A series of recommendations are coming to council for discussion after a recent organizational review.
The KPMG report is on the agenda for a special committee meeting at 5:30 pm on Tuesday.
One of the 10 top opportunities is to develop a corporate-wide customer service strategy.
“Most members of Council expressed an interest in improving corporate-wide customer service and public communication/transparency of city affairs,” states the KPMG report. “While Council acknowledged progress has been made in recent years, many residents continue to express frustration with municipal services and staff.”
Developing a workforce plan is another recommendation.
The report says nearly three-quarters of survey respondents (74%) said their department does not have sufficient staff levels to meet service standards and service demands.
Here is the full list of the top 10 opportunities:
1. Adopt a Corporate Performance Management Framework
2. Develop Departmental Master Plans and Business Plans
3. Clarify the Community Safety and Well-being Plan
4. Implement a Corporate-wide Customer Service Strategy
5. Develop a Workforce Plan
6. Centralize Back-office Roles
7. Clarify Service Agreements with ABCs/Service Partners
8. Conduct Comprehensive User Fee Studies
9. Prepare a Climate Change Impact Assessment
10. Collaborate with Local Post-secondary Institutions
The Executive Report of the KPMG study is available on the city’s website.
