MOMENTUM raquoREPORT

2012 - 2014

WHAT IS A MOMENTUM REPORT This report provides a snapshot and summary of some of the projects initiatives and goals the City of Waterloo is embarking upon over the next three years illustrating some of the ldquomomentumrdquo the corporation has built up that will carry us forward

As you read through the Momentum Report you will note that each department through its past achievements and future goals strives to reflect the cityrsquos mission statement in every task priding ourselves ldquohellipin providing needed and valued services that help build the best quality of life possible for all of our citizensrdquo

As we move forward there will be some challenges that we face both as a corporation and a community but we also know that we have great momentum behind us to carry us successfully through the next three years

For more details on each department and division please visit the cityrsquos website at wwwwaterlooca

WHAT IS A MOMENTUM REPORT This report provides a snapshot and summary of some of the projects initiatives and goals the City of Waterloo is embarking upon over the next three years illustrating some of the ldquomomentumrdquo the corporation has built up that will carry us forward

As you read through the Momentum Report you will note that each department through its past achievements and future goals strives to reflect the cityrsquos mission statement in every task priding ourselves ldquohellipin providing needed and valued services that help build the best quality of life possible for all of our citizensrdquo

As we move forward there will be some challenges that we face both as a corporation and a community but we also know that we have great momentum behind us to carry us successfully through the next three years

For more details on each department and division please visit the cityrsquos website at wwwwaterlooca

On behalf of the Corporation of the City of Waterloo we are proud to present our 2012-2014 Momentum Report As a city we know there are challenges ahead but as you can see in this report there is plenty of momentum to carry us successfully into the future ndash Tim Anderson CAO

THE 2011-2014 CITy Of WATERlOO STRATEgIC PlAN The guiding docuMenT behind The ciTyrsquos ldquoMoMenTuMrdquo The 2011-2014 city of Waterloo strategic Plan is the document that will guide the city over the next three years and beyond It acts as a road map that will continue to carry us forward as we strive to make Waterloo an even better place to live work and play

The strategic Plan document contains thousands of voices ideas and comments collected from the community through face-to-face workshops online surveys committee meetings and comment cards

The feedback collected helped define the six strategic pillars of the Strategic Plan which provides the future direction and areas of focus to help move our city forward

Within the Momentum Report each of the six strategic pillars are reflected in the direction of each initiative acting as a compass to move the project ahead

The strategic Plan is based on these six strategic pillars

bull Sustainability and our living environment

bull Public engagement

bull Healthy and safe community

bull Vibrant neighbourhoods

bull Getting around

bull Economic vitality

These pillars along with the strategic objectives that have been identified with each pillar will guide the direction of our City for the next three years and ensure that our momentum continues

For more details and updates on the 2011-2014 city of Waterloo strategic Plan please visit wwwmyfuturewaterlooca

THE 2011-2014 CITy Of WATERlOO STRATEgIC PlAN The guiding docuMenT behind The ciTyrsquos ldquoMoMenTuMrdquo The 2011-2014 city of Waterloo strategic Plan is the document that will guide the city over the next three years and beyond It acts as a road map that will continue to carry us forward as we strive to make Waterloo an even better place to live work and play

The strategic Plan document contains thousands of voices ideas and comments collected from the community through face-to-face workshops online surveys committee meetings and comment cards

The feedback collected helped define the six strategic pillars of the Strategic Plan which provides the future direction and areas of focus to help move our city forward

Within the Momentum Report each of the six strategic pillars are reflected in the direction of each initiative acting as a compass to move the project ahead

The strategic Plan is based on these six strategic pillars

bull Sustainability and our living environment

bull Public engagement

bull Healthy and safe community

bull Vibrant neighbourhoods

bull Getting around

bull Economic vitality

These pillars along with the strategic objectives that have been identified with each pillar will guide the direction of our City for the next three years and ensure that our momentum continues

For more details and updates on the 2011-2014 city of Waterloo strategic Plan please visit wwwmyfuturewaterlooca

Within the Momentum Report each of the six strategic pillars are reflected in the direction of each initiative acting as a compass to move the project ahead

The strategic Plan is based on these six strategic pillars

bull Sustainability and our living environment

bull Public engagement

bull Healthy and safe community

bull Vibrant neighbourhoods

bull Getting around

bull Economic vitality

These pillars along with the strategic objectives that have been identified with each pillar will guide the direction of our City for the next three years and ensure that our momentum continues

For more details and updates on the 2011-2014 city of Waterloo strategic Plan please visit wwwmyfuturewaterlooca

CAOrsquoS OffICE The office of the CAO is responsible for the strategic leadership of the corporation while working to strengthen its relationship with the community The CAOrsquos office provides leadership and strategic advice to Council and works to create a framework through which the organization can thrive and meet Councilrsquos strategic goals and vision

ouR Mission Waterloo is a better place to work live and play than ever A green vision strong educational ties and booming workforce make us all proud to call Waterloo home The Corporation of the City of Waterloo is a dedicated team of volunteers staff and elected officials who apply leadership enthusiasm skill and integrity in providing needed and valued services that help build the best quality of life possible for all of our citizens

ouR goAL To foster a continuous improvement philosophy within our organization and support Council in building a better community A progressive organization built on principles which anticipate and satisfy the requirements of our customers and citizens achieved through a team of committed highly skilled and valued people

ouR chALLenges Shifting the culture of the City to a lsquosustainablersquo model in the implementation of all of our various departmentsaddressing our infrastructure deficit in areas that we know are designated as growth areasadapting our policies and processes to address the rapid pace of redevelopmentemerging technologies and changing social issuesproviding increased levels of servicewhile recognizing a desire to maintain taxes at reasonable levelsdeveloping and nurturing partnershipsimplementing rapid transit and intensifying development

