CORPORATE SERVICES DEPARTMENT General Issues Committee February 13, 2015

Transcription

1 TAX OPERATING BUDGET CORPORATE SERVICES DEPARTMENT General Issues Committee February 13,

2 Corporate Services Department TEAM EFFORT 2

3 Corporate Services Department EMPLOYEE RECOGNITION 3

4 Corporate Services Department EMPLOYEE RECOGNITION 4

5 Corporate Services Department OVERVIEW GENERAL MANAGER Mike Zegarac Ext: 6150 (1.0) Administrative Coordinator Catriona Jarvie Ext: 4238 (1.0) Director Financial Services & Corporate Controller Rick Male Ext: 4157 (71.25) Director Finance, Administration & Revenue Generation John Hertel Ext: 2739 (108.57) * Director Taxation Larry Friday Ext: 2425 (16.33) Director Financial Planning & Policy Brian McMullen Ext: 4549 (20.50) Director Customer Service, Access & Equity Cindy Mercanti Ext: 2654 (57.03) Director Information Technology Maria McChesney Ext: 4562 (77.50) * Includes FTE F&A staff whose budgets are included within operating departments 5

6 Corporate Services Department NET VACANCIES CORPORATE SERVICES NET VACANCIES (as at January 31, 2015) Division (FTE's) Vacancies (FTE's) Vacancy Rate Corporate Services Administration % Customer Service, Access and Equity % Finance, Administration & Revenue Generation % Financial Planning and Policy % Financial Services % Information Technology % Taxation % Total % 6

7 Corporate Services Department 2014 HIGHLIGHTS Implement wireless at Rec Centres Network design for Tim Horton s stadium New technology to support mobile workforce during Public Health move Launched new Grants program City Enrichment Fund replacing former CPP Implementation of Automated AP approval system Reduction in Claims expense due to development of flat fee programs, use of in-house legal, absence of shock loss payments. Development Charge background study Policies in support of Financial Sustainability (Debt and Reserves) City s website reviewed, reorganized and rewritten on preview.hamilton.ca Call Handling RFP completed and call management software acquired 7

8 Corporate Services Department 2015 INITIATIVES Expand services at the Municipal Centres to include the sale of Presto Cards and Rec Gift Cards Develop and examine new Key Performance Indicators in Customer Services Division Common address database IT support to Web Redevelopment and Call Handling Hamilton Farmer s Market shared services agreement/board of Directors Implementation of on-line User Productivity training for AP Implement business analytics software for Risk Revise financial reporting to incorporate Reporting Liabilities for Contaminated sites Web Phase I completion and initiation of Phase II including improving top online services and a new web governance model Call management software installed and current Contact Centre calls to be transitioned Continued development of financial policies (e.g. Reserves) Sub-committee support for budget process IT Security Awareness Training for City Staff Implement new Performance Accountability and Development appraisal tool 8

9 Corporate Services Department SERVICE DELIVERY PROFILES Purpose / Function: To provide for the efficient delivery of administrative services by supporting Council and Operating Departments in the delivery of customer-focused City services. To advise Council on financial management strategies in order to assist Council in meeting its goals while maintaining the City's credit worthiness. Divisions Include: General Manager s Office Financial Services Finance, Administration & Revenue Generation Financial Planning & Policy Customer Service, Access & Equity Information Technology Taxation Programs and related services that are provided by the Corporate Services Department include: Corporate Services - Access & Equity - Financial Management - Information Technology - Risk Management - Citizen and Customer Service - Corporate Services Departmental Support Services Governance and Civic Engagement - Council - Legislative Support

10 2015 TAX OPERATING BUDGET 2015 Preliminary Tax Operating Budget 10

11 Corporate Services Department 2015 NET OPERATING BUDGET BY DIVISION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Division Corporate Services Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % Corporate Services - Administration 262, , ,140 38, % Customer Service, Access & Equity 4,476,860 4,317,360 4,653, , % Finance, Administration & Revenue Generation 1,218,710 1,257,600 1,281,620 62, % Financial Planning & Policy 577, , ,510 32, % Financial Services 3,639,790 3,468,760 3,682,140 42, % Information Technology 8,377,120 8,003,750 8,541, , % Taxation 710, , ,680 28, % NET LEVY 19,262,700 18,643,400 19,809, , % 11

