2013 Service Level Review2013 Service Level ReviewStephen BuckleyGeneral Manager, Transportation ServicesCity Toronto

PWIC Review of Service LevelsSeptember 20, 2013

Agenda

1. Program Overview

2. Program Map

3. Service Review – Key Service Levels:• Roads & Sidewalk Management• Roads & Sidewalk Management

• Safety and Operations

• Permits and Applications

• Service Requests

• Project Delivery

4. Staffing

2

Program Overview

The mission of Transportation Services is to

provide safe, efficient and effective municipal

transportation systems and infrastructure to serve

the needs of our residents, businesses, and

visitors in an environmentally, socially and visitors in an environmentally, socially and

economically sustainable manner.

3

Program Overview

Our Division:

• Capital budget of $323 M

• Operating Budget of $330 M

• 1,086 dedicated civil servants

• 10 offices and 15 yards/snow depots• 10 offices and 15 yards/snow depots

4

Program Overview

Our Infrastructure:• 5,600 km of roads

• 8,000 km of sidewalks

• 600 bridges

• 600 pedestrian crosswalks• 600 pedestrian crosswalks

• 2,260 traffic signals

• 1,000,000 road and traffic signs

• 111 km of bike lanes, 292 km of bike trails, 150 km of bike routes

• 25,000 pieces of street furniture

• 600 snow plows, 300 sidewalk plows and 200 salt trucks

5

Annual Operating Budget (2013$)

200,000.0

250,000.0

300,000.0

350,000.0

400,000.0

Interdivisional Charges

Other Expenditures

Contributions to Reserve/Res Funds

Contributions to Capital

6

(50,000.0)

0.0

50,000.0

100,000.0

150,000.0

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013

Contributions to Capital

Services & Rents

Equipment

Materials and Supplies

Salaries and Benefits

Program Map

Road and Sidewalk Management

Winter Operations

Road and Sidewalk Repairs and Cleaning

Transportation Safety and Operations

Transportation Studies

and Investigations

Traffic Signal Installation

and Maintenance

Permits and Applications

Parking Permits

Construction Permits

Patrols and

Investigations

Infrastructure Planning, Programming and

Budgeting

Pedestrian & Cycling Infrastructure and

Programs

Public Realm Improvements and

Programs

Transportation Information and Monitoring Systems

Traffic Signs and Pavement Markings

Development Review Applications

Street Events

7

Road and Sidewalk Management: Service Levels

Activity/Type

Service Levels

2011 2012 2013 2014 Proposed

Asphalt Pothole

Repair

4 - 30 days,

90% of the time

4 – 30 days,

90% of the time

4 – 30 days,

90% of the time

4 – 30 days,

90% of the time

Mechanical 1 - 2 times Less than 1 - 2 Less than 1 - 2 Less than 1 - 2 Mechanical

Sweeping

1 - 2 times

per month

Less than 1 - 2

times per month

Less than 1 - 2

times per month

Less than 1 - 2

times per month

Grass CuttingUp to 7 cuts

per year

Up to 6 cuts

per year

Up to 6 cuts

per year

Up to 6 cuts

per year

Graffiti Removal 24 hrs to 8 weeks 24 hrs to 8 weeks

8

Road and Sidewalk Management: Service Levels

Activity/Type

Service Levels

2011 2012 2013 2014 Proposed

Snow Ploughing:

Expressways 3 hours 3 hours 3 hours 3 hours

Arterial Roads 8 hours 8 hours 8 hours 8 hours

Collector Roads 10 hours 10 hours 10 hours 10 hoursCollector Roads 10 hours 10 hours 10 hours 10 hours

Local Roads 16 hours 16 hours 16 hours 16 hours

Sidewalks 13 hours 13 hours 13 hours 13 hours

Driveway windrows 18 hours 18 hours 18 hours 18 hours

Bus stops and PXOs 48 hours 48 hours 48 hours 48 hours

Snow Removal 2 weeks 2 weeks 2 weeks 2 weeks

9

Safety and Operations: Service Levels

Activity/Type

Service Levels

2011 2012 2013 2014 Proposed

Studies and Investigations:

Intersection Safety

Review90% within 2 years 90% within 2 years

New Signal or Signal

Timing Review90% within 2 years 90% within 2 years

Timing Review90% within 2 years 90% within 2 years

Disabled On-Street

Parking or Loading

Zones

Within 6 months Within 6 months

Taxicab Stand Within 6 months Within 6 months

10

Permits and Applications: Service Levels

Activity/Type

Service Levels

2011 2012 2013 2014 Proposed

Permits:

Utility cut permits Prior to

centralization

• 99% within 5 days

short stream

• 90% within 20 days

full stream

• 99% within 5 days

short stream

• 90% within 20 days

full stream

• 99% within 5 days

short stream

• 90% within 20 days

full stream

11

Street event

permits4 to 6 weeks 4 to 6 weeks 4 to 6 weeks 4 to 6 weeks

On-street parking

permits24 hours 24 hours 24 hours 24 hours

Construction –

Temporary

Encroachment

90% within

1 to 6 weeks

90% within

1 to 6 weeks

90% within

1 to 6 weeks

90% within

1 to 6 weeks

Development

Applications

Within 2 to 8 weeks

(routine & complex

applications)

Within 2 to 8 weeks

(routine & complex

applications)

Within 2 to 8 weeks

(routine & complex

applications)

Within 2 to 8 weeks

(routine & complex

applications)

Historic Service Requests Performance

60000

70000

80000

90000

100000

Nu

mb

er

of

Se

rvic

e R

eq

ue

st

Service Requests2008 - 2013 (YTD)

Active,

Late

Closed,

Late

Active,

On-

32% Late 11% Late 4% Late4% Late

7% Late

4% Late

12

0

10000

20000

30000

40000

50000

2008 2009 2010 2011 2012 2013

Nu

mb

er

of

Se

rvic

e R

eq

ue

st

YEAR

On-

Time

Closed,

On-

Time

Top Service Requests - Performance YTD

97%

3%

2%6000

8000

10000

12000

14000

13

97%

100% 98% 99.7% 100%

2%0.3%

0

2000

4000

Road Damage

(Including Potholes)

Complaint

Investigation

(Encroachment &

Parking)

Traffic Signal

Maintenance

Missing or Damaged

Signs

Sidewalk Repair

On-Time Late

Issues, Opportunities and Challenges

• Seen improved service on reactive maintenance

• Preventative maintenance could be improved

• We should reconsider service levels for several

of our more critical services

14

• Many of our services are `softer` and are not

reflected in our service request system

• Retirements will continue to add pressure to our

staffing needs

Capital Project Delivery

60.0%

80.0%

100.0%

120.0%

Co

mp

leti

on

Ra

te

15

0.0%

20.0%

40.0%

60.0%

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

Co

mp

leti

on

Ra

te

Staffing: Approved and Filled Positions

1,000.0

1,200.0

1,400.0

1,600.0

16

0.0

200.0

400.0

600.0

800.0

2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013

Rec

2014

Proj

2015

Proj

Staffing: Retirement Eligibility by Year

126

76

17

51

62

76

54

64

2013 2014 2015 2016 2017 2018

Stephen BuckleyGeneral Manager, Transportation ServicesCity Toronto

PWIC Review of Service LevelsSeptember 20, 2013

18