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