The Municipal Reference Model provides the Business Architecture for Government, based on an outside-in, citizen-centred view, in which the business of government is defined by the programs and services that it provides to citizens.

1. Municipal Reference Model – Version 2 MISA Ontario Conference June 8 th 2011

5. Municipal Reference Model MRM Concepts

6. Your core business elements are expressed in a standard language The MRM Provides a Common Language and Structure for describing the business of Government from the outside-in, as our citizens see us.

10. MRM Concepts Illustrated: Public Health Program Public Health Target Group Municipal Residents and visitors Need Health Outcome Improved Health (Can we define this more precisely?) Service 1 Service 2 Service Food Premise Inspection H1N1 Immunization Service Output Inspection Report (permission to continue operation) Immunization Direct Client Food premise owner / operator Resident (H1N1 at-risk) receiving immunization Indirect Client Food premise patron Others in the community (residents and visitors) Service Value Reduced illness resulting from improper food preparation Reduced illness resulting from fewer residents contracting H1N1 Process Schedule inspection, conduct inspection, produce report, schedule follow-up Establish clinic, prepare public communication, operate clinic, decommission clinic

11. MRM Concepts, Performance Measurement: Public Health Program Service Process Public Health H1N1 Immunization Clinic Operation Effectiveness (relates to outcome) Change in level of public health Reduction in incidence of H1N1 Set up on time, design effectiveness Efficiency Public Health cost/capita Cost per delivered immunization (cost/output) Operating cost/day Quality (cf. to standard) n/a Immunizations to standard # of operating issues – e.g. out of stock Customer Satisfaction Customer Satisfaction (reputation) Service Satisfaction (Specific experience) n/a

12. MRM Solution Components

15. The complete Meta-model Don’t Try to Read!

16. The Metamodel up close (extract)

19. Quick Reference Guide - Extract

20. Authoritative Reference Model of Municipal Programs and Services About 100 high-level municipal services; Over 500 detail-level municipal services

22. Classification of Reference Model services is based on need & output types Fire Permit Service Elevator Permit Service Ski Lift Permit Service Gas Line Permit Service Boiler Permit Service Etc. MRMv2 Index Framework

23. Customized Municipality C Model MRM Meta-Model (i.e. Shell Program, Shell Service, etc.) MRM Reference Model (i.e. Public Safety Program, Fire Rescue Service, etc.) Best Practice Model (i.e. AWWA Potable Water Supply Service, etc.) Customized Municipality B Model Customized Municipality A Model Customized “My Municipality’s” Model MRMv2 Putting it all Together

24. Implementing The MRM in IBM Rational System Architect

25. Toolkit supports business users and analysts MRMv2 Reference Model MRMv2 Meta-model “ MyTown” Business Model IBM Rational System Architect IBM Rational SA/XT (browser) MRMv2 Collaboration Site Business Analysts Business Users MyTown IBM Lotus Quikr (browser) IBM Rational Publishing Engine Other Subscribers

27. MRM in Rational System Architect: Landing Page

28. MRM in Rational System Architect: Defining a Program

29. MRM in Rational System Architect: Service and Subservices

30. MRM in Rational System Architect: Value Lists

31. MRM in Rational System Architect: Matrix Browser

32. Sample SERVICES report extracted from a business model

33. More detail on SERVICE PROCESSES as needed…

34. MRM in Rational System Architect: Diagramming, Logic Models

36. MRM Use Cases

37. MRMv2 Use Case Overview Your “ Live” Business Model Organization Improvements Information & Automation Improvements Task & Job Improvements Process & Quality Improvements Leadership & Management Improvements Resource & Financing Improvements Strategy & Policy Improvements Customize & Extend MRMv2 Reference Model

39. Saint John – New Governance Structure Built Around Programs! Committees of Council and ABCs aligned with Programs and Services

40. Toronto takes on Program and Service Based Budgeting challenge!

41. Imagine a Program / Service Budget!

42. Winnipeg’s RACI Analysis X X X X X Econ. Development X X Disaster Response X X X Crime Prevention X X X X X X Council & Admin X Community Health X City Planning X City Beautification X Cemeteries X Building Permits X X X Assessment/Tax X X X X Arts, Ent. &Culture Animal Control,Care Water & Waste Transit Public Works Prop. Assessment Police Service Planning, Property Mayor's Office Fire Paramedic EPC Secretariat Corporate Services Corporate Finance Community Services City Clerks CAO Secretariat Audit Services

43. Winnipeg: Citizens' Perception of Comparative Service Value Citizen Rating of Service Importance Citizen Rating of Service Satisfaction 25% 50% 100% 50% 100% 1 26 25 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 27 75% 75% 1. Quality Of Drinking Water 2. Emergency Medical Response 3. Fire Protection 4. Crime Control 5. Garbage Collection 6. Restaurant Health Inspections 7. Protection From Sewer Back Up 8. Snow Removal 9. Protection From River Flooding 10. Recycling Program 11. Enforcing Traffic Laws 12. Condition Of Major Roads 13. Parks 14. Condition Of Residential Streets 15. Public Transit 16. Insect Control 17. Rush Hour Traffic Flow 18. Recreation Facilities 19. Libraries 20. Neighbourhood Improvement 21. Economic Development 22. Community Planning 23. Regulating Building & Property 24. Recreation Programs 25. Downtown Renewal 26. Animal Control 27. Non Rush Hour Traffic Flow

44. Edmonton – Departmental Strategic Plans for Information Technology

45. Inter-Jurisdictional Collaboration FEDERAL SERVICES PROVINCIAL SERVICES REGIONAL SERVICES LOCAL SERVICES Seniors Program and Service Alignment Model Common Case Mgt?

47. MRM Business Model