12 Corporate Services Department 2015 GROSS - NET DEPARTMENTAL BUDGET Corporate Services CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 24,429,370 23,816,980 25,036, , % MATERIAL AND SUPPLY 1,995,630 1,994,320 1,971,250 (24,380) (1.2)% VEHICLE EXPENSES 6,270 3,950 6, % BUILDING AND GROUND 876, , ,300 36, % CONSULTING 212, , ,320 15, % CONTRACTUAL 2,143,530 2,140,130 2,174,170 30, % RESERVES / RECOVERIES (1,845,330) (1,842,720) (1,862,880) (17,550) (1.0)% COST ALLOCATIONS (3,863,890) (3,864,120) (3,897,330) (33,440) (0.9)% FINANCIAL 369, , ,800 17, % TOTAL EXPENDITURES 24,324,570 23,722,620 24,956, , % FEES AND GENERAL (3,401,520) (3,404,510) (3,464,220) (62,700) (1.8)% TAX AND RATES (142,800) (157,170) (145,660) (2,860) (2.0)% RESERVES (419,120) (419,120) (419,120) 0 0.0% RECOVERIES FROM CAPITAL (1,098,430) (1,098,430) (1,117,870) (19,440) (1.8)% TOTAL REVENUES (5,061,870) (5,079,220) (5,146,880) (85,010) (1.7)% NET LEVY 19,262,700 18,643,400 19,809, , % 12

13 Corporate Services Department 2015 CHALLENGES Financial Sustainability and need to grow the economy and non-residential tax base Infrastructure financing and impacts on future debt and reserves Resources needed for integration of Budget and Business Planning Proactive Risk Management and reducing legal exposures and law suits Maintaining a balance between effective, streamlined Procurement and transparency / fairness Additional unresourced demands on Web Redevelopment Capital project challenges (i.e. web and call handling funding considerations) will continue to place pressure on identified operating budgets, resulting in unplanned variances, as a means to mitigate short-term funding deficits. Taxation to issue a new printer RFP and consideration of Vailtech upgrade Taxation involvement in the call handling and web projects Governance for Web Redevelopment and Call Handling Workforce Planning

14 2015 TAX OPERATING BUDGET by Division 14

15 Corporate Services Department Corporate Services Administration 15

16 Corporate Services Administration OVERVIEW GENERAL MANAGER Mike Zegarac Ext: 6150 Administrative Coordinator Catriona Jarvie Ext: 4238 (1.0) Complement (FTE) Management Other Total Staff to Mgt Ratio : :1 Change

17 Corporate Services Administration 2015 NET OPERATING BUDGET BY SECTION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Section Corporate Services - Administration Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % General Manager 262, , ,140 38, % NET LEVY 262, , ,140 38, % 17

18 Corporate Services Administration 2015 GROSS - NET DIVISIONAL BUDGET CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Corporate Services - Administration Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 320, , ,350 24, % MATERIAL AND SUPPLY 4,880 4,880 4, % BUILDING AND GROUND % CONSULTING 9,190 45,000 25,000 15, % CONTRACTUAL 1,420 1,420 1, % RESERVES / RECOVERIES 41,020 41,020 40,210 (810) (2.0)% COST ALLOCATIONS (118,590) (118,590) (119,780) (1,190) (1.0)% FINANCIAL 3,710 6,480 3, % TOTAL EXPENDITURES 262, , ,140 38, % TOTAL REVENUES % NET LEVY 262, , ,140 38, % 18

19 Corporate Services Department Finance, Administration & Revenue Generation 19

20 Finance, Administration & Revenue Generation Operating Plans 2015 Our Team 1. Performance Accountability 2. Succession Planning 3. Employee Recognition Finance &Administration 1. Effective Implementation of Automation projects A P Web Centre HR Automated Workflow 2. Update Service Level Agreements 3. Increased collaboration with Budgets Division Governance 1. IT Governance - Wave 1 execution 2. Web oversight 3. Corporate Governance Scope of Work Revenue Generation 1. Secure $750K in incremental revenues and cost savings. 2. Align collaboration with operating Depts. & Council priorities 3. Finalize tracking & allocation model 4. Launch communication plan to marketplace City Enrichment Fund 1. Adjudication of 2015 applications 2. Orientation of new Grants Subcommittee 3. Refine & Implement program enhancements for 2016 Farmers Market 1. Attract dynamic new vendors 2. Implement new Board & Operating Agreement 3. Complete open Capital & Operating projects prior to handoff 20

