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Quarterly Performance Report to Council Q3

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					              Quarterly Performance
               Report to Council Q3
                         July 1 – September 30, 2009
                                      City of Ottawa
20090430384
Executive Summary

Introduction
The Quarterly Performance Report to Council is produced following the end of each quarter. It is
designed to provide high-level output-focussed efficiency and customer service information about the
core services provided to the public by the City of Ottawa, as well as information about key internal
services.

Highlights
Transit Services
For Q3 overall, on-time performance remained roughly in line with Q2 but improved steadily from
month to month over the quarter. This trend is expected to continue going forward as new standards are
adopted (Measure 3). Percentage of planned trips operated during Q3 also remained steady compared
to Q2 but included a 5% increase in overall service in September (Measure 4). On a standardized basis,
operating cost per kilometre decreased $0.29 per kilometre from Q2 (Measure 7).
Solid Waste Operations
The ability to view newspapers online and a reduction in the size of newspapers has resulted in a 9%
decrease in the amount of black box recyclable collected (Measure 9).
Building Code Services
The five wards with the greatest building permit activity are Cumberland, Gloucester-South Nepean,
Kanata North, Barrhaven and Stittsville-Kanata West (Measure 15). Total building permit applications
in the House category increased by 22.6% compared to Q3 2008. Total building permit applications
increased 15% compared to the same time last year (Measure 16).
Ottawa Police Service
While still lower than the peak volumes of 2007, total calls for service in Q3 2009 have increased 1%
from the same period in 2008 (Measure 19). Despite this overall increase and a 2% increase in Priority
1 (Emergency) calls (Measure 22), Priority 1 response times stayed constant from Q3 2008 at under 15
minutes 86.9% of the time (Measure 21). The target is to achieve this response time 90% of the time.
Fire Services
The number of incidents responded to by Fire Services continues to follow a steadily increasing trend,
rising 3.7% in Q3 2009 when compared to the same period in 2008. This increase is due largely to a
20% increase in responses to motor vehicle accidents over the same period (Measure 29).
Social Housing and Shelter Management
The average nightly bed occupancy rate in emergency shelters for Q3 2009 was 131.5%, representing
a nightly average shortage of 310 beds. The City makes use of its overflow facilities to accommodate
this demand. This represents a 19.6% increase in occupancy despite the addition of 14 beds to capacity
(Measure 32). Due to the increased demand with no new Social Housing capacity, the percentage of
families on the centralized waiting list who were placed in social housing was 4.5% in Q3 2009, down
from 5.0% for the same period in 2008 (Measure 33). This rate of placement has remained essentially
stable for the first three quarters of 2009.



                                                                                                         i
     Parks Recreation and Cultural Services
     The number of participants in registered programs per 1,000 population has been steadily increasing over
     the past three years, growing 4.1% from Q3 2008 to Q3 2009 (Measure 34), reflecting a 6.2% increase
     in available spaces over the same period (Measure 35). Due to a lag between the introduction of new
     programs and uptake by the public, the overall program occupancy has decreased 1.3% in Q3 2009 from
     the same period in 2008 as new programs are introduced (Measure 36).
     By-Law and Regulatory Services
     Call volumes for parking, animal and noise complaints have all increased in Q3 2009 from Q3 2008,
     contributing to an overall increase in quarterly By-Law call volume of 11.9% over this period. These
     increases were offset slightly due to a 9% decrease in property standards calls linked to fewer repeat
     complaints about properties (Measures 37 and 38).
     Ottawa Paramedic Service
     In Q3 2009 there was an overall increase in monthly average vehicle responses of 9% from the same
     period in 2008 (Measure 45). This is due mainly to an 85% increase in code 3 (patient is stable and not
     in immediate danger) calls offset by slight decreases in code 1 and 2 (non-emergency) and code 4 (life-
     threatening) calls (Measure 46). Despite this increase in vehicle response volumes, there was only a 20-
     second increase in average response times over all population densities (Measure 48). Response times do
     not reflect additional paramedics approved for the 2009 budget, which have yet to come on-line.
     Fleet Services
     Operating costs per kilometre of usage for the fire, ambulance and light fleets have held roughly constant
     for several quarters (Measures 51 and 52). Fuel cost per kilometre has decreased substantially due to the
     overall decrease in fuel prices from 2008 but also due to the continued promotion by Fleet Services of
     City-owned fuelling sites where the bulk fuel costs negotiated by the City are lower than retail fuelling sites
     (Measures 55 and 56).

     Conclusion
     The contents of this quarterly report detail the City’s performance across its program areas. The
     Organizational Development and Performance Department works with all areas to identify and improve
     performance measures to enhance the content of future versions of the report. Therefore, the report will
     evolve over time as the City makes progress in the development of performance information and responds
     to input from Council and changes to the City’s environment.

     To ensure that the report remains relevant and meets the evolving information needs of Council, we
     welcome your input and suggestions. Please contact Richard Delano, Program Manager, Performance
     Measurement and Reporting, Organizational Development and Performance Department, at Richard.
     Delano@Ottawa.ca, 613-580-2424, ext. 12533.

     Richard Delano
     Program Manager
     Performance Measurement and Reporting
     Organizational Development and Performance Department
     City of Ottawa




ii
                                     Table of Contents

TRANSIT COMMITTEE

1    Transit Services
1    Measure 1: Conventional transit ridership
1    Measure 2: Occupancy rate (no chart)
2    Measure 3: On-time service performance
2    Measure 4: Percentage of planned service trips operated
3    Measure 5: Maintenance service met – Transit (no chart)
3    Measure 6: Mechanical failure rate and impact on service
4    Measure 7: Operating cost per vehicle kilometre
4    Measure 8: Park-and-ride utilization

PLANNING AND ENVIRONMENT COMMITTEE

5 Solid Waste Operations
5    Measure 9: Total tonnes of residential waste recycled and total tonnes sent to landfill per quarter
5    Measure 10: Percentage of waste diverted (Blue and Black Box only): Multi-residential (apartment)
     and curbside
6    Measure 11: Percentage of residential waste diverted (all waste streams - curbside)

7 Planning
7    Measure 12: Number of development applications processed by quarter
7    Measure 13: On-time review – Percentage of zoning by-law amendment applications that reach City
     Council decision on target
8    Measure 14: On-time review – Percentage of applications with authority delegated to staff that reach
     a decision on target

9 Building Code Services
9    Measure 15: Total building permits issued by ward
10   Measure 16: Building permit applications submitted – Four-year Q3 comparison
10   Measure 17: Percentage of applications determined within legislated timeframes
11   Measure 18: Percentage of applications determined within enhanced (Council-approved) timeframes

POLICE SERVICES BOARD

12 Ottawa Police Service
12   Measure 19: Total calls for services – all priorities
12   Measure 20: Number of Criminal Code offences handled per police officer
13   Measure 21: Priority 1 response performance
13   Measure 22: Emergency calls for service (Priority 1)
14   Measure 23: Service time (Citizen-initiated mobile response calls for service)




                                                                                                            iii
     COMMUNITY AND PROTECTIVE SERVICES COMMITTEE

     15 Community and Social Services - Employment and Financial Assistance
     15   Measure 24: Number of cases and number of beneficiaries in receipt of Ontario Works and Ontario
          Disability Support Program
     15   Measure 25: Number of intake/inquiry calls, cases screened and cases granted (Ontario Works and
          Essential Health & Social Support)
     16   Measure 26: Average number of persons participating in employment programs (includes workshops
          and attendance at Employment Resource Areas)
     16   Measure 27: Number of Ontario Works cases terminated
     17   Measure 28: Average number of days from application to verification for Ontario Works

     18 Fire Services
     18   Measure 29: Number of incidents responded to by Fire Services
     18   Measure 30: Number of residential fire related injuries and fatalities
     19   Measure 31: Average monthly call volume

     20 Social Housing and Shelter Management
     20   Measure 32: Average nightly bed occupancy rate in emergency shelters
     20   Measure 33: Percentage of individuals and families on the social housing waiting list placed

     21 Parks, Recreation and Cultural Services
     21   Measure 34: Number of participants in registered programs per 1,000 population
     21   Measure 35: Number of participants and available spaces in registered programs
     22   Measure 36: Percentage of program occupancy

     23 By-Law and Regulatory Services
     23   Measure 37: Quarterly total call volume
     23   Measure 38: Quarterly call volume for the top four call types

     24 Ottawa Public Health
     24   Measure 39: Number of    visits to the Sexual Health Centre (no chart)
     24   Measure 40: Number of    visits to dental clinics (no chart)
     24   Measure 41: Number of    visits to young families by a Public Health Nurse or family visitor (no chart)
     24   Measure 42: Number of    health hazards responded to by health inspectors (no chart)
     24   Measure 43: Number of    calls to the Public Health Information Line (no chart)
     24   Measure 44: Number of    food premises inspections completed (no chart)

     25 Ottawa Paramedic Service
     25   Measure 45: Average number of monthly Paramedic Service vehicle responses by quarter
     25   Measure 46: Total quarterly Paramedic Service vehicle responses by priority code
     26   Measure 47: Ottawa Paramedic Service – ACP capture rate (no chart)
     26   Measure 48: 90th percentile response time for life threatening emergency calls




iv
LIBRARY SERVICES BOARD

27 Ottawa Public Library
27 Measure 49: Number of circulations per capita (Library)
27 Measure 50: Number of electronic visits per capita (Library)

CORPORATE SERVICES AND ECONOMIC DEVELOPMENT COMMITTEE

28 Fleet Services
28   Measure 51: Operating cost per km ($) – fire trucks and ambulances
28   Measure 52: Operating cost per km ($) – other vehicles (light and heavy)
29   Measure 53: Fuel usage in litres – fire trucks and ambulances
29   Measure 54: Fuel usage in litres – other vehicles (light and heavy)
30   Measure 55: Fuel cost per km – fire trucks and ambulances
30   Measure 56: Fuel cost per km – other vehicles (light and heavy)

31 Communications and Customer Service
31   Measure 57: Contact Centre total calls answered
31   Measure 58: Percentage of calls answered within 120 seconds (target 80%)
32   Measure 59: 3-1-1 top 5 service requests (by quarter; annually)
33   Measure 60: 3-1-1 top 5 information requests (by quarter; annually)
34   Measure 61: Total Client Service Centre transaction volumes (by quarter; annually)
34   Measure 62: E-Services adoption

TRANSPORTATION COMMITTEE

35 Road and Traffic Operations and Maintenance
35   Measure 63: Cost per lane km of road
35   Measure 64: Number of 3-1-1 calls related to roads
36   Measure 65: Cost per km of sidewalks/pathways
36   Measure 66: Number of 3-1-1 calls related to sidewalks/pathways

37 Transportation Planning
37 Measure 67: Bicycle volumes (8 a.m. to 9 a.m. and 4 p.m. to 5 p.m.) at seven key locations

38 Infrastructure Services
38 Measure 68: Total asphalt tendered in tonnes for City managed projects only (renewal,
   extensions, widening)

39 Definitions and Explanatory Notes




                                                                                                v
     How to read the charts
     The charts in this document were selected to illustrate how the City of Ottawa is performing in service
     areas that have been chosen by City Council. Results for the most recently available quarter are shown
     and are portrayed against results from previous quarters and previous years. The most recent quarter
     is displayed in gold colour with hatch marks so that it is immediately identifiable. Previous quarters and
     years are represented in light to dark blue from the earliest time period to the most recent. The numeric
     data represented in the columns appears inside or above each column. Where possible, performance in
     relation to an approved service standard or accepted industry standard is indicated with a dashed line.



     Measure X: Name of the measure being displayed

                                                                                                     Quarters / years are
                                                                                                     coloured light to dark

       Name of the measure
                                               Current
                                               Quarter               2006            2007          2008

                                100 %

                                 98 %

                                 96 %

                                 94 %

                                 92 %
          Standard/target/
                                 90 %
            benchmark
                                 88 %

                                 86 %
        Data values by column
                                                              86.6




                                                                                    86.1
                                                       88.7



                                                                      89.3




                                                                                            88.5
                                        87.8

                                               90.0




                                                                                                     87.1

                                                                                                            87.7
                                                                             87.1




                                 84 %

                                 82 %

                                 80 %
                                               Q1                     Q2                    Q3              Q4
         Unit of measure

                                                      Most current quarter




     Text below or beside the chart provides a description of factors that influenced the reported results in the
     most recent quarter. For some charts, specific terms are defined in the Definitions and Explanatory Notes
     section on p. 39.




vi
                                                                                                                                  1



Transit Services
Measure 1: Conventional transit ridership

                 Current
                                      2007           2008               2009
                 Quarter

  30 M                                                                                  Conventional transit includes regular
                                                                                        transit (bus and O-train), commuter transit
  25 M                                                                                  and school transit, but not paratransit
                                                                                        services. Ridership for the third quarter
  20 M                                                                                  decreased by 5.2% over the same period
                                                                                        in 2008. Employed Labour Force (ELF) in
  15 M                                                                                  Ottawa also decreased during that period
                                                                                        (by 1.4%). ELF is a strong measure of the
                                                                                        health of the economy and explains as
         25.1

                25.9

                       12.7

                              23.1

                                     24.4

                                            22.5

                                                   21.6

                                                          23.1

                                                                 21.9

                                                                          25.8

                                                                                 20.6
  10 M
                                                                                        much as 85% of ridership fluctuations (or
  50 M
                                                                                        about 4% of the year-to-year decrease in
                                                                                        Q3).
   0M
                Q1                   Q2                   Q3                     Q4




Measure 2: Occupancy Rate
A key measure of transit efficiency, occupancy measures how much of the transit service capacity offered
by Transit Services is consumed by customers. Occupancy will start being reported on a quarterly basis
starting next quarter.

