4 Desired Levels of Service (LOS)

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1 4 Desired Levels of Service (LOS) LOS are a key business driver and influence all asset management decisions. LOS statements describe the outputs Halton intends to deliver to its residents and commonly relate to service attributes such as quality, capacity, reliability, responsiveness, sustainability, timeliness, accessibility and cost. Halton s customer LOS will be highlighted for each service area in the coming subsections. It should be noted that each service area also has technical and legislated LOS that are specific to the type and nature of the program infrastructure. PW meets or exceeds legislated and technical LOS for each of the service areas. This includes meeting maintenance standards for the roadway and bridge structures, the Safe Drinking Water Act, 2002, Environmental Protection Act and Ontario Water Resources Act for wastewater, and Ministry of the Environment (MOE) legislated requirements for open landfills. The PW Department is committed to excellence in public service through: engaged employees, visionary leadership, excellent customer service, community trust, and continuous improvements. The Building a Better Halton infrastructure communications strategy was launched to promote two-way communication between Halton Region and the community. The strategy includes a dedicated look, construction signage, webbased information at and consistent, frequent information updates to residents. Feedback gathered from residents is used to continuously evaluate the LOS. 4.1 Defined Levels of Service LOS for the PW department are based on the following: technical requirements legislated requirements customer requirements Transportation The Region s Official Plan, through Section 173(19) of ROPA 38, requires staff to monitor the overall performance of Halton s Transportation System and to report annually to Council through Halton Region Asset Management Plan

2 the Transportation Services Progress Report P13 on the Region s activities relating to the planning, design, construction, operation and maintenance of the Region s transportation system. Key system performance indicators provided in the report enable the overall state of the Regional road system to be tracked and measured over time. Annual programs are undertaken to ensure that regional roads are operating in the safest and most efficient way possible, and that the service life of infrastructure is optimized. The following detailed LOS are defined for the Transportation Division. a) Technical LOS Road Capacity The need for additional road capacity is determined by comparing the evening (PM) peak-hour traffic volume at the screenline level versus the available capacity. Capacity deficiencies are determined based on achieving a target through the volume/capacity (v/c) ratio. At a v/c ratio of 0.90, the transportation network crossing the screenline is operating at 90 per cent of its functional capacity. For screenlines that exceed a v/c ratio of 0.90, the construction of additional lanes is considered to provide sufficient additional capacity to return the screenline to 90 per cent of its capacity. The current Transportation Master Plan (2031) The Road to Change used this methodology to determine the preferred roadway solutions to accommodate travel demand growth in the Region to 2031 as outlined in Section 5 of the report P14. (ii) Pavement Management The pavement condition within the Regional road system is monitored through Pavement Management Data Collection and Review performed on a three-year cycle. The pavement data is used to measure how well the road network is performing through Pavement Condition Indices (Surface Distress, Ride Comfort and Pavement Quality). The monitoring program provides consistent and accurate condition information that allows for timely and optimized preservation, upgrading and replacement of pavement infrastructure. The objective is to maintain an overall network average PQI at a level of 7 out of 10 or good. (iii) Road Needs Study The Road Needs Study is prepared annually to provide an overview of the condition of the road sections comprising the Regional network, and uses the Ministry of Transportation Inventory Manual for Municipal Roads methodology to consider factors such as capacity, geometry, surface width, surface type, structural adequacy, and drainage. Refer to Appendix PW9 for a roadway appraisal sheet. Halton Region Asset Management Plan

