Service Reviews 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 What are we trying to change? Our understanding of what is a service review When we do service reviews How we do service reviews
Service Review Operational Review Council Management 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) How can we deliver this service more efficiently (less cost)? How can we deliver this service more effectively (better value)?
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
Service Review Operational Review Council Management
Service Review Operational Review Council Management 2010 Operational Review of Fleet Services process improvements cost reduction Service Review (internal) eliminate two Fleet Services Part Stores Parts Purchasing Business Model
Service Review Operational Review Council Management Operational Review Service improvements Service Review (external) Eliminate sidewalk snow clearing
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
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?
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
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
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
Service Reviews ServiceOutcome Fleet Service Part Stores (I/D)Elimination of service Residential street snow clearing (E/M)Reduction in service level Tree Donation Program (I/D)New relationship – facilitate community partnerships Plant Propagation (I/D)In progress Bookmobile (E/D)In progress I – internal service E – external service M – mandatory service D – discretionary service
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)?