(no chart)
2




Measure 3: On-time service performance
                                                            Operational staff are gradually adopting
                              Q1 2009                         Q2 2009                     Q3 2009
                                                            new service practices to adhere to the
      50%
                                On-time                     new standard for “on-time” service of not
                                                            running early at all and no more than 5
                                                            minutes late – compared to the previous
      40%
                                                            standard of running no more than 2 minutes
                                                            early and no more than 3 minutes late.
% On-time service
 (morning peak)




      30%                                                   On-time performance in Q3 was 53.7%,
                                                            a slight decrease of 1.2% from Q2. This
                                                            is mainly accounted for by an increase of
      20%
                                                            1.4% in early arrivals of two minutes or less
                                                            as drivers strive to arrive exactly on time. For
      10%                                                   September, the last month of the quarter,
                    12.4
                           12.2
                                  13.4

                                         29.5
                                                29.0
                                                       30.4

                                                               48.3
                                                                      49.2
                                                                             49.1




                                                            on-time arrivals had increased to 60.2% and
                                                            early runs had decreased to 32.5% from the
                                                                                    5.7
                                                                                          5.7
                                                                                                4.6

                                                                                                      4.0
                                                                                                                      4.0
       0%                                                                                                                          2.6
                  2 min early 0       3 min late 5 min late overall quarter’s total of 43.8%. Continuous
                                                            adjustments to the new standard should see
on-time performance reach 80% – the level obtained with the former standard, on the way to our target
of 90%.




Measure 4: Percentage of planned service trips operated

The policy standard of Transit Services                                                                                                     Current
                                                                                                                                                                    2007               2008                   2009
is for 100% of vehicle trips to be placed                                                                                                   Quarter

into service as scheduled. 99.35% of                                                                                              100.0 %
scheduled trips were operated during the
third quarter, a slight increase of 0.1%
                                                                                                                                   99.8 %
from Q2. While maintenance pressures
from the return to service evident in Q1
                                                                                                      % Scheduled vehicle trips




and Q2 decreased in Q3, September 2009
                                                                                                         placed into service




                                                                                                                                   99.6 %

featured a 5% increase in service overall,
with several routes shortened and/or                                                                                               99.4 %
split. This resulted in the number of bus
trips increasing by 16% year-to-year for
September alone (11% for total Q3). As a                                                                                           99.2 %
                                                                                                                                            99.56

                                                                                                                                                    99.56

                                                                                                                                                            99.38


                                                                                                                                                                    99.70
                                                                                                                                                                            99.65

                                                                                                                                                                                    99.25

                                                                                                                                                                                              99.61

                                                                                                                                                                                                      99.66

                                                                                                                                                                                                               99.35

                                                                                                                                                                                                                       99.54

                                                                                                                                                                                                                               99.19




result, one bus failure during Q3 may have
impacted more bus trips than it could have                                                                                         99.0 %
in the previous quarters.                                                                                                                           Q1                      Q2                        Q3                       Q4
Q3 2009 Quarterly Performance Report to Council                                                                 Transit Services                               3




Measure 5: Maintenance service met - Transit

This measure and related ones in the Transit Maintenance Branch are being strengthened through
heightened business focus and improved data collection and tracking practices. Key targets for Transit
Services are 100% service availability at all times and 90% utilization of the bus fleet. The development
of the reporting structures and benchmarks for this measure should be completed for Q4 2009.

(no chart)




Measure 6: Mechanical failure rate and impact on service

                                      No interruption to service                 Mechanical failures per
                                                                                 100,000 vehicle-kilometres *
                                      Some interruption to service

                                      Service fully cancelled
                                                                                                                  Mechanical failures per 100,000 vehicle-km




                         80%                                                                                40
                                         37.5 (Q1)

                                                                                               33.7 (Q3)
 % Mechanical failures




                                                                     33.3 (Q2)
                         60%                                                                                30




                         40%                                                                                20




                         20%                                                                                10
                               60%

                                       21%

                                               18%


                                                         58%

                                                                   24%

                                                                          18%


                                                                                     49%

                                                                                            19%

                                                                                                     33%




                         0%                                                                                 0
                                     Q1 2009                    Q2 2009                    Q3 2009



* Mechanical failures per 100,000 vehicle-kilometres are plotted on the secondary axis
The rate of mechanical failures is based on the actual number of breakdowns of buses assigned for
service that required those buses to be pulled out of service. During the third quarter (Q3), the rate of
mechanical failures was 33.7 per 100,000 vehicle km, a slight increase over that of the previous quarter.
A measure of operational effectiveness is the ability to minimize the number of bus service trips affected
by mechanical failures and therefore the number of customers impacted. Forty-nine percent of the
breakdowns in Q3 2009 did not translate into any service being cancelled, a decrease from 58% in Q2.
Thirty-three percent of breakdowns resulted in cancelled service, compared to 18% during Q2. The
reduced level of transit service during the quieter summer months contributes to limit the resources on
the streets that may be redeployed to address service gaps resulting from mechanical failures.
4




Measure 7: Operating cost per vehicle kilometre


                                 Direct operating cost (non-fuel)          Fuel cost


                             8
                                                                    Total = $6.99
                                                                        0.53                                                            Operating cost per kilometre for the third
                                                  Total = $6.47
                                                                        6.46                                                            quarter (Q3) was $4.31, compared to a
                                                     0.63
                             6                                                                                                          cost of $6.99 in the second quarter (Q2).
    Dollars per vehicle-km




                                                     5.84
                                                                                                                                        For Q2, operating costs included large
                                                                                       Total = $4.31                                    payments for Pay-As-You-Go (33M) and
                                                                                                                   0.53
                             4                                                                                                          for pension funding (2.6M). Without these
                                                                                                                   3.78
                                                                                                                                        payments, the direct operating cost for
                                                                                                                                        Q2 would have been $4.70 per vehicle
                             2                                                                                                          kilometre, still leaving a slight decrease in
                                                                                                                                        costs for Q3.

                             0
                                 Q4 2008           Q1 2009            Q2 2009                            Q3 2009




Measure 8: Park-and-ride utilization

                                                                                                                                  Current
                                                                                                                                  Quarter             2008         2009


                                                                                                                   100 %



                                                                                                                    80 %
                                                                                       Park-and-ride utilization




Park-and-ride utilization decreased 1.9%
                                                                                                                           81.8


                                                                                                                                        81.1


                                                                                                                                               80.5


                                                                                                                                                           80.4


                                                                                                                                                                  78.4


                                                                                                                                                                              76.5


                                                                                                                                                                                     86.2




from Q3 of 2008. This, however, follows                                                                             60 %
the trend of slight decreases in usage in
Q3, which included the summer months
                                                                                                                    40 %
of July and August.

                                                                                                                    20 %



                                                                                                                     0%
                                                                                                                                   Q1                 Q2                 Q3                 Q4
                                                                                                                                                                             5



Solid Waste Operations
Measure 9: Total tonnes of residential waste recycled and total tonnes sent to landfill per
quarter
                                                                                                                                               This chart shows the number
                                  Current
                                  Quarter               2007               2008                 2009                                           of tonnes of residential
                       70                                                                                                                      waste collected (recycled
                                                                                                                                               and landfilled). In the third
                       60                                                                                                                      quarter of 2009, there was a
                                                                                                                                               5% decrease in the amount of
                       50
                                                                                                                                               waste collected for recycling.
  Tonnes (thousands)




                       40
                                                                                                                                               This is primarily due to a 9%
                                                                                                                                               decrease in the amount of
                       30                                                                                                                      blackbox recyclables collected,
                                                                                                                                               which was offset by a more
                       20                                                                                                                      modest decrease in bluebox
                                                                                                                                               recyclables collected for the
                            17.7
                            17.3
                            17.1

                                     29.2
                                            30.9
                                            30.5

                                                     24.0
                                                     27.3
                                                                 25.9

                                                                        32.2
                                                                        34.3


                                                                                  48.8
                                                                                         48.9
                                                                                         47.2

                                                                                                 57.6
                                                                                                 59.5
                                                                                                          57.0
                                                                                                                 56.6
                                                                                                                        59.5
                                                                                                                        59.5

                                                                                                                               54.7
                                                                                                                                      55.0
                       10
                                                                                                                                               total 5% decrease. The trend
                        0
                                                                                                                                               toward online daily newspapers
                             Q1             Q2              Q3            Q4             Q1            Q2         Q3                  Q4       and a reduction in the size
                                                 Recycled                                                Land lled                             of newspapers are the main
                                                                                                                                               reasons for this decline.
In Q3 2009 there was no change in the amount of waste landfilled from the same period in 2008. For
the first two quarters of 2009, the amount of garbage landfilled decreased from the same periods in 2008.
This trend would have continued in Q3 2009, but the July 24 flood resulted in approximately 800 tonnes
of additional garbage collected, keeping the rate of garbage landfilled constant with Q3 2008.

Measure 10: Percentage of waste diverted (Blue and Black Box only): Multi-residential
(apartment) and curbside

This chart shows the diversion                    Current
                                                                    2007    2008    2009
rate (the percentage of total                     Quarter

waste collected that was                35 %

recycled) by type of residence
                                        30 %
(apartment vs. curbside). The
multi-residential diversion rate        25 %
remained relatively unchanged.
A drop in the amount of                 20 %
blackbox material collected
                                                                                          20.5
                                                                                          20.4
                                                                                          21.1
                                                                                                        19.8
                                                                                                        20.7
                                                                                                        18.5
                                                                                                                         19.3
                                                                                                                         18.9
                                                                                                                         18.6
                                                                                                                                        21.1
                                                                                                                                        21.5


                                                                                                                                               26.8
                                                                                                                                               26.5
                                                                                                                                               26.9
                                                                                                                                                      24.5
                                                                                                                                                      23.9
                                                                                                                                                      23.7
                                                                                                                                                             23.0
                                                                                                                                                             23.4
                                                                                                                                                             22.1
                                                                                                                                                                    26.5
                                                                                                                                                                    26.3




was offset by a similar decrease        15 %

in the amount of garbage
                                        10 %
collected at apartments. The
drop in the diversion rate for           5%
the curbside diversion rate can
be attributed to a 9% reduction          0%

in the amount of blackbox                      Q1       Q2          Q3   Q4      Q1   Q2          Q3                                                                  Q4
                                                       Multi-Residential                 Curbside
material being collected.
Additional garbage collection
as a result of the July 24th flooding also reduced the curbside waste diversion rate.
6




Measure 11: Percentage of residential waste diverted (all waste streams - curbside)

                    Current
                                                                                         This chart shows the diversion rates for
                                         2007               2008           2009
                    Quarter                                                              all streams of waste (blue and black box,
    80 %
                                                                                         leaf and yard waste, and organics) in
                                                                                         curbside residences. For Q3 2009, this
    70 %                                                                                 rate decreased by 1.3% as compared with
                                                                                         the same period in 2008. This decrease
    60 %
                                                                                         is due to the reduction in blackbox
    50 %                                                                                 material (primarily newsprint) available
                                                                                         for collection. This trend is expected to
    40 %
                                                                                         continue. The rate may improve with
    30 %                                                                                 greater education and reduced garbage
                                                                                         setout limits (only three waste items
           27.7

                  27.3

                         27.8

                                35.9

                                       36.4

                                              37.6

                                                     31.6

                                                             33.6

                                                                    32.3

                                                                           39.7

    20 %                                                                          41.1
                                                                                         should be collected each week, excluding
    10 %                                                                                 recycling and leaf and yard waste) in
                                                                                         conjunction with enforcement of these
     0%
                  Q1                   Q2                    Q3                   Q4
                                                                                         setout limits. The addition of the Green
                                                                                         Bin program will improve diversion results
                                                                                         in 2010.
                                                                                                                                          7



Planning
Measure 12: Number of development applications processed by quarter

                Current
                                                                                        Development applications include those
                Quarter
                                 2007         2008            2009
                                                                                        for which decisions are made by the
   160
                                                                                        Planning and Environment Committee,
                                                                                        the Agriculture and Rural Affairs
   140                                                                                  Committee, City Council, and those for
   120
                                                                                        which authority has been delegated to
                                                                                        staff.
   100
                                                                                        Results for Q3 2009 are below Q3 2007
    80                                                                                  and 2008 results. They are affected by
                                                                                        a range of factors, including response
    60
         121

               106

                     71

                          150

                                129

                                      100

                                            148

                                                  135

                                                        116

                                                                125

                                                                      112
                                                                                        times from external agencies, timing of
    40                                                                                  Councillor and applicant concurrence,
                                                                                        and the time involved in issue resolution.
    20
                                                                                        Results for Q1, Q2 and Q3 2009 are lower
     0                                                                                  than the results of the first three quarters
               Q1               Q2                Q3                  Q4                of 2007 and 2008, and reflect the reduced
                                                                                        number of applications received in 2009.




