cemeteries biznis plan 1

8/11/2019 Cemeteries Biznis Plan 1

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Cemetery ServicesBusiness Plan2012-2014

ImmortalFlame

MountainViewCemetery

FieldofHonourMonument


CemeteryAdministrationOffice



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BUSINESS UNIT NAME

Business Plan2012-2014

CemeteriesBusiness Plan 2012-2014

Table

of

Contents

1.0 EXECUTIVESUMMARY..................................................................................................................... 1

2.0 ACKNOWLEDGEMENTS.................................................................................................................... 2

3.0 BUSINESSUNITOVERVIEW.............................................................................................................. 3

3.1 Mission\Vision\Values..................................................................................................................... 3

3.2 OrganizationChart........................................................................................................................... 4

3.3 History.............................................................................................................................................. 5

3.4

Accomplishments.............................................................................................................................

6

3.5 InitiativesandMajorCapitalProjectsinProgress........................................................................... 8

4.0 ANALYSIS.......................................................................................................................................... 9

4.1 FinancialSummary........................................................................................................................... 9

4.2 CoreBusinessandServiceLevels................................................................................................... 10

4.3 PerformanceMeasures.................................................................................................................. 11

4.4 KeyCustomersandStakeholders.................................................................................................. 12

4.5 CurrentContext............................................................................................................................. 12

4.6 SPOTAnalysis................................................................................................................................. 14

5.0 STRATEGICINITIATIVES&OPPORTUNITIES................................................................................... 16

APPENDIXA

Fees&Charges2011


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1.0

EXECUTIVE

SUMMARY

The City of Lethbridge Cemetery Services maintains and operates three cemeteries in the

municipality,withafourthtobeopenedin2012. Burialandmemorialservicesareavailableto

allLethbridgeandsurroundingresidents.

Cemetery Services will continue to provide a place for memorialization, customer care and

essentialservicestothosewhohaveexperiencedaloss. Wewillcontinuetoenhanceourlevels

ofcustomerservicebyrespondingtocommunityculturesandvaluesfor intermentspaceand

service options. In addition, we maintain a vital connection to the death care industry that

servesourcommunity.

CemeteryServiceshasidentifiedsixstrategicinitiativesorboldstepsforthenextthreetofive

yearswhichwewillfocuson.Theyare:

Plananddevelopanewcemetery

Plan and redevelop/realign existing sites (Mountain View, Archmount & St. Patricks

Cemeteries)

Developastaffingplan/strategy

Develop & implementanewBusinessModelfortheCemeterySystem

Operateanew

cemetery

in

the

Cemetery

System

CemeteryRecordsSoftwareScoping

Two main themes seem to jump out in the bold steps. The first theme is offering our

communityoptions fortheir intermentneedsandthesecond,havingtrained,knowledgeable

stafftoprovideforthoseneeds.

The business plan offers ambitious but achievable goals and strategies to ensure continued

successandthelongtermviabilityofcemeteryservicestotheCityofLethbridge.


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2.0

ACKNOWLEDGEMENTS

ThefollowingindividualsparticipatedinthepreparationoftheBusinessPlan:

DarinBourassa MaintenanceForeman,CemeteryServices

KarenCollin Financial&AdministrationManager,CommunityServices

RichardHildebrand Facilitator,CityManagersOffice

TrudyNelson Administration,CemeteryServices

HiroshiOkubo Manager,CemeteryServices

DarceeRichardson

Office

Administrator,

Cemetery

Services

KelliTuttle FinanceTechnician,CommunityServices

GraemeWoods Facilitator,CityManagersOffice


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3.0

BUSINESS

UNIT

OVERVIEW

TheCityofLethbridgeCemeteryServicesmaintainsandoperatesthreecemeterieswithinthe

municipality.Thethreecemeteriesare:

ArchmountCemetery


St.PatricksCemetery

Withinthenextfewyears,thecitysfourthcemetery,tobelocatedat531013StreetNorth,

willbe

developed

to

provide

continued

cemetery

services

to

the

community.

Cemetery Services is customer focused and provides an essential service to those who have

experiencedaloss.Weprovideasanctuaryforthefinalrestingplaceoflovedones,wherelives

arecommemorated,deathsarerecordedandfamiliesarereunited.

3.1

Mission\Vision\Values

Mission:

To

provide

an

atmosphere

for

interment

services

and

commemoration

and

to

preserve

the

recordsofthoseinterredinourCommunity.

