Corporate Services Committee AGENDA

Transcription

1 Corporation of the Town of Huntsville Corporate Services Committee AGENDA Meeting to be held on Wednesday, May 14, 1:00 p.m. in the Huntsville Civic Centre, Municipal Council Chambers 1. CONVENE 2. ADOPTION OF AGENDA 3. DISCLOSURE OF CONFLICT OF INTEREST 4. INVITED PRESENTATIONS 4.1. Terry Whyte, Templeman Consulting Re: Job Evaluation and Practices 5. DEPUTATIONS - Nil - 6. REPORTS 6.1 Organizational Development & Strategy Division a) Report prepared by Lisa Smith Ref. No. ORG Re: Customer Service Update Report 6.2. Corporate Services Division 7. NEW BUSINESS a) Council Expense Update For Information Only ($1, expended as of May 9 14) ($18, remaining) b) I.T. Continuity Plan 7-21 c) Report prepared by Julia Finch Ref. No. CORP Re: On-line Credit Card Payments - Property Taxes d) 2014 Debenture Summary Letter and Motion of Committee - Muskoka Community Network / Lakeland Networks - Gigabit Initiative 7.2 Motion of Committee Approval of Expense Mayor Doughty 28 1

2 8. CLOSED SESSION Municipal Act, 2001: 8.1 Section 239 (2) (f) Solicitor-Client Privilege a) Previous Executive Director of Public Infrastructure Advice from Solicitor 9. BUSINESS ARISING FROM CLOSED SESSION 10. ADJOURNMENT 2

3 TOWN OF HUNTSVILLE DIVISION CAO s Office Community Services & Economic Development Corporate Services Development Services Fire Organization Development & Strategy Public Infrastructure DEPARTMENT: Customer Service REPORT # ORG Confidential: Yes No To: Corporate Services Committee From: Lisa Smith, Executive Director of Organizational Development & Strategy Date Prepared: April 23, 2014 Meeting: May 14 th, 2014 Subject: Customer Service Update RECOMMENDATION: Requires Action For Discussion Only IT IS RECOMMENDED THAT: Report, Reference No. ORG dated May 14, 2014 prepared by Lisa Smith, Executive Director of Organizational Development & Strategy regarding Customer Service Update be received; AND FURTHER THAT Staff be directed to commence with the internet hosted automatic call distribution solution for a trial period and report back to Committee on their findings; AND FURTHER THAT the costs associated with the internet hosted automatic call distribution solution be offset within the IT Department s existing budget through cost saving measures during the year. ORIGIN / BACKGROUND At the Corporate Services Meeting held on February 12 th, 2014, a report was presented to Committee regarding Customer Service and options were provided that would enhance the existing model. As a result the following resolution (CORP4-14) was passed: IT IS RECOMMENDED THAT Report, Reference No. ORG dated January 30 th, 2014 prepared by Margaret Stead, Manager of Corporate Information and Lisa Smith, Executive Director of Organizational Development and Strategy regarding Customer Service is received; AND FURTHER THAT the following recommended options be approved and forwarded to Council for adoption: Option 2 Option 3 Option 5 That Council approves the Global Priority system and direct Staff to provide a report to Committee on Service Priorities within each department. That Council approve the Customer Service Standard for the Town of Huntsville That Council direct Staff to further investigate cost options for an automatic call distribution system and report back to Corporate Services 3

4 Page 2 of 4 Option 6 Option 7 Option 8 Implement a campaign to increase usage by our Customers via [email protected]. That Council direct Staff to report back in May on the outcome of this pilot project That Staff begin to implement the Wiki (FAQ System) into the Town website. DISCUSSION The purpose of this report is to provide Committee with: A. An update on the options that required follow-up from the meeting of February 12 th, 2014 B. YTD on Customer Service Town Hall Statistics C. Tracking of Inquiries A. Update on Follow-Up Options 1. Campaign [email protected] The [email protected] campaign was launched on March 1 st, 2014 and has generated more traffic. The table below shows the statistics to date and we will continue to monitor the success of this change. [email protected] [email protected] January 142 February 150 March 182 April Automatic Call Distribution System Our current phone system does not support automatic call distribution or call queuing. This means that when a customer calls in there is no option to wait for the next available customer service representative and in turn we are losing those customers who do not leave a message. I.T has reviewed options that will support an automatic call distribution system (call queuing). The table below illustrates the cost for each solution: Solution Upgrade to existing telephone system One time cost per location. VOIP System Internet Hosted Recommended The intent is to trial run this solution. This option provides us with the ability to cancel at any time with no additional costs. Cost $3500 for one location (i.e. Town Hall) $600 to add another computer Total $4100 $100/month to host up to 4 phones (we have 3) $9/month/phone Total $127/month I.T has had an opportunity to test this system and find it to be optimal for our current customer service model. I.T. has advised that the costing for this can be absorbed within their existing budget through other cost saving measures during the year. 4 Version 1-14

