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Agenda Item No.: E.1.b. City of Edmonton Corporate Business Plan Recommendation: That the City of Edmonton Corporate Business Plan (Attachment 1) be approved. Report Summary The City of Edmonton Corporate Business Plan is a strategic document outlining the approach to implementing Plan Edmonton and other corporate initiatives such as the Long Range Financial Plan during the period 2000 – 2002. Previous Council/Committee Action On January 5, 1999, Council received for information the Workplan for the preparation of business plans. Report Corporate Business Plan Administration has prepared a Corporate Business Plan for the period 2000 to 2002 which outlines strategic initiatives and the fiscal framework for planning and budget purposes. A New Business Management Process The Corporate Business Plan is an important element in the City’s new business management process. (Page 4 of Attachment 1 outlines the process.) This new process started with Plan Edmonton as Council’s statement of priorities and key strategies dealing with Edmonton’s physical, economic and social development. As Edmonton’s primary planning document, Plan Edmonton is a comprehensive 10-year plan which provides Routing: Delegation: Written By: April 16, 1999 File: 99CM0022 direction for the development and implementation of more specific, detailed plans and programs by all City departments and agencies. With Council direction from Plan Edmonton as the starting point, Senior Management Team (SMT) developed a mandate, vision, mission for the Administration to guide civic activities in service provision and in implementing Plan Edmonton. This “Vision, Values and Strategic Framework” was announced by the City Manager to staff on March 11, 1999. The Corporate Business Plan is an important link between Plan Edmonton (from which it draws major strategies), the “Vision, Values and Strategic Framework” and the departmental business plans and civic budget. The Corporate Business Plan identifies corporate-wide strategies and initiatives that are inter-departmental in nature or have a broad corporate impact. As well, it provides a recommended fiscal framework for 2000 to 2002 based on the Long Range Financial Plan. The Corporate Business Plan provides directions and a template for preparing departmental business plans. The departmental business plans will outline specific departmental initiatives consistent with corporate directions and departmental service requirements. Based on the fiscal framework, the civic budget will provide the funding mechanism supporting implementation of these plans. City Council Bruce E. Thom, Q.C. Harvey Crone Office of the City Manager (Page 1 of Error! Bookmark not defined.) E 1 b City of Edmonton Corporate Business Plan Many other key strategies will continue to be implemented by the Administration through the ongoing work of departments and specific departmental initiatives. Benefits of the Corporate Business Plan This process of using a corporate business plan to link implementation of Council’s desired directions expressed in Plan Edmonton through to departmental business plans and the civic budget has not been done before by Administration. The following benefits occur from this process: (a) It supports implementation of Council’s approved Plan Edmonton. (b) Administration can identify key initiatives to improve service delivery based on Council’s direction. (c) There is multi-year fiscal framework to guide corporate and departmental service planning. This framework can help citizens to understand the nature of the City’s fiscal challenge and its response. (d) Departments can provide multi-year service information. (e) There should be a more direct and efficient budget preparation and Council review process. Discussion on civic service direction and fiscal strategy can occur prior to the budget deliberations in the context of departmental business plans. Highlights of the Corporate Business Plan The Corporate Business Plan addresses the five municipal government responsibility areas identified in Plan Edmonton. As well, sections are provided to deal with organizational effectiveness and the fiscal framework. Under each heading there are highlights of the Administration’s initiatives. Services to People • Administration will focus on the development of customer service standards and related staff training as well as a long range plan for parks, recreation facilities and people-related services. Planned Growth • Administration will manage Edmonton's growth in a cost-effective and efficient manner and will prepare an urban intensification strategy and a new Land Use Bylaw. Economic Development • Administration will provide coordinated support to Council in the implementation of its Vision for Economic Prosperity, as well as for the activities of Economic Development Edmonton. Administration will use benchmarking and performance measures to demonstrate the provision of cost-effective and efficient service provision Infrastructure & Physical