City again performs well in comparison with other municipalities

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Ottawa –The City of Ottawa continues to meet the highest standards in providing quality services and programs to all residents, according to the OMBI 2014 Performance Measurement Report, released today by the Ontario Municipal Benchmarking Initiative (OMBI).

“The City’s ongoing commitment to service excellence has left Ottawa in good standing once again among the other participating municipalities,” said Mayor Jim Watson. “The lessons in this report will help us understand what is already working well and where we can make changes to improve efficiency and the delivery of services to residents.”

The report compares and presents 160 performance-measurement results in 36 key service areas across 14 participating municipalities in Ontario, Quebec, Manitoba and Alberta representing a total population of 11.95 million. The information helps City Council, senior management, staff and citizens understand how Ottawa is performing in relation to other municipalities.

Ottawa is outperforming or on par with the OMBI median in 74 per cent of the service areas measured – up from the 66 per cent achieved in both the 2013 and 2012 reports. In the OMBI 2014 Performance Measurement Report, Ottawa:

• ranks first in the Sports and Recreation category for Annual Number of Unique Users for Directly Provided Registered Programs as a Percent of Population (15.6 per cent), a reflection of the diversity of recreational programs offered and their appeal to a broad segment of the Ottawa residents.
• generates the lowest number of Tonnes of All Residential Material Collected per Household – Residential (0.83 tonnes), a result that is 1.2 per cent lower than Ottawa’s 2013 result.
• boasts the second highest Annual Library Uses Per Capita (35) – an increase of 4.5 per cent from the City’s 2013 result – as well as the second highest Electronic Library Uses Per Capita (17.1), 14 per cent higher than in 2013.
• ranks second in per cent of times an ambulance crew arrives on scene within eight minutes of receiving notice to provide ambulance services to sudden cardiac arrest patients or other patients categorized as level one on the Canadian Triage and Acuity Scale (CTAS) (79.5 per cent).
• experienced an improvement among its Fire Service response time, earning the second lowest Urban Fire Station Notification Response Time (6 min 35 sec) – 3.7 per cent faster than Ottawa's 2013 result.
• ranks second highest in terms of Long-Term Care Resident/Family Satisfaction (97 per cent), an increase of 4.3 per cent over the 2013 results.
• attracts the second highest Number of Visits to our Municipal Website (ottawa.ca) per Capita (29), which is slightly lower than the 2013 result (30.1) but still significantly higher than the 2012 result (22.8).

"The fact that Ottawa’s standard of service delivery stands out so strongly among comparable municipalities is testament to the hard work of all City staff," said City Manager Kent Kirkpatrick. "Aside from being a good measure of that dedication, benchmarking helps to keep us on track as we work together to build the Ottawa of the future."

While Ottawa continues to perform well in many areas, there are opportunities for improvement, with the 2014 report showing Ottawa has:

• the lowest Number of Paid Parking Spaces Managed per 100,000 Population (699); however, Ottawa’s position is primarily influenced by the fact that the number of municipally managed off-street spaces is much lower than that of the OMBI median. This is a strategic direction that contributes to Ottawa’s success in achieving key transportation objectives, modal splits, and land use goals set out in the Transportation Master Plan and Official Plan.
• the second highest Total Equivalent kWh Energy Consumption for Headquarters (HQ) per Square Foot of HQ Building (39.9).
• the lowest ranking for All Parkland in Municipality as a Percent of Total Area of Municipality (1.5 per cent). Ottawa will rank low in any OMBI measure that is calculated as a per cent of total area of municipality due to its large geographic size of 2,796 sq. km. (which is 341 per cent greater than the 2014 OMBI median (634 sq. km.).
• the second lowest Violent Crime Clearance Rate (55 per cent), a statistic driven in part by a procedural change in how officers code and clear partner-related offences.
• the second highest Total Costs for the Treatment and Distribution/Transmission of Drinking Water per Megalitre of Drinking Water Treated (includes amortization) ($1,279).

OMBI collects data for more than 600 measures across 36 municipal service areas to foster a culture of service excellence in municipal government by creating new ways to measure, share and compare performance data and operational practices.

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