiative that is scheduled to go live in December 2007.

30%

That any cut-backs proposed to Council during budget deliberations clearly state if they will have an impact on both Service Levels/City Standards and/or condition of Infrastructure (e.g. deterioration from lack of maintenance).

Management Response from Infrastructure Services Branch

Management agrees with this recommendation.

Through the LRFP process, investment levels are identified to maintain the City’s infrastructure assets. In the case of roads, the level of investment identified in the LRFP is to maintain the overall network at current levels (i.e. approximately 20% in need of resurfacing or reconstruction). When approved budget levels are less than the needs identified in the LRFP, as has been the case in previous years, over time this results in further deterioration of the overall network condition and increases the pressure on the operating budget.
As part of the City Corporate Plan, the Infrastructure Services Branch (ISB) is required to define service levels for municipal infrastructure. Once completed in 2007/08, this will provide an ability to create more direct links between funding levels and impacts on service levels.

Infrastructure Services Comment:
Review of existing service levels for municipal infrastructure (including roads, sidewalks, sewers and bridges) to be finalized in 2007.

2008

Infrastructure Services Comment: This is 75% complete for roads, sidewalks and bridges. Work will be complete in 2008.

Jan 2008 - No Change.

75%

That SOP calculate whether they have the best complement of full-time workers to optimize the use of overtime and salaries.

Management agrees with this recommendation.

The operational planning initiative in Q1 2008 will enable the Branch to better quantify resource needs to meet service demands. This will be compared with available staff time, overtime utilization, productivity improvement opportunities, contracting mix, and alternative service delivery options to identify the best complement of full-time workers for the Branch.

Q1 2008

On track
Operations Planning Framework includes detailed resource loading requirements.

Jan 2008 - Analysis will be conducted on an activity-by-activity basis in conjuction with the Opeartions Planning implementation over the 08/09 timeframe.

40%

That SOP calculate how many person years are lost to the Time Off in Lieu (TOIL) policy and determine whether they are hiring sufficient full-time, part-time or temporary workers to optimize costs given lieu time leave and vacations.

Management agrees with this recommendation.

The amount of TOIL accumulated annually is available through SAP. The analysis is estimated to be completed by Q1 2008. There is no provision for backfilling for staff during short-term absences. The Branch does make use of temporary staff, students and contracted services to supplement the work of full time staff.

Q1 2008

On track

Jan 2008 - Analysis has commenced and is anticipated to be completed in Q3 08.

65%

That, Branch resources be redirected so that Road Patrols are reinstated in accordance with the City’s standards.

Management agrees in principle with this recommendation.

In May 2003, a report was brought forward to Council recommending (8) FTEs to enable Service Operations to increase road patrol capacity with the objective of meeting road patrol guidelines, however this recommendation was not approved. Furthermore during the 2004 Universal Program Review cuts, $1.042M associated with road patrol on collector and residential streets were cut from the Surface Operations Branch budget.

Jan 2008 - Report forthcoming to Transportation Committee in 2008

Review is underway.
Branch is currently working on the feasability of redeployment of vacant FTE's to Road Patrols within existing budget.

70%

33b)

That the Forestry group develop guidelines and a public awareness campaign for both the public, developers and other municipal departments to promote new tree plantings that are of a variety more suited to the local climate and soil conditions (develop better growing stock able to withstand increase pressure from changing climate).

Management agrees with this recommendation.

Forestry Services 2007 workplan includes an increase in internal/external communication and will focus on completion for Q4 2007. Target audiences have been identified i.e. By-law Services, Infrastructure staff, Development Approvals (internal) and local community associations and forestry interest groups (external). Arboricultural and forestry technical information will be consolidated and formatted in conjunction with other Surface Operations Branch initiatives.

Q4 2007

Jan 2008 - Forestry has increased awareness through the TREE (Tree Reforestation Environmental Enhancement) program. Through this initiative, we have planted additional trees, distributed trees to the the information on the City's web site and placed ads in local and daily papers. In 2008, the Forestry Division will be working to broaden our partnerships through participation in events, educational outreach and the media.

Ongoing

50%

30%