Vision/Values:

Ensuringhighlevelsofcarebyprovidingexceptionalcustomerservice

Offeringburialoptionsthatreflecttheculturaldiversityofourcommunity

Providingstandardsofpracticethatsupportcorporatevalues

Fosteringproductiverelationships


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3.2

Organization

Chart

CemeteryServicesOrganizationalChart

CemeteryServicesManager

HiroshiOkubo

CemeteryServicesOfficeAdministrator

DarceeRichardson

TrudyNelson(term2011)

CemeteryServicesOperationsForeman

DarinBourassa

LeadHand

SteveTakacs

MachineOperatorIII

TimLaing

Nonpermanentcasuals


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3.3

History

Four Cemetery sites originally served the area that now lies within the Citys municipal

boundaries: St. Patricks Cemetery, Mountain View Cemetery, Archmount Cemetery and the

RiverBottomCemetery.Therewereothersmallcemeteriesoutsidetheboundariessuchasthe

SmallpoxEpidemicBurialSite(burialsoccurredduetosmallpoxepidemicsof1837and1869)

nearthejunctionoftheOldmanRiverandtheSt.MarysRiversouthwestofLethbridge.

St.PatricksCemetery

St. Patricks Cemetery is located on top of the river valley escarpment at 6th

Avenue North.

Originally owned by a local coal mining company, it was surveyed in 1886 for Catholic and

Protestant

burials.

Eventuallythree

different

communities

(Catholic,

Protestant

and

Chinese)

utilized the site and maintenance of the grounds was done largely by the families of those

buriedthere.TheTownofLethbridgetookresponsibilityfortheProtestantCemeteryonApril

20,1899.TheCatholicCemeterywastransferredtotheCityofLethbridgeonJune1,1953.


MountainViewCemetery is locatedat1210ScenicDriveSouth.Developmentstarted in1901

with St. Augustines Cemetery, the Hebrew Cemetery in 1909 and eventually the Lethbridge

PublicCemetery.TheCityofLethbridgetookoverSt.Augustinessometimebetween1927and

1929.OnJanuary22,1946,theofficialnamebecameMountainViewCemetery.

ArchmountCemetery

ArchmountCemeteryislocatedontheWestsideofLethbridgeonWestsideDrive.Itisunique

in that it was established as a private venture in the 1950s. The City of Lethbridge officially

tookovertheoperationsonFebruary2,1982.

In all cases, the City of Lethbridge was charged with taking on the ownership of each

cemeterytypicallyafteralreadyhavingtakenon itsmaintenance.Thenewcemeterywillbe

thefirstcemeterydesigned,operatedandownedbytheCityofLethbridge.

RiverBottom

Cemetery

LethbridgesfirstformalcemeterywasestablishedbytheRomanCatholicmissionin1883and

isnowpartof IndianBattlePark.ThiscemeteryclosedaftertheestablishmentofSt.Patricks

Cemetery.


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3.4

Accomplishments

1. The first goal accomplished in the past 3 years was to continue to enhance customer

service by providing interment options, location options for interments and to provide

servicestomeetourcommunityneeds.

We have opened new areas in Mountain View Cemetery to further offer to our

communitynewlocationoptionsandcremationintermentoptions.Anexampleofthis

is the installation of a 72 niche columbarium unit in Block 29 (an older cremation

intermentareastartedintheearly1990s)withthepossibilityofadding2moreunits

inthenearfuture.

We

have

successfully

implemented

office

and

maintenance

staff

succession

planning

tomeetcustomerneeds.

We have upgraded and have added a truckster to our equipment inventory to

enhanceourgroundsmaintenancethroughouttheyear.

2. Thesecondgoalaccomplishedwastoenhanceandexpandtechnologies.

Through the assistance of our Corporate IT Department, we accomplished GIS

mapping of our cemeteries which will allow us to use technology to offer better

mappingofourexistingcemeteriesandofferbettercustomerservicewhentryingto

locateinterment

sites.

We

will

continue

to

evolve

this

into

our

website

for

enhanced

customerservice.

WiththeassistanceofParksDepartmentandIT,thetreesanddonationsinventoryof

thecemeterieswasidentifiedandmapped.

Wehave partneredwith the GenealogySociety to remapand further identifygrave

locationsatSt.PatricksCemetery.