Measure 13: On-time review – Percentage of zoning by-law amendment applications that
reach City Council decision on target

                                                                                    Current
                                                                                                   2007           2008        2009
This chart represents the percentage of                                             Quarter

Zoning By-law Amendment applications                                  100 %
that reach City Council on or before
target. The target is to achieve Planning
                                                                       80 %
Act timelines of 120 days for a decision by
Council 80% of the time. Since 2004, the
number of Zoning By-law Amendments                                     60 %

that reached Council on target has
improved, but this result is affected by the
                                                                              53

                                                                                   48

                                                                                        57

                                                                                              70

                                                                                                   72

                                                                                                        59

                                                                                                             65

                                                                                                                   51

                                                                                                                         58

                                                                                                                              66

                                                                                                                                     62




                                                                       40 %
scheduling of meetings, the lag between
Committee and Council meetings, and
complexity of applications. While Q3                                   20 %

2009 results are below target, they are
consistent with Q1 and Q2 2009 results.                                 0%
                                                                                   Q1              Q2              Q3                Q4
8




Measure 14: On-time review – Percentage of applications with authority delegated to staff
that reach a decision on target

              Current
                                                                           The target for Subdivision /
              Quarter
                              2007     2008    2009
                                                                           Condominium applications
    100 %                                                                  is to achieve the Planning Act
                                                                           timeframe of a decision within
     80 %
                                                                           180 days 80% of the time.
                                                                           Owing to the small numbers
                                                                           processed, and because these
     60 %
                                                                           applications have similar
                                                                           processes, they are combined.
     40 %                                                                  The small numbers can result
                                                                           in significant variations in
                                                                           achieving targets. Q3 2009


                                                        38
             60
             88
            100
                  90
                  88
                        100
                              75
                              79
                              77
                                     100
                                      67


                                              28
                                              51
                                              58
                                                   49
                                                   34
                                                   42
                                                        45
                                                        33


                                                              40
                                                              58
     20 %
                                                                           results are slightly below target.
                                                                             Depending on the level of
      0%
                                                                             complexity of Site Plan Control
          Q1      Q2         Q3          Q4 Q1   Q2          Q3   Q4
             Condominium and Subdivision            Site Plan                applications and the level of
                                                                             public consultation undertaken,
Site Plan Control applications have different timelines, as well as different approval authorities (a
description appears in the Definitions section on p. 39).
The goal is to reach a decision on or before the target 80% of the time. Applications delegated to
staff typically meet the targeted timeframes, but these results are offset by the results of more complex
applications (Manager approval) for which additional time is required to resolve issues. Q3 2009 results
are below target due to the time required to resolve issues.
                                                                                                                      9



Building Code Services
                                     50
Measure 15: Total building permits issued by ward

                           Q3 2008         Q3 2009

                  0          50      100     150     200   250
   Orléans            69
                      90
     Innes            91
                      76
  Barrhaven       155
                  167
 Kanata North     141
                  186
                  124
West Carleton -                                                  The five wards with the most activity in Q3,
   March          136
                  100
                                                                 accounting for 35.8% of permits issued, are as
  Stittsville -
    Kanata        150                                            follows:
      Bay             45
                      75
                                                                 •   Cumberland – 233 permits, accounting for 8.9%
    College           68                                             of permits issued;
                      75                                         •   Gloucester-South Nepean – 201 permits,
  Knoxdale -          62                                             accounting for 7.7% of permits issued;
   Merivale           61
                                                                 •   Kanata North – 186 permits, accounting for
 Gloucester -         56
  Southgate           86                                             7.1% of permits issued;
  Beacon Hill         44                                         •   Barrhaven – 167 permits, accounting for 6.4%
   Cyrville           51                                             of permits issued; and,
                      82
 Rideau-Vanier
                      86
                                                                 •   Stittsville-Kanata West – 150 permits,
    Rideau -          60
                                                                     accounting for 5.7% of permits issued.
   Rockcli e          78
                                                                 Construction permits in these wards were primarily
   Somerset       129
                  108                                            issued for single dwellings.
                  112
  Kitchissippi                                                   The above figures reflect the activities of the
                  139
                      68
                                                                 construction industry and generally indicate where
     River
                      73                                         economic and growth is occurring. Accordingly, these
    Capital       110                                            figures are considered economic indicators rather
                  119
                                                                 than performance indicators.
   Alta Vista         64
                      73
 Cumberland       190
                  233
   Osgoode        105
                  103
   Rideau -           90
  Goulbourn       141
 Gloucester -     106
South Nepean      201
 Kanata South      71
                  113
10



                                                                                                                                                                 Q3 2009



Measure 16: Building permit applications submitted – Four-year Q3 comparison
                      Current
                      Quarter                     Q3 2006                Q3 2007              Q3 2008

 3,000


 2,500


 2,000


 1,500


 1,000
             1,513


                        1,734

                                   1,686


                                                2,067



                                                            135


                                                                   195


                                                                            163


                                                                                       190



                                                                                               309


                                                                                                         252

                                                                                                                  267


                                                                                                                          230



                                                                                                                                  105


                                                                                                                                           87


                                                                                                                                                     128


                                                                                                                                                                99



                                                                                                                                                                           2,062


                                                                                                                                                                                    2,268


                                                                                                                                                                                                2,244
     500




                                                                                                                                                                                                             2,586
       0

                            House                                 Small Building                        Large Building                          Complex                                     Total


The total number of applications for building permits has increased by 15% in the third quarter of 2009,
relative to the same period in 2008. The 22.6% increase in the number of building permit applications
in the House category reflects the revival in sales of residential construction following a slump that
commenced in the fall of 2008. The increase also represents an influx of applications for renovations
as part of the federal tax-relief program. (For definitions of the different categories, please see the
Definitions section on p. 39.)
Measure 17: Percentage of applications determined within legislated timeframes

                      Current
                                                    2008          2009
                      Quarter
 100 %


     90 %


     80 %


     70 %


     60 %


     50 %
            86
                 95
                      78
                           89
                                  74
                                           93
                                                 92


                                                           77
                                                           81
                                                                  72
                                                                       89
                                                                            61
                                                                                  86
                                                                                       87


                                                                                              76
                                                                                                   66
                                                                                                        70
                                                                                                             84
                                                                                                                  55
                                                                                                                  86
                                                                                                                          95


                                                                                                                                 77
                                                                                                                                      67
                                                                                                                                           77
                                                                                                                                                78
                                                                                                                                                     60
                                                                                                                                                           82

                                                                                                                                                                91


                                                                                                                                                                          83
                                                                                                                                                                               88
                                                                                                                                                                                    77
                                                                                                                                                                                         88
                                                                                                                                                                                                71
                                                                                                                                                                                                        91
                                                                                                                                                                                                              92




     40 %

             Q1         Q2           Q3             Q4      Q1     Q2       Q3           Q4    Q1         Q2      Q3        Q4    Q1        Q2    Q3                 Q4    Q1        Q2              Q3              Q4
                                House                             Small Building                         Large Building                      Complex                                         Total



The Branch's performance in meeting legislated timeframes in Q3 2009, in relation to the same period
last year, improved as a result of the award-winning eFootprint Applications portal process, preceding
quieter quarters that enabled staff to clear out backlogs and quickly respond to the Q3 surge in
applications, and improvements to processes as part of the branch's continuous improvement program.
It is noted that the increased assignment and dedication of resources to meet the legislative timeframes
has depleted the Branch's ability to equally perform in the reviews of re-submissions (where the applicant
is required to provide information and clarification or documentation that was not provided in the
initial permit submissions) and issuance of the permits. Additional resources or further techological
improvements would be required to improve on this performance. (Please see the Definitions section on
p. 39 for a listing of timelines).
Q3 2009 Quarterly Performance Report to Council                          Building Code Services       11




Measure 18: Percentage of applications determined within enhanced (Council-approved)
timeframes

               Current
                               2007             2008          2009
               Quarter

  100 %



   80 %



   60 %
          78
          86
          85
                  71
                  73
                  88
                            68
                            68
                            90
                                       87
                                       98


                                                   65
                                                   76
                                                   68
                                                              62
                                                              73
                                                              82
                                                                          64
                                                                          55
                                                                          85
                                                                                      72
                                                                                      95
   40 %



   20 %



    0%
          Q1          Q2       Q3          Q4          Q1        Q2           Q3          Q4
                Small homeowner projects               Tenant t-ups within existing buildings


The percentage of completed initial reviews of permit applications within Council-enhanced timeframes
for "Small Homeowner Projects" improved by 22% over Q3 2008. Similarly, the percentage of completed
initial reviews within enhanced timeframes for "Tenant Fit-Ups" saw an improvement of 30% over Q3
2008. The Branch's performance improved as a result of the efficient processing of footprint applications
for production homes and the quieter quarters that enabled staff to clear out backlogs and quickly
respond to these applications. (Please see the Definitions section on p. 39 for a listing of timelines.)
12



Ottawa Police Service
Measure 19: Total calls for services – all priorities

                      Current
                                                 2007                2008                  2009
                      Quarter

100,000



 95,000                                                                                                                         In the past five years the Ottawa Police
                                                                                                                                has handled an average of 365,000 calls
                                                                                                                                annually. After reaching peak call volumes
 90,000
                                                                                                                                in 2007, the number of calls returned
                                                                                                                                to historical levels in 2008. Results for
 85,000                                                                                                                         the third quarter reveal that the number
                                                                                                                                of calls has risen slightly from the same
          86,490

                   84,860

                            83,500

                                     97,020

                                              96,532



                                                                99,417

                                                                         96,967




                                                                                            89,823

                                                                                                     85,704
                                                                                  97,863
                                                       96,493




 80,000
                                                                                                                                period last year.


 75,000
                   Q1                         Q2                         Q3                          Q4




Measure 20: Number of Criminal Code offences handled per police officer

The number of reported Criminal Code of
                                                                                                                            Current
Canada incidents prorated over the number                                                                                   Quarter
                                                                                                                                            2007          2008            2009

of sworn personnel is one indication of                                                                   10.0

workload. This, of course, does not capture
the entire scope of police operations,                                                                        8.0
including proactive initiatives, assistance
to victims of crime, traffic enforcement/
Highway Traffic Act violations, street checks,                                                                6.0
                                                                                                                    7.9
                                                                                                                          6.3

                                                                                                                                6.3

                                                                                                                                      9.6

                                                                                                                                            8.7

                                                                                                                                                  8.1

                                                                                                                                                        9.7

                                                                                                                                                              9.8

                                                                                                                                                                    8.7

                                                                                                                                                                           8.2

                                                                                                                                                                                 7.3




and other community and public safety
activities.                                                                                                   4.0

Since 2005, the total number of
Non-Traffic, Criminal Code of Canada                2.0
offences has declined by more than 13%,
while the number of authorized sworn
officers has increased by 105, resulting in         0.0
                                                            Q1           Q2           Q3            Q4
fewer offences handled per officer.
With roughly 1,000 fewer Criminal Code
offences in the third quarter this year, the number of Criminal Code offences per officer fell by 12% from
the same period in 2008.
Q3 2009 Quarterly Performance Report to Council                                            Ottawa Police Service                                                                                13




Measure 21: Priority 1 response performance
                                                                                                                The Ottawa Police aims to respond
                    Current
                    Quarter
                                       2007            2008              2009                                   to Priority 1 calls for service within 15
  100 %                                                                                                         minutes 90% of the time, citywide. For
                                                                                                                the past four years response performance
                                                                                                                has fluctuated between 87 to 90%. Call
   95 %
                                                                                                                volume, travel time and available resources
                                                                                                                most influence police response.
                                                             Over the past five years, patrol officers
   90 %                                                      have arrived on scene to emergency calls
                                                             within 15 minutes, 87% of the time in
                                                             the third quarter. Response performance
  85 %                                                       remained constant in the third quarter
          90.0

                 88.7

                        88.9

                               89.3

                                      87.1

                                             86.0

                                                    88.5

                                                           86.9

                                                                  86.9

                                                                         87.7

                                                                                86.1
                                                             and is in line with the average for the past
                                                             five years. The organization’s inability
  80 %                                                       to reach the 90% response benchmark
         Q1          Q2          Q3           Q4             consistently may be due to the fact that the
                                                             police service has reached an operational
maximum under the current schedule, call response protocol, staffing levels, and call volumes.