CAOrsquoS OffICE

coRPoRATe coMMunicATions ouR goAL To provide information to our residents and employees in order to inform them about their municipal government its services and the value that they receive for their tax dollars inspire them to help the City realize its vision and ensure that they are aware of all the ways that they can become active and engaged in their city

ouR AchieveMenTs bull Introduction of a social media strategy has provided a fast efficient and additional way to communicate with residents and businesses

bull Implementation of a media-monitoring program has allowed Council and senior management to stay informed on issues and to react more proactively

bull Development of a formal work plan has allowed Communications to prioritize align resources and find many efficienices

bull Establishing dedicated Communications Specialist to each department has allowed the team to proactively respond to issues and learn the challenges within each area

bull Moving team together in one location has improved communication among all members and streamlined teamrsquos ability to respond quickly on issues and tactics

bull Teamrsquos new location provides proximity to IMTS CAOrsquos office and Mayorrsquos office - which has enhanced relationship building with these key work groups while enabling faster communication and reaction to issues

ouR Future goALs incLude A better informed and engaged community by bull Enhanced strategic issues management

bull Proactive strategic communication planningleadership for key projects

bull More citizen engagement opportunities

bull Improved and enhanced website and social media channels

bull Distribution of community reports

bull Delivery of effective town hall meetings

A better informed and engaged employee base by bull Development of an internal communications strategy

bull Development of an intranet strategy

bull Implementation of measurement for communications strategies

bull Delivery of effective internal communications

bull Launch of corporate identity standards for the corporation

bull Report on projects to inform and engage employees

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT(CCRS) CCRS provides programs and services that contribute to a sense of community and improved quality of life for Waterloo residents and visitors through access to arts culture and heritage programs and services access to cemetery recreational facility space and programs that promote active and healthy lifestyles

ouR Mission To improve the quality of life for residents and visitors by providing enriching cultural recreational and leisure opportunities in conjunction with community partners and volunteers

ouR goAL To improve the quality of life for residents and visitors by ensuring a comprehensive array of quality programs services and facilities is available at a reasonable cost

ouR chALLenges Sustainability over course of the budget binding agreements compliance to changing legislation succession planning and training and evolving customer expectations

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

sTRATegic PLAnning PRoMoTion And PeRFoRMAnce division ouR goAL To support the departmentrsquos strategic objectives and priorities by ensuring all policy business planning promotion and support services are provided in advance of department divisional and community needs

ouR AchieveMenTs bull Consolidated policy research and project management into one division for overall cohesive and supportive work program for department success

bull Consolidated work for corporate reporting into one division provides oversight and review opportunity that has departmentrsquos interests at heart

bull CCRS Service Delivery Policy provides clear direction for overall delivery of department services sets priorities and provides overall guidelines

bull Implemented online Program and Activity Guide that uses flip-page technology to reduce print quantities and cost

bull Initiated development of a policy manual for the City of Waterloo Museum Once completed it will support the operation of the museum and enhance our ability to seek external funding

ouR Future goALs incLude bull Space allocation policy and implementation

bull Initiate a comprehensive training program for CCRS supervisors

bull Development of a Neighbourhood Engagement Strategy

bull Develop a long-term Cultural Plan

bull Phased design and development of libraryYMCA sports fields

bull Biometric (finger print) scanning implementation at some facilities

bull Implement the Action Skate Park facility strategy

bull WebSocial Media Strategy for CCRS

bull Implement an Older Adult Services Strategy

bull Hire intern position for sales and sponsorship

bull Increase the number of revenue streams

bull Build and increase methods of interacting with clients

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

coMMuniTy amp cuLTuRAL seRvices division ouR goAL To ensure that the citizens of the City of Waterloo have the opportunity to access a wide variety of recreation leisure activities programs and services

ouR AchieveMenTs bull New Intake business practices designed in the Fee Assistance Leisure Access Program

bull Aligning City of Waterloo grants under one department

bull Continued review of grants for efficiencies

bull Reorganization of adult programs and staffing resources

bull Development of work plan efficiencies with other provincially funded programs

bull Initiated development of ldquoCCRS Event Permitrdquo process to allow congruency and compliance between outdoor festivalseventsprograms and the Noise Bylaw

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

CAOrsquoS OffICE

coRPoRATe coMMunicATions ouR goAL To provide information to our residents and employees in order to inform them about their municipal government its services and the value that they receive for their tax dollars inspire them to help the City realize its vision and ensure that they are aware of all the ways that they can become active and engaged in their city

ouR AchieveMenTs bull Introduction of a social media strategy has provided a fast efficient and additional way to communicate with residents and businesses

bull Implementation of a media-monitoring program has allowed Council and senior management to stay informed on issues and to react more proactively

bull Development of a formal work plan has allowed Communications to prioritize align resources and find many efficienices

bull Establishing dedicated Communications Specialist to each department has allowed the team to proactively respond to issues and learn the challenges within each area

bull Moving team together in one location has improved communication among all members and streamlined teamrsquos ability to respond quickly on issues and tactics

bull Teamrsquos new location provides proximity to IMTS CAOrsquos office and Mayorrsquos office - which has enhanced relationship building with these key work groups while enabling faster communication and reaction to issues

ouR Future goALs incLude A better informed and engaged community by bull Enhanced strategic issues management

bull Proactive strategic communication planningleadership for key projects

bull More citizen engagement opportunities

bull Improved and enhanced website and social media channels

bull Distribution of community reports

bull Delivery of effective town hall meetings

A better informed and engaged employee base by bull Development of an internal communications strategy

bull Development of an intranet strategy

bull Implementation of measurement for communications strategies

bull Delivery of effective internal communications

bull Launch of corporate identity standards for the corporation

bull Report on projects to inform and engage employees

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT(CCRS) CCRS provides programs and services that contribute to a sense of community and improved quality of life for Waterloo residents and visitors through access to arts culture and heritage programs and services access to cemetery recreational facility space and programs that promote active and healthy lifestyles

ouR Mission To improve the quality of life for residents and visitors by providing enriching cultural recreational and leisure opportunities in conjunction with community partners and volunteers

ouR goAL To improve the quality of life for residents and visitors by ensuring a comprehensive array of quality programs services and facilities is available at a reasonable cost

ouR chALLenges Sustainability over course of the budget binding agreements compliance to changing legislation succession planning and training and evolving customer expectations

