I’ve just finished a second reading of the Operating Budget and I am concerned that I don’t see funds allocated to ongoing service reviews.
Why is that?
We’re still telling the community (https://guelph.ca/city-hall/business-service-reviews/) that the City is doing service reviews but in fact, the staffing is no longer in place and based on the lack of mention in this budget, it seems to have disappeared from workplans.
What’s more concerning is that in the 2019 budget there was $258,600 allocated for a Business Process Management, to “Conduct business service reviews to examine service provision and service levels aiming toward the most efficient and effective delivery of City services; Develop multi-year business service review plan; and Support ongoing continuous improvement activities through cross-functional collaboration.” (See page 29 here: https://guelph.ca/wp-content/uploads/2019-approved-tax-supported-operating-budget.pdf) However, I am not even sure that there is an office of Business Process Management. What happened to these funds in 2019?
I hope to clear this up in advance of the Operating Budget discussions because there is still a direction from Council to perform service reviews for all City services, which was approved unanimously by Council on October 3rd 2016 (See page 35 here: https://guelph.ca/wp-content/uploads/council_agenda_102416.pdf).
Now, I am aware that we are currently hiring for a 'Continuous Improvement Office' (https://guelph.ca/job-posting/program-manager-continuous-improvement-office/). However, I am not clear if this position is meant to replace the work previously assigned to the Business/Service Review team - to determine if all City services are being run effectively and identify ways of reducing costs and improve efficiencies. And if that's the case, did I miss a council direction to rescind the Business/Service Review Framework approved on October 2016? Has Council approved a framework or guidelines for the Continuous Improvement Office?
I sincerely look forward to getting this cleared up. I think it's important to allow time and energy to review how we deliver our services and make sure staff are given the opportunity to find efficiencies and improvements and explore different ways of getting the job done, so we can be sure that we are delivering the right level of service and doing so in the most cost effective way.
Thank you for attending to this matter.