Measure 22: Emergency calls for service (Priority 1)

                                                                                                         Current
After falling by 11% in 2005, Priority 1 call                                                            Quarter                 2007                  2008                   2009

volume has climbed for the past three years                                     25,000
to 74,541 calls in 2008. In the third quarter,
emergency calls requiring an immediate
                                                                                20,000
on-scene police presence continue to follow
the seasonal pattern, rising by roughly 400
calls (2%) to 21,587 citywide.                                                  15,000
                                                                                             15,182

                                                                                                      15,485

                                                                                                               15,454

                                                                                                                        18,944

                                                                                                                                 20,191

                                                                                                                                          21,025

                                                                                                                                                   21,082

                                                                                                                                                            21,165

                                                                                                                                                                     21,587

                                                                                                                                                                              17,952

                                                                                                                                                                                       17,700




Across the City of Ottawa, the increase
in emergency call volume has been                                               10,000

concentrated in East Division, rising by
400 calls (7%). West Division and Central                                        5,000
Division show virtually no change in the
third quarter from the same period last
year.                                                                                  0
                                                                                                      Q1                         Q2                         Q3                         Q4
14




Measure 23: Service time (Citizen-initiated mobile response calls for service)

                       Current
                       Quarter                 2007                2008                    2009

 80,000
                                                                                                               Service Time refers to the cumulative
                                                                                                               amount of time, in hours, officers spend
 70,000                                                                                                        responding to and dealing with calls for
 60,000
                                                                                                               service from the public. Service Time is used
                                                                                                               for operational planning and deployment of
          60,657

                   62,945

                            62,495

                                     69,525

                                              71,192

                                                       71,452

                                                                72,811

                                                                         73,895




                                                                                             67,451

                                                                                                      66,895
                                                                                  74,074
 50,000                                                                                                        personnel.
 40,000                                                                                                        Seasonally, reactive workload is traditionally
                                                                                                               lower in the winter months with variations
 30,000
                                                                                                               in climate influencing call volume and
 20,000                                                                                                        criminal behaviour. Compared to the
                                                                                                               same period last year, service time for both
 10,000
                                                                                                               the third quarter and year-to-date shows
     0                                                                                                         minimal change.
                   Q1                         Q2                          Q3                          Q4
                                                                                                                                                                                                               15



Community and Social Services –
Employment and Financial Assistance

Measure 24: Number of cases and number of beneficiaries in receipt of Ontario Works and
Ontario Disability Support Program

                                                                                                                                      The OW Caseload increased
           Q1 2008       Q2 2008        Q3 2008      Q4 2008                    Q1 2009                      Q2 2009                                   Q2 to
                                                                                                                                      by 2.5% from Q12009 Q2.
  35,000                                                                                                                              A contributing factor is the
                                                                                                                                      Ottawa unemployment
  30,000                                                                                                                              rate, which rose by 2.2%
                                                                                                                                      from January 2009 to June
  25,000                                                                                                                              2009 (4.2% to 6.4%). The
                                                                                                                                      Conference Board of Canada
  20,000
                                                                                                                                      predicted that the impact
                                                                                                                                      of the global economic
  15,000
                                                                                                                                      recession would be noticed
                                                                                                                                      in Ottawa by Spring 2009.
           14,645
           14,534
           14,227
           13,911
           14,458
           14,826

                               28,870
                               28,737
                               28,166
                               27,341
                               27,674
                               28,235

                                                   19,818
                                                   20,000
                                                   20,198
                                                   20,436
                                                   20,715
                                                   20,889

                                                                                        30,574
                                                                                        30,196
                                                                                        30,437
                                                                                        30,817
                                                                                        31,256
                                                                                        31,504
  10,000
                                                                                                                                      The ODSP caseload and
   5,000                                                                                                                              beneficiary numbers are
                                                                                                                                      less affected by economic
      0                                                                                                                               indicators and, as such,
               Caseload            Bene ciaries
                       Ontario Works
                                                           Caseload
                                                                               ODSP
                                                                                               Bene ciaries                           have experienced minimal
                                                                                                                                      change from the last quarter.
Note: EFA data is reported with a one quarter lag.


Measure 25: Number of intake/inquiry calls, cases screened and cases granted (Ontario
Works and Essential Health & Social Support)

                                                          Q1 2008                    Q2 2008                  Q3 2008                     Q4 2008                     Q1 2009                     Q2 2009

                                                  4,000

Although a decrease in call                       3,500
volumes has been observed
                                                  3,000
in Q2, volumes have not
returned to pre-strike (OC                        2,500
Transpo) levels. A contributing
                                                  2,000
factor is the higher
unemployment rate.                                1,500

Note: EFA data is reported                        1,000
                                                             2,785
                                                                     2,866
                                                                             3,435
                                                                                     2,858
                                                                                             3,835
                                                                                                     3,163

                                                                                                              1,912
                                                                                                                      2,006
                                                                                                                              2,018
                                                                                                                                      1,930
                                                                                                                                              2,479
                                                                                                                                                      2,158

                                                                                                                                                              1,250
                                                                                                                                                                       1,292
                                                                                                                                                                               1,321
                                                                                                                                                                                       1,289
                                                                                                                                                                                               1,545
                                                                                                                                                                                                       1,419




with a one quarter lag.
                                                   500

                                                     0
                                                                      # of intake calls                               # of cases screened                              # of cases granted
16




Measure 26: Average number of persons participating in employment programs (includes
workshops and attendance at Employment Resource Areas)


                       Q1                 Q2                Q3                  Q4               Q2 2009

     25,000



     20,000
                                                                                                                                   The Q2 increase in the number of
                                                                                                                                   participants (increase of 2.34%) is
                                                                                                                                   consistent with the increase in the overall
              19,181

                        18,920

                                 18,313

                                          17,531


                                                   17,457

                                                             17,574

                                                                      17,534

                                                                               17,121


                                                                                        17,659

                                                                                                 18,073
     15,000
                                                                                                                                   OW Caseload.
     10,000                                                                                                                        Note: EFA data is reported with a one
                                                                                                                                   quarter lag.
      5,000



         0
                            2007                                 2008                                2009




Measure 27: Number of Ontario Works cases terminated


                                                                                                                          Q1                Q2             Q3                 Q4           Q2 2009

                                                                                                          1,800



Despite increased applications and a                                                                      1,500

higher unemployment rate, the level of
terminations has remained the same                                                                        1,200

as Q2 2007 and Q2 2008. The steady
                                                                                                                  1,369

                                                                                                                          1,382

                                                                                                                                  1,474

                                                                                                                                          1,344


                                                                                                                                                  1,199

                                                                                                                                                          1,379

                                                                                                                                                                  1,477

                                                                                                                                                                          1,309


                                                                                                                                                                                   1,277

                                                                                                                                                                                           1,319




termination rate is attributed to effective                                                                 900

and responsive employment programs.
                                                                                                            600
Note: EFA data is reported with a one
quarter lag.
                                                                                                            300


                                                                                                              0
                                                                                                                               2007                          2008                            2009
Q3 2009 Quarterly Performance Report to Council                                  Community and Social Services - Employment and     17
                                                                                 Financial Assistance




Measure 28: Average number of days from application to verification for Ontario Works


               Q1            Q2          Q3               Q4           Q2 2009

   6.0
                                                                                           The number of applications in Q2 was
   5.0                                                                                     higher than most previous quarters
                                                                                           (with the exception of the OC Transpo
   4.0
                                                                                           strike increase of Q1 2009 and influx
                                                                                           of immigrants in Q3 2008). This higher
                                                                                           volume of applications had a slight
         3.8

               3.9

                     3.7

                           4.2


                                  4.4

                                        4.2

                                              4.6

                                                    4.1


                                                               4.4

                                                                     4.5
   3.0
                                                                                           impact on the number of days from
   2.0
                                                                                           application to verification.
                                                                                           Note: EFA data is reported with a one
   1.0                                                                                     quarter lag.

   0.0
                 2007                     2008                        2009
18



Fire Services
Measure 29: Number of incidents responded to by Fire Services

                        Current
                                             2007               2008                 2009
                        Quarter

     8,000

     7,000
                                                                                                                     Yearly total numbers show a gradually
     6,000                                                                                                           increasing trend. The number for Q3
                                                                                                                     2009 has increased by 3.7% from last
             5,637

                     5,845

                             6,319

                                     6,047

                                             6,485

                                                     6,594

                                                             6,629

                                                                     6,650

                                                                             6,897

                                                                                      6,343

                                                                                              6,763
     5,000
                                                                                                                     year (Q3 2008) and by 4% from the same
     4,000                                                                                                           reporting period two years ago (Q3 2007).
     3,000
                                                                                                                     The increase in the number of incidents is
                                                                                                                     partially due to a 20% increase in motor
     2,000                                                                                                           vehicle accident responses.
     1,000

        0
                     Q1                      Q2                      Q3                        Q4




Measure 30: Number of residential fire related injuries and fatalities

                                                                                              Current
                                                                                                                 Injuries         Fatalities
                                                                                              Quarter
                                                                                                                            0




                                                                             24
                                                                                                                                                              0




                                                                             20
                                                                                                                      2




                                                                                                                                                                        0




                                                                             16
                                                                                     1




To properly analyze the
trend, a greater number of
                                                                                                                                                    1




                                                                                                                                                                   1
                                                                                                      0




                                                                             12
years will need to be studied.
                                                                                                                                               0
                                                                                              4




                                                                                                                                                         0
                                                                                                                                 2

                                                                                                                                      1




                                                                              8
                                                                                                           1

                                                                                                                1




                                                                              4
                                                                                                                                                                        16
                                                                                     16

                                                                                              10

                                                                                                      12

                                                                                                           6

                                                                                                                6

                                                                                                                     16

                                                                                                                            24

                                                                                                                                 10

                                                                                                                                      10

                                                                                                                                               11

                                                                                                                                                    13

                                                                                                                                                         10

                                                                                                                                                              23

                                                                                                                                                                   13




                                                                              0
                                                                                     Q1       Q2     Q3    Q4   Q1    Q2     Q3 Q4    Q1       Q2   Q3 Q4     Q1   Q2 Q3
                                                                                                   2006                     2007                    2008            2009
Q3 2009 Quarterly Performance Report to Council                                                   Fire Services                                         19




Measure 31: Average monthly call volume

                     Current
                                           2007               2008                2009
                     Quarter
  2,500



  2,000
                                                                                                           There was a 0.1% increase in the average
                                                                                                           monthly call volume from Q3 2008 to Q3
          1,879

                  1,948

                          2,106

                                  2,026

                                          2,162

                                                  2,198

                                                          2,209

                                                                  2,217

                                                                          2,299

                                                                                  2,114

                                                                                          2,254
  1,500
                                                                                                           2009. There has been a slightly increasing
                                                                                                           trend in the total average monthly call
  1,000                                                                                                    volume between 2007 and 2009.

   500



     0
                  Q1                      Q2                      Q3                      Q4
20



Social Housing and Shelter Management
Measure 32: Average nightly bed occupancy rate in emergency shelters

                                                       We have observed a steady increase in
                 Current
                 Quarter
                        2007      2008  2009           occupancy rate, especially in the use of our
                                                       family emergency shelters and overflow
  140 %
                                                       sites. The Q3 results show that on average
                                                       we have a shortage of 310 beds per night.
  130 %
                                                       In quarters where the occupancy exceeded
  120 %
                                                       100%, the City made use of its overflow
                                                       facilities to accommodate the demand. In
  110 %
                                                       Q2 the bed capacity was 972 beds, and in
                                                       Q3 we increased the bed capacity to 986.
                                                       Due to this increase in bed capacity the
  100 %
                                                       percentage of Occupancy Rate Change
                                                       from Q2 to Q3 was reduced and does not
   90 %
                                                       effectively reflect the increased numbers
       84.7

              101.2

                      108.5

                              89.6

                                     101.9

                                             110.0

                                                     102.9

                                                             115.4

                                                                     131.5

                                                                             105.3

                                                                                     118.0


                                                       in our shelter system. If we use the same
   80 %
            Q1         Q2           Q3       Q4
                                                       bed capacity of 972 in our calculations for
                                                       Q3, we notice a 21.27% increase between
                                                       Q2 and Q3 instead of the calculated
Occupancy Rate Change in Quarters of 19.55%, as shown in the chart. This also represents a 13.95%
increase from the same quarter in 2008.