21 Finance, Administration & Revenue Generation OVERVIEW Administrative & City Enrichment Fund Coordinator Rosanna Melatti Ext: 4524 (0.5) DIRECTOR Finance, Administration & Revenue Generation John Hertel Ext: 2739 Manager F&A Corporate Services, CMO, PED Janie Hartwell Ext: 4522 (8.0) (12.0) * Manager F&A Public Health, Community & Emergency Services Helen Klumpp Ext: 3508 (36.60) * Manager F&A Public Works Anna Apkarian Ext: 6415 (44.0) * Manager Hamilton Farmers Market Donna Lee MacDonald Ext: 2097 (4.47) Manager of Revenue Generation Brian MacDonald Ext: 3048 (2.0) Complement (FTE) Management Distributed Management * Other Staff Distributed Staff * Total Staff to Mgt Ratio : :1 Change * Represents distributed staff whose budgets are in operating departments.

22 Finance, Administration & Revenue Generation 2015 NET OPERATING BUDGET BY SECTION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Section Finance, Administration & Revenue Generation Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % Administration (J. Hertel's DeptID) 355, , ,480 (73,590) (20.7)% Finance (F&A Mgr's DeptID) 541, , ,010 25, % Enterprise Mgt & Rev Gen 151, , , , % Hamilton Farmers Market 171, , ,510 4, % NET LEVY 1,218,710 1,257,600 1,281,620 62, % 22

23 Finance, Administration & Revenue Generation 2015 GROSS - NET DIVISIONAL BUDGET CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Finance, Administration & Revenue Generation Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 1,498,420 1,541,420 1,570,990 72, % MATERIAL AND SUPPLY 79, ,450 42,500 (37,180) (46.7)% BUILDING AND GROUND 158, , ,910 24, % CONSULTING 27,450 27,450 27, % CONTRACTUAL 108,170 82,570 99,570 (8,600) (8.0)% RESERVES / RECOVERIES 107, , ,660 40, % COST ALLOCATIONS (234,710) (234,940) (235,160) (450) (0.2)% FINANCIAL 1, , % TOTAL EXPENDITURES 1,746,650 1,778,110 1,837,620 90, % FEES AND GENERAL (527,940) (520,510) (556,000) (28,060) (5.3)% TOTAL REVENUES (527,940) (520,510) (556,000) (28,060) (5.3)% NET LEVY 1,218,710 1,257,600 1,281,620 62, % 23

24 Finance, Administration & Revenue Generation 2015 MAJOR COST DRIVERS Salaries, Wages & Benefits $72K Increase driven merit, OMERS and other benefits Monthly Rental Fees Revenue ($28K) Additional revenue streams actively under investigation 24

25 Corporate Services Department Financial Planning & Policy 25

26 Financial Planning & Policy PERFORMANCE METRICS / SERVICE LEVELS Website Redevelopment Call Handling Review Integrated Budget and Business Planning Development Charges: Bylaw implemented following DC Background Study Investment Fund Management: Gross ROI (internal portfolio) at 3.31% (OMBI Median of 2.42%) 26

27 Financial Planning & Policy PERFORMANCE METRICS / SERVICE LEVELS Financial Advice and Support: Various agreements Financial Planning: Operating, Capital and Rate Budgets prepared annually; approved by Council in April annually. Variance reports prepared 3 times annually Fiscal/Financial Policies: All financial policies are reviewed over a 5 year cycle or as required. 27

28 Financial Planning & Policy OVERVIEW DIRECTOR Brian McMullen Ext: 4546 (4.0) Administrative & City Enrichment Fund Coordinator Rosanna Melatti Ext: 4524 (0.5) Manager Current Budgets Fiscal Planning Tom Hewitson Ext: 4159 (6.0) Manager Capital Budgets & Development Financing Joseph Spiler Ext: 4519 (7.0) Chief Investments Officer Gerry Boychuck Ext: 4321 (3.0) Complement (FTE) Management Other Total Staff to Mgt Ratio : :1 Change

