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Service Reviews

Service Reviews. 300 + services (includes programs) internal (corporate) & external (community) services Internal – Human Resources helps Emergency Services hire firefighters External – Firefighters put out fires mandatory services & discretionary services. Service Reviews.

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Service Reviews

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  1. Service Reviews • 300 + services (includes programs) • internal (corporate) & external (community) services • Internal – Human Resources helps Emergency Services hire firefighters • External – Firefighters put out fires • mandatory services & discretionary services

  2. Service Reviews • What are we trying to change? • Our understanding of what is a service review • When we do service reviews • How we do service reviews

  3. Service Review Should we deliver this service? At what level of service should we deliver this service? What should our relationship to the service be (e.g. direct provider, facilitator) Council Management How can we deliver this service more efficiently (less cost)? How can we deliver this service more effectively (better value)? Operational Review

  4. Service Reviews Operations and Transit External service – Flower plantings in the community (e.g. Riverside Park and floral clock) Internal service – Propagation of plants for flower plantings in the community THAT staff provide a cost comparison of plant production in-house versus purchasing from a private grower, including total annual costs (operational, supervisory and overhead costs) and a breakdown by species                          

  5. Service Review Council Management Operational Review

  6. Service Review • Service Review (internal) • eliminate two Fleet Services Part Stores • Parts Purchasing Business Model Council Management • 2010 Operational Review of Fleet Services • process improvements • cost reduction Operational Review

  7. Service Review • Service Review (external) • Eliminate sidewalk snow clearing Council Management • Operational Review • Service improvements Operational Review

  8. Service Reviews When do we review 300+ services? Not during the budget process Council has not had any choice because we have lacked a systematic and reasonable approach to conduct service reviews that would allow us to make informed decisions outside of budget deliberations Service reviews can take longer than a single budget cycle so we to break out of the constraints of short-term annual thinking

  9. Service Reviews How do we review 300+ services? Practically, how do we organize them so we can work through them over the course of a term in a systematic and informed manner Focus on discretionary rather than mandatory services - miss service level discussions Focus on external versus internal services? - miss opportunities to find cost savings Focus on big ticket items? - miss “low hanging fruit” Review them alphabetically?

  10. Service Reviews • How do we review 300+ services? • 1. Evaluating our perceptions to develop a short-list: • personal experience with a service • experiences of a friend or a constituent • sound intuition that a service is no longer relevant today • lack of understanding of the service (why it is delivered or who uses it) • 2. Test our perceptions • develop a deeper understanding • do we understand the service? • do we have consensus or divergent opinions? • do we see the same opportunity ? • many potential outcomes

  11. Service Reviews • Potential outcomes? • eliminate a service • confirm a service • change the service level • change our relationship to the service • trigger an operational review • impact the 2012 budget • impact a future budget

  12. Service Reviews • Good news • 25% done our preliminary review of services • identified several services to discuss further • Five services reviews underway or completed • Management initiated • Council initiated

  13. Service Reviews I – internal service E – external service M – mandatory service D – discretionary service

  14. Service Reviews • Questions to consider as we proceed • What are our next steps with the short list we have developed? • How do we engage the community in the next steps? • How do we respectfully engage our staff? • How we continue to work through the remaining services (200+)? • How quickly do we work through them (and keep the City running)? • How do we select the next 75 services to evaluate? • How do we increase our capacity to undertake service reviews (e.g. establish a service-based budget)?

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