3 The scoring from the study provides overall system adequacy and time of need per road section, which is used to evaluate the adequacy of the entire network P15. The objective is to maintain overall road system adequacy of 75 per cent as a minimum based on lane kilometres. (iv) PW 2013 Infrastructure Condition Report Card The first PW infrastructure condition report card on the state of infrastructure in Transportation and PW as a whole was presented to Council through Report PW and reflected 2010 data. The report has been updated to reflect 2013 data and the intent is to update it every 3 years. This report identified areas requiring further investigation to improve service levels. The 2013 report card is included in Section 3.4 of this document. b) Legislated LOS Road Maintenance Halton Region has adopted a Road Maintenance LOS P16 that defines the activities to be carried out as part of the maintenance of the Region s road infrastructure to ensure safety, preservation and quality of life, and establishes the timeframes within which those activities will be completed. The Road Maintenance LOS meets the Ontario Regulation 239/02 Minimum Standards for Municipal Highways (MMSMH) P17. Regional road maintenance in Halton is primarily performed through maintenance agreements with the Region s lower-tier municipalities to performance standards outlined in the Contractors Maintenance Services document. (ii) Bridges and Major Structures Biannual structure inspections are performed on all bridges and major structures in accordance with Ontario Regulation 104/97 Standards for Bridges P18 to ensure structures are kept safe and in good repair. Refer to Appendix PW10 for a structure inspection form. c) Customer LOS Council Directives based on Citizens Priorities Work to respond to technical and legislated levels of service is supplemented by priority projects and activities identified by Regional Council based on the Citizens Priorities Action Plan. Halton Region Asset Management Plan

4 Water The following detailed LOS are defined for the Water Division. a) Technical LOS The Sustainable Halton Water and Wastewater Master Plan Section 6 P19 (SHMP) This is a planning document which follows the Municipal Class Environmental Assessment process. At five-year intervals, the Master Plan identifies system capacities and compares them to projected needs for a specified planning horizon. In addition, it identifies target pressures, unit demand rates, peaking factors, minimum fire flows, storage requirements and production and pumping rates for water which are used to establish a list of growth-related capital projects that are required to deliver the future service needs. (Appendix 1.5 Policy Paper of the SHMP includes a number of statements related to the provision of water services and the implications of each statement as it relates to the design of the system. The Design Criteria, Appendix 1.6 of the SHMP provides an executive summary of the design criteria as well as additional context). (ii) Condition Assessment Reports Consulting firms are retained by Halton Region to assess the condition of the water treatment plants, reservoirs, booster stations and municipal wells. The assessments typically include structural, process, building, HVAC, and site reviews. The reports will recommend maintenance or capital projects with timing and cost estimates and these assessments are typically performed every five years. (iii) Halton Design Criteria Technical criteria and design standards for the provision of water services (pressures, quantities, fire flows, sizing materials, etc.). This criteria aligns with the MOE Design Guidelines for Drinking Water Systems, (iv) Capital Budget Targets Identify work required to maintain infrastructure in a state of good repair. Capital budget requirements are gathered through annual review of fire flow test break Halton Region Asset Management Plan

5 records and other performance indicators, along with capital need assessment study findings. This results in the creation of projects for placement in the annual Capital Budget. (v) Preventative Maintenance Program Program to inspect, maintain and identify needs for asset maintenance, renewal or replacement prior to actual failure. This method ensures water quality is maintained and proactively identifies potential problems in the existing system. For example, watermain flushing ensures water quality within the system by monitoring residuals and proactively refreshing water and removing sediment. The program includes but is not limited to the following: valve preventative maintenance hydrant preventative maintenance watermain flushing program watermain swabbing program leak detection program (vi) Water Efficiency Program Program in the community to promote the reduction of water use through education and the use of water efficient fixtures. The program includes but is not limited to the following: Toilet Rebate Program Outdoor Water Use education Indoor Water Efficiency Household Guide to Water Efficiency Rain Barrel Sales (v) PW 2013 Infrastructure Condition Report Card (Refer to Transportation subsection.) b) Legislated LOS Source Water Protection, Clean Water Act Ontario's Clean Water Act helps to protect drinking water from source to tap with a Halton Region Asset Management Plan