Measure 33: Percentage of individuals and families on the social housing waiting list placed

During the third quarter of 2009, 4.5%                                                                   Current
                                                                                                                            2007            2008         2009
                                                                                                         Quarter
of households on the centralized waiting
list were placed in social housing. The                                                      8%

quarterly average for the last twelve
quarters was 4.98% (5.0% rounded),
consistent with the 2009 Q2 twelve                                                           6%

quarters average. Since there has been no
new RGI housing added to the stock, the
number of households placed depends                                                          4%
                                                                                                  4.6

                                                                                                        4.8

                                                                                                              4.2


                                                                                                                    4.5

                                                                                                                          4.6

                                                                                                                                4.4

                                                                                                                                      5.9

                                                                                                                                             5.0

                                                                                                                                                   4.5

                                                                                                                                                         6.2

                                                                                                                                                                4.7




on the number of households that vacate
existing social housing units. As per the
seasonal norm, more households vacated                                                       2%

during the warmer summer months. As of
September 30, 2009, there were 10,383
households on the waiting list for social                                                    0%
                                                                                                        Q1                Q2                 Q3                 Q4
housing.
                                                                                                                                                                                         21



Parks, Recreation and Cultural Services
Measure 34: Number of participants in registered programs per 1,000 population

                  Current
                                      2007                2008            2009
                  Quarter

    80
                                                                                                          The number of participants in registered
    70
                                                                                                          programs per 1,000 population has
    60                                                                                                    increased by 4.1% in Q3 2009 from Q3
                                                                                                          2008.
    50
                                                                                                          Note:
         47.3

                47.0

                       47.9

                              50.7

                                     51.8

                                            52.4

                                                   54.8

                                                           58.2

                                                                  60.6

                                                                           65.3

                                                                                  73.6
    40
                                                                                                          Q1 = Winter and March break registration
    30
                                                                                                          periods
                                                                                                          Q2 = Spring registration period
    20                                                                                                    Q3 = Summer registration period
                                                                                                          Q4 = Fall registration period
    10

     0
                Q1                   Q2                     Q3                    Q4




Measure 35: Number of participants and available spaces in registered programs

                                                                                         Current
                                                                                                            Registered                     Available spaces
                                                                                         Quarter
The overall number of                                       100,000
participants in registered
programs increased by 4.1% in
Q3 2009 from Q3 2008, while                                  80,000

the number of available spaces
increased by 6.2% within the                                 60,000
same period, a reflection of new
summer programs.
                                                             40,000
Note:
                                                                         40,925
                                                                         64,875
                                                                                  43,856
                                                                                  66,016
                                                                                             47,418
                                                                                             70,339
                                                                                                      56,514
                                                                                                      83,213
                                                                                                               40,543
                                                                                                               59,343
                                                                                                                         44,862
                                                                                                                                  63,218
                                                                                                                                           50,391
                                                                                                                                           75,515
                                                                                                                                                    63,764
                                                                                                                                                    93,062
                                                                                                                                                              41,492
                                                                                                                                                              64,507
                                                                                                                                                                       45,375
                                                                                                                                                                       63,636
                                                                                                                                                                                52,480
                                                                                                                                                                                80,206




Q1 = Winter and March break
registration periods                                         20,000

Q2 = Spring registration period
Q3 = Summer registration period
                                                                   0
Q4 = Fall registration period                                             Q1        Q2         Q3      Q4        Q1          Q2             Q3       Q4        Q1       Q2     Q3
                                                                                           2007                                      2008                                 2009
22




Measure 36: Percentage of program occupancy

                       Current
                                           2007               2008           2009
                       Quarter
     100 %
                                                                                           The percentage of program occupancy has
                                                                                           decreased by 1.3% from 66.7% to 65.4%
      80 %                                                                                 as a result of a number of new programs
                                                                                           being offered and the slow pick-up of these
      60 %
                                                                                           new programs.
             63.1

                    68.3

                           64.3

                                  66.4

                                         71.0

                                                71.3

                                                       67.4

                                                               66.7

                                                                      65.4

                                                                             67.9

                                                                                    68.5
                                                                                           Note:
      40 %
                                                                                           Q1 = Winter and March break registration
                                                                                           periods
      20 %
                                                                                           Q2 = Spring registration period
                                                                                           Q3 = Summer registration period
                                                                                           Q4 = Fall registration period
       0%
                    Q1                   Q2                     Q3                  Q4
                                                                                                                                                                                                  23



By-Law and Regulatory Services
Measure 37: Quarterly total call volume

                            Current
                                                        2007                       2008                      2009
                            Quarter
 25,000



 20,000


                                                                                                                                        There was an 11.9% increase in overall call
 15,000
                                                                                                                                        volume compared to the same time last year.

 10,000
                                                                                                  22,057
              11,259

                        15,804

                                  14,736

                                            18,863

                                                     20,040

                                                               21,604

                                                                          19,297

                                                                                    19,105



                                                                                                             15,229

  5,000                                                                                                               15,552



         0
                         Q1                          Q2                             Q3                                Q4




Measure 38: Quarterly call volume for the top four call types

                       Current
                       Quarter               2007                  2008             2009

 9,000

 8,000

 7,000

 6,000

 5,000

 4,000

 3,000

 2,000

 1,000
             4,053
             7,658
             6,253
                         4,977
                         5,450
                         6,367
                                           5,179
                                           5,177
                                           6,484
                                                     6,078
                                                     6,059


                                                                        2,210
                                                                        2,389
                                                                        2,678
                                                                                    3,777
                                                                                    4,016
                                                                                    4,026
                                                                                                           4,656
                                                                                                           4,031
                                                                                                           4,775
                                                                                                                      3,228
                                                                                                                      2,975


                                                                                                                                1,967
                                                                                                                                1,963
                                                                                                                                2,264
                                                                                                                                        3,204
                                                                                                                                        3,242
                                                                                                                                        3,779
                                                                                                                                                4,151
                                                                                                                                                4,222
                                                                                                                                                4,563
                                                                                                                                                        2,311
                                                                                                                                                        2,503


                                                                                                                                                                1,185
                                                                                                                                                                1,124
                                                                                                                                                                1,217
                                                                                                                                                                        2,871
                                                                                                                                                                        3,264
                                                                                                                                                                        2,800
                                                                                                                                                                                2,538
                                                                                                                                                                                2,983
                                                                                                                                                                                2,711
                                                                                                                                                                                         1,431
                                                                                                                                                                                         1,463




    0
              Q1                 Q2         Q3                Q4          Q1                 Q2             Q3             Q4    Q1      Q2       Q3      Q4     Q1      Q2        Q3        Q4
                                      Parking                                                      Animals                                    Noise                     Property Standards



There was a 25% increase in the Parking category as a result of the City Parking Enforcement unit
taking over the contract previously held by an external agency. Animal and Noise complaints increases
are attributed to City's housing growth. The decrease of 9% in Property Standards is linked to fewer
repeat complaints about properties.
24



Ottawa Public Health
Ottawa Public Health is unable to report on the measures below as in October and November staff was
redeployed to work on H1N1 activity and most OPH programs were suspended. Regular reporting will
resume in the Q1 2010 report.

Measure 39: Number of visits to the Sexual Health Centre
No chart

Measure 40: Number of visits to dental clinics
No chart

Measure 41: Number of visits to young families by a Public Health Nurse or family visitor

No chart

Measure 42: Number of health hazards responded to by health inspectors
No chart

Measure 43: Number of calls to the Public Health Information Line
No chart

Measure 44: Number of food premises inspections completed
No chart
                                                                                                                                                                                                   25



Ottawa Paramedic Service

Measure 45: Average number of monthly Paramedic Service vehicle responses by quarter

                     Current
                     Quarter                2007             2008                 2009

 10,000



  8,000
          8,078

                  8,456
                          8,792


                                  8,216

                                          8,813

                                                  9,420

                                                          8,289

                                                                  8,744

                                                                          9,513

                                                                                   8,251

                                                                                                               8,610
                                                                                                                                               There was a 9% increase in vehicle
  6,000                                                                                                                                        responses from Q3 2008, and the Q3
                                                                                                                                               2009 volume is consistent with that of Q2
  4,000
                                                                                                                                               2009.


  2,000



     0
                  Q1                      Q2                      Q3                                                Q4




Measure 46: Total quarterly Paramedic Service vehicle responses by priority code


                                                                                                                                      Q3 2009         Q3 2008          Q3 2007


There was a 27% reduction of                                                                                                        1,195
                                                                                                                         8            617
non-emergency responses (codes 1 and                                                                                                  541
2) from Q3 2008. Code 3 responses                                                                                                18,654
continued to rise, increasing 85%                                                                                                19,950
                                                                                         Dispatched Priority Code




                                                                                                                         4
                                                                                                                                 18,334
from Q3 2008 and 43% from Q2. As
                                                                                                                                  7,526
identified in the Q2 Report, this may                                                                                    3        4,061
be attributed to a new MoHLTC call-                                                                                               3,445
taking protocol implemented in June                                                                                                    811
2009.                                                                                                                    2           1,119
                                                                                                                                     1,818
(For definitions of the various categories,                                                                                           353
please see the Definitions section on                                                                                    1            485
                                                                                                                                      730
p. 39.)
                                                                                                                             0              5,000    10,000        15,000        20,000   25,000
                                                                                                                                                       Vehicle Responses
26




Measure 47: Ottawa Paramedic Service – ACP capture rate

For the above measure, the Ottawa Paramedic Service is unable to report ADDAS (ARIS Direct
Data Access System) Q3 data at this time due to a technical issue with the Ministry of Health’s data
distribution process.

(no chart)



Measure 48: 90th percentile response time for life threatening emergency calls

Response times are reported at the 90th                                                                                                                                    High Density
                                                                           Low Density                    High Density                 Overall Density
percentile. This means that nine times                                      24
                                                                                                                                                                           Target (8:59)
out of ten, code 4 calls have a response
                                                                            22
time of less than 12 minutes and 42
seconds in the High Density zone and                                        20

less than 21 minutes and 20 seconds                                         18
                                                                                         Q1 08
                                                                                         15:07                                       Q4 08           Q1 09
in the Low Density zone. The High                                           16                      Q2 08
                                                 Time in Minutes/Seconds




                                                                                                                      Q3 08          14:19           14:10          Q2 09            Q3 09
                                                                                                    13:56             13:20                                         13:19            13:39
Density Target response time is 8:59                                        14

whereas the Low Density Target is 15:59.                                    12
                                                                                 22:17

                                                                                          14:13

                                                                                                  20:46
                                                                                                           13:06

                                                                                                                   21:00

                                                                                                                           12:21

                                                                                                                                   22:17
                                                                                                                                           13:00

                                                                                                                                                   23:01
                                                                                                                                                           13:08

                                                                                                                                                                   20:33
                                                                                                                                                                           12:22

                                                                                                                                                                                   21:20
                                                                                                                                                                                           12:42
Q3 response times show a 20-second                                          10

increase in overall densities. Q3                                            8

performance still does not reflect the                                       6

additional paramedics approved in the 2009                                   4

budget.                                                                      2

(For definitions of the various categories,                                  0
                                                                                     Q1               Q2               Q3             Q4               Q1             Q2               Q3
please see the Definitions section on p. 39.)                                                                 2008                                                           2009
                                                                                                                                                                      27



Ottawa Public Library
Measure 49: Number of circulations per capita (Library)


                   Current
                                      Q1            Q2            Q3              Q4
                   Quarter
   4.00
                                                                                                         This chart reflects the total number of
                                                                                                         library items borrowed in a three-month
                                                                                                         period on a per capita basis. In the third
   3.00
                                                                                                         quarter of 2009, circulation increased
                                                                                                         by 6% compared to same period in
                                                                                                         2007, and increased by 1.5% compared
          2.92

                 2.82

                        2.93

                               2.84


                                      2.90

                                             2.91

                                                    3.04

                                                           2.88


                                                                  2.92

                                                                         2.92

                                                                                3.05
   2.00
                                                                                                         to the same period in 2008. Note that
                                                                                                         the following event affected branch
                                                                                                         circulation in the third quarter of 2009:
                                                                                                         The Cumberland branch was closed
   1.00
                                                                                                         for renovations from July 27, 2009 to
                                                                                                         September 24, 2009, resulting in the loss
                                                                                                         of 52 service days.
   0.00
                    2007                       2008                        2009




Measure 50: Number of electronic visits per capita (Library)


                                                                                                  Current
                                                                                                  Quarter            Q1              Q2          Q3              Q4

                                                                                  2.00

This chart reflects the number of virtual
visits to the Ottawa Public Library
website on a per capita basis. In Q3 2009,                                        1.50

the per capita virtual visits ratio increased
                                                                                         1.38

                                                                                                1.62

                                                                                                       1.62

                                                                                                              1.66


                                                                                                                     1.58

                                                                                                                            1.62

                                                                                                                                   1.66

                                                                                                                                          1.64


                                                                                                                                                 1.68

                                                                                                                                                        1.65

                                                                                                                                                               1.74




by 4.8% compared to the same period
in 2008. The number of virtual visits in                                          1.00

the third quarter of 2009 increased by
10.2% over the same period in 2007 and
increased by 6.1% over the same period                                            0.50
in 2008.

