Service Delivery Review



The purpose of the Service Delivery Review is to improve the understanding of the services currently provided by the Town and provide better information that will allow the community, Council and staff to make informed strategic choices regarding those services. The Service Delivery Review will accomplish this by investigating current services and their delivery approach, identifying potential changes to service delivery methods and/or service levels and recommending changes that will improve efficiency or effectiveness.

Final Report

KPMG will present the opportunities resulting from the Service Delivery review to Council at a special meeting on Tuesday, September 6th at 5:30 pm in Council Chambers, 575 Rossland Road East, Whitby, ON.  Read the Service Delivery Final Report and staff report.

Project Information

Project Objectives - How will we define success?

KPMG has been engaged by the Town of Whitby to undertake a service delivery review. The overall goal of the service delivery review is to better understand the services provided by the Town, and to assist Council in making better informed, strategic choices regarding those services.

Specific project objectives include:

  • Investigate and understand the Town's current services and service delivery models.
  • Assess alternative service delivery methods, possible changes to the level of service, and organizational structure.
  • Determine opportunities to be more efficient and effective in the sustainable delivery of municipal services.

Project Drivers - Why are we doing this, what problem do we want to solve?

  • As with all municipalities, the Town of Whitby seeks to balance stakeholder expectations and the financial constraints of rate payers in the delivery of municipal services.
  • Whitby is experiencing significant growth that requires the Town to think about how municipal services will be delivered sustainably over the long term.

Project Principles - What is important to us?

The knowledge and expertise of Town employees and Members of Council and the Public will be fully engaged, building upon their knowledge and expertise to arrive at recommended actions through a transparent, participative and inclusive process facilitated by the consultant.

  • Provide alignment with Federal and Provincial legislation, and recommendations on how to meet these expectations in the future.
  • The aim is to, wherever possible, transfer knowledge and necessary "tools" to Town staff to enable them to better develop their own solutions to operational and process issues and challenges over time.
  • The framework and approach will be based on leading practice from municipal or other levels of government experience and/or private sector.
  • There is no expectation that lay-offs will result from this review. This is not an exercise to reduce staff complement.
  • Lastly, this is not an audit. This is a review to build on successes and identify opportunities to improve the efficiency and effectiveness of how the Town delivers services to the community and residents of Whitby.

Project Timing

The project commences March 18, 2016, and will complete when the final report is submitted to the Town of Whitby on or before September 6, 2016.

Project Phases

Citizen Satisfaction Survey

As part of the Service Delivery Review (SDR) project, the Town engaged Leger to conduct a 10 minute telephone Citizen Satisfaction Survey. The survey provides important citizen feedback on existing services and priorities. 

Leger has developed a Municipal index for citizen satisfaction that provides input on all important aspects of municipal services from clean streets and safety to parks and recreation.  The results of the survey will help inform the SDR project.

Leger conducted the survey in early May and provided a sample of 400 residents by age and gender that mirror Whitby's demographic profile. 

The Town appreciates the Whitby residents who took the time to participate.

Read the survey results

Interim Report

With the completion of the project's first three phases, KPMG presented the Service Delivery Review Interim Report to Council at a special meeting held on Thursday, June 23, 2016 at 7:00 pm in Council Chambers, 575 Rossland Road East, Whitby, ON.  Read the Service Delivery Interim Report from KPMG.

KPMG's interim report included the following items:

  • Project Overview
  • Summary of Findings from Consultations - feedback from 31 stakeholder interviews, multiple focus group sessions and on-line staff survey
  • Benchmarking and Performance Perspectives - analysis of financial statements and Ontario Financial Information Returns (FIR) data for Whitby and five comparator municipalities
  • Citizen Satisfaction Survey Results - results from the Leger telephone Citizen Satisfaction Survey conducted in May
  • Service Profiles - service profiles for all of the services and sub-services the Town provides structured based on KPMG's use of the Municipal Reference Model.   This model views the municipality from a service based perspective, as opposed to a department structure, and groups services into programs that address a broad community need e.g. Public Safety