2/15/2019 Risk & Level of Service From Theory to Action in 4 Easy Steps 1 1
2/15/2019 Welcome! • About us • Today • Background on Level of Service & Risk • Deep Dive into Level of Service (What, How, How Well ) • Risk Interconnectivity • 4 Easy Steps 2 2
2/15/2019 Level of Service & Risk Risk Customer Level of Expectations Service The “Service” 3 3
2/15/2019 Level of Service & Risk • Level of Service and Risk are at the heart of what we do (Service Delivery) • Level of Service drives cost and creates the customer experience • Risk determines our comfort and exposure to issues 4 4
2/15/2019 Level of Service & Risk • But What about Cost? • What happens to Cost when Risk and LOS change? • Customer Expectations? • Do they change equally? 5 5
2/15/2019 Level of Service & Risk • This is delicate balance between all 4 • If you move one (for more or less) the whole system is out of balance • More Service = More Cost • Less Risk = More Cost • Higher Expectations = More Cost 6 6
2/15/2019 Level of Service, Cost & Risk are Connected 7 7
2/15/2019 Level of Service, Cost & Risk are Connected • When we change cost (or the Budget), what happens? • How often do we ask (or talk) about the impact of budget decisions? Do we speak to LOS? Do we quantify Risk? 8 8
2/15/2019 Level of Service 9 9
2/15/2019 Level of Service Community Level of Service Network Level of Service Strategic Level of Service Tactical Level of Service Effectiveness Indicators Program Descriptors Operational Levels of Service Efficiency Benchmarks 10 10
2/15/2019 Level of Service Governance Community Level of Service Network Level of Service Strategic Level of Service Tactical Level of Service Effectiveness Indicators Program Descriptors Administration Operational Levels of Service Efficiency Benchmarks 11 11
2/15/2019 Level of Service Governance Community Level of Service Network Level of Service Strategic Level of Service What Tactical Level of Service How Effectiveness Indicators Program Descriptors Administration Operational Levels of Service Efficiency How Well Benchmarks 12 12
2/15/2019 Fitting it All Together – Green Space Water < 1 Dutch Elm What Turf < 3” Fountains Disease May 1 Incident/yr Weekly 4 Mowing Aeration / How Inspection Crews Fertilization How $280/ha cutting 12 ha/day $27/hr Well cost 13 13
2/15/2019 “Service Delivery in 4 Easy Steps” 1. What What 2. How How 3. How Well 4. Risk How Well Risk? Cost! 14 14
2/15/2019 What do we deliver? • Level of Service is dependent on community values as set by the elected Council. • Percentage of roads in good/fair/poor condition • Percentage availability of potable water from the municipal system • Hours to clear roads after a snowstorm • Recreation centre has capacity to meet demand 85% of the time What 15 15
2/15/2019 What do we deliver? Arterial and Collector Road Condition 5000000 10% 4000000 40% Area (m2) 3000000 15% 2000000 1000000 35% 0 1994 1996 1998 2000 2002 2004 2005 Year What 16 16
2/15/2019 What do we deliver? Residential Road Condition 5000000 55% 4000000 Area (m2) 3000000 2000000 40% 1000000 0 1994 1996 1998 2000 2002 2004 2005 Year What 17 17
2/15/2019 What do we deliver? Budget $518.2K Sidewalks Curb & Paving Medians/Islan Miscellaneo 60% Gutter Stones ds us ($310 9K) 15% 8% 7% 10% Group A Group B Group A Group B PR 1, 2, 3 PR 4 PR 1, 2, 3 PR 4 35% 65% 95% 5% 80% 20% 70% 30% ($108.8K) ($202.1K) ($73.8K) ($3.9K) ($33.2K) ($8.3K) ($25.4K) ($10.9K) Install new ped ramps Diff Settle 20% ($51.8K) = $10.4K Diff Settle (incl. Curb-spalling, missing, 30% ($108.8K) = $32.6K Diff Settle/Trans Crack missing, broken, broken Private Driveway Crossing 5% ($33.2K) = $1.7K around junc. boxes, 35% ($25.4K) = $8.9K Trans. Crack repair etc.) 20% ($108.8K) = $21.8K 15% ($51.8K) = $7.8K Spalling, missing, 40% ($73.8K) = Curb-face height broken,etc. $29.5K 35% ($25.4K) = $8.9K Long. Crack Private Walk interface-trips 40% ($33.2K) = $13.3K 5% ($108.8K) = $5.4K 15% ($51.8K) = $7.8K Spalling Inside flatwork-only Xslope/tilt 40% ($73.8K) = missing pieces. Spalling Special Needs-wheelchairs, 25% ($33.2K) = $8.3K $29.5K 30% ($25.4K) = $7.6K 5% ($108.8K) = $5.4K walkers, etc. 20% ($51.8K) = $10.4K Drainage incl. CB Cross Slope/Drainage Xslope adjust. 