Run an effective, fiscally responsible and trusted local government with engaged, skilled and collaborative employees.
Maintain 59%; or be higher than the public service benchmark.
2021: A pulse survey will be launched in Q3 2022.
2020: 59.4% engaged.
2019: 41.5% engaged
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.
Maintain 85% and above
2021: Results are not available for 2021 at this time. City of Guelph Satisfaction Survey will be conducted in Q2 2022.
The City of Guelph Satisfaction Survey is scheduled to be conducted in Q2 2022.
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.
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 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.
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%
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.
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.
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.
In 2020, Guelph’s Court Services started conducting virtual court proceedings using new technology and improved and modernized frontline customer service and communications.