Service delivery review robert maddocks presentation

The Journey from Interesting Theory
   to Successful Implementation




                       Robert J. Maddocks
               Chief Administrative Officer
                 Township of Rideau Lakes
 A Case for Service Delivery Review (SDR)
 Barriers to Undertaking SDR
 Benefits to SDR
 Keys to Successful Implementation of SDR
 Resistance to change by staff
 Fear of ratepayer resistance by Council
 General Fear of the Unknown
 Administrative and/or Legislative
 Zero appetite for risk
 Fiscal future of government at all levels
 Increasing citizen expectations vs. stagnant
  revenues
 Continued transfer of new mandatory duties
  with no new revenue
 The “untouchables” now must be examined
 Need to confirm future fiscal sustainability
 Ensures efficient and effective use of limited
  resources
 Confirms Municipal Core Business(es)
 Identifies Merit Goods and Services
 Emergence of increased focus by staff and
  Council
 Valuable data for later use in strategic
  planning
 Emergence of Champion for SDR
 Prior commitment to openness and honesty
 Establishment of clear goals and
  measurement methodology at outset
 Consensus by all to problem at hand
 Lasting legacy to corporate culture
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Service delivery review robert maddocks presentation

  • 1. The Journey from Interesting Theory to Successful Implementation Robert J. Maddocks Chief Administrative Officer Township of Rideau Lakes
  • 2.  A Case for Service Delivery Review (SDR)  Barriers to Undertaking SDR  Benefits to SDR  Keys to Successful Implementation of SDR
  • 3.  Resistance to change by staff  Fear of ratepayer resistance by Council  General Fear of the Unknown  Administrative and/or Legislative  Zero appetite for risk
  • 4.  Fiscal future of government at all levels  Increasing citizen expectations vs. stagnant revenues  Continued transfer of new mandatory duties with no new revenue  The “untouchables” now must be examined  Need to confirm future fiscal sustainability
  • 5.  Ensures efficient and effective use of limited resources  Confirms Municipal Core Business(es)  Identifies Merit Goods and Services  Emergence of increased focus by staff and Council  Valuable data for later use in strategic planning
  • 6.  Emergence of Champion for SDR  Prior commitment to openness and honesty  Establishment of clear goals and measurement methodology at outset  Consensus by all to problem at hand  Lasting legacy to corporate culture