The City of Kenora completed a comprehensive service delivery review of specific City services to evaluate how these services are delivered. Opportunities to strengthen service delivery have been identified in the Service Delivery Review report.
Overarching recommendations
Update or develop process documentation
There are opportunities across services to conduct process reviews and capture process and procedure related documentation to find efficiencies.
Define and systematically track key performance indicators
Some key performance indicators/metrics exist today; however, there is an opportunity to expand and formally document these (such as tracking user satisfaction regularly) to inform evidence-based decision making.
Enhance use of technology
The City has begun to invest in several technological solutions. There are opportunities to expand on these to enhance integration across departments and reduce manual processes wherever possible.
Implementation considerations
An implementation plan with 35 recommendations, including the three overarching recommendations, is included in the final report. The timeline for each consideration is prioritized on financial impact, ease of implementation, and staff capacity. View the final recommendations in the executive summary report.
Services reviewed
- Customer service
- Conventional transit
- Docking
- Museum
- Recreational services
- Building permits
- Economic development
- Land Use planning
- Asset management
- Recycling
- Resource sharing
- Staff shift assignment
- Water delivery
City-wide themes
The following six themes were identified across the departments interviewed and services reviewed:
- Improvements in City-wide communication
- Engaged community
- Gaps in retaining institutional knowledge
- Undefined performance measurement
- Unclear service level expectations
- Capacity constraints
Project funding
The Service Delivery Review project was fully funded by the Municipal Modernization Program through Ontario's Ministry of Municipal Affairs and Housing.
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