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

sTRATegic PLAnning PRoMoTion And PeRFoRMAnce division ouR goAL To support the departmentrsquos strategic objectives and priorities by ensuring all policy business planning promotion and support services are provided in advance of department divisional and community needs

ouR AchieveMenTs bull Consolidated policy research and project management into one division for overall cohesive and supportive work program for department success

bull Consolidated work for corporate reporting into one division provides oversight and review opportunity that has departmentrsquos interests at heart

bull CCRS Service Delivery Policy provides clear direction for overall delivery of department services sets priorities and provides overall guidelines

bull Implemented online Program and Activity Guide that uses flip-page technology to reduce print quantities and cost

bull Initiated development of a policy manual for the City of Waterloo Museum Once completed it will support the operation of the museum and enhance our ability to seek external funding

ouR Future goALs incLude bull Space allocation policy and implementation

bull Initiate a comprehensive training program for CCRS supervisors

bull Development of a Neighbourhood Engagement Strategy

bull Develop a long-term Cultural Plan

bull Phased design and development of libraryYMCA sports fields

bull Biometric (finger print) scanning implementation at some facilities

bull Implement the Action Skate Park facility strategy

bull WebSocial Media Strategy for CCRS

bull Implement an Older Adult Services Strategy

bull Hire intern position for sales and sponsorship

bull Increase the number of revenue streams

bull Build and increase methods of interacting with clients

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

coMMuniTy amp cuLTuRAL seRvices division ouR goAL To ensure that the citizens of the City of Waterloo have the opportunity to access a wide variety of recreation leisure activities programs and services

ouR AchieveMenTs bull New Intake business practices designed in the Fee Assistance Leisure Access Program

bull Aligning City of Waterloo grants under one department

bull Continued review of grants for efficiencies

bull Reorganization of adult programs and staffing resources

bull Development of work plan efficiencies with other provincially funded programs

bull Initiated development of ldquoCCRS Event Permitrdquo process to allow congruency and compliance between outdoor festivalseventsprograms and the Noise Bylaw

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude A better informed and engaged community by bull Enhanced strategic issues management

bull Proactive strategic communication planningleadership for key projects

bull More citizen engagement opportunities

bull Improved and enhanced website and social media channels

bull Distribution of community reports

bull Delivery of effective town hall meetings

A better informed and engaged employee base by bull Development of an internal communications strategy

bull Development of an intranet strategy

bull Implementation of measurement for communications strategies

bull Delivery of effective internal communications

bull Launch of corporate identity standards for the corporation

bull Report on projects to inform and engage employees

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT(CCRS) CCRS provides programs and services that contribute to a sense of community and improved quality of life for Waterloo residents and visitors through access to arts culture and heritage programs and services access to cemetery recreational facility space and programs that promote active and healthy lifestyles

ouR Mission To improve the quality of life for residents and visitors by providing enriching cultural recreational and leisure opportunities in conjunction with community partners and volunteers

ouR goAL To improve the quality of life for residents and visitors by ensuring a comprehensive array of quality programs services and facilities is available at a reasonable cost

ouR chALLenges Sustainability over course of the budget binding agreements compliance to changing legislation succession planning and training and evolving customer expectations

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

sTRATegic PLAnning PRoMoTion And PeRFoRMAnce division ouR goAL To support the departmentrsquos strategic objectives and priorities by ensuring all policy business planning promotion and support services are provided in advance of department divisional and community needs

ouR AchieveMenTs bull Consolidated policy research and project management into one division for overall cohesive and supportive work program for department success

bull Consolidated work for corporate reporting into one division provides oversight and review opportunity that has departmentrsquos interests at heart

bull CCRS Service Delivery Policy provides clear direction for overall delivery of department services sets priorities and provides overall guidelines

bull Implemented online Program and Activity Guide that uses flip-page technology to reduce print quantities and cost

bull Initiated development of a policy manual for the City of Waterloo Museum Once completed it will support the operation of the museum and enhance our ability to seek external funding

ouR Future goALs incLude bull Space allocation policy and implementation

bull Initiate a comprehensive training program for CCRS supervisors

bull Development of a Neighbourhood Engagement Strategy

bull Develop a long-term Cultural Plan

bull Phased design and development of libraryYMCA sports fields

bull Biometric (finger print) scanning implementation at some facilities

bull Implement the Action Skate Park facility strategy

bull WebSocial Media Strategy for CCRS

bull Implement an Older Adult Services Strategy

bull Hire intern position for sales and sponsorship

bull Increase the number of revenue streams

bull Build and increase methods of interacting with clients

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

coMMuniTy amp cuLTuRAL seRvices division ouR goAL To ensure that the citizens of the City of Waterloo have the opportunity to access a wide variety of recreation leisure activities programs and services

ouR AchieveMenTs bull New Intake business practices designed in the Fee Assistance Leisure Access Program

bull Aligning City of Waterloo grants under one department

bull Continued review of grants for efficiencies

bull Reorganization of adult programs and staffing resources

bull Development of work plan efficiencies with other provincially funded programs

bull Initiated development of ldquoCCRS Event Permitrdquo process to allow congruency and compliance between outdoor festivalseventsprograms and the Noise Bylaw

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT(CCRS) CCRS provides programs and services that contribute to a sense of community and improved quality of life for Waterloo residents and visitors through access to arts culture and heritage programs and services access to cemetery recreational facility space and programs that promote active and healthy lifestyles

ouR Mission To improve the quality of life for residents and visitors by providing enriching cultural recreational and leisure opportunities in conjunction with community partners and volunteers

ouR goAL To improve the quality of life for residents and visitors by ensuring a comprehensive array of quality programs services and facilities is available at a reasonable cost

ouR chALLenges Sustainability over course of the budget binding agreements compliance to changing legislation succession planning and training and evolving customer expectations

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

sTRATegic PLAnning PRoMoTion And PeRFoRMAnce division ouR goAL To support the departmentrsquos strategic objectives and priorities by ensuring all policy business planning promotion and support services are provided in advance of department divisional and community needs

ouR AchieveMenTs bull Consolidated policy research and project management into one division for overall cohesive and supportive work program for department success

bull Consolidated work for corporate reporting into one division provides oversight and review opportunity that has departmentrsquos interests at heart

bull CCRS Service Delivery Policy provides clear direction for overall delivery of department services sets priorities and provides overall guidelines

bull Implemented online Program and Activity Guide that uses flip-page technology to reduce print quantities and cost

bull Initiated development of a policy manual for the City of Waterloo Museum Once completed it will support the operation of the museum and enhance our ability to seek external funding

ouR Future goALs incLude bull Space allocation policy and implementation

bull Initiate a comprehensive training program for CCRS supervisors

bull Development of a Neighbourhood Engagement Strategy

bull Develop a long-term Cultural Plan

bull Phased design and development of libraryYMCA sports fields

bull Biometric (finger print) scanning implementation at some facilities

bull Implement the Action Skate Park facility strategy

bull WebSocial Media Strategy for CCRS

bull Implement an Older Adult Services Strategy

bull Hire intern position for sales and sponsorship

bull Increase the number of revenue streams

bull Build and increase methods of interacting with clients

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

coMMuniTy amp cuLTuRAL seRvices division ouR goAL To ensure that the citizens of the City of Waterloo have the opportunity to access a wide variety of recreation leisure activities programs and services

ouR AchieveMenTs bull New Intake business practices designed in the Fee Assistance Leisure Access Program

bull Aligning City of Waterloo grants under one department

bull Continued review of grants for efficiencies

bull Reorganization of adult programs and staffing resources

bull Development of work plan efficiencies with other provincially funded programs

bull Initiated development of ldquoCCRS Event Permitrdquo process to allow congruency and compliance between outdoor festivalseventsprograms and the Noise Bylaw

