Working together for our future

a modern government that works with us

Run an effective, fiscally responsible and trusted local government with engaged, skilled and collaborative employees.

Key performance indicators

Employee Engagement Index
Not available at time of publishing

Target

Maintain 59%; or be higher than the public service benchmark.

Results

2021: A pulse survey will be launched in Q3 2022.

2020: 59.4% engaged.

2019: 41.5% engaged

Notes

Almost every department experienced an increase in employee engagement.

7 of 8 engagement drivers increased including Departmental Relationships (increased by 25 per cent), Manager Relationships (increased by 22 per cent) and Senior Management Relationships (increased by 15 per cent).

89 per cent of employees agreed/strongly agreed that they are very proud of the work they do, up 5 per cent from the 2019 survey results.

Per cent increase in citizen satisfaction
Not available at time of publishing

Target

Maintain 85% and above

Results

2021: Results are not available for 2021 at this time. City of Guelph Satisfaction Survey will be conducted in Q2 2022.

2019: 89%

2017: 87%

Notes

The City of Guelph Satisfaction Survey is scheduled to be conducted in Q2 2022.

Per cent of digital transactions
Measure under review

Target

Planning year

Results

2021: Results are not available for 2021 at this time. This KPI is being reviewed to reflect customer satisfaction and performance reporting.

2020: No data.

Notes

In 2022, building on information reported in KPMG Service Rationalization and Digitization reports, the City will develop a customer service inventory and customer satisfaction measurement framework. As more City services are digitized over the coming years, this KPI will be updated to reflect customer satisfaction, and performance reporting will focus on service experiences and outcomes through all service channels.

City's Credit rating
Met target

Target

Maintain AA+

Results

2021: AA+

2020: AA+

Notes

City of Guelph undertakes this process of getting our credit ratings from Standard & Poor (S&P) during August of every year.

S&P is an independent company that looks at corporations around the world and analyses their capacity to meet financial obligations. According to S&P, the City of Guelph’s AA+ rating signifies its ability to meet its financial commitments is between very strong and extremely strong.

From 2015 to 2021 City of Guelph maintained AA+ stable outlook.

Total tax and rate impact as a percentage of household income
Met target

Target

Maintain

Results

2021: 5.1%

2020: 5.1%

Notes

City of Guelph participates in an annual municipal study by BMA Management Consulting (BMA), which provides for municipal comparisons of various financial, socio economic and affordability indicators

BMA computes ‘Total taxes and Water and Wastewater costs (Total Tax and Rate burden) as a percentage of household income’ as part of this study. This metrics tells what percentage of household income goes to fund municipal services on a typical household.

The approach used by BMA to calculate taxes as a percentage of income was to compare the average income in a municipality from the year’s Manifold Data Mining report (BMA’s source) against the tax burden on a typical home in the municipality using weighted median dwelling values and applying the year’s residential tax rates for each Municipality. Water and Wastewater costs on a typical residential property are computed assuming an average annual consumption of 200 cubic meters.

Historical data for this KPI: 2016-4.8%, 2017-5%, 2018-5%, 2019-5%, 2020-5.1%

Strategic initiatives

Implement the Long-Term Financial Planning Framework

Focus area

Develop a long-term financial and resource strategy that is achievable and affordable

2021 Scope

Yellow

2021 Schedule

Yellow

2021 Budget

Green

2020 Scope

Green

2020 Schedule

Yellow 

2020 Budget

Green
Creation of a Digital Services Team that leads the digitization of service delivery

Focus area

Improve how the City communicates with residents and delivers services

2021 Scope

Yellow

2021 Schedule

Yellow

2021 Budget

Green

2020 Scope

Green

2020 Schedule

Yellow 

2020 Budget

Yellow

A Digital Service Team will begin documenting the current state of City services in 2022, then prioritize, plan, and implement projects to improve customer experiences over the coming years.

Implement the Service Simplified Strategy

Focus area

Improve how the City communicates with residents and delivers services

2021 Scope

Green

2021 Schedule

Yellow

2021 Budget

Yellow

2020 Scope

Yellow

2020 Schedule

Yellow 

2020 Budget

Yellow

Initial funding for permanent full-time staff to lead the implementation is approved. Further funding for selection, purchase and implementation of central contact centre and CRM are pending Council approval in the coming years.

Service Simplified was initially approved 2018. Now based on Council approved funding, the City can restart the four-year the implementation schedule in 2022.

Develop and implement Human Resources Strategy

Focus area

Attract and develop accountable employees who work collaboratively and creatively to deliver services

2021 Scope

Green

2021 Schedule

Green

2021 Budget

Green

2020 Scope

Green

2020 Schedule

Green

2020 Budget

Green

2021 highlights

Making it easier to apply for building permits online

Applying for building permits or booking a building inspection got easier in 2021 when the City enhanced its online Guelph Permit and Application System with new features and functions. When the technology required updates, the City used the opportunity to obtain customer feedback to review and improve the process and the overall customer service experience.

Making it easier to apply for building permits online

Holding virtual court sessions

In 2020, Guelph’s Court Services started conducting virtual court proceedings using new technology and improved and modernized frontline customer service and communications.

Holding virtual court sessions

Budgets for Working together for our future

Capital budget

$5.83M

Operating budget

$38.48M

Total budget requests

$834.5K