6 multi-barrier approach that stops contaminants from entering sources of municipal drinking water - lakes, rivers and aquifers. Ontario's Clean Water Act: requires that local residents, businesses and municipalities - through local Source Protection Committees - assess existing and potential threats to their municipal water sources, and that they set out and implement the actions needed to reduce or eliminate these threats empowers communities to take action to prevent threats from becoming significant requires public participation on every local source protection plan - the planning process for source protection is open to anyone in the community requires that all plans and actions are based on sound science. (ii) Safe Water Drinking Act, 2002 The purpose of the Safe Drinking Water Act is to protect human health through the control and regulation of drinking-water systems and drinking-water testing. Building on existing policy and practice in Ontario's treatment and distribution of drinking water, the Safe Drinking Water Act requires that all municipal drinking water systems obtain an approval from the Director of the Ministry of the Environment in order to operate. Operators are required to be trained and certified to provincial standards. The act also provides legally binding standards for testing of drinking water and requires that testing be done in licensed and accredited laboratories. (iii) Municipal Drinking Water License To be a water purveyor, a provincial licence is required under the municipal drinking water licensing program. The licensing program replaced the Certificates of Approval program for municipal residential drinking water systems. In order to receive a Municipal Drinking Water License from the province, a municipality must have the following in place. Drinking Water Works Permit Permit to Take Water Approved Operational Plan Be an Accredited Operating Authority Financial Plan Halton Region Asset Management Plan

7 All of Halton s municipal water systems are fully licensed under the MOE. The licenses detail how to operate each water system including general conditions and rated capacity. The drinking water works permit lists system components, details how modifications can be made to the system, and details system-specific conditions. These documents must be renewed on a five-year cycle and are amended from time to time, as required, mainly due to significant system alterations or new conditions. (iv) Drinking Water Systems Flow Summary Report A summary of flows and description of any failures to meet requirements of the act or regulations. Also identifies a summary of Provincial legislation significant to water operations and lists annual reports required by legislation or regulation. (v) Annual Water Quality Report Includes water quality test results along with corrective action for adverse test results. (vi) Drinking Water Quality Management Systems (DWQMS) DWQMS is a repository of information for Halton s drinking water system and all related business processes. It contains all PW procedures, policies, manuals, instructions, specifications and forms related to operation of the water infrastructure. It also contains the Operational Plan as required by the Drinking Water Licence. c) Customer LOS Council Directives based on Citizens Priorities (Refer to Transporation subsection) Wastewater The following detailed LOS are defined for the Wastewater Division. a) Technical LOS The Sustainable Halton Water and Wastewater Master Plan Section 6 P19 (SHMP) Identifies target pressures, unit demand rates, peaking factors, existing and future pumping rates for wastewater which are used to establish lists of growth- Halton Region Asset Management Plan

8 related projects. The new flows are modeled and existing capacity is reviewed. For wastewater linear assets, if the projected flow of a sewer is greater than 85 per cent (industry practice); the sewer main will be identified for upsizing. (Also see the Water subsection). (ii) Condition Assessment Reports Consulting firms are retained by Halton Region to assess the condition of the wastewater treatment plants and pumping stations. The assessments typically include structural, process, building, HVAC, and site reviews. The reports will recommend maintenance or capital projects with timing and cost estimates and these assessments are typically performed every five years. (iii) CCTV Inspection of Linear Assets Halton Region has a CCTV inspection program for mainline sewers that assesses the condition and scores each asset. In October 2013, Halton transferred over to the new Pipeline Assessment and Certification Program (PACP) industry coding standards, which generate a score between 1 and 5, where 1 is considered new and 5 indicates that work is required for a sewer right away. If a main has a high score of 3 or 4, a project is identified to replace the sewer in the 10-year Capital Budget. If a sewer scores a 5 or is found to be in need of immediate replacement, the main is fixed through the spot repair program. Currently, the wastewater mains in Halton Region are inspected on a cycle of one in every 20 years. (iv) Manhole Inspection Program An outside consultant is hired to perform a condition assessment on a predetermined number of manholes. All manholes are inspected and scored based on Manhole Assessment and Certification Program (MACP) industry standards. Any manholes identified with deficiencies are repaired or replaced as needed. All manholes that score a MACP score of 5 (worst rating) are addressed immediately. (v) Preventative Maintenance Program The Preventative Maintenance Program is performed as recommended by the original equipment manufacturer (OEM). (vi) Annual Maintenance Flushing Program Halton s standards require plastic pipes to be flushed every four years and non-plastic pipes every two years. Halton Region Asset Management Plan

