Property Standards, Inspection & Compliance. Property Standards Inspection & Cat & Dog Licensing & Enforcement. Enforcement. Property Maintenance

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1 Licensing programs, for businesses and taxi services, help protect the health and safety of the public and the integrity of the businesses. Administrative and enforcement staff carry out key functions: issuing licenses to businesses that meet the standards set by the by-laws; ensuring the standards are maintained; and investigating complaints and any non-compliant issues. Licensing programs seek to enrich businesses by promoting public confidence, assisting with fair competition and ensuring a degree of consumer protection is in place. Municipal Licensing and Standards By-Law Business Licensing, & Permitting Animal Care, Control & Sheltering Property Standards, Inspection & Compliance License and Permit Business &Trade Licensing Cat & Dog Licensing & Property Standards Inspection & Parks By-Law Business Permitting Animal Mobile Response Property Maintenance Waste By-Law Taxi & Livery Licensing Veterinary Care Zoning Investigation & Animal By-Law Licensing Tribunal Animal Sheltering & Adoption Exemptions & Permits Shaded boxes reflect the activities covered in this report

2 202 Performance Measurement and Benchmarking Report Question Indicator/Measure Internal Comparison of Toronto s 202 vs. 20 Results External Comparison to Other Municipalities (OMBI) By Quartile for 202 Chart & Page Ref. Service / Activity Level Indicators How much is spent on licensing services? Total cost for licenses per 00,000 population The total cost for licenses per 00k population Highest total cost for licenses per 00k population How many licenses are issued? Number of licenses issued per 00,000 population The number of licenses issued Higher number of licenses issued compared to others How many taxi plateholder licenses are issued? Number of taxi-plate holder licenses issued per 00,000 population The number of taxi-plate holder licenses Higher number of taxi plate holder licenses issued compared to others How many taxi driver licenses are issued? Number of taxi licenses issued per 00,000 population Stable The number of taxi driver licenses decreased slightly Higher number of taxi licenses issued compared to others How many business licenses are issued? Number of business licenses issued per 00,000 population The number of business licenses issued Higher number of business licenses issued compared to others Efficiency Measures What is the cost per license issued? Total Cost per License Issued Total cost per license Higher total cost compared to other municipalities

3 202 Performance Measurement and Benchmarking Report Question Indicator/Measure Internal Comparison of Toronto s 202 vs. 20 Results External Comparison to Other Municipalities (OMBI) By Quartile for 202 Chart & Page Ref. Customer Service Measures How long does it take to renew a taxi license? Average number of days to renew a taxi license Stable Number of days to renew a taxi license was stable n/a Service Level Indicators (Resources) Performance Measures (Results) Service Level Indicators (Resources) Performance Measures (Results) Overall Results - d - Stable 0 - Decreased 0 - Favourable - Stable - Unfavour. - st quartile - 2 nd quartile 0-3 rd quartile 0 - th quartile 0 - st quartile 0-2nd quartile 0-3rd quartile - th quartile 00% stable or 50% favourable or stable 00% above median 0% above median For an explanation of how to interpret this summary and the supporting charts, please see the Guide to the Summaries of Toronto's Performance Measurement Results. These quartile results are based on a maximum sample size of eleven municipalities. 3

