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City Operations
Administrative Response to Waste Services Audit
Recommendation and Implementation
Recommendation 1: A new Waste Strategy is currently under development December 31, 2018 Branch Manager,
The OCA recommends that the Waste scheduled to be presented to the Utility Committee in Q1 Waste Services
Services Branch Manager develops and 2018. This new strategy will align new outcomes, measures
implements a formal Performance and targets which will follow a formal Performance
Measurement Framework procedural Measurement Framework. Waste Services is in the process of
document, reviews performance developing a set of management and analytic processes, that
measure targets, and reviews will include formal procedural documentation that will clearly
calculation methodologies to ensure define the roles, responsibilities, accountabilities, calculation
they provide reliable, comparable, and methodologies and targets to ensure information reported is
consistent information to support effective for evidence-based decision-making.
management decision-making and
demonstrate achievement of Corporate
and Branch goals.
Recommendation 2: In 2017, work has been completed, in conjunction with the December 31, 2018 Branch Manager,
The OCA recommends that the Waste Business Performance and Customer Experience branch, to Waste Services
Services Branch Manager develops and define operational performance measures as part of the
implements a formal process to development of a formal Performance
regularly monitor and report on the ManagementFframework. As part of the Performance
operational performance of the waste Management Framework (see Management Response to
processing facilities. This includes but is Recommendation 1), Waste Services is developing and will
not limited to the development of implement a comprehensive operational Performance
cost-effectiveness metrics for each Management system capable of proactively assessing the
waste processing facility and the EWMC financial and operational health across all facilities and sites.
site.
Key to the Waste Services Performance Management
Framework in 2017 was the development of Waste Services
outcomes and measures at the service level. Next steps,
scheduled for Q2 2018, will be the development of measures
at the sub-service and facility level which will be regularly
reported to and monitored by management and branch
leadership to ensure Waste operations, including waste
processing facilities, meet performance expectations.
Recommendation 3: Waste Services will formalize the cost and revenue allocation July 31, 2018 Branch Manager,
The OCA recommends that the Waste model developed and implemented in 2011 to ensure Waste Services
Services Branch Manager develop a accurate, reliable and consistent revenue and expenditure
formal regulated versus non-regulated allocations between regulated and non-regulated activities.
cost and revenue allocation Formal documentation will include procedures to ensure
methodology and procedural document monthly residential waste rates continue to be equitably
to ensure the cost and revenue maintained.
allocation is reasonable, reliable, and
consistent.
Recommendation 4: The task of implementing the waste hierarchy in waste February 28, 2019 Branch Manager,
The OCA recommends that the Waste management practices within a country may be delegated to Waste Services
Services Branch Manager as part of its the different levels of government (national, regional, local)
Recommendation 5: In mid-2017, during the 2018 Utility Rate Filing, Waste June 29, 2018 Branch Manager,
The OCA recommends that the Waste Services identified the need for establishing greater discipline Waste Services
Services Branch Manager designs and in capital program management, such as reviewing templates
implements a process to ensure that and developing procedures to ensure that Business Cases are
information presented in business cases consistent with the corporate Project Management Centre of
is complete, accurate, supported and Excellence standard. Documentation and implementation of
retained to ensure Council and/or Utility these procedures will ensure Business Cases have clearly
Committee can make informed defined cases for change, comprehensive accounts of viable
decisions impacting waste services. This options and associated risks and rigorous, analysis-based
process should align with corporate recommendation sufficient to enable fully informed
wide standards to support the decision-making. Also included in the process is a new series
development of strong business cases. of reviews by stakeholders, such as Integrated Infrastructure
Services, Finance, Business Performance and Customer
Recommendation 6: Waste Services is in the process of establishing and December 31, 2018 Branch Manager,
The OCA recommends that Waste implementing a Branch-wide project initiation, priority Waste Services
Services Branch Manager ensures evaluation and decision making process to identify,
branch project management processes recommend and manage future projects to align well with the
align with the corporate processes to Branch’s investment and budget priorities. Waste Services
ensure projects provide has been working with City Operations Department’s
value-for-money and demonstrate Business Performance and Customer Experience Branch and
sound stewardship. Integrated Infrastructure Services (IIS) Department’s Project
Management Centre of Excellence to establish a Waste
capital management framework.
Recommendation 7: In November 2017, Waste Services established dedicated June 30, 2018 Branch Manager,
The OCA recommends that the Waste asset management staff within the Technical Services section. Waste Services
Services Branch Manager defines and In collaboration with corporate partners (Integrated
documents a condition assessment and Infrastructure Services, Facility & Fleet Services, IT etc.),
data verification procedures. These Waste Services is in the process of developing and
procedures should indicate when and implementing a condition assessment and data verification
how assets are assessed or inspected procedure. The procedure will outline the Branch Asset
and who is responsible to verify the Management Framework and Plan, clarify roles and
data. There should be collaboration on responsibilities between Waste Services and corporate
asset condition reporting between partners, as well as different business areas within the
maintainers, operators, and technical Branch. When fully implemented, Waste Services will
services. maintain a listing of all Branch assets, their condition, useful
life, replacement value, and how critical they are to continue
daily operations as well as schedules for ongoing asset
condition inspections and replacement.
Recommendation 8: Oversight for facility maintenance plan, schedule and December 31, 2018 Branch Manager,
The OCA recommends that the Waste activities will be formally shifted to Fleet and Facility Services Waste Services
Services Branch Manager establishes (FFS). Waste Services will collaborate with FFS staff to set
formal maintenance process roles and responsibilities, define maintenance levels, prepare
documentation and clarifies the required templates/forms as well as create the required
maintenance roles and responsibilities records management system. Primary responsibility and
in accordance with Administrative accountability for the maintenance of Waste specific
Directive and Procedure “Maintenance equipment will also be transitioned to FFS, with ongoing
of City Owned Facilities”. In addition: reporting being provided to the Waste Management team.
● Project managers should have a The maintenance plan on the Waste speciality equipment will
template or checklist for be managed as part of the Waste Branch asset management
preventative inspections that need practice.
to be carried out on their facilities
(additional oversight); and
● Waste Services should be
custodian of the maintenance
records of facilities and critical
equipment.