29 Financial Planning & Policy 2015 NET OPERATING BUDGET BY SECTION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Section Financial Planning & Policy Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % Capital Budget % Current Budget 426, , ,130 6, % Investments (237,700) (237,700) (237,700) 0 0.0% Administration Fin Policy & Plan 389, , ,080 26, % NET LEVY 577, , ,510 32, % 29

30 Financial Planning & Policy 2015 GROSS - NET DIVISIONAL BUDGET CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Financial Planning & Policy Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 2,361,490 2,329,740 2,414,800 53, % MATERIAL AND SUPPLY 13,330 13,330 13,080 (250) (1.9)% BUILDING AND GROUND 2,940 2,940 4,360 1, % CONSULTING 22,000 22,000 22, % CONTRACTUAL 56,700 56,700 56, % RESERVES / RECOVERIES 60,350 60,350 60, % COST ALLOCATIONS 96,870 96,870 96,370 (500) (0.5)% FINANCIAL 248, , ,530 17, % TOTAL EXPENDITURES 2,862,210 2,830,460 2,933,610 71, % FEES AND GENERAL (1,289,290) (1,289,290) (1,313,620) (24,330) (1.9)% RESERVES (275,500) (275,500) (275,500) 0 0.0% RECOVERIES FROM CAPITAL (719,840) (719,840) (733,970) (14,130) (2.0)% TOTAL REVENUES (2,284,630) (2,284,630) (2,323,100) (38,470) (1.7)% NET LEVY 577, , ,510 32, % 30

31 Financial Planning & Policy 2015 MAJOR COST DRIVERS Salaries & Benefits $52K Credit Card Charges $20K (net levy impact $0) Securities Lending Income ($35K) (net levy impact $0) 31

32 Corporate Services Department Financial Services 32

33 Financial Services PERFORMANCE METRICS / SERVICE LEVELS Number of Accounts Payable Invoice Lines Paid: 352,158 Number of Accounts Receivable Invoice Lines Billed: 53,544 Number of Purchase Orders Issued: 4,186 Number of Procurement Contracts Issued: Request for Proposals: 46 - Request for Tenders: Request for Pre-qualifications: 15 - Request for Information/offers: 3 Operating cost to produce a payroll cheque: $4.01 (OMBI average = $4.64) Number of payments issued per Payroll FTE: 27,255 (OMBI average = 21,831) Number of T4 / T4a s issued per Payroll FTE: 1,410 (OMBI average = 1,080) 33

34 Financial Services OVERVIEW DIRECTOR, FINANCIAL SERVICES & CORPORATE CONTROLLER Rick Male Ext: 4157 Administrative Assistant Dianne Williams Ext: 4324 (1.0) Manager Financial / Accounting Services Tony Del Monaco Ext: 3020 (13.25) Manager Accounts Payable, Accounts Receivable, Fin Applications Beverly Neill Ext: 6274 (18.0) Manager Payroll, Pensions Barb Howe Ext: 5599 (15.0) Manager Procurement Services Tina Iacoe Ext: 2796 (14.0) Manager Risk Management John McLennan Ext: 5736 (9.0) Complement (FTE) Management Other Total Staff to Mgt Ratio : :1 Change

35 Financial Services 2015 NET OPERATING BUDGET BY SECTION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Section Financial Services Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % Financial Services Admin 395, , ,230 13, % Payroll and Pensions 862, , ,720 (3,400) (0.4)% Accounts Payable 500, , ,940 (5,330) (1.1)% Financial Application Support 313, , ,090 6, % Financial Accounting Services 615, , ,210 26, % Procurement 746, , ,920 3, % Accounts Receivables 205, , ,040 1, % Risk Management % NET LEVY 3,639,790 3,468,760 3,682,140 42, % 35

36 Financial Services 2015 GROSS - NET DIVISIONAL BUDGET CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Financial Services Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 6,293,090 6,063,140 6,371,390 78, % MATERIAL AND SUPPLY 145, , ,300 14, % BUILDING AND GROUND 510, , ,950 10, % CONSULTING 5,000 5,050 5, % CONTRACTUAL 46,930 86,420 46, % RESERVES / RECOVERIES (2,325,530) (2,323,700) (2,379,110) (53,580) (2.3)% COST ALLOCATIONS (447,040) (447,040) (448,900) (1,860) (0.4)% FINANCIAL 5,800 6,150 5, % TOTAL EXPENDITURES 4,234,700 4,074,970 4,282,360 47, % FEES AND GENERAL (103,500) (114,800) (103,500) 0 0.0% RESERVES (143,620) (143,620) (143,620) 0 0.0% RECOVERIES FROM CAPITAL (347,790) (347,790) (353,100) (5,310) (1.5)% TOTAL REVENUES (594,910) (606,210) (600,220) (5,310) (0.9)% NET LEVY 3,639,790 3,468,760 3,682,140 42, % 36