4 202 Performance Measurement and Benchmarking Report How much is spent on licensing services in Toronto? $800,000 $600,000 0,000 $200, Total Op. Cost/00k pop $66,76 $68,555 $690,08 $736,302 Amortization/00K pop $- $- $,29 $,7 Op.Cost/00k pop $66,76 $68,555 $686,59 $732,28 Chart 9. (City of Toronto) Total Cost for Licenses per 00,000 population (Service Level) How much is spent on licensing services in Toronto compared to other municipalities? $800,000 $600,000 0,000 $200,000 Median Total Cost: $332,77 Tor Calg Winn Wind Bar Ham T-Bay Lon Sud Wat Total Cost/00k pop $736,302 $587,099 $59,329 3,650 $336,83 $327,50 $9,70 $7,362 $26,28 $38,07 Chart 9.2 (OMBI 202) Total Cost for Licenses per 00,000 population (Service Level) How many licenses are issued in Toronto? 2,000,500, Total licenses issued /00K,593,859,868 Taxi Plate-Holder Licenses/00K Taxi driver licenses issued/00k Business Licenses Issued/00K,050,36,323 Chart 9.3(City of Toronto) Number of Licenses Issued per 00,000 population (Service Level) How many licenses are issued in Toronto compared to other municipalities? 5,000,000 3,000 2,000,000 0 Median total licenses:,33 Calg Tor Lon Bar Ham Wind Ott Sud T-Bay Winn Wat #total licenses issued/00k pop 3,836,868,806,53,56,33,5,06, Chart 9. (OMBI 202) Number of Licenses Issued per 00,000 population (Service Level) Toronto's licensing services issue and monitor business licenses, right-of-way permits, temporary sign permits, and firework permits. The three types of licenses that are included for the purposes of this report are: Business licenses; Taxi licences; Taxi plate holder licenses The cost of licenses per 00,000 population is an indicator of the service levels or the amount of resources devoted to delivering this service. Chart 9. shows that Toronto's 202 operating and total operating cost per 00,000 population both by 6.7% from 20. The total operating cost includes amortization, and is presented as a stacked bar in the chart. Chart 9.2 compares Toronto's 202 result to the other municipalities. In terms of having the highest service level per 00,000 population, Toronto ranks first of ten (first quartile) municipalities. Although the cost of licensing services over the last three years, the number of licenses that Toronto issues has also over this period, as shown in Chart 9.3. The increases were observed in the taxi driver and business licenses, with a small decrease in the taxi plate holder licenses. Toronto also issues far more licenses than most other municipalities per 00,000 population, as shown in Chart 9.. In terms of having the highest rate of licenses issued, Toronto ranks second of ten (first quartile) municipalities.

5 202 Performance Measurement and Benchmarking Report What is Toronto's operating cost per license issued? $600 $500 0 $300 $200 0 Total Cost per License Issued $600 $500 0 $300 $ Tot.Op.Cost/License Issued $28.00 $37.00 $39.00 Amortization.2 $.85 $2.3 Op.Cost/License Issued $ $27.76 $369.5 $39.87 Chart 9.5 (City of Toronto) Total and Operating Cost per License Issued (Efficiency) What is the cost per license issued compared to other municipalities? Median $28 Lon Sud Calg T-Bay Ham Bar Wat Wind Tor Winn $95 $9 $53 $85 $26 $220 $232 $282 $39 $5 Chart 9.6 (OMBI 202) Total Cost per License Issued (Efficiency) In terms of efficiency, Chart 9.5 reflects Toronto's operating and total operating cost (which includes amortization shown as a stacked bar) per license issued, and shows an increase of 6.2%from 20. Chart 9.6 compares Toronto's total operating cost per license issued to other municipalities. Toronto ranks ninth of ten (fourth quartile) municipalities in terms of the lowest cost per license issued. Chart 9.7 provides Toronto's results on the average number of days it takes to renew a taxi license, which is a reflection of customer service. Results were stable between 20 and 203. How long does it take to renew a taxi license in Toronto? Avg. Time (days) to issue a taxi license Chart 9.7 (City of Toronto) Number of days to renew a Taxi License (Customer Service) 5

6 202 Performance Measurement and Benchmarking Report 203 Achievements and 20 Planned Initiatives The following initiatives are intended to further improve the efficiency and effectiveness of Toronto's licensing services: 203 Initiatives Completed/Achievements Developed a Service Improvement Management System (SIMS) to capture all customer service related complaints. Completed an organizational rebalancing to facilitate effective management oversight and subject matter expertise. 20 Planned Initiatives Undertake business process review of Business Licensing to identify efficiencies Continue to develop and enhance Customer Service practices to improve service delivery, from response to resolution. Improve timelines through business processes, alternate response tools and the utilization of performance metrics Develop prioritized internal training for effective service delivery and technical knowledge Target strategies to manage community specific nuisance issues, such as inspection of licensed businesses as well as enforcement strategies related to illegal and/or unlicensed businesses Factors Influencing Results of Municipalities The results of each municipality found in the charts included in this report are influenced to varying degrees by factors such as: Number and type of businesses. Many businesses are regulated through a municipal licensing program and can vary extensively across municipalities. The method and approach towards licensing specific establishments may also differ from one municipality to another.. Municipal By-laws: Administration, inspection and regulation process used and the sophistication of the municipal by-law regulations will differ. Policy and Practices: Cost is dependent on the number of categories of business licenses in the municipality and the number and types of licenses used. Processes and Systems: The type and quality of systems used to track complaints, inspections and other data. 6