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

sTRATegic PLAnning PRoMoTion And PeRFoRMAnce division ouR goAL To support the departmentrsquos strategic objectives and priorities by ensuring all policy business planning promotion and support services are provided in advance of department divisional and community needs

ouR AchieveMenTs bull Consolidated policy research and project management into one division for overall cohesive and supportive work program for department success

bull Consolidated work for corporate reporting into one division provides oversight and review opportunity that has departmentrsquos interests at heart

bull CCRS Service Delivery Policy provides clear direction for overall delivery of department services sets priorities and provides overall guidelines

bull Implemented online Program and Activity Guide that uses flip-page technology to reduce print quantities and cost

bull Initiated development of a policy manual for the City of Waterloo Museum Once completed it will support the operation of the museum and enhance our ability to seek external funding

ouR Future goALs incLude bull Space allocation policy and implementation

bull Initiate a comprehensive training program for CCRS supervisors

bull Development of a Neighbourhood Engagement Strategy

bull Develop a long-term Cultural Plan

bull Phased design and development of libraryYMCA sports fields

bull Biometric (finger print) scanning implementation at some facilities

bull Implement the Action Skate Park facility strategy

bull WebSocial Media Strategy for CCRS

bull Implement an Older Adult Services Strategy

bull Hire intern position for sales and sponsorship

bull Increase the number of revenue streams

bull Build and increase methods of interacting with clients

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

coMMuniTy amp cuLTuRAL seRvices division ouR goAL To ensure that the citizens of the City of Waterloo have the opportunity to access a wide variety of recreation leisure activities programs and services

ouR AchieveMenTs bull New Intake business practices designed in the Fee Assistance Leisure Access Program

bull Aligning City of Waterloo grants under one department

bull Continued review of grants for efficiencies

bull Reorganization of adult programs and staffing resources

bull Development of work plan efficiencies with other provincially funded programs

bull Initiated development of ldquoCCRS Event Permitrdquo process to allow congruency and compliance between outdoor festivalseventsprograms and the Noise Bylaw

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Space allocation policy and implementation

bull Initiate a comprehensive training program for CCRS supervisors

bull Development of a Neighbourhood Engagement Strategy

bull Develop a long-term Cultural Plan

bull Phased design and development of libraryYMCA sports fields

bull Biometric (finger print) scanning implementation at some facilities

bull Implement the Action Skate Park facility strategy

bull WebSocial Media Strategy for CCRS

bull Implement an Older Adult Services Strategy

bull Hire intern position for sales and sponsorship

bull Increase the number of revenue streams

bull Build and increase methods of interacting with clients

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

coMMuniTy amp cuLTuRAL seRvices division ouR goAL To ensure that the citizens of the City of Waterloo have the opportunity to access a wide variety of recreation leisure activities programs and services

ouR AchieveMenTs bull New Intake business practices designed in the Fee Assistance Leisure Access Program

bull Aligning City of Waterloo grants under one department

bull Continued review of grants for efficiencies

bull Reorganization of adult programs and staffing resources

bull Development of work plan efficiencies with other provincially funded programs

bull Initiated development of ldquoCCRS Event Permitrdquo process to allow congruency and compliance between outdoor festivalseventsprograms and the Noise Bylaw

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

coMMuniTy amp cuLTuRAL seRvices division ouR goAL To ensure that the citizens of the City of Waterloo have the opportunity to access a wide variety of recreation leisure activities programs and services

ouR AchieveMenTs bull New Intake business practices designed in the Fee Assistance Leisure Access Program

bull Aligning City of Waterloo grants under one department

bull Continued review of grants for efficiencies

bull Reorganization of adult programs and staffing resources

bull Development of work plan efficiencies with other provincially funded programs

bull Initiated development of ldquoCCRS Event Permitrdquo process to allow congruency and compliance between outdoor festivalseventsprograms and the Noise Bylaw

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Initiate development of a Collections Policy Older Adult Strategic Plan

Public Art Master Plan and cultural strategy

bull Development of a partnership with Parkwood Manor for senior programs

bull Develop and expand the role of the private sector for expansion of the public art collection

bull Develop a policy on guiding principles to meet provincial museum standards

bull Board development across all division committees and affiliated groups

bull Implement Affiliation Service Agreement

bull Participate in theVolunteer Engagement Strategy

bull Development of cost recovery charges for replacement of capital items

bull Identify and facilitate training opportunities for affiliated organizations

bull Completion of public art projects

bull Participate in and implement theVolunteer Engagement Strategy

bull Development of a staffing strategy for all areas of CCS

bull Leadership training for all staff

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

COMMUNITY CULTURE AND RECREATION SERVICES DEPARTMENT

RecReATion And FAciLiTy seRvices ouR goAL Recreation and Facility Services will deliver programs and services that align with the Corporate Strategic Plan and the Community Culture and Recreation Services Master Plan and Guiding Principles

Key goals include bull Effective and efficient programs services and operations bull Fiscal responsibility bull Increased communication and engagement of staff bull Customer service excellence

ouR AchieveMenTs bull Customer Service Strategy ndash delivering a consistent model across facilities

bull Operations Strategy ndash cross training to maximize the efficient use of staffing resources

bull Digital signage installationutilization at RIM Park

bull Building maintenance staff re-integration into day-to-day operations of facilities

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Ongoing divisional assistance in the implementation of recommen-

dations associated the community culture and Recreation services Master Plan

bull Cemetery Services - Bechtel Park Master Plan ndash continued implementation of council-approved recommendations

bull Review of operations and aquatics models

bull Ongoing joint service opportunities with the City of Kitchener cemetery division

bull Implementation of Health and Safety and Risk Assessment Audit recommendations

bull Ongoing implementation of ODA requirements for facilities and customer service

bull Continued support of green initiatives within facilities

bull Development and implementation of facility equipment replacement strategies

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

CORPORATE SERVICES DEPARTMENT The Corporate Services department is responsible for the co-ordination and delivery of services by the ClerksCorporate Secretary division Economic Development division Asset Management division Information Management and Technology Services division and Legal Services

ouR Mission To oversee a dedicated team of professional and technical staff that is committed to providing quality customer service to staff as a support function and to the taxpayer and Council who expect timely service

ouR goAL To provide quality services valued by staff and the community in the areas of facility maintenance information technology Council support economic and community information and legal services

ouR chALLenges Budget resources lack of staffing resources and expertise cross-departmental co-ordination on priorities and projects