5 Page 3 of 4 3. Service Priorities/Department This particular project is more time consuming as we review our Wiki information with each department to establish service priorities for each frequently asked question. We anticipate that we will commence this project in the very near future and report back to Committee. 4. Wiki for Town Website This particular project is more time consuming and we are investigating the options of providing a version of this database that does not contain the technical background which is required for our internal use. We will keep you posted on the progress. B. YTD on Customer Service Town Hall Statistics The following table provides for the Town Hall customer service inquiry statistics since January, 2014: Month Total Inquiries In Person Phone Calls Bldg Insp Line Average /Day January February March April Total YTD C. Tracking of Inquiries Avg # of CSR Staff/day As a note of interest, the Customer Service Team keeps extensive records with respect to customer inquiries especially those that are of a Public Infrastructure interest. These inquiries are entered into a database and notes are made on the progress. FINANCIAL IMPLICATIONS (Manager of Finance / Treasurer must sign Report) Yes (If yes, fill in below) No I.T. has advised that the costing for the internet hosted telephone solution can be absorbed within their existing budget through other cost saving measures during the year: $100/month to host up to 4 phones (we have 3) $9/month/phone Total $127/month INSURANCE/RISK MANAGEMENT IMPLICATIONS (Manager of Finance / Treasurer must sign Report) Yes (If yes, fill in below) No HUMAN RESOURCES IMPLICATIONS (Executive Director of Organizational Development and Strategy must sign Report) Yes (If yes, fill in below) No As per report. SUSTAINABILITY IMPLICATIONS (Executive Director of Organizational Development and Strategy must sign Report) Yes (If yes, fill in below) No 5 Version 1-14

6 Page 4 of 4 ACCESSIBILITY IMPLICATIONS Yes (If yes, fill in below) No Any enhancements to the current Customer Service Model will adhere to the municipality s obligations under the AODA and the Integrated Accessibility Standard Regulation COUNCIL STATEMENT OF DIRECTIONS AND PRIORITIES Community Master Plan 4.0 Improve Customer Service 4.1 More Communications 4.2 Higher Standards 4.3 Leverage Technology Strategic Initiative Document POLICIES / LEGISLATION n/a CONSULTATIONS Executive Management Team I.T. Department Cara-Dawn Reid, Customer Service Coordinator Margaret Stead, Manager of Corporate Information PROVISION OF NOTICE (As per the current Town of Huntsville Provision of Notice Policy By-law) Notice Required?: Yes (If yes, fill in below) No ATTACHMENTS n/a CONCLUSION At the Corporate Services Meeting held on February 12 th, 2014, a report was presented to Committee regarding Customer Service and options were provided that would enhance the existing model. Staff be directed to commence with the internet hosted automatic call distribution solution for a trial period and report back to Committee on their findings. SIGNED Prepared by: Lisa Smith, Executive Director of Organizational Development and Strategy SIGNED Approved by: Denise Corry, Acting Chief Administrative Officer/Clerk (If Applicable) SIGNED Approved by: Julia Finch, Manager of Finance / Treasurer (If Applicable) 6 Version 1-14

7 Corporation of the Town of Huntsville IT Services Continuity Plan Update May

8 Threats to Business Process Natural Technical Human Error Human Intentional 8

9 Goals of ITSCP Prevention and Recovery 1. Ensure adequate resiliency of IT operations to mitigate the risk and effects of a disruption or disaster. 2. In the event of a disruption or disaster, plan for the timely recovery of IT services to support critical business functions. 3. Balance cost of recovery capabilities with an acceptable level of risk. 9

10 1. Resiliency of IT Operations Server management technology upgrade enables High Availability. 10

11 Resiliency of IT Operations Reviewed and modified warranty terms and vendor support response time agreements as appropriate for mission critical equipment. Adopted system software licensing models that allow for flexibility in recovery options. 11

12 Resiliency of IT Operations Developed Standard Operating Procedure documentation. Established backup servers with automated failover capabilities. Comprehensive internal security audit. 12

13 Resiliency of IT Operations Review and updating of Uninterrupted Power Supply implementation. Cross training of IT staff in detailed recovery procedures and daily operations. 13

14 2. Recovery Time Objectives (RTO) 14

15 DRP Alternate Recovery Site Canada Summit Centre 15

16 Key Considerations for CSC Selection Functioning inventory of networked computer and office equipment including telephone system. Substantial opportunity to expand work spaces. 16