Environment • The Infrastructure Strategy will be implemented to promote infrastructure development which is cost-effective and environmentally-sustainable, while an environmental strategic plan will be developed as a framework for sustaining and enhancing Edmonton's physical environment. (Page 2 of Error! Bookmark not defined.) City of Edmonton Corporate Business Plan Leadership, Regional Cooperation and Planning • Administration will develop for Council’s review a new public participation process that will provide residents with opportunities for input to city services. Administration will seek to build positive relationships with staff of other municipalities in the Edmonton region and other levels of government. Organizational Effectiveness • Administration will commence using enterprise resource planning (ERP) to improve service effectiveness and civic operations and will implement, evaluate and refine the Performance Management Program. 2000 - 2002 Fiscal Framework • To maintain and improve the city's services and infrastructure, the Long Range Financial Plan recommends a combination of modest annual tax increases, increased fee revenue and borrowing for major transportation facilities to maximize use of available grants. Next Steps After Council approval of the Corporate Business Plan, the next step is the preparation of the departmental business plans. These departmental plans are scheduled for completion by the end of June 1999. The completion of the corporate and departmental business plans will allow the preparation of the civic budget to proceed starting in September 1999. Council approval of the 2000 Budget is scheduled for December 1999. Annual monitoring and updating of the corporate and departmental business plans will ensure the plans are adjusted as conditions warrant. Citizen Satisfaction Survey The Corporate Business Plan contains performance measures for citizen satisfaction with civic services. These measures are generally within the Administration’s responsibility. The basis for the measures is the 1999 City of Edmonton Citizen Satisfaction Survey. Citizen satisfaction surveys provide citizen ratings of various service characteristics, the views and perceptions of citizens on aspects of service provision and the responsiveness of civic employees in their dealings with the public. The Advisory Group was retained to survey 801 residents city-wide during January and February 1999. City-wide results have a margin of error of + 3.5% at the 95% confidence level. A similar survey was conducted in 1998, allowing for a comparison and identification of changes. The Summary of Findings are provided in Attachment 2. The following are the most significant findings: (Page 3 of Error! Bookmark not defined.) City of Edmonton Corporate Business Plan Quality of Life 93% of citizens rated quality of life from good to excellent (same as 1998). Positive factors are parks, employment opportunities and a friendly atmosphere. Satisfaction with City Services 80% of residents are satisfied with City services. Services with higher satisfaction are police and fire, parks , green space and recreation facilities. Services with lower satisfaction are winter and summer road maintenance. Contact with City Employees Most residents (75%) who contacted a City employee were satisfied with the service provided and agreed the employees were courteous, knowledgeable, prompt, interested and responsive. However, the satisfaction level dropped from 82% in 1998. Compared to 1998, residents in 1999 were less likely to agree they received prompt service (74% in 1999 versus 83% in 1998) or an interest was shown in their needs (75% in 1999 versus 83% in 1998). In response to these changes, the Corporate Business Plan identifies strategic initiatives to improve customer service. Overall Perception of City Services Similar to 1998, 74% of residents felt the quality of City services remained unchanged over the past year, while 10% felt quality had declined. Of the homeowners, 88% felt they received fair, good or very value for their property taxes (89% in 1998). Budget / Financial Implications Approval of the Corporate Business Plan, including the 2000 – 2002 fiscal framework, provide general revenue and expenditure guidelines for the preparation of the 2000 Budget. Justification of Recommendation The Corporate Business Plan improves on the practice of preparing year-to-year budgets by providing a planning mechanism which is more long term and strategic nature. By looking three years into the future, the City can more effectively identify needed changes in corporate direction. Background Information Attached 1. City of Edmonton Corporate Business Plan 2. City of Edmonton, 1999 Citizen Satisfaction Survey, Summary of Findings, March 1999 Background Information Available on Request 1. City of Edmonton Business Planning Workplan, November 19, 1998 2. City of Edmonton 1999 Citizen Satisfaction Survey, Final Report, The Advisory Group, March 10, 1999 Views Towards Property Taxes (Page 4 of Error! Bookmark not defined.)