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

CORPORATE SERVICES DEPARTMENT

CLERKSCORPORATE SECRETARY division ouR goAL ClerksCorporate Secretary will continue to improve upon its solid foundation of customer service excellence for Council the general public and staff This will include the continuation of quick and accurate responses to general questions personalized assistance applying analysis to research and inquiries and brainstorming ideas for improvement of general services

ouR AchieveMenTs committee orientation

bull Resulted in better awareness of the Committee Policy and related policies and by-laws which will reduce staff time responding to questions and issues

bull Provided networking opportunity for Committees

New FOI requestTracking Form bull Will save 2-3 days of work when creating the Annual Report bull Colour-coded requests to ensure the deadlines are met

Records Management bull Working group met to review requirements for annual records management transfer to Service Centre

bull Resulted in a more efficient and successful Records Management

corporate Policy Manual bull Will result in more efficient access to corporate policies with standardized information

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Review of dog licensing program

bull Review of business licensinghome businesses

bull Implementation of new records management systems and processes

bull Review of election process and voting methods

bull Review of agenda and report templates

bull Procedural Bylaw review

bull Review legal invoice approval and process

bull Implement required AODA legislative requirements

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

CORPORATE SERVICES DEPARTMENT

inFoRMATion MAnAgeMenT amp TECHNOLOGY SERVICES (IMTS) ouR goAL To play an active leadership role in delivering comprehensive information and technology-based solutions and services to support the Cityrsquos vision and goals

ouR AchieveMenTs bull Core Switching and network enhancements to increase efficiency

bull Implemented A to Z Service Directory of municipal and regional services on our website as an aid to external customers

bull PC refresh to increase efficiency

econoMic deveLoPMenT division ouR goAL Our goal is to implement the strategic imperatives of the City of Waterloo Strategic Plan Economic Development Strategy and the City-Owned Employment Lands Strategy

ouR AchieveMenTs bull Business Directory ndash now available online searchable and updatable by business ndash co-ordinated regionally

bull Business Calling Program ndash co-ordinated regionally

bull Creative Talent Steering Committee ndash pooled resources regionally

bull Urban Design Video

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude inFoRMATion MAnAgeMenT amp TechnoLogy seRvices bull Possible relocation of server room to third-floor space

bull Implementation of Maximo II and III

bull Completion of corporate website strategy requirements and build

bull Completion of Disaster Recovery Continuity Plan

bull Continue expansion of the underground fibre optic backbone infrastructure

econoMic deveLoPMenT division bull Continued implementation of Economic Development Strategy

bull Implementation of City-Owned Employment Land Strategy

bull Sector collisions between tourism and high-tech industries

bull Continued provision of visitor services

bull Collaborate with other organizations on Talent Strategy and Research

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

CORPORATE SERVICES DEPARTMENT

AsseT MAnAgeMenT division ouR goAL The objective of Asset Management is sustainability ndash environmental financial and social ndash in the face of a changing world It embraces the concepts of life- cycle assessment the valuation and protection of assets and optimized long-term investment decisions

ouR AchieveMenTs bull LEED Silver designation for YMCALibrary facility

bull Installation of new HVAC system in City Hall reduces energy costs

bull Installation of lsquoEco Chillrsquo refrigeration system at Waterloo Memorial Recreation Complex

bull Replacement of boiler systems at Waterloo Memorial Recreation Complex ndash increased efficiency with a reduction in the carbon footprint

bull Completion of various RInC projects

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Completion of implementation of Maximo Phases II

bull Commence implementation of Maximo Phase III

bull Corporate space planning initiatives

bull Implementation of environmental strategies and initiatives

bull Comprehensive plan for life-cycle managment of corporate assets

bull Update asset conditions and facility condition index maintaining VFA

bull Better utilize corporate intranet ndash develop AM online library and services (including digitizing current hard copy data and drawings)

bull Continued project managment of city projects

bull Completion of various land-related activities and transactions

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

YMCASTORK FAMILY LIBRARY

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

DEVELOPMENT SERVICES DEPARTMENT Development Services is responsible for helping ensure that the City is planned developed and constructed in a manner that meets the existing and future goals of our community as well as satisfying legislative requirements associated with our services

ouR Mission As a department we strive to plan build and realize a safe and attractive sustainable community through the combined work of our four divisions

ouR goAL In Development Services our goal is to ensure that our community evolves appropriately for our citizens through professional land use advise to Council

ouR chALLenges Increase resources to provide expected level of services given an ever increasing level of development activity increase training opportunities to reflect changing work managing unanticipated projects

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

DEVELOPMENT SERVICES DEPARTMENT

buiLding sTAndARds division ouR goAL Our goal is to inform and assist our customers to ensure safe and orderly development and to provide efficient delivery of building approvals inspections and management systems

ouR AchieveMenTs bull Minor permits review completed from e-drawings

bull Completion of site plan approval process

bull Projects completed Balsillie School Perimeter Institute and several residential high-rises

DEVELOPMENT SERVICES DEPARTMENT

PoLicy deveLoPMenT division ouR goAL To work with Council and the community to foster a healthy and vibrant place for people to live work do business and play

ouR AchieveMenT bull Significant efforts focused on site plan process review

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude buiLding sTAndARds division Advance the use of technology bull For online permit applications inspection booking bull Paperless permit application

bull Paperless plan examination for small to medium-size projects bull Improve records management from paper based to electronic bull Review of service level and applicable building permit fees bull Establish standard operating procedures to manage our service

level and establish best practice guidelines bull Build strong partnerships with the industry engage them in our process

creating an education program and participating in industry functions

PoLicy deveLoPMenT division bull Develop Official Plan monitoring protocol bull Consider brownfield incentives bull Initiate major transit station area planning bull Complete Northdale Land Use and Community Improvement

Plan study bull Complete North Waterloo District Plan

bull Complete Clean Water Act Implementation with PWS

bull Complete Clair Hills remnant hydro parcels landscaping bull Construct Westvale Park

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

DEVELOPMENT SERVICES DEPARTMENT

deveLoPMenT APPRovALs division ouR goAL To work in partnership with citizens and the development industry to help ensure that our city evolves in the direction that meets existing and future community needs and desires

ouR AchieveMenTs bull Continuous Improvement Zoning bylaw updates are accessible from the web Integrated Development Approvals Process

bull Complete application and preconsultation requirements (Zone change site plan demo control and C of A)

bull Systemization of performance measurement for Committee of Adjustment Site Plan Review Committee Sign Variance Committee