37 Corporate Services Department Information Technology 37

38 Information Technology PERFORMANCE METRICS / SERVICE LEVELS Messages: Received Accepted % Rejected Year ,950,519 9,140, % Service Desk Calls 36,000 Number of computers: 4,150 Number of phones: 4,037 Number of phone calls: million Number of terabytes: 174 Number of cellular devices : 2,556 38

39 Information Technology Key Deliverables Continue to support corporate initiatives Call Handling, Call Quality Web Redevelopment Common address data base Business Intelligence (BI) GIS Upgrades AVL Upgrade Internal Audit Management Action Plans Integration Architecture Security Awareness Training Continue to provide IT support to many departmental initiatives 39

40 Information Technology OVERVIEW DIRECTOR Maria McChesney Ext: 4562 Administrative Assistant II Susan Newton Ext: 6167 (1.0) Manager Infrastructure & Operations Filipe Janicas Ext: 5705 (28.0) Manager Business Applications Glenn Binkosky Ext: 7388 (44.5) Manager, Technology & Security Peter MacNeil Ext: 5703 (3.0) Complement (FTE) Management Other Total Staff to Mgt Ratio : :1 Change

41 Information Technology PERFORMANCE METRICS / SERVICE LEVELS IT Staff Allocations 41

42 Information Technology 2015 NET OPERATING BUDGET BY SECTION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Section Information Technology Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % Printers % Technology & Security 449, , ,650 16, % Equipment and Maintenance 5,000 5,000 5, % Business Applications 5,649,490 5,238,410 5,740,860 91, % IP Telephony % IT - Admin (2,128,560) (2,128,560) (2,162,210) (33,650) (1.6)% Infrastructure & Operations 4,401,230 4,418,930 4,491,640 90, % Servers % Third Party Costs' % NET LEVY 8,377,120 8,003,750 8,541, , % 42

43 Information Technology 2015 GROSS - NET DIVISIONAL BUDGET CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Information Technology Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 8,235,670 7,886,930 8,409, , % MATERIAL AND SUPPLY 1,310,890 1,296,630 1,310, % VEHICLE EXPENSES 6,270 3,950 6, % BUILDING AND GROUND 144, , ,170 (3,040) (2.1)% CONSULTING % CONTRACTUAL 1,824,730 1,807,480 1,856,970 32, % RESERVES / RECOVERIES 13,360 14,120 5,560 (7,800) (58.4)% COST ALLOCATIONS (2,942,380) (2,942,380) (2,971,820) (29,440) (1.0)% FINANCIAL 21,000 17,210 21, % TOTAL EXPENDITURES 8,613,750 8,240,300 8,779, , % FEES AND GENERAL (236,630) (236,550) (237,480) (850) (0.4)% TOTAL REVENUES (236,630) (236,550) (237,480) (850) (0.4)% NET LEVY 8,377,120 8,003,750 8,541, , % 43

44 Corporate Services Department Taxation 44

45 Taxation PERFORMANCE METRICS / SERVICE LEVELS Number of Tax Bills Issued: 170,928 (2 times per year) Number of Tax Reminder Notices: 21,674 (May) 24,509 (October) Number of Three Years in Arrears Letters Issued: 1,605 Number of Tax Liens Registered: 500, Rectified 428 Number of calls Answered 11,403 Average $ s to maintain a tax account: $13.74 (OMBI Avg. $13.06) % of taxpayers paying via pre-authorized payment: 44% (OMBI average = 37%) Average % of taxes outstanding to total levied: 4.4% (OMBI average = 2.6%) Monitor and participate in up to 200 property appeals for Commercial, Industrial and Multi-residential properties 45

