What we do. Strategic Plan. alignment. CUSTOMER SERVICE Insurance claims in the year. Customer Service

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1 CORPORATE SERVICES: CUSTOMER SERVICE What we do Strategic Plan alignment Key Performance Indicators Customer service is committed to providing exceptional service to meet the needs of residents, stakeholders and employees of the County and area municipalities in a timely fashion. 5.i. A County that Performs and Delivers Results > Enhance our customer service focus and responsiveness to municipal partners and the public by implementing clearly defined customer service standards and expectations CUSTOMER SERVICE Insurance claims in the year Insurance claims costs (5 year avg) Incident frequency reported under risk management policy 6 $198, $132, $125, $125, Goals/Objectives Promote Customer Service Week Strategic Plan Alignment 5.i. A County that Performs and Delivers Results > Enhance our customer service focus and responsiveness to our municipal partners and the public by: implementing clearly defined customer service standards and expectations and regularly monitoring reporting customer service performance Resources Required Staff resources Expected Completion Notes/Risks Committee of staff to conduct a public awareness campaign designed to generate awareness of services provided by the County and solicit feedback that measures the effectiveness of our o services 111

2 Enterprise asset management review Acquisition and implementation of Asset Management resources if required 5.ii. A County that Performs and Delivers Results > deliver exceptional services by: regularly reviewing service level standards to assess potential for improved access to services/amenities conducting regular service reviews to ensure delivery effectiveness and efficiency 5.ii. A County that Performs and Delivers Results > deliver exceptional services by: Identifying best practices and appropriate benchmarking Developing and tracking key performance indicators against goals and report results Staff resources to include Public Works, IS (BA), IT, Finance, Customer Service and others as deemed appropriate TBD based on results of enterprise asset management review budget estimate $150,000 (funded from reserves) Q2 End user input is critical to the success of this review in order to determine the appropriate tools and resources that are required to ensure the County is appropriately managing our assets to avoid increased cost in infrastructure replacement/renewal and exposure to loss and missed opportunities for funding Review and decision making process will include a comprehensive business analysis to ensure any potential risks will be manageable and appropriately managed Insurance tender 3.ii. A County that Thinks Ahead and Wisely Shapes the Future > Apply social, financial and environmental sustainability lenses to significant decisions by assessing options in regard to life cycle costs and benefit/costs - including debt, tax and reserve levels and implications Staff resources competitive process has potential of generating savings for 2014 budget Absence of competitive process could result in lost opportunity for budget savings 112

3 2015 Goals/Objectives Strategic Plan Alignment Resources Review enterprise asset management system for potential enhancements Promote Customer Service Week 5.ii. A County that Performs and Delivers Results > deliver exceptional services by: Regularly reviewing service level standards to assess potential for improved access to services/amenities Conducting regular service reviews to ensure delivery effectiveness and efficiency 5.i. A County that Performs and Delivers Results > Enhance our customer service focus and responsiveness to our municipal partners and the public by: Implementing clearly defined customer service standards and expectations Regularly monitoring and reporting customer service performance Staff resources to include Public Works, IS (BA), IT, Finance, Customer Service and others as deemed appropriate Staff resources Expected Completion Notes/Risks End user input to critical to the success of this review in order to determine the appropriate tools and resources that are required to ensure the County is assets are appropriately managing our assets to avoid increased cost in infrastructure replacement/renewal and exposure to loss and missed opportunities for funding Committee of staff to conduct a public awareness campaign designed to generate awareness of services provided by the County and solicit feedback that measures the effectiveness of our services 113

4 CUSTOMER SERVICE SUMMARY 2013 FORECAST REQUESTED VARIANCE VARIANCE % Revenues $(1,000) $(2,000) $(1,400) $600 (30.00)% Salaries & benefits 493, , ,786 14, Operating expenses 190, , ,291 (96,156) (46.80) Program expenses 3,000 3, , ,900 5, Interdepartmental allocations (623,484) (623,484) (618,577) 4,907 (0.79) Capital 22,000 25,000 0 (25,000) (100.00) Other 0 (100,000) (150,000) (50,000) Total expenses 86,000 2,000 1,400 (600) (30.00) Net levy FTE s Reason for FTE increase/decrease Efficiency Measures - $ Cost Gross expenditures 609, , , ,606 Gross expenditures as a % of total County gross expenditures Gross cost per household Gross cost per capita

5 Director of Corporate Services Manager, Customer Service and POA (0.5) Legislative Services Coordinator Customer Service Assistants (3) 115

6 CUSTOMER SERVICE 2014 REPORT 2013 FORECAST REQUESTED VARIANCE % VARIANCE REVENUES REV - SERVICE RECOVERY FEES (1,000) (2,000) (1,400) 600 (30.00%) TOTAL REVENUES (1,000) (2,000) (1,400) 600 (30.00%) SALARIES AND BENEFITS SALARIES 394, , ,392 12, % BENEFITS 99,085 99, ,394 2, % TOTAL SALARIES AND BENEFITS 493, , ,786 14, % OPERATING EXPENSES INTERDEPARTMENTAL CHARGES 53,447 53,447 54,516 1, % CREDIT CARD COSTS 10,000 8,000 12,000 4, % TELECOMMUNICATIONS 1,700 2,100 1,500 (600) (28.57%) MEMBERSHIP/DUES/SUBSCRIPTIONS 3,322 3,000 3, % TRAINING/SEMINARS/CONFERENCE 4,842 6,000 7,500 1, % POSTAGE 9,000 9,000 9,000 TRAVEL, EXPENSES, MILEAGE 750 2,000 1,000 (1,000) (50.00%) R & M - EQUIPMENT 2,464 3,000 3, % CONSULTANT FEES/PURCH SERVICES 105, ,900 16,775 (102,125) (85.89%) TOTAL OPERATING EXPENSES 190, , ,291 (96,156) (46.80%) PROGRAM EXPENSES SUPPLIES 3,000 3,000 3, % PROGRAM EXP 150, ,000 TOTAL PROGRAM EXPENSES 3,000 3, , ,900 5,030.00% INTERDEPARTMENTAL ALLOCATIONS CHARGE TO OTHER JOB (623,484) (623,484) (618,577) 4,907 (0.79%) TOTAL INTERDEPARTMENTAL ALLOCATIONS (623,484) (623,484) (618,577) 4,907 (0.79%) CAPITAL CAPITAL - EQUIPMENT 22,000 25,000 (25,000) (100.00%) TOTAL CAPITAL 22,000 25,000 (25,000) (100.00%) OTHER CONTRIBUTIONS FROM RESERVE (100,000) (150,000) (50,000) 50.00% TOTAL OTHER (100,000) (150,000) (50,000) 50.00% TOTAL CUSTOMER SERVICE 85, % 116