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Implementation of the new Official Plan

bull New zoning bylaw to align with the new Official Plan

Development ProjectsProposals bull Balsillie School of International Affairs complete Phase I

initiate Phase ii

bull BarrelYards implementation

bull RIM East Campus additional phases

bull NCR Master Plan

bull Core Re-urbanization Projects

bull West Side Employment Lands

bull Implementation of West Side Plans of Subdivision

bull OMB Hearings

bull 144 Park St Phase II

committees and customer service bull Continue to provide high quality and timely customer service related to zoning development and committee inquiries

bull New Sign Bylaw implementation

bull AMANDA link to site plan

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

DEVELOPMENT SERVICES DEPARTMENT

engineeRing And consTRucTion division ouR goAL The Engineering and Construction divisionrsquos goal is to work co-operatively with the development industry consultants and the public to promote the construction of new high-quality infrastructure (roads watermains sewers stormwater management)

ouR AchieveMenTs bull Implementing a major Continuous Improvement (CI) project for Site Plan Control

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Implementation of new major subdivision developments (West Side Lands Carriage CrossingWoolwich Estates)

bull Complete policy review for enhanced service delivery and improved efficiencies and incorporate into regular updates of the development Manual

bull Implement enhanced electronic tracking of development approvals leveraging existing technologies within the department using the AMAndA system

bull Initiate review of records management needs and implement necessary changes in conjunction with corporate initiatives

bull Participate in the identification of service capacity issues to identify infrastructure needs for the capital budget

bull Continue to adapt skill sets and core competencies to the ldquonewrdquo development reality in Waterloo which is focused on urban intensification and infill projects

bull Provide engineering review and inspection services for new major site plans in the uptown and other locations

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

FINANCE DEPARTMENT The Finance department supports the organization by assisting Council and the Corporate Management Team in the development of financial policies and strategic goals The department also advises and assists city departments in the timely and effective provision of accounting budgeting purchasing and revenue services

ouR Mission The Finance department is committed to excellence in providing sound financial management and consultative services Support and enhance operational effectiveness and efficiency

ouR goAL To provide reliable sound short- medium- and long-term financial strategies to ensure the long-term sustainable financial viability of the corporation

ouR chALLenges Declining assessment growth and multiple demands on scarce financial resources

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

FINANCE DEPARTMENT

AccounTing division ouR goAL To provide efficient reporting while safeguarding the assets of the corporation and providing financial information to Council CMT other departments and the community

ouR AchieveMenTs bull Initialization of new procedures and requirements for the reporting of TCA requirement

bull Upgrade of Peoplesoft Payroll Management System

bull Increased payment through electronic channels

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude Further enhancement of Reporting bull Annual Report (2013) bull Ongoing development of Financial Reporting System (2012) bull Finance upgrade (2014) bull Portal type delivery of financial information

Increased Utilization of PeopleSoft Payroll Management System bull Security (2012-2014) bull Manager view of leave banks (2012-2014) bull Staff Association time entry (2012-2014) bull Work flow (2013) bull Electronic fund transfer payments for vendors (2012-2013) bull Epay (2012)

implementation of Recommendations from continuous improvement bull Payroll time cards bull Account Payable entry

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

FINANCE DEPARTMENT

budgeTs amp FinAnciAL PLAnningdivision ouR goAL To fulfill fiduciary and statutory requirements and provide reliable financial strategies to ensure the financial viability of the corporation while maintaining effective stewardship of financial resources

ouR AchieveMenTs bull Refined the 3-year budget process

bull Reserve and Reserve Fund Policy review

bull Rolled out budget software to web-based version

FINANCE DEPARTMENT

Revenue division ouR goAL Develop and implement an effective system of recording and collecting amounts due to the City using a corporate approach across multiple subsystems

ouR AchieveMenT bull Department is handling approximately 3000 incoming calls per month water amp sewer billing accounted for a 3-fold increase in the number of incoming calls

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Development Charge Bylaw update

bull Financial Control Bylaw

bull Implement PSAB (Public Sector Accounting Board) requirements for budgeting

bull Develop long term financial plan

bull Continue to develop dynamic financial planning policies to adapt to an environment of constantly shifting priorities

bull Review Investment Strategy and review potential for institutional pricing

bull Collecting amounts due to the City using a corporate approach across multiple subsystems

bull Continue to stress customer service excellence including multiple sites payment stations and promoting electronic payment options

bull Ongoing implementation of POS at selected City sites

bull Develop the Cityrsquos internal controls for cash handling

bull Recommend policy on the use of special services levies

bull Developing a Payment Card Industry Data Security Standard (PCIDSS) compliance plan

bull Reduce and rationalize the number of water billing sections

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

FINANCE DEPARTMENT

PuRchAsing division ouR goAL The goal of the Purchasing division is to follow the Cityrsquos Purchasing Bylaw and provincial and federal government law to acquire the best total cost for the products and services required by the City of Waterloo as well as providing a fair open and transparent purchasing process for the supply base

ouR AchieveMenTs bull Additional expansion of using procurement cards has reduced staff time spent on issuing purchase orders

bull Issuing of cheques through Accounts Payable has been reduced through the implementation of the procurement card program

bull Using e-commerce platforms reduces the time required to input data for the purchasing receipt and payment of invoices

bull Involvement with the provincial contracts (vendor of records) has reduced the cost of the services supplied (courier and cellular devices)

bull Involvement in co-operative and provincial contracts has increased purchasing efficiencies

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Computerization and bar coding of stockroom items

bull Implement the recommendations listed in the Purchasing Review Report

bull Work with the Environmental Strategy Implementation Steering committee to further enhance green procurement and a sustainable Waterloo

bull Review implement most cost effective municipal and provincial contracts for items such as telecommunications and courier services

bull Investigate the possibility of a third-party agency to host our bid opportunities

bull Establish a more centralized purchasing function at the city of Waterloo

bull Review and implement new cash discounts for the supply base to the city of Waterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