                                                                                  0.00
                                                                                                  2007                        2008                        2009
28



Fleet Services
Measure 51: Operating cost per km ($) – fire trucks and ambulances
                     Current
                                                 2007              2008                      2009
                     Quarter
 $3.00


 $2.50


 $2.00


 $1.50


 $1.00


 $0.50
                                                                                          2.28
             2.17

                      2.27

                                2.19


                                          2.43

                                                    1.96




                                                                         2.73

                                                                                   1.87




                                                                                                    1.96

                                                                                                           2.50




                                                                                                                     0.45

                                                                                                                            0.55

                                                                                                                                   0.57


                                                                                                                                                   0.42

                                                                                                                                                              0.62

                                                                                                                                                                             0.51


                                                                                                                                                                                         0.48

                                                                                                                                                                                                   0.59




                                                                                                                                                                                                                            0.49

                                                                                                                                                                                                                                           0.58
                                                           2.21




                                                                                                                                                                                                            0.49
 $0.00
                      Q1                            Q2                             Q3                      Q4               Q1                                Q2                                   Q3                                      Q4
                                                            Fire Trucks                                                                                               Ambulances



The Q3 2009 Operating Cost per Kilometre for ambulances decreased compared to Q3 2008 due to
lower fuel costs. The Operating Cost per Kilometre for fire trucks decreased compared to Q3 2007 and
increased compared to Q3 2008. Q3 2008 had lower than average operational costs for the period. Cost
per km tends to fluctuate more for fire trucks than other vehicles because they are typically low kilometre
vehicles, therefore small variations in the number of kilometres travelled can result in wide variations in
cost per kilometre from quarter to quarter.


Measure 52: Operating cost per km ($) – other vehicles (light and heavy)

                      Current
                                                 2007             2008                2009
                      Quarter
     $1.75                                                                                                                                 Current
                                                                                                                                           Quarter                      2007                    2008               2009

                                                                                                                            $35
     $1.50


     $1.25
                                                                                                                            $30

     $1.00


     $0.75                                                                                                                  $25


     $0.50
                                                                                                                            $20
                                                                                                                                                      17.08




     $0.25
             0.33
             0.33
             0.30
                         0.31
                         0.35
                         0.28
                                        0.31
                                        0.32
                                        0.25
                                                        0.31
                                                        0.27


                                                                    0.93
                                                                    1.11
                                                                    1.20
                                                                                    1.20
                                                                                    1.52
                                                                                    1.64
                                                                                                 1.22
                                                                                                 1.49
                                                                                                 1.26
                                                                                                           1.01
                                                                                                           1.39




                                                                                                                                   18.23

                                                                                                                                           18.23




                                                                                                                                                                     26.12

                                                                                                                                                                                33.18

                                                                                                                                                                                        32.59


                                                                                                                                                                                                   28.27

                                                                                                                                                                                                           22.84

                                                                                                                                                                                                                    20.76


                                                                                                                                                                                                                                   18.56

                                                                                                                                                                                                                                              24.80




     $0.00                                                                                                                  $15
                Q1             Q2           Q3             Q4            Q1             Q2           Q3         Q4                         Q1                            Q2                      Q3                                           Q4
                             Other Vehicles - Light                             Other Vehicles - Heavy (Km Units)                                                Other Vehicles - Heavy (Hour Units, $/Hr)



The Operating Cost per Kilometre for Other Vehicles – Light has been consistent from year to year and
from one quarter to another. This category contains a large number of vehicles that, on average, travel
a large number of kilometres, resulting in smaller fluctuations in the average cost per kilometre than for
categories of vehicles that travel fewer kilometres. In contrast, the results for Other Vehicles – Heavy
(graders, snowplows, tractors, etc.) fluctuate more widely. The Operating Cost per Kilometre for Other
Vehicles – Heavy (km units) decreased compared to Q3 2008 due to increased utilization in 2009 while
operating costs remained similar.
Q3 2009 Quarterly Performance Report to Council                                                                                                                   Fleet Services                                                                                                               29




Measure 53: Fuel usage in litres – fire trucks and ambulances

                                                     Current
                                                                                   2007                    2008                  2009
                                                     Quarter
                            250



                            200
       Litres (thousands)




                            150



                            100
                                        108

                                                     108

                                                              114


                                                                            120

                                                                                         125

                                                                                                   135


                                                                                                              135

                                                                                                                         121

                                                                                                                                137


                                                                                                                                             125

                                                                                                                                                     123




                                                                                                                                                                           188

                                                                                                                                                                                       199

                                                                                                                                                                                              205


                                                                                                                                                                                                            177

                                                                                                                                                                                                                    174

                                                                                                                                                                                                                                183


                                                                                                                                                                                                                                         212

                                                                                                                                                                                                                                                     159

                                                                                                                                                                                                                                                            173


                                                                                                                                                                                                                                                                           187

                                                                                                                                                                                                                                                                                  172
                              50



                                  0
                                                     Q1                                  Q2                              Q3                          Q4                                Q1                           Q2                               Q3                           Q4
                                                                                                    Fire Trucks                                                                                                            Ambulances



This chart represents the total number of litres consumed within the specified time period. For emergency
response vehicles such as fire trucks and ambulances, the amount of fuel consumed will depend upon the
extent to which these vehicles are called to emergency situations. In addition, for fire trucks, the severity
of the fires could have an impact due to the fact that fire trucks must continue to run their engine while
fighting a fire. Given the consistency of the number of emergencies, the fuel usage figures have remained
fairly consistent from year to year and from quarter to quarter.



Measure 54: Fuel usage in litres – other vehicles (light and heavy)

                                                    Current
                                                                                  2007                    2008                  2009
                                                    Quarter
                            3.0


                            2.5


                            2.0
 Litres (millions)




                            1.5


                            1.0


                            0.5
                                      0.87
                                             0.69
                                                     0.78

                                                            0.84
                                                                    0.67
                                                                           0.81

                                                                                    0.92
                                                                                           0.63
                                                                                                   0.78

                                                                                                           0.90
                                                                                                                  0.72



                                                                                                                               1.13
                                                                                                                                      1.51
                                                                                                                                             1.24

                                                                                                                                                    0.60
                                                                                                                                                           0.49
                                                                                                                                                                  0.53

                                                                                                                                                                         0.54
                                                                                                                                                                                0.46
                                                                                                                                                                                       0.51

                                                                                                                                                                                              1.16
                                                                                                                                                                                                     1.05



                                                                                                                                                                                                                  0.42
                                                                                                                                                                                                                         0.85
                                                                                                                                                                                                                                0.82

                                                                                                                                                                                                                                       0.32
                                                                                                                                                                                                                                              0.36
                                                                                                                                                                                                                                                     0.33

                                                                                                                                                                                                                                                            0.26
                                                                                                                                                                                                                                                                   0.30
                                                                                                                                                                                                                                                                          0.29

                                                                                                                                                                                                                                                                                 0.57
                                                                                                                                                                                                                                                                                        0.52




                            0.0
                                             Q1                     Q2                        Q3                  Q4                  Q1                   Q2                   Q3                   Q4                  Q1                   Q2                   Q3                   Q4
                                                               Other Vehicles - Light                                                        Other Vehicles - Heavy (Km Units)                                                   Other Vehicles - Heavy (Hour Units)



This chart represents the total number of litres consumed within the specified time period. The litres
consumed in the Other Vehicles – Light category is consistent with Q1 2009 and Q2 2009. Q3 2008 had
lower than average litres consumed for the period. The Other Vehicles – Heavy category remained fairly
consistent with previous Q3s.
30




Measure 55: Fuel cost per km – fire trucks and ambulances

                     Current
                                          2007                   2008              2009
                     Quarter
 $0.80




 $0.60




 $0.40




 $0.20
              0.41

                      0.54

                               0.45


                                       0.46

                                                 0.64

                                                         0.49


                                                                     0.49

                                                                            0.60

                                                                                    0.47


                                                                                             0.48

                                                                                                    0.64




                                                                                                               0.25

                                                                                                                        0.30

                                                                                                                               0.27


                                                                                                                                              0.24

                                                                                                                                                        0.31

                                                                                                                                                                      0.23


                                                                                                                                                                                  0.27

                                                                                                                                                                                          0.32

                                                                                                                                                                                                  0.21


                                                                                                                                                                                                                0.25

                                                                                                                                                                                                                              0.31
 $0.00
                      Q1                         Q2                         Q3                      Q4                  Q1                              Q2                                Q3                                  Q4
                                                             Fire Trucks                                                                                              Ambulances




Measure 56: Fuel cost per km – other vehicles (light and heavy)

                     Current
                                        2007                    2008               2009
                     Quarter
     $0.60
                                                                                                                                      Current                     2007                   2008             2009
                                                                                                                                      Quarter

     $0.50                                                                                                            $13.00

                                                                                                                      $12.00

     $0.40
                                                                                                                      $11.00

                                                                                                                      $10.00
     $0.30
                                                                                                                       $9.00

     $0.20
                                                                                                                       $8.00

                                                                                                                       $7.00
     $0.10
             0.16
             0.20
             0.16
                       0.17
                       0.21
                       0.15
                                      0.17
                                      0.20
                                      0.15
                                                  0.18
                                                  0.13


                                                                 0.43
                                                                 0.60
                                                                 0.52
                                                                             0.40
                                                                             0.52
                                                                             0.38
                                                                                           0.38
                                                                                           0.55
                                                                                           0.34
                                                                                                     0.48
                                                                                                     0.60




                                                                                                                                                                                                         5.92



                                                                                                                       $6.00
                                                                                                                               6.36

                                                                                                                                      10.36

                                                                                                                                                 7.29


                                                                                                                                                               6.87

                                                                                                                                                                         12.09

                                                                                                                                                                                 7.54


                                                                                                                                                                                          7.13

                                                                                                                                                                                                 9.56




                                                                                                                                                                                                                       8.16

                                                                                                                                                                                                                                10.71
     $0.00                                                                                                             $5.00
              Q1          Q2           Q3               Q4          Q1           Q2           Q3          Q4                          Q1                           Q2                      Q3                                    Q4
                        Other Vehicles - Light                           Other Vehicles - Heavy (Km Units)                                                 Other Vehicles - Heavy (Hour Units, $/Hr)




Bulk fuel for City-owned tanks is acquired by the Supply Management Branch. In addition, there is a
standing offer for retail fuel purchases from specific stations. The Fleet Services Branch has continually
promoted the use of City-owned fuel sites because of the lower cost of fuel versus retail. This active
promotion, combined with the upgrading of various fuel sites, has resulted in a significant increase in the
use of City owned fuel sites in the past year.
The Fuel Costs per Kilometre for Fire Trucks, Ambulances, Other Vehicles – Light and Other Vehicles
– Heavy have decreased compared to Q3 2008 due to the lower price of fuel. The Fuel Costs per
Kilometre for Other Vehicles – Heavy (km units) is generally higher in winter months due to increased
diesel purchases from retail stations.
                                                                                                                                                                                                                   31



Communications and Customer Service
Measure 57: Contact Centre total calls answered

                        Current
                                                   2007                 2008                           2009                  Total *
                        Quarter                                                                                                                          Call volumes for the 3-1-1 Contact
300,000
                                                   2008
                                                                                                                                       700,000           Centre in Q3 2009 are fairly
                 2007
                                                  621,075                                                                                                consistent for July and August when
250,000         563,695
                                                                                 2009 (to date)
                                                                                                                                       600,000
                                                                                                                                                         compared with last year at this
                                                                                   503,050                                                               time. However, during September
                                                                                                                                       500,000
200,000                                                                                                                                                  this volume experienced a notable
                                                                                                                                       400,000           decrease, which is historically
150,000                                                                                                                                                  common for this month. Despite this,
                                                                                                                                       300,000           call volumes saw an approximate
100,000                                                                                                                                                  5% increase over last year. While
                                                                                                                                       200,000
                                                                                                                                                         calls offered in September were
 50,000                                                                                                                                                  comparable to the same month in
                                                                                             173,010
          119,078

                    144,697

                              158,355

                                        155,871

                                                   171,135

                                                             171,685

                                                                       158,044

                                                                                   164,449




                                                                                                         130,702

                                                                                                                   140,794

                                                                                                                                       100,000
                                                                                                                                                         2008, capacity to answer was hindered
     0                                                                                                                                 0                 due to staffing challenges.
                    Q1                             Q2                              Q3                              Q4


* Annual totals are plotted on the secondary axis




Measure 58: Percentage of calls answered within 120 seconds (target 80%)

                                                                                                                               Current                                                     Annual         Target
                                                                                                                                                  2007          2008       2009
                                                                                                                               Quarter                                                     Average        (80%)
                                                                                                                      100 %

                                                                                                                                           2007               2008        2009 (to date)
The service level was surpassed for the                                                                                 80 %
                                                                                                                                           81%                81%             80%

months of July and August, but dropped
                                                                                                                                   81

                                                                                                                                           77

                                                                                                                                                  81

                                                                                                                                                         83

                                                                                                                                                              79

                                                                                                                                                                     83

                                                                                                                                                                          84

                                                                                                                                                                               79

                                                                                                                                                                                    77

                                                                                                                                                                                              77

                                                                                                                                                                                                     90




below the desired level for the month of
September. This drop caused the average                                                                                 60 %

service level for Q3 to drop below the
desired level of 80%. The cause for this                                                                                40 %
decline was staffing pressures at the Call
Centre throughout the latter portion of
                                                                                                                        20 %
Q3.