9 (vii) (viii) (ix) Flushing of Identified Linear Trouble Sections Halton has a two-month and a six-month flushing program for identified trouble sections of sewers within the collection system. The flushing removes debris, grit, grease and other items to ensure the sewer main capacity isn t compromised. Capital Budget Targets (Refer to Water subsection.) PW 2013 Infrastructure Condition Report Card (Refer to Transportation subsection.) b) Legislated LOS Environmental Compliance Approvals (ECAs) Include regulations mandated by the MOE on emission levels of air and discharges from wastewater treatment facilitates. The list of effluent parameters, along with compliance limits, performance objectives, monitoring and reporting requirements, are all detailed in the ECA for each treatment plant. (ii) Preventative Maintenance Program Inspection, testing and calibration of electrical, mechanical, instrumentation, and control equipment is performed and documented by fully-trained and qualified technicians. c) Customer LOS Council Directives based on Citizens Priorities (Refer to Transporation subsection) Waste Management The following detailed LOS are defined for the Waste Management Division. a) Technical LOS Waste Diversion Halton has implemented an increase in diversion from the Halton Waste Management Site as per the Solid Waste Management Strategy, staff report PW Halton Region Asset Management Plan

10 The current target is 65 per cent diversion by 2016 through a number of programs. Most diversion programs will extend the service life of the asset. (ii) PW 2013 Infrastructure Condition Report Card (Refer to Transportation subsection.) b) Legislated LOS Certificate of Approval Desired LOS are prescribed to meet or exceed the Certificate of Approval from the MOE. The Region typically exceeds these requirements. c) Customer LOS Council Directives based on Citizens Priorities (Refer to Transporation subsection) 4.2 External Trends and Issues External trends and issues affecting expected LOS or the Region s ability to meet the desired LOS include the following. Transportation Ontario Regulation 413/12 under the Accessibility for Ontarians with Disabilities (AODA) Act, 2005 P20 The Big Move P21, Metrolinx, The Regional Transportation Plan Region s Official Plan (ROPA38) P22 Provincial legislation such as Places to Grow Act, 2005 and the Greenbelt Plan. Population and employment forecasts which will impact infrastructure use. Minimum Maintenance Standards Regulation 239/02. Water Sustainable Halton Water and Wastewater Master Plan including factors such as climate change, growth and regulatory changes. DWQMS P23 Source Water Protection Act Local municipal bylaws Halton Region Asset Management Plan

11 External funding available which may affect the projects undertaken. LOS may be affected if the rate of aging infrastructure is higher than the rehabilitation and replacement program funding available. Infrastructure failing prematurely due to environmental factors and construction practices requiring repair or replacement much earlier than the expected life of the asset. Water use patterns such as conservation which negatively affect rate revenue. Population forecasts which will impact asset use Provincial legislation such as Places to Grow Act, Wastewater Sustainable Halton Water and Wastewater Master Plan including factors such as growth and regulatory changes. Changing regulations governing wastewater such as Wastewater Systems Effluent Regulations (WSER) and local municipal bylaws Climate change; changing storm events and patterns. Higher frequency storms occurring more regularly impact the increased inflow and infiltration (I/I) entering the collection system. External funding available which may affect the projects undertaken. LOS may be affected if the rate of aging infrastructure is higher than the rehabilitation and replacement program funding available. Infrastructure failing prematurely due to environmental factors construction practices thus requiring repair or replacement much earlier than the expected life of the asset. Water use patterns such as conservation which negatively affect rate revenue. Low-flush toilets and other water conservation fixtures are impacting the wastewater treatment plants as wastewater entering the plants is more concentrated. Population forecasts which will impact asset use. Provincial legislation such as Places to Grow Act, Waste Management Expected population growth projections to 2045 which may impact future diversion targets. Public demand for diversion programs which may extend the useful life of the landfill. Landfill disposal public concerns. Changes in Provincial legislation o Landfill standards o Waste Diversion Act Halton Region Asset Management Plan