HUMAN RESOURCES DEPARTMENT VOLUNTEER SERVICES The provision of Human Resources and Volunteer Services includes recruitment and selection labour and employee relations compensation and benefits sick and disability management training collective bargaining health and safety and organizational design

ouR Mission Engaged competent employees and volunteers are successful in accomplishing strategic and business plans within a vibrant corporate culture at the City of Waterloo

ouR goAL Human Resources and Volunteer Services departmentrsquos programs and services comply with regulatory and legislative requirements and align with the Cityrsquos values to enable staff to accomplish strategic and business plans

ouR chALLenges Build sufficient HR specialist expertise within a generalist model to support service excellence free-up HR capacity through operational efficiencies to enable project work and program design in key areas and training initiatives trends indicating decline of volunteerism requires innovative approaches

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

HUMAN RESOURCES DEPARTMENT voLunTeeR seRvices

ouR AchieveMenTs bull Completion of a market review of insurance carriers to ensure the cost competitiveness of our employee group benefit plan rates

bull Continued implementation of violence in the workplace programs with respectful workplace training and risk assessment surveys

bull Conducted an employee engagement survey to measure employee engagement in important aspects of work activities relationships and working conditions

bull Research and preparation of negotiations plans for Staff Association CUPE and WPFFA collective agreements

bull Use of technology to create efficiencies using online automated recruitment screening for high volume recruits and enhanced use of PeopleSoft functionality for management information reporting

bull Implementation of volunteer software system to enhance volunteer recruitment and placements

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude Utilize information system data to measure efficiencies and effectiveness of hR and volunteer process improvement and practices

bull Develop a performance appraisal tool to measure competencies and accountabilities

bull Develop a corporate staff recognition program with individual and group components

bull Provide coaching project management and volunteer training and leadership development programming

bull Continue to enhance workplace health and safety with Respectful Workplace initiatives and implementation of Corporate Health and safety Audit recommendations

bull Bargain new agreements for labour groups and Staff Association

bull Implement job evaluation maintenance program

bull Develop corporate and department plans to address issues in the employee engagement survey to enhance employee engagement

bull Continue to implement the Volunteer Engagement Strategy

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PROTECTIVE SERVICES DEPARTMENT Protective Services is responsible for the delivery of services by Fire Rescue Bylaw EnforcementProperty Standards and Community Relations

ouR Mission A team of dedicated and professional staff committed to enhancing the safety and quality of life of our community through education inspection enforcement community relations and emergency response

ouR goAL To provide quality service valued by staff and the community in delivery of education inspection enforcement community relations and emergency response

ouR chALLenges Developmentbuilding construction intensification city-wide Light Rail Transit (LRT) green building construction increased population of the city including long-term and temporary residents ongoing need for improved technology to augment existing resources increased student enrollment communication to students living off-campus

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PROTECTIVE SERVICES DEPARTMENT

WATeRLoo FiRe Rescue division ouR goAL Waterloo Fire Rescue will continue to grow in response to community needs and expectations to provide the highest standard of service

ouR AchieveMenTs bull Completion of Station 4

bull Activity Tracking Program

bull Enhanced response times on the Cityrsquos east side

bull Measures used to optimize service delivery

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Deliver a fiscally responsible and sustainable service delivery model

bull Reviseupdate simplified risk assessment (3-year cycle)

bull Reviseupdate Fire Master Plan (5-year cycle)

bull Leverage technology to enhance overall effectiveness and efficiency

bull Collaborate with local business and the community to promote fire safety

bull Collaborate with post-secondary institutions to mitigate fire safety priorities

bull Reviseupdate Emergency Management Plan

bull Reviseupdate fire inspection service delivery model

bull Enhance tactical pre-planning

bull Enhance training programs

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PROTECTIVE SERVICES DEPARTMENT

byLAW enFoRceMenT division And coMMuniTy ReLATions dePARTMenT ouR goAL bylaw enforcement - To be recognized as leaders and innovators in municipal law enforcement and education

community Relations - To provide in a leadership role the best resolution of conflict management for the benefit of all citizens

ouR AchieveMenTs bull Implementation of the AMANDA system

bull Enhanced education initiatives through the ldquoRental Living Guiderdquo available online to all tenants in the City of Waterloo with useful information on living in rental housing Development and delivery of the ldquoStudentrsquos Guide to Living in Waterloordquo for 1st year students intending to live off-campus in subsequent years of study

bull Continue research in partnership opportunities for town and gown community

bull Assist the Safe and Healthy Community Advisory Committee in the development of their work with Council

bull Participate in additional training opportunities in alternative dispute resolution

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Creation of a new Fence Bylaw and Fire Route Bylaw

bull Creation of Licensing Appeal Tribunal for residential rental licensing matters

bull Further development of staff rsquos capacity to deal with court-related matters including minor prosecutions

bull Work to develop risk mitigation strategies to off-set identified safety concerns

bull Collect data and measure performance against OMBI (Ontario Municipal Benchmarking Initiative) to compare and improve performance

bull Report to Council annually from the Safe and Healthy Community Advisory Committee and any support they require

bull Address initiatives and proposals of Safe and Healthy Community Advisory committee

bull Create video on Waterloo being a town and gown community and what it means to the different stakeholders

bull Continue to pursue town and gown outreach program in partnerships with universities in accordance with the approved recommendation in the northdale vision Report

bull Continue to work provincially and internationally in collaboration and partnerships on town and gown concerns and initiatives

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PUBLIC WORKS SERVICES DEPARTMENT Public Works Services delivers hard and soft services to the residents of Waterloo and visitors Our department has stewardship responsibility for approximately $380 million in infrastructure assets such as roads water and sewer systems parks equipment and open spaces We are guided by Council-approved policies legislative requirements and various technical standards and master plans

ouR Mission Public Works Services mandate is to plan manage operate maintain rehabilitate and replace the municipal road system storm and sanitary collection systemswater distribution systems open spaces street lighting parks fleetwood lots and urban forests

ouR goAL To protect the integrity of critical infrastructure that delivers essential services to city residents and businesses ndash water roads sidewalks parks woodlots and open spaces

ouR chALLenges Budget reductions Ministry regulations and controls large seasonal workforce responding to infrastructure needs resulting from aging infrastructure and shift to increased density limited staffing succession planning and training

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PUBLIC WORKS SERVICES DEPARTMENT

cAPiTAL PRoJecTs And seRvices division ouR goAL To deliver infrastructure renewals and replacement programs at its best life-cycle schedule so that the renewal cost quality of service timing of delivery and safety to the public are all in alignment with the fiscal commitment of Council

ouR AchieveMenTs bull Pavement Management System to streamline maintenance work more effectively

bull Reports of Maximo work order system incorporated into the infrastructure assessment process

bull Improvements on Global Positioning System surveying instruments enabled the data collection speed and accuracy for Capital Projects and Services staff

bull Capital Projects and Services handle over 80 projects at any one time with a limited support staff