                                                                                                                             0%
                                                                                                                                           Q1                 Q2               Q3                    Q4
32




Measure 59: 3-1-1 top 5 service requests (by quarter; annually)

          Current
          Quarter                Q1 2008                       Q2 2008                Q3 2008                   Q4 2008    Q1 2009   Q2 2009
                                                                                                                                               Q3 2009
     25,000



     20,000



     15,000



     10,000




                                                                                                                            520
                                                                                                                          3,396
                                                                                                                          3,050
                                                                                                                          1,409
                                                                                                                            588
                                                                                                                          3,842
                                                                                                                          4,141
      5,000
              15,804
              20,040
              19,105
              15,552
              14,736
              21,604
              22,057
                                           6,790
                                          11,866
                                          13,528
                                           7,180
                                           4,258
                                           5,851
                                           7,328
                                                                           20,712
                                                                           11,016
                                                                            5,413
                                                                            8,896
                                                                            9,670
                                                                            9,266
                                                                            7,424
                                                                                                       3,642
                                                                                                       8,438
                                                                                                       7,265
                                                                                                       5,269
                                                                                                       5,220
                                                                                                       8,277
                                                                                                       9,314
          0
                        By-law                     Solid Waste                   Roads                 Water and Sewer       Trees
                       Services*                    Collection                Maintenance


*As provided by By-law Services; includes parking control


                                     2008 Total                           2009 Total (YTD)

     80,000

     70,000

     60,000

     50,000

     40,000

     30,000

     20,000
                                                                                               8,375

                                                                                                        8,571
              70,501

                        58,397


                                 39,364

                                          17,437


                                                      46,037

                                                                 26,360


                                                                             24,614

                                                                                      22,811




     10,000

         0
                 By-law          Solid Waste             Roads               Water and            Trees
                Services          Collection          Maintenance             Sewer


The top five Service Request volumes for Q3 2009 are, on average, very similar to those of Q3 2008.
Solid Waste Collection requests are down significantly from last year, but seem to be following a level
trend so far in 2009. Both Roads Maintenance and Trees requests are up from last year. Water and
Sewer requests are up from last year and up from Q2 2009, which is likely due to the flooding issues that
occurred in late July.
Q3 2009 Quarterly Performance Report to Council                                                                Communications and Customer Service   33




Measure 60: 3-1-1 top 5 information requests (by quarter; annually)

           Current
                                 Q1 2008                        Q2 2008              Q3 2008                  Q4 2008   Q1 2009       Q2 2009
           Quarter

   10,000




    8,000



    6,000



    4,000



    2,000
                 4,848
                 6,891
                 6,051
                 5,894
                 8,545
                 7,373
                 5,765
                                              7,520
                                              5,851
                                              7,275
                                              3,064
                                              7,169
                                              5,072
                                              6,219
                                                                            3,789
                                                                            3,488
                                                                            3,376
                                                                            2,842
                                                                            4,135
                                                                            3,103
                                                                            2,478
                                                                                                     2,177
                                                                                                     2,990
                                                                                                     2,444
                                                                                                     2,082
                                                                                                     2,432
                                                                                                     3,647
                                                                                                     3,122
                                                                                                                        2,645
                                                                                                                        2,282
                                                                                                                        1,992
                                                                                                                        1,627
                                                                                                                        2,103
                                                                                                                        5,123
                                                                                                                        4,335
           0
                      Employee                       Recreation               Parking Tickets                 Garbage     Transfers
                    Phone Number




                                          2008 Total                      2009 Total (YTD)

  25,000



  20,000



  15,000



  10,000
               23,684

                        21,683


                                 23,710

                                            18,460


                                                       13,495

                                                                  9,716


                                                                             9,693

                                                                                     9,201


                                                                                             8,546

                                                                                                     11,561




   5,000



      0
             Employee   Recreation                        Parking             Garbage         Transfers
           Phone Number                                   Tickets


Three of the top five Information Requests continued to decline in volume from the previous period.
Employee Phone Number, Parking Tickets, and Transfers have on average been declining for most of
2009. Recreation and Garbage, on the other hand, have experienced volume increases from the previous
period and over the same period in 2008. Employee Phone Number and Parking Ticket requests could
continue to decline in the foreseeable future due to online adoption of these services. Notably, requests
concerning Transfers seem to have leveled out to more historic levels.
34




Measure 61: Total Client Service Centre transaction volumes (by quarter; annually)

                                               Current                      Q1 2008                   Q2 2008                  Q3 2008                     Q4 2008                   Q1 2009                 Q2 2009
                                               Quarter
 30,000


 25,000


 20,000


 15,000


 10,000




                                                                                                                            4,121
                                                                                                                                    5,664
                                                                                                                                    3,809
                                                                                                                                    2,498
                                                                                                                                    3,718
                                                                                                                                    5,653
                                                                                                                                    5,371

                                                                                                                                                            511
                                                                                                                                                                  1,073
                                                                                                                                                                    531
                                                                                                                                                                    360
                                                                                                                                                                    561
                                                                                                                                                                    888
                                                                                                                                                                    167

                                                                                                                                                                                            365
                                                                                                                                                                                            522
                                                                                                                                                                                            141
                                                                                                                                                                                            117
                                                                                                                                                                                            320
                                                                                                                                                                                            563
                                                                                                                                                                                            112

                                                                                                                                                                                                                          637
                                                                                                                                                                                                                                938
                                                                                                                                                                                                                                274
                                                                                                                                                                                                                                170
                                                                                                                                                                                                                                564
                                                                                                                                                                                                                                897
                                                                                                                                                                                                                                219
     5,000
             20,930
             25,371
             20,102
             19,619
             23,462
             25,654
             17,800

                                                          8,244
                                                         10,304
                                                          6,346
                                                          5,466
                                                          7,059
                                                         10,868
                                                         14,634

                                                                                              6,515
                                                                                              7,934
                                                                                              4,619
                                                                                              4,170
                                                                                              6,228
                                                                                              7,948
                                                                                              5,020
         0
                          City Hall                      Ben Franklin Place                           Orléans                            Kanata                        Metcalfe                    Kinburn                      North Gower




                                                         2008 Total                            2009 Total (YTD)
                                                                                                                                                                Overall, the Client Service Centre transaction
     90,000
                                                                                                                                                                volume has decreased over the previous
     80,000                                                                                                                                                     period and returned to a more historically
     70,000                                                                                                                                                     average level. The only centre that saw
     60,000                                                                                                                                                     an increase over the last quarter was Ben
     50,000
                                                                                                                                                                Franklin Place. When compared to Q3 2008,
     40,000
                                                                                                                                                                the transaction volumes experienced an
                                                                                                                                                                approximate total increase of 20%. Both Q1
     30,000
                                                                                                                                                                and Q2 include property tax due dates, which
     20,000
                                                                                                                                                                impact transaction volumes. As there are no
                                                                                                                                                                property tax due dates in Q3, transaction
                 86,022

                           66,916

                                      30,362
                                                32,561

                                                          23,238

                                                                   19,196

                                                                            16,092
                                                                                     14,742

                                                                                              2,475

                                                                                                      1,616

                                                                                                              1,145
                                                                                                                      995

                                                                                                                               2,019

                                                                                                                                        1,680




     10,000

             0                                                                                                                                                  volumes decrease naturally in this quarter.
                     City               Ben       Orléans                    Kanata           Metcalfe        Kinburn               North
                     Hall           FranklinPlace                                                                                   Gower




Measure 62: E-Services adoption

                                                                                                                                                Current
                                                                                                                                                                          2007                 2008                     2009              Annual Average
                                                                                                                                                Quarter
                                                                                                                                       100 %


Visits to Ottawa.ca continued their steady                                                                                                                                                                                        2009
                                                                                                                                                                                                                                  95.1
incline over the course of Q3 2009. This,                                                                                               95 %

coupled with average call and email
volumes to the Contact Centre, has                                                                                                      90 %
                                                                                                                                                                                                   2008
                                                                                                                                                                                                   89.0
increased the e-service adoption rate to                                                                                                                               2007
                                                                                                                                                                       86.5
over 96%. Strengthening this assumption
                                                                                                                                        85 %
is the decrease in call volumes for services
                                                                                                                                                  87.0
                                                                                                                                                         88.0
                                                                                                                                                                94.0


                                                                                                                                                                              86.0
                                                                                                                                                                                     88.0
                                                                                                                                                                                            95.0


                                                                                                                                                                                                          85.5
                                                                                                                                                                                                                 89.0
                                                                                                                                                                                                                        96.4


                                                                                                                                                                                                                                   87.4
                                                                                                                                                                                                                                          91.0




such as Parking and Employee Phone
Numbers, which are offered online.                                                                                                      80 %



                                                                                                                                        75 %
                                                                                                                                                           Q1                          Q2                           Q3                      Q4
                                                                                                                                                                                        35



Road and Traffic Operations and Maintenance
Measure 63: Cost per lane km of road

                     Current
                                           2007            2008         2009
                     Quarter

$4,500

$4,000
                                                                                                               The costs per lane km of roads
$3,500                                                                                                         maintained for Q3 2009 is
                                                                                                               comparable with those of prior years.
$3,000
                                                                                                               Note: The Q2 2008 and Q3 2008
$2,500
                                                                                                               reported costs per lane km have been
$2,000                                                                                                         revised to reflect the costs of the activities
$1,500                                                                                                         within the quarter, instead of the
                                                                                                               accounting balances at the end of the
$1,000
                                                                                                               quarter.
                                                     566

                                                           628

                                                                  672
         2,303

                 4,011
                         3,183


                                 921

                                       1,078

                                               888




                                                                        2,574

                                                                                2,129

 $500

   $0
                 Q1                    Q2                   Q3                  Q4




Measure 64: Number of 3-1-1 calls related to roads

                                                                                                       Current
                                                                                                                                      2007             2008                2009
                                                                                                       Quarter

The City of Ottawa maintains a road                                             20,000
network of 11,581 km. Maintenance                                               18,000
work is carried out either as planned
                                                                                16,000
cyclical work or in response to specific
                                                                                14,000
requests for service by residents. In Q3
2009 (July, August and September), 6,942                                        12,000

service request were received. This is 647                                      10,000
more requests for service than received
                                                                                 8,000
in Q3 2008. The additional calls were
                                                                                 6,000
mainly concerned with pothole repairs
(312 requests) and dead animal pick-ups                                          4,000
                                                                                            4,137

                                                                                                    18,990
                                                                                                             9,104

                                                                                                                     7,119

                                                                                                                             10,678

                                                                                                                                       8,763


                                                                                                                                               5,537

                                                                                                                                                       6,295

                                                                                                                                                               6,942

                                                                                                                                                                       10,538

                                                                                                                                                                                7,865




(214 requests) City wide.                                                        2,000

                                                                                        0
                                                                                                    Q1                       Q2                        Q3                       Q4
36




Measure 65: Cost per km of sidewalks/pathways

                       Current
                                            2007            2008         2009
                       Quarter

 $3,000



 $2,500



 $2,000                                                                                                    The cost per lane of sidewalks maintained
                                                                                                           for Q3 2009 is comparable to the Q3 cost
 $1,500
                                                                                                           for 2008 and 2007.