12 4.3 Performance Measurement This section explains how PW tracks current performance of assets relative to expected targets. Transportation The Transportation division tracks current performance of assets using the following measures. Pavement Quality Index (PQI) - Pavement Management System [Road Matrix] Bridge Condition Index (BCI) Structures Inventory Road Needs Study (System Adequacy) Performance Management Programs a) Average BCI (Bridge and Culvert condition assessed as good to very good) b) Municipal Performance Management Program (MPMP) which includes provincewide efficiency and effectiveness metrics and reporting to promote transparency and accountability related to municipal service levels. P24 (Bridge and Culvert condition assessed as good to very good and Pavement Condition where it is assessed as good to very good.) PW 2013 Infrastructure Condition Report Card (refer to Section 3.4 for the most recent report). Water The Water division tracks asset performance using the following measures. Drinking Water Systems Flow P23 Summary Report provides a summary of flows and descriptions of any failures to meet requirements of the Safe Drinking Water Act, 2002 or other regulations. Annual Water Quality Report gives water quality test results along with corrective action for adverse test results. Permit to Take Water Annual Report gives conditions set out in individual permits to take water. Participation in the National Water and Wastewater Benchmarking Initiative P25. Municipal Performance Measurement Program (MPMP) which includes province-wide efficiency and effectiveness metrics and reporting to promote transparency and accountability related to municipal service levels. Annual review of fire flow tests and watermain break records results in the creation of projects for placement in the annual Capital Budget. In general, watermains having history of multiple breaks and/or substandard fire flow test results (in comparison to the needs of adjacent land uses) are considered as candidates for creation of capital projects. Halton Region Asset Management Plan

13 PW 2013 Infrastructure Condition Report Card (refer to Section 3.4 for the most recent report). Condition assessment of water infrastructure. Wastewater The Wastewater division tracks asset performance using the following measures. Wastewater Systems Effluent Regulation (WSER, 2012), established National Performance Standards for deleterious substances (Total Suspended Solids-TSS, carbonaceous Biochemical Oxygen Demand-cBOD and unionized ammonia). Halton s wastewater treatment program met or bettered the National Performance Standards (Q1 & Q2, 2014), refer to Appendix PW11 for a sample report. Wastewater System Performance Report. An annual report and appendices for each wastewater treatment plant in Halton. It provides a summary of the wastewater treatment system, ensures that Halton is meeting regulatory requirements for testing and includes analytical, plant flow, bypass, operational and biosolids data. MOE F-Series Guidelines (Containment and Treatment). Despite the hydraulic challenges caused by extraneous stormwater, Halton continues to provide legislated level (1) of treatment or higher to the significant majority of the wastewater volume generated. Refer to Appendix PW12 for a sample report. Municipal Performance Measurement Program (MPMP) which includes province-wide efficiency and effectiveness metrics and reporting to promote transparency and accountability related to municipal service levels. Participation in the National Water and Wastewater Benchmarking Initiative. PW 2013 Infrastructure Condition Report Card (refer to Section 3.4 for the most recent report). Waste Management The Waste Management division tracks asset performance using the following measures. Maintenance records which are an appropriate indicator of infrastructure performance. Municipal Performance Measurement Program (MPMP) which includes province-wide efficiency and effectiveness metrics and reporting to promote transparency and accountability related to municipal service levels. PW 2013 Infrastructure Condition Report Card (refer to Section 3.4 for the most recent report). Halton Region Asset Management Plan