20% ($73.8K) = 10% ($108.8K) = $10.9K Cost Sharing 30% ($33.2K) = $9.9K $14.8K 25% ($51.8K) = $12.9K Drainage 10% ($108.8K) = $10.9K Other 5% ($51.8) = $2.6K Broken Diff Settle(incl. Diff Settle/Trans Crack 20% ($108.8K) = $21.8K missing, broken, 2% ($8.3K) = $0.17K Curb-spalling, around junc. boxes, missing, broken etc.) Spalling, missing, Diff Settle 45% ($10.9K) = 40% ($3.9K) = $1.6K broken, etc. 20% ($202.1K) = $40.4K $4.9K 75% ($8.3K) = $6.2K Spalling Trans. Crack Curb-face height 40% ($3.9K) = $1.6K Xslope/tilt 20% ($202.1K) = $40.4K 45% ($10.9K) = 18% ($8.3K) = $1.5K $4.9K Cross Slope Long. Crack 10% ($202.1K) = $20.2K 20% ($3.9K) = $0.7K Drainage incl. CB Inside flatwork-only adjust. missing pieces. Spalling 5% ($8.3K) = $0.4K 10% ($10.9K) = 10% ($202.1K) = $20.2K $1.1K Xslope 10% ($202.1K) = $20.2K What Drainage 10% ($202.1K) = $20.2K Broken 20% ($202.1K) = $40.4K 18 18
2/15/2019 What do we deliver? Level of Service is strictly the domain of City Council, with advice from the Administration. This is what the community expects for their tax dollars What 19 19
2/15/2019 What do we deliver? • Exercise 1 in your Worksheets • Think about one of the ways that you can describe WHAT you deliver to the citizens. • Be specific. Be descriptive. What 20 20
2/15/2019 How do we do it? • What Programs do you run? How do you plan and describe your activities? • What do you need to do to meet your What objectives. What indicators do you use to measure? • You *all* know what programs you run. How 21 21
2/15/2019 How do we do it? • Typically describes what needs to be done to achieve the Strategic Level of Service • Percentage of roads renewed/repaved per year • km of Roads cracksealed annually • # of Graders and shifts required to meet our snow plowing target • # of Janitors on staff during ice hockey tournaments How 22 22
2/15/2019 How do we do it? 100 % of inventory with distresses above 90 minimum 80 70 60 50 Cracking 40 30 Spalling 20 10 0 y1 y2 Y3 Y4 Y5 Y6 How 23 23
2/15/2019 Start With How • Example 2 in your Worksheets • Think about the programs that you operate to deliver the level of service • Think about how you would organize and measure your work • BONUS! Citizen Input? How 24 24
2/15/2019 How Well Do We Do It? • Typically describes operational measures and can be used for trends and analysis • • $/m2 for road renewal/repaving • • $/hr operating cost for recreation facilities • • $/repair for watermain breaks • • $/km to plow snow How Well 25 25
2/15/2019 How Well Do We Do It? • At Budget • “Could you make do more with 5% less money?” • “I’ve been told (on coffee row) that our crews are not that efficient.” How Well 26 26
2/15/2019 How Well Do We Do It? • This is the opportunity to tell your story • If you apply nothing else from today, this will help tell your story…. ….and you already have the information (probably) How Well 27 27
2/15/2019 How Well Do We Do It? Corporate Total of Overtime 1999-2011 $9,000,000 $8,000,000 $7,000,000 $6,000,000 $5,000,000 $4,000,000 $3,000,000 $2,000,000 $1,000,000 $- 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 Corp Total $2,934,36 $3,239,51 $3,079,61 $3,111,35 $3,138,86 $3,011,55 $3,043,38 $3,718,99 $4,239,35 $4,996,57 $6,076,34 $6,985,24 $7,915,92 How Well 28 28
2/15/2019 How Well Do We Do It? 2003-2004 W inter H ours for R oadways % age of overtime hours vs total hours 4,000.0 1% 36% 31% 0% 3,500.0 25% 2% 3,000.0 19% 4% 2% 2% 7% 0% 2,500.0 0% 0% 0% 0% 1% O vertim e 0% 0% 3% 2% 2,000.0 C asual P erm 23% 1,500.0 2% 11% 1,000.0 500.0 0.0 N ov N ov N ov N ov D ec D ec D ec D ec D ec Jan Jan Jan Jan F eb F eb F eb F eb M ar M ar M ar M ar M ar Apr Apr 3 10 17 24 1 8 15 22 29 5 12 19 26 2 9 16 23 1 8 15 22 29 5 12 W eek of How Well 29 29
2/15/2019 How Well Do We Do It? YTD O vertime (Permanent) - R oads / Traffic / Asphalt $800,000 2006 is to Mar 13 $700,000 $600,000 $500,000 $400,000 $300,000 $200,000 $100,000 $0 Jan F eb M ar Apr M ay June July Aug Sept O ct N ov D ec 2002 2003 2004 2005 2006 How Well 30 30
2/15/2019 How Well Do We Do It? • Exercise 3 in your Worksheets • Think about how the programs you operate, how would you describe efficiency? • $/hr, $/m, #km/shift How 31 31
2/15/2019 Risk - Can you live with the Risk…or Cost? Medium High Cr itic al L ow Medium High L ow L ow Medium 32 32
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