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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
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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