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Fleet software installation

bull Implementation of phase II and III of Maximo software application

bull Beaver Creek Pumping Station upgrades

bull Colonial Creek Pumping Station upgrades ndash detail design and phase 1 construction

bull High Street ndash design in 2011 construction for 2012

bull Implementation of inflow and infiltration reduction program

bull Establish a water distribution model as a decision support tool

bull Implementation of capital planning tool to manage capital projects across the corporation (Continuous Improvement recommendation)

bull To meet the objectives of the Environmental Strategic Plan climate change and air quality reduce emissions and Green infrastructure Policy

bull Servicing of Waterloo North Campus Lands

bull Wind energy - implementation of recommendation of a demonstration site

bull Clair Creek Subwatershed rehabilitation

bull Clair Lake detail design and construction of Clair Lake and Reaches 2 amp 3

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PUBLIC WORKS SERVICES DEPARTMENT

enviRonMenT amp PARKs seRvices division ouR goAL To deliver and maintain high-quality service for the Cityrsquos green spaces and urban environment along with promoting and encouraging environmental awareness and stewardship through various community programs and events

ouR AchieveMenTs bull Obtained efficiencies in Parks Watch pilot in Eastbridge

bull Enhancement to the Partners in Parks Community Guide to outline the use of common garden tools

bull Creation of maintenance agreements for Carriage Crossing Subdivision

bull Naturalization of previously-mowed grass areas at city facilities

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Implement Environmental Strategic Plan Greenspace initiatives

bull Increase community events and promote stewardship through community-based social marketing

Forestry and horticulture bull Implement the response plan for the Emerald Ash Borer threat to

the urban forest

bull Update Urban Forestry Policy

Parks Operations bull Update the Parks Bylaw

bull Integrate maintenance operations forYMCA-Library

bull Playground replacements

bull Pedestrian bridge replacements

bull Integrate operation for the Action Sports Park

bull Design fund and construct new accessible playground at Waterloo Park

bull Implement 2 community vegetable gardens on parkland

bull Formalize joint-use agreement with Waterloo Region District school board

bull Update quality standards for sidewalk snow control

bull Expansion of Parks Watch program

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PUBLIC WORKS SERVICES DEPARTMENT

oFFice oF The geneRAL MAnAgeR ouR goAL Our goal is to deliver and maintain high-quality customer service and service delivery through a combination of technology and employee excellence Our focus is dedicated to the continued delivery of high-quality customer service through a corporate customer call management system and 247 responsiveness

ouR AchieveMenTs bull Continue to gain efficiencies in Maximo Work Order System

bull Electronic customer service request log

bull Elevated customer service by processing water billing and other payments

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Continue to phase in Maximo implementation

bull Continue PWS file system re-organization

bull Automated voice attendance system pilot once new phone system is installed

bull Increased efficiencies and sales through additional installation of point of sale terminal and reconfiguration of office layouts through the service centre renovation

PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

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PUBLIC WORKS SERVICES DEPARTMENT

TRAnsPoRTATion division ouR goAL To provide the City of Waterloo with a sustainable and reliable transportation network that is accessible and safe for all users pedestrians cyclists transit riders and vehicle drivers

ouR AchieveMenTs bull City work permit implementation has resulted in increased knowledge of contractorutility work and provided the City with a working database for quicker restoration of the sites

bull Enhanced data collection storage and retrieval of road condition information through implementation of software and vehicle location technology to map each defect and produce work orders to repair the defectsThis enables us to address maintenance needs identified more effectively as well as retrieve information in a timely manner when required (ie claims response)

Operational efficiency of winter control activity achieved through

bull Utilization of GIS mapping to rebalance our snow plow and salt routes resulting in reduced pressure to expand our number of routes

bull Incorporating GIS mapping vehicle location technology and weather information to better adapt winter control activities to changing conditions in order to minimize response times

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Accommodate increasing numbers of people in our uptown while

reducing the number of vehicles with the implementation of Transportation demand Management practices

bull Develop policies and strategies in support of the Environmental strategic Plan to reduce transportation-related green house gas emissions

bull Further reduce road salt application rates on city streets regional roads and City parking lots

bull Implement components of Infrastructure Management System for transportation

bull Reduce demand for parking to support rapid transit use within the central Transit corridor

bull Implement Complete Streets Policy for the safety of all road users pedestrians cyclists transit riders and vehicle operators

bull With the assistance of the data collected from the sidewalk inventory implement a plan to repair the deficiencies

bull Continue with traffic studies in various neighbourhoods within the City

bull Develop Transportation Impact Study Guidelines to outline requirements for development applications

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

PUBLIC WORKS SERVICES DEPARTMENT

WATeR seRvices division ouR goAL To provide the City of Waterloo with a sustainable water services systems

ouR AchieveMenTs bull Through the shift to water utility in-house billing the ability to shut-off water as a tool to obtain payment of outstanding bills has decreased the amount of outstanding revenues

bull Utilization of existing systems and processes for developing stormwater rate billing method

bull Backflow prevention program business model developed which shifts funding to a cost recovery model based on program fee revenue

bull Initiated two joint services initiatives projects with the City of Kitchener for water and sanitary sewer rate structure review and stormwater credit

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

ouR Future goALs incLude bull Develop and implement a stormwater credit and rebate program to

provide incentives for installation and maintenance of stormwater environmental best practices on private properties

bull Undertake a pilot project on pond sediment utilization and disposal in partnership with Ministry of environment and other municipalities

bull Pilot zoom camera program to provide a more efficient inspection program for sanitary mains

bull Begin implementing Colonial Sanitary Pumping Station upgrades

bull Continued testing and analysis of the Unidirectional Flushing Program through collaboration with university researchers to refine the flushing program to create efficiencies

bull Prepare and submit the financial plan for the City of Waterloorsquos drinking water system in accordance with the Ontario Regulation 45307

bull Complete a water and sewer rate review to better align fixed costs with fixed rate revenue and variable costs with variable rate revenue to ensure the long-term financial sustainability of water distribution and wastewater collection systems

bull Perform costbenefit analysis on implementing smart water metering technologies

bull Undertake a Water Distribution Master Plan and an update to the sanitary sewer Master Plan to guide business operations and capital infrastructure renewal

bull Continued focus on customer service

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo

wwwwaterlooca

wwwfacebookcomcitywaterloo wwwtwittercomcitywaterloo wwwyoutubecitywaterloo