Loading...
HomeMy Public PortalAboutService Delivery Review Policy COUNCIL Page 1 of 2 POLICY Effective Date – November 29, 2016 Amended – October 13, 2020 Section: Corporate Title: Service Delivery Review 1.0 POLICY STATEMENT To outline responsibilities and procedures for reviewing service delivery using an evidence based approach to assess how efficiently and effectively the needs of the community are being met. 2.0 GENERAL The Town of Oliver delivers a range of services to meet the needs and wants of the community. This involves internal services such as strategic planning, human resources and finance as well as external services such as water, sewer, building inspection, bylaw enforcement and development application processing. The Town is under increasing financial pressure, and there is often a widening gap between revenue and expenditure. At the same time, the Town is expected to be environmentally and socially responsible and provide a wide range of quality services. With changing community needs and emerging external factors such as the need to respond to climate change, service delivery reviews are an ongoing process to ensure the Town is delivering what the community needs in the best possible way. The review is aimed at more efficient use of resources while providing services to meet the needs of the community. The information from the review will assist in determining what changes, if any, to make to service delivery that will benefit all stakeholders while being financially sustainable. The establishment of the review process builds the capacity of both staff and the community to think critically and systematically about current and future service needs. It also leads to innovation in service provision and helps build a culture of continuous improvement within the Town. 3.0 RESPONSIBILITIES Following the completion of the bi-annual Citizen’s Survey and review of outcomes: Council will be responsible: • to determine which, if any, municipal service will have a review undertaken • review and approve the Recommendation and Implementation Plans Service Delivery Review Page 2 of 2 Chief Administrative Officer, Chief Financial Officer and appropriate Manager will: • develop the project plan for Council consideration and undertake the review as outlined in the following section Town of Oliver Council and Staff will be responsible to: • evaluate and drive continuous improvement 4.0 PROCEDURE Develop Stakeholder Engagement/Communication Plan • identify the stakeholders in the review, how they will participate and what information will be shared with whom and when Develop Evaluation Framework • evaluate the process of the review and determine if and how the objectives of the review are being met Develop Project Plan • summarise the objectives of the review, team structure and how the work will be carried out Prepare Service Statement • document information about existing services Develop Information Gathering Template • record other information about a service that will inform the analysis phase Analyze Services • undertake analysis of information gathered Prepare Recommendations Plan • detail and discuss with stakeholders any recommendations towards existing and future services Prepare Implementation Plan • detail how changes will be implemented, the cost and expected outcomes Prepare Service Delivery Review Report • communicate the outcomes of the review to stakeholders based on the communication plan. Evaluate and Drive Continuous Improvement • evaluate the changes made and the process, share learnings and plan for the next review