46 Taxation OVERVIEW DIRECTOR, TAXATION Larry Friday Ext: 2425 Administrative Assistant Charlene Rizzi Ext: 2131 (1.0) Tax Sales Officer Kevin Beattie Ext: 4538 (1.0) Manager of Taxation Maria Di Santo (Acting) Ext: 5254 (13.33) Complement (FTE) Management Other Total Staff to Mgt Ratio : :1 Change

47 Taxation 2015 NET OPERATING BUDGET BY SECTION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Section Taxation Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % Tax Billing & Collection 489, , ,440 23, % Taxation - Admin 220, , ,230 5, % NET LEVY 710, , ,680 28, % 47

48 Taxation 2015 GROSS - NET DIVISIONAL BUDGET CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Taxation Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 1,486,800 1,490,080 1,527,340 40, % MATERIAL AND SUPPLY 356, , ,370 (1,500) (0.4)% BUILDING AND GROUND 2,660 2,660 3, % CONTRACTUAL 57,500 57,500 59,500 2, % RESERVES / RECOVERIES 133, , ,620 (560) (0.4)% FINANCIAL 60,000 60,000 60, % TOTAL EXPENDITURES 2,097,010 2,100,290 2,137,960 40, % FEES AND GENERAL (1,244,160) (1,243,350) (1,253,620) (9,460) (0.8)% TAX AND RATES (142,800) (157,170) (145,660) (2,860) (2.0)% TOTAL REVENUES (1,386,960) (1,400,520) (1,399,280) (12,320) (0.9)% NET LEVY 710, , ,680 28, % 48

49 Corporate Services Department Customer Service, Access & Equity 49

50 Customer Service, Access & Equity PERFORMANCE METRICS / SERVICE LEVELS Maintaining service levels in all 3 sections Municipal Service Centres Over 110,000 citizen transactions annually Presto sales to be extended to other centres Rec gift cards now sold at the centres Customer Contact Centre 11,000 citizen s answered annually 460,000 citizen calls answered annually Access & Equity Support AODA compliance Support Equity and Inclusiveness 50

51 Customer Service, Access & Equity OVERVIEW DIRECTOR Cindy Mercanti Ext: 2654 Administrative Assistant II Debbie Thomas Ext: 5174 (1.0) Manager Customer Contact Centre Kirsten Marples Ext: 7310 (31.20) Manager Municipal Service Centres Michael Richards Ext: 2208 (18.0) Manager Access & Equity Maxine Carter Ext: 6419 (5.83) Complement (FTE) Management Other Total Staff to Mgt Ratio : :1 Change

52 Customer Service, Access & Equity 2015 NET OPERATING BUDGET BY SECTION CITY OF HAMILTON 2015 TAX OPERATING BUDGET by Section Customer Service, Access & Equity Restated Projected Preliminary 2015 Preliminary vs Restated Budget Actual Budget $ % Access & Equity 598, , ,930 26, % Customer Service - Administration 268, , ,310 (3,750) (1.4)% Customer Contact Centre 2,151,250 2,141,250 2,253, , % Municipal Service Centre 1,359,310 1,298,960 1,411,440 52, % AODA Accessibility 100,000 58, , % NET LEVY 4,476,860 4,317,360 4,653, , % 52

53 Customer Service, Access & Equity 2015 GROSS - NET DIVISIONAL BUDGET CITY OF HAMILTON 2015 TAX OPERATING BUDGET By Cost Category Customer Service, Access & Equity Preliminary vs. Restated Projected Preliminary 2014 Restated Budget Actual Budget $ % EMPLOYEE REATED COSTS 4,233,220 4,135,840 4,397, , % MATERIAL AND SUPPLY 84,230 63,770 84, % BUILDING AND GROUND 57,200 45,110 60,430 3, % CONSULTING 148, , , % CONTRACTUAL 48,080 48,040 53,080 5, % RESERVES / RECOVERIES 125, , ,410 4, % COST ALLOCATIONS (218,040) (218,040) (218,040) 0 0.0% FINANCIAL 29,060 28,930 29, % TOTAL EXPENDITURES 4,507,660 4,348,160 4,684, , % RECOVERIES FROM CAPITAL (30,800) (30,800) (30,800) 0 0.0% TOTAL REVENUES (30,800) (30,800) (30,800) 0 0.0% NET LEVY 4,476,860 4,317,360 4,653, , % 53