17 Key Considerations for CSC Good physical security and accessibility. Backup power generation. CSC network can easily be configured to be central to other Town office locations. 17

18 DRP Alternate Recovery Site IT Resources 18

19 DRP Applications and Data Recovery Hardware 19

20 3. Right Size Recovery Capabilities Minimal capital funding needed. IT staff resources needed for periodic infrastructure maintenance and plan maintenance and testing. 20

21 M::skoka Herita"e 0' P'- lace :' !!!1 I~ J J I Town Ha:1 Parks Shed., T I!' I or: t M US<O<A 20~O G8 -:-.. CANADA Cana~a Summit Cent-e ~.,. ' ~.... 1i[J."." :'.. ~,.-,. :.. :. ' i:o>". iil "... LJ:J Fcrbes,..._... Hill HOST COMMUNITY 21

22 TOWN OF HUNTSVILLE DIVISION CAO s Office Community Services & Economic Development Corporate Services Development Services Fire Organization Development & Strategy Public Infrastructure DEPARTMENT: FINANCE REPORT # CORP Confidential: Yes No To: From: Corporate Services Committee Julia Finch, Manager of Finance/Treasurer Date Prepared: April 25, 2014 Meeting: May 14, 2014 Subject: On-line Credit Card Payments Property Taxes RECOMMENDATION: Requires Action For Discussion Only IT IS RECOMMENDED THAT: Report, Reference No. CORP dated May 14, 2014 prepared by Julia Finch, Manager of Finance/Treasurer regarding On-line Credit Card Payments Property Taxes be received for information. ORIGIN / BACKGROUND Staff have been asked periodically as to whether there is the potential for tax payers to pay their property tax payments on-line with a credit card. As of August 2, 2012 the Town began to accept credit card payments for all purchases with the exception of property taxes and development charges. Staff has been investigating ways to accept credit card payments for property taxes which does not have a negative financial impact on the Town or our tax payers who chose not to use credit cards as their payment method. DISCUSSION On April 23, 2014, the Muskoka Treasurers group met with six different companies who presented their organizations solutions to providing on-line payments for property taxes (as well as other types of payments) through credit cards. The companies who provided a presentation were Paymentus, IMEX, epay, Plastiq, Creditron and Moneris. 22

23 Page 2 of 3 Of the companies who presented an on-line payment solution Plastiq was the only company that did not require any involvement with the Municipalities, i.e. no special hardware, software, contracts, IT support. Plastiq is a company that services the consumers who wish to make bill payments to the merchants(s) of their choice through the Plastiq site. Payments paid through this site arrive to the Municipalities through the regular EDI (electronic data interchange file) through BMO (Bank of Montreal) and does not require any further effort of the Municipality. FINANCIAL IMPLICATIONS (Manager of Finance / Treasurer must sign Report) Yes (If yes, fill in below) No There would be no financial implications to the Town- the fee associated with this service is between the taxpayer and the company providing the service (Plastiq). INSURANCE/RISK MANAGEMENT IMPLICATIONS (Manager of Finance / Treasurer must sign Report) Yes (If yes, fill in below) No HUMAN RESOURCES IMPLICATIONS (Executive Director of Organizational Development and Strategy must sign Report) Yes (If yes, fill in below) No SUSTAINABILITY IMPLICATIONS (Executive Director of Organizational Development and Strategy must sign Report) Yes (If yes, fill in below) No ACCESSIBILITY IMPLICATIONS Yes (If yes, fill in below) No COUNCIL STATEMENT OF DIRECTIONS AND PRIORITIES Community Master Plan Section 4.0 Improve customer service Community Master Plan Section 5.0 Maintain Excellent Low Tax Rate Community Master Plan Section 4.3 Leverage Technology POLICIES / LEGISLATION Municipal Act 286(1)(a) - Treasurer CONSULTATIONS Jeff Lees, Treasurer, Georgian Bay Township Colleen Mitchell, Tax Collector, Town of Huntsville Debi Austin, District of Muskoka Christi Wagner, Tax Collector, Town of Bracebridge 23 Version 1-14

