Service Business Plan

Transcription

1 Service Business Plan Service Name Cemetery Service Type Public Service Owner Name Julie Hutchings Year 2018 Service Owner Title Service Description Acting Manager of Business Services A public service to provide customer service and choices for interment (burial) rights, arrange burial services and ongoing maintenance of municipal cemetery properties. Current State Customers & Their Expectations Existing Service Delivery Existing Customer Engagement Tools / Methods Is this Service Provincially Legislated? For this Service are there Approved Service Standards? This service is delivered to: Residents and non-residents in need of burial services, and ongoing care and maintenance of cemetery properties. Customer service, record keeping and ongoing maintenance of Greenwood Cemetery and 11 pioneer cemeteries. Customer engagement tools include telephone, mail, in person, and the City website. Yes Yes Funeral, Burial and Cremation Services Act In accordance with Bereavement Authority of Ontario and Ministry of Consumer Services

2 Sub-Services Customer Service and Sales Interment Services Grounds Maintenance Assist customers by: providing a description and explanation of services, including available options and costs related to burial of remains researching and answering inquiries related to searches for buried individuals providing quotes and completing sales transactions ensuring accurate and full record keeping associated with legislated requirements Prepare grounds or area and receive and bury remains, in accordance with legislated requirements. Property maintenance, including: grass cutting flower bed, tree and shrub care waste removal irrigation ground repairs monument base preparation and repairs snow removal Recent Continuous Improvement Initiatives As legislated by Funeral, Burial and Cremation Services Act. In 2017, continuous improvement initiatives are being undertaken with the cemetery's software solution to better track records and information. In 2016, updates on the city website included available services and rates and fees. In 2015, the service prepared an Operational Procedures Manual to provide direction for staff and consistent service delivery. In 2014, the service completed an expansion of Greenwood Cemetery by 0.8 hectares. This should provide capacity to meet the needs of the community for the next 30 to 50 years.

3 Emerging Opportunities and Anticipated Risks Emerging Opportunities Anticipated Risks Service Objectives Use of technology to improve customer service, including: - Website improvements to provide easily accessible and clear information on cemetery locations, contact information, rates and fees. - Investigate opportunities for additional features in the original grounds as well as ways to better promote availability of cemetery locations, contact information and rates and fees. - Conduct condition assessments of all City maintained cemeteries; allowing for more pro-active budgeting and asset replacement. Climate change may affect required maintenance and aesthetics of the cemetery properties. As the City adds additional cemeteries to its inventory for care and maintenance, without adequate resources, it will become challenging to sustain maintenance standards. The potential for a pandemic or disaster causing an emergency situation requires plans to ensure burial of those affected. Continue to develop clear service level standards and expectations for Cemetery Service, building on the review of maintenance practices conducted in Conduct condition assessments of all City maintained cemeteries; allowing for more pro-active budgeting, replacement of assets and better capital planning. Develop and document a consistent process for the acquisition of newly City maintained cemeteries. Target Completion Dec 2018 Sep 2018 Dec 2018

4 MEASURING SUCCESS How much did we do? Performance Measurement Forecast 2019 Forecast 2020 Forecast Plots/niches sold Interment services Customer inquiries ,000 1,000 1,000 1,000 1,000 How well did we do it? Performance Measurement Story behind the data Cost per hectare to operate & maintain cemetery property Expenditures per ha to maintain Greenwood Cemetery are anticipated to increase as the number of interments increase. Customers expect aesthetically pleasing and well kept cemeteries. However, these costs are significantly offset through the sale of plots, niches and services, particularly in the newly opened MacMillan Block of Greenwood Cemetery. $40,000 $30,000 $20,000 $10,000 $0 -$10,000 Cost per hectare to operate & maintain cemetery property $36,611 $36,304 $37,030 $37,771 $34,490 $31,080 $31,042 $32,385 $31,672 $24,128 $26,623 $24,353 $33,821 $27,899 $30,442 $31,051 $12,482 $6,728 $4,416 $6,591 $5,862 $5,979 $6,099 -$1, Operating cost per hectare Revenue per hectare Expenditure per hectare

5 Is anyone better off? Performance Measurement Story behind the data Where do we want to go? 2,000 Projected capacity by unit type. The sales by unit type will be a comparator to measure if the types of units available are going to meet demand into the future. A new columbarium was delivered in January 2016 which added 77 niches. By tracking avaialble inventory by type of sales, future considerations can be adjusted in a timely manner to plan for capacity increases. This will allow the construction of new columbaria to be completed at the appropriate time. Availability of Plots and Niches by Type 1, , Full sized plot Urn garden plots Columbarium niches

6 2018 OPERATING BUDGET SERVICE RESOURCE SUMMARY Service Description Service Owner Name Proposed Year End Projections Base $ Change vs % Change vs Business Cases Human Resources $ 229,014 $ 260,253 $ 263,966 $ 263,210 $ 2, % - Total CEMETERY A public service to provide customer service and choices for interment (burial) rights, arrange burial services and ongoing maintenance of municipal cemetery properties Julie Hutchings % Change vs $ $ 263, % Operating/Minor Capital Equip. $ 54,787 $ 37,200 $ 37,700 $ 36,672 $ (528) -1.4% $ - $ 36, % Purchased Services $ 2,292 $ 1,650 $ 2,236 $ 12,250 $ 10, % $ - $ 12, % Corp. Expenditures/Provisions $ (0) $ - $ - $ - $ - 0% $ - $ - 0% Internal Charges & Settlements $ 54,601 $ 62,644 $ 62,644 $ 61,621 $ (1,023) -1.6% $ - $ 61, % TOTAL EXPENDITURES $ 340,693 $ 361,747 $ 366,546 $ 373,753 $ 12, % $ - $ 373, % Controllable Revenues $ (298,232) $ (250,000) $ (231,500) $ (259,200) $ (9,200) 3.7% $ - $ (259,200) 3.7% General Revenues & Recoveries $ (57,570) $ (65,000) $ (60,700) $ (60,000) $ 5, % $ - $ (60,000) -7.7% TOTAL REVENUES $ (355,802) $ (315,000) $ (292,200) $ (319,200) $ (4,200) 1.3% $ - $ (319,200) 1.3% NET OPERATING BUDGET $ (15,109) $ 46,747 $ 74,346 $ 54,553 $ 7, % $ - $ 54, %