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In 2016 City Council directed Administration to conduct a review of all City of Edmonton services. The objective of the Program and Service Review is to help City Council achieve its goals and determine how the organization can improve the services that matter most to Edmontonians, both now and into the future. 

What is the Program and Service Review?

Using the Canadian Municipal Reference Model, we identified 73 distinct services. This inventory list defines the City’s services, who they are delivered to and the outcomes of service delivery. 

While direct cost savings have been identified, the Program and Service Review does much more. The review strengthens the City's continuous improvement culture by evaluating programs and services and recommending changes and enhancements.

Ultimately, the Program and Service Review provides recommendations to improve the services that matter most to Edmontonians, in ways that maximize tax dollars.

Process

Three questions drive the Program and Review process:

  • Relevance: Why we are doing things?
  • Effectiveness: Are we doing the right things?
  • Efficiency: Are we doing things well?

How Reviews are Conducted

The Program and Services Review team provides recommendations on relevance, effectiveness and efficiency after analyzing a combination of the following:

  • Relevant policies and legislation
  • Current effectiveness and efficiency measures
  • Key processes and potential bottlenecks of service delivery
  • Benchmarking (jurisdictional scans, leading practice research, future trends)
  • Past studies
  • Other organizations or areas that offer a similar service
  • Feedback from employees, citizens, stakeholders and customers

If required, further in-depth analysis, potentially through the use of an independent third-party consultant, may support the completion of service reviews.

Input Recommendations

Input on Program and Service Review recommendations is provided by a Challenge Panel, labour unions and management association with the final recommendations being approved by City Leadership. 

Challenge Panel

A Challenge Panel proves input on proposed recommendations. The Challenge Panel is comprised of individuals representing community, academia, industry and peer subject matter experts. The Challenge Panel provides an objective evaluation of the draft recommendations and expresses support, non-support or conditional support.

The Challenge Panels provide input based on experience and challenge recommendations. In addition, the Challenge Panels review the analysis and recommendations to ensure they are:

  • comprehensive
  • logical
  • objective
  • credible
  • reasonable

Role of City of Edmonton Unions 

The City’s labour unions and management association are given the opportunity to provide feedback on draft recommendations. Administration is appreciative of this valuable feedback.

Partnerships

To successfully conduct service area reviews, the Program and Service Review works in conjunction with internal and external partners.  These include our colleagues within the City of Edmonton who represent the service areas under review, the City of Edmonton Unions and the Management Association, private sector and the non-profit sector. These inputs help to align services with the expectations of citizens, businesses and City Council. 

Results

As of May 2019, we have completed 21 reviews, with 26 additional reviews in progress. As reviews are completed, the service list is refined and the total number of services the City offers may fluctuate. All services reviews are planned to be completed by the end of 2020.

Review Progress

Completed Reviews

Below is a list of reviews completed to-date, listed in chronological order. As they become available, full reports and report summaries will be uploaded to this page.

Service Areas Date Completed Links
(report summary and full report)
 
Mail Q4 2016  
Fire Investigation Service
Fire Prevention Inspection and Enforcement Service
Fire Safety Education
Q4 2016   
Environmental Strategy and Policy Development Service Q4 2017 (November 2017)  
Warehousing and Inventory Management Service Q4 2017 (December 2017)  
Recreation and Cultural Programming Service
Recreational and Sport Facility Access Service
Q1 2018 (February 2018)  
Census Service Q2 2018 (April 2018)  
Business Solution Services Q2 2018 (April 2018) Summary Report-April 2018
Park and Open Space Access Service
Road Service
Q3 2018 (August 2018)  
Animal Welfare Service
Pet Licensing Service
Wildlife Management Service
Q3 2018 (August 2018) Summary Report-August 2018
Waste Collection Service
Sustainable Waste Management Service
Q4 2018 (October 2018)  
Bylaw and Provincial Act Enforcement Q4 2018 (October 2018)  
Property Assessment Service
Tax Collection Service
Q1 2019 (February 2019) Summary Report-February 2019
Geographic Information Systems & Spatial Analytics Service Q1 2019 (February 2019) Summary Report-February 2019
Safety Codes Permission and Inspection Services Q2 2019 (June 2019) Summary Report-June 2019

 

 

 

For More Information

311 Contact Centre

Online Contact 311 Online
Telephone

In Edmonton: 311
Outside Edmonton: 780-442-5311

TTY 780-944-5555
Email 311@edmonton.ca

Mike Chong

Title Director, Service Improvement
Email mike.chong@edmonton.ca

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