24 Page 3 of 3 Tom Gefucia, Treasurer, Township of Lake of Bays Ken Watson, Treasurer, Town of Gravenhurst Jackie Pelletier, Tax Collector, Muskoka Lakes Township Chantell Denstedt, Director of IT, District of Muskoka PROVISION OF NOTICE (As per the current Town of Huntsville Provision of Notice Policy By-law) Notice Required?: Yes (If yes, fill in below) No ATTACHMENTS n/a CONCLUSION Based on our analysis of the options presented, the Treasurer will proceed with adding a link to our website to the Plastiq website with the following annotation: The Town of Huntsville does not offer the option of paying property taxes using a credit card. However, you may be able to use a third-party service provider that offers additional payment methods, including credit cards. The company listed below provides credit card payment services. Third-party providers charge a fee for their service. Plastiq (Property Tax Payments) Avoid late fees! Even if you pay today, the Town of Huntsville may not receive your payment today. The transfer will typically take place within two to three days. However, you may encounter additional delays. Please contact the third-party service provider for more information. The Town of Huntsville may charge you penalties or interest or both if your payment is late. You are responsible for making sure the Town of Huntsville receives your payment by the payment due date. If you are using a third-party service provider, you must clearly understand the terms and conditions of the services you are using. Also, links to other websites, or references on this website to products, services, or publications other than those of the Town of Huntsville, are provided only for the convenience of Town of Huntsville website users. The Town of Huntsville does not endorse these products, services, or publications. SIGNED Prepared by: Julia Finch, Manager of Finance / Treasurer SIGNED Approved by: Denise Corry, Acting Chief Administrative Officer (If Applicable) Approved by: Lisa Smith, Executive Director of Organizational Development & Strategy (If Applicable) 24 Version 1-14

25 Town of Huntsville Debenture Summary $12,000,000 Outstanding Debentures $10,000,000 $8,000,000 $6,000,000 $4,000,000 $2,000,000 $0 $800,000 $700,000 $600,000 $500,000 $400,000 $300,000 $200,000 Interest Payment Principal Payment $100,000 $0 Monday, May

26 Muskoka Community Network Suite 2-87 Forbes Hill Drive, Huntsville, ON, P1I 0B6 P: (705) F:(866) May 8 th, 2014 Mayor and Council - Town of Huntsville 37 Main Street East Huntsville, ON Dear Mayor Doughty and Town Council: Working under Accelerate Muskoka, as a partnership between Muskoka Community Network, the Town of Huntsville, and The University of Waterloo, MCN has conducted the feasibility study, and a subsequent expression of interest process. Through the expression of interest process, Muskoka Community Network, as supported by our Board of Directors, has determined that the expression of interest submitted by Lakeland Networks demonstrates merit to proceed with the business plan process. The plan would deliver a business model to expand fibre optic broadband technology to various locations in Muskoka with economic viability. As a partner in the Accelerate Muskoka initiative, we are asking for your formal support delivering this business plan, and no municipal funds are requested. If you have any questions or need more information, please let me know. Regards, Rob McPhee Executive Director Muskoka Community Network 26

27 CORPORATION OF THE TOWN OF HUNTSVILLE Corporate Services Committee Moved by: No. Date: May 14, 2014 IT IS RECOMMENDED THAT: The Town of Huntsville agrees in principle with Muskoka Community Network (MCN) supporting Lakeland Networks in their efforts to expand fibre optic capacity to a gigabit level in Muskoka. RECORDED VOTE DECLARATION OF CONFLICT OF INTEREST MEMBERS OF COUNCIL YEA NAY MEMBERS OF COUNCIL PERSONAL BUSINESS EMPLOYMENT OTHER Councillor Aitchison Councillor Coleman Councillor Davis Councillor Schumacher Councillor Terziano Councillor Thompson Councillor Withey Councillor Zanetti Mayor Doughty TOTAL: Councillor Aitchison Councillor Davis Councillor Davis Councillor Schumacher Councillor Terziano Councillor Thompson Councillor Withey Councillor Zanetti Mayor Doughty Carried: 27

28 CORPORATION OF THE TOWN OF HUNTSVILLE Corporate Services Committee Moved by: No. Date: May 14, 2014 WHEREAS: The Council Expense Policy notes any one time expense over $ must be approved by the Corporate Services Committee; THEREFORE, IT IS RECOMMENDED THAT: Committee hereby approves the following expense submitted by Mayor Doughty: May 1, $ Town Business Mileage University of Waterloo Re: Meeting with Provost RECORDED VOTE DECLARATION OF CONFLICT OF INTEREST MEMBERS OF COUNCIL YEA NAY MEMBERS OF COUNCIL PERSONAL BUSINESS EMPLOYMENT OTHER Councillor Aitchison Councillor Coleman Councillor Davis Councillor Schumacher Councillor Terziano Councillor Thompson Councillor Withey Councillor Zanetti Mayor Doughty TOTAL: Councillor Aitchison Councillor Davis Councillor Davis Councillor Schumacher Councillor Terziano Councillor Thompson Councillor Withey Councillor Zanetti Mayor Doughty Carried: 28