 $1,000



     $500
            1,677

                    2,597

                            2,222

                                    577

                                          785

                                                499


                                                      565

                                                            566

                                                                   568


                                                                         1,710
                                                                                 1,789




       $0
                    Q1                    Q2                Q3                   Q4




Measure 66: Number of 3-1-1 calls related to sidewalks/pathways

                                                                                                     Current
                                                                                                                        2007         2008            2009
                                                                                                     Quarter

                                                                                  2,000

                                                                                  1,800

                                                                                  1,600

                                                                                  1,400

Q3 2009 service requests related to                                               1,200
sidewalks and pathways are up slightly but
                                                                                  1,000
are broadly within seasonal norms.
                                                                                     800

                                                                                     600

                                                                                     400

                                                                                     200
                                                                                             614

                                                                                                   1,800

                                                                                                           584

                                                                                                                 390

                                                                                                                       531

                                                                                                                             541

                                                                                                                                   326

                                                                                                                                         406

                                                                                                                                               502

                                                                                                                                                      1,847

                                                                                                                                                              913




                                                                                         0
                                                                                                   Q1                  Q2                Q3                   Q4
                                                                                                                                                                                            37



Transportation Planning
Measure 67: Bicycle volumes (8 a.m. to 9 a.m. and 4 p.m. to 5 p.m.) at seven key locations

                 Q4 2008               Q1 2009                     Q2 2009                Q3 2009
                                                                                                                       Q4 2008          Q1 2009            Q2 2009             Q3 2009
  1,600
                                                                                                           800

  1,400
                                                                                                           700
  1,200
                                                                                                           600

  1,000
                                                                                                           500

   800
                                                                                                           400

   600
                                                                                                           300

   400
                                                                                                           200

   200
                                                                                                           100
                                             1,032
          316
                61
                     264
                           511

                                 526
                                       151


                                                     1,346

                                                             174
                                                                   44
                                                                        203
                                                                              309

                                                                                    135
                                                                                          47
                                                                                               196
                                                                                                     246




                                                                                                                 157

                                                                                                                       21

                                                                                                                            518

                                                                                                                                  708


                                                                                                                                         23

                                                                                                                                               10

                                                                                                                                                     77

                                                                                                                                                           145


                                                                                                                                                                     85

                                                                                                                                                                          24

                                                                                                                                                                                181

                                                                                                                                                                                      269
     0
                                                                                                            0
          Corkstown Bridge       Pretoria Bridge             Bank St. Bridge        Cummings Bridge
                                                                                                                  Island Park Site 1       Island Park Site 2        Hog's Back Bridge



Bicycles were counted between 8 a.m. to 9 a.m. and from 4 p.m. to 5 p.m on August 5, 2009 at seven
key locations. Bicycle volumes for the current quarter increased at all locations, representing the highest
bicycle volumes compared to all other previously reported quarters. The weather for the current quarter
count included moderate temperatures (19.1 oC) and no precipitation, and was the most favourable
weather condition compared to all other previously reported quarters. Note that this information reflects
absolute volumes rather than the relative change to automobile traffic. An annual indicator that takes
this into account is available on Ottawa.ca (http://www.ottawa.ca/residents/onthemove/future/monitoring/cycling_
index/index_en.html).
38



Infrastructure Services
Measure 68: Total asphalt tendered in tonnes for City managed projects only (renewal,
extensions, widening)

                         Current
                                                         2007                   2008                  2009
                         Quarter

 200,000



 160,000
                                                                                                                   Reporting is on the basis of estimated
                                                                                                                   quantities at the time of tender. Reported
 120,000
                                                                                                                   volumes do not include quantities for
                                                                                                                   private sites or developer-managed
     80,000                                                                                                        projects.
                                29,010




                                                                                22,537




     40,000
                                                                                                   3,764

                                                                                                           9,784
              37,623

                       48,752




                                         195,462

                                                   133,497

                                                             131,678

                                                                       33,408



                                                                                         158,972




         0
                       Q1                          Q2                           Q3                         Q4
                                                                                                                  39



Definitions and Explanatory Notes
           Measure                                   Definition or Explanatory Note
Measure 3: On-time service          The percentage of service never running early or more than 5 minutes late.
performance
Measure 4: Percentage of planned   Of all the planned scheduled service trips in a day, the percentage that are
service trips operated             operated.
Measure 14: On-time review –       The following are the timelines for site plan control applications with
Percentage of applications with    authority delegated to staff:
authority delegated to staff that  • Revisions or minor applications with no public notification are assigned
reach a decision on target              for Planner approval, with a processing target of 42 days.
                                   • More complex applications with no public notification or consultation
                                        are assigned for Manager approval, with a processing target of 49 days.
                                   • Larger and more complex applications with the potential for greater
                                        impact, and involving public notification or consultation, are assigned
                                        Manager approval but with a processing target of 74 days.
Measure 16: Building permit        House: Generally, this category includes single-family homes, townhouses,
applications submitted – Four-year stacked townhouses, and small homeowner projects, and the following
Q3 comparison                      permit application types: accessory apartment, additions, deck/porch/shed,
                                   footprint, interior alterations and new.
                                    Small Building: Generally, this category includes multi-unit low-rise
                                    residential properties with a height of 3 storeys or less and the following
                                    permit application types: addition, farm, fit-up, new.
                                    Large Building: Generally, this category includes commercial buildings
                                    with an area of more than 600 m2 or a height of more than 3 storeys, and
                                    the following permit application types: addition, farm, fit-up, new.
                                    Complex: Generally, this category includes hospitals, police stations, or
                                    buildings with floors connected with atriums and the following application
                                    types: addition, fit-up, new.
Measure 17: Percentage of           The provincially legislated timeframes for the determination of building
applications determined within      permit applications are as follows:
legislated timeframes
                                    •    House - 10 business days
                                    •    Small Building - 15 business days
                                    •    Large Building - 20 business days
                                    •    Complex Building - 30 business days.
                                    The Building Code Act requires the Chief Building Official to complete the
                                    initial review of an application within the applicable mandatory timeframe.
                                    There is no mandatory timeframe for issuing a permit, only one to
                                    determine and advise the applicant whether the application demonstrates
                                    the intent to comply with the Building Code and applicable law, hence the
                                    use of the term “determination.” The final timing of the issuance of a
                                    permit reflects the performance of the applicant (quality of application and
                                    responsiveness to identified deficiencies) rather than the performance of the
                                    branch. Thus, the Building Code Services branch monitors its performance
                                    of completion of the initial review and determination.
40




            Measure                                   Definition or Explanatory Note
 Measure 18: Percentage of            For small homeowner projects and tenant fit-ups, Council has approved
 applications determined within       enhanced timeframes as follows:
 enhanced (Council-approved)
                                      Small homeowner projects (interior alterations, decks, porches and
 timeframes
                                      sheds):
                                      • 10 days (Provincially mandated)
                                      • 5 days (Council approved enhancements)
                                      Fit-ups (redesign of a space in an existing building for a commercial
                                      tenant):
                                      • 15-30 days (provincially mandated)
                                      • 10 days (Council approved enhancements)
 Measure 24: Number of cases and      Note 1: Ontario Works (OW) is delivered by the Community and Social
 number of beneficiaries in receipt   Services (CSS) department. In general, the program is set up with the
 of Ontario Works and Ontario         following cost structure:
 Disability Support Program
                                      •    50% Province/50% City for administration costs
                                      •    80% Province/20% City for financial assistance costs (benefits paid to
                                           clients)
                                      Although the Ontario Disability Support Program (ODSP) is delivered by
                                      the province (Ministry of Community and Social Services [MCSS]), the
                                      City of Ottawa's Community and Social Services department does deliver
                                      two service components to ODSP clients on behalf of MCSS; they are
                                      employment supports to ODSP spouses and adult dependants and the
                                      issuance of Essential Health and Social Supports to any eligible member of
                                      the family.
                                      Note 2: For both OW and ODSP, one case includes all members of the
                                      immediate family; beneficiaries include spouses and children.
 Measure 36: Percentage of            Number of participants in registered programs over the number of
 program occupancy                    available spaces in registered programs x 100.
 Measure 40: Number of visits to      The following are eligible to use the City dental clinics:
 dental clinics                       • Ontario Works Adults, Ontario Works children 0-17
                                      • ODSP Dependent Children (18+) no longer showing on ODSP card
                                      • ODSP recipients who do not have a dental card
                                      • Essential Health and Social Supports clients
                                      • ODSP clients who cannot find a private office to see them on an
                                           emergency basis
                                      • Children In Need of Treatment program for children (age 0-17) from
                                           low-income families who do not have dental insurance and who cannot
                                           afford to pay for it in private office and who qualify according to dental
                                           criteria. [The provincial CINOT dental program is a limited plan, not
                                           an ongoing access to dental services. ]
 Measure 42: Number of health         Health hazard means a condition of a premise, a substance, thing, plant
 hazards responded to by health       or animal other than man, a solid, liquid, gas or combination of any of
 inspectors                           them, that has or that is likely to have an adverse effect on the health of any
                                      person, and can include man-made or natural hazards (such as West Nile
                                      virus), or biological, chemical, radiological and nuclear (CBRN) hazards.
Q3 2009 Quarterly Performance Report to Council          Definitions and Explanatory Notes                          41




            Measure                                   Definition or Explanatory Note
Measure 46: Total quarterly          High-density: High-density call areas are defined as areas with greater than
Paramedic Service vehicle            or equal to 24 calls per sq km per year in groups of 6 contiguous sq km.
responses by priority code;
                                     Low-density: Low-density call areas are defined as areas that do not meet
Measure 48: 90th percentile          the high-density criterion. (Greater than or equal to 24 calls/sq km/year in
response time for life threatening   6 contiguous sq km ) – see High-density
emergency calls
                                     Code-1: A non-urgent call that may be delayed without being physically
                                     detrimental to the patient
                                     Code-2: Any call that must be done at a specific time due to the limited
                                     availability of special treatment or diagnostic/receiving facilities
                                     Code-3: Any call that may be answered with moderate delay. All patients
                                     classified in this priority group are stable or under professional care and are
                                     not in immediate danger
                                   Code-4: This calls refers to situations of a life or limb threatening nature
                                   and time is critical
Measure 49: Number of              The total monthly circulation in all Ottawa Public Library locations by
circulations per capita (Library)  official population.
Measure 50: Number of electronic The total unique monthly sessions established on the Ottawa Public Library
visits per capita (Library)        (OPL) website divided by the official population.
Measure 51: Operating cost per km Operating Cost is compiled according to the Ontario Municipal
($) – fire trucks and ambulances   Benchmarking Initiative (OMBI) definition and includes:
                                   • Fuel
                                   • Parts
                                   • Labour (at the actual cost of salaries, benefits and overtime for
                                        mechanics)
                                   • Commercial repairs (costs incurred for sending vehicles to be repaired
                                        at external [private sector] garages)
                                   Depreciation is not included for the purposes of this measure.
Measure 52: Operating cost per     Please see the definition for Measure 51 above.
km ($) – other vehicles (light and
heavy)
Measure 59: 3-1-1 top 5 service    By-law Services: i.e. dogs at large, exterior debris, noise complaints
requests (by quarter; annually)
                                   Parking Control: i.e. unauthorized parking on private property, no parking,
                                   3-hour parking
                                   Roads Maintenance: i.e. potholes, debris, snow plowing
                                   Solid Waste Collection: i.e. garbage/recycling not collected; mess left
                                   behind
                                   Trees: i.e. trimming, planting, removal
                                     Water and Sewer: i.e. service locates, sewer backups, broken water mains
42




            Measure                                   Definition or Explanatory Note
 Measure 60: 3-1-1 top 5             Employee Phone Number: i.e. requests for employee phone numbers
 information requests (by quarter;
 annually)
                                     Garbage: i.e. garbage day, acceptable items, hazardous waste depots
                                     Parking Tickets: i.e. payment locations, methods, review/trial process
                                     Recreation: i.e. registration, park/pool locations, bookings, swim/skate
                                     schedules
                                     Transfers: i.e. request to be transferred to individuals, departments, city
                                     facilities
 Measure 62: E-Services adoption     The E-services adoption indicator measures the proportion of citizen
                                     interactions that occur through the Web compared to the interactions
                                     through all channels (phone, counter, web and e-mail).
City of Ottawa            Phone: 3-1-1 (613-580-2400)   For more information on the
110 Laurier Avenue West   TTY: 613-580-2401             City of Ottawa’s programs
Ottawa ON K1P 1J1         Toll-Free: 866-261-9799       and services, visit: www.
                          E-mail: info@ottawa.ca        ottawa.ca or feel free to call
                          www.ottawa.ca                 us.

				
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