3. Thethirdgoalaccomplishedwastoidentifyanewcemeterysite.

We

have

identified

and

purchased

a

new

site

based

on

our

required

criteria

for

a

cemetery.Fundinghasbeensecured todevelopthe firstphaseofthe newsite.We

havedevelopedaMasterPlan fortheCemeterySystemandaregoing forwardwith

thelegislativeapprovalprocesstoapprovethesiteforacemetery.Detaildesignofthe

first phase and the development of the site will commence in 2011. Possible first

intermentinlate2012.


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4. Another goal accomplished was to improve the financial sustainability of the cemetery

operations.

One of the goals of our Master plan was to develop a long term financial plan and

determinewaystobecomemoreselfsufficientandrequirelesstaxsupport.Options

havebeenidentifiedandcouldbediscussedthroughthebudgetingprocess.

5. Anothergoalaccomplishedwastopromotethecemeteryasacommunityspace.

Wehaveimplementedatreereplacementprogramwherewehavestartedreplacing

treesthathavereachedtheendoftheirlifespantokeeptheseamless,aesthetically

pleasing landscapethatourcommunityhasbecomeaccustomedto. Theprogram is

on

goingat

all

three

cemeteries.

Withthedevelopmentofanewcemetery,theCitywillbeadding to itsopenspace

inventory. Weare proposing theuse of thenewcemetery asmoreofacommunity

space,ratherthanatraditionalcemetery.Wewillseekdifferentprogramsappropriate

for the atmosphere of a cemetery. We propose to optimize environmental, social,

economicandaestheticbenefitsofthenewsite.

We continue to work in cooperation with the Galt Museum. The museum provides

educational tours of Mountain View Cemetery to schools as well as providing

historicalcemeterytoursofSt.PatricksCemetery.Wealsosharehistoricalrecordsof

those

that

are

interred

in

our

cemeteries.

ForRemembranceDay,thelocalRoyalCanadianLegionandstudentsfromFleetwood

Bawden Elementary School meet at Mountain View Cemetery and place Canadian

FlagsonallVeteransgravesintheFieldofHonours.

AllSaintParishcelebratedanoutdoorMassinMountainViewCemeteryonAugust24,

2010withBishopFrederickHenry,RomanCatholicDiocesepresiding.

6. Our final accomplishment is a compilation of those from previous business plans which

hasshapedandwillcontinuetoshapeourBusinessUnit.Theyhaveaddedtoorimproved

servicestoourcustomersandcommunity.

WehavedevelopedthenewpositionofCemeteryServicesmanager.

Wehavedevelopedandimplementedsuccessionplanning.

Wehaveupgradedandreplacedequipment.


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WehaveopenedanewcemeteryofficebuildinginMountainViewCemeterytoserve

ourcommunity.

WehaveleveledandrestoredmanygravesinMountainViewCemeteryandcontinue

toprovideongoinggroundscare.

We continue to work with Parks Operations to maintain tree & shrubs in the

cemeteries.

Althoughwehavelistedthegoalsasaccomplished,itismoreaccuratelyreflectedthattheyare

stillaworkinprogressandthatCemeteryServicescontinuestostrivetoimproveandtomeet

ourcommunitysneeds.

3.5

Initiatives

and

Major

Capital

Projects

in

Progress

CemeteryServices Current&PlannedCapitalProjects

Name

CapitalImprovementIdentifier PurposeofProject

CemeteryServicesMasterPlanandNewCemeterySite

20102020 D11 Thereare2majorcomponentstothisproject.Thefirstcomponent isamasterplanwith3keyoutcomes:

1)

Developmentof

abusiness

model

2) Analysisofthespatialrequirementsandtheintermentneedsofthecommunity

3) Asitespecificcomprehensivereportandconceptualmapsshowingcurrentandproposedlanduseofexistingandtheproposednewcemeterysitebasedontheaboveanalysis.Thiswillalsoincludeacapitalanalysisforthedevelopmentoftheproposedsiteforintermentasearlyaslate2012.

Thesecondcomponentconsistsofthedetailed

designand

the

development

of

the

first

phase

of

the

newcemetery.Thefirstphasewillprovideintermentneedsofthecommunityforthenext20years.


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4.0

ANALYSIS

4.1

Financial

Summary

2007 2008 2009 2011 2008-2011

Actual Budget Budget Budget Change

2,774 0 2,500 2,500 2,500

482,878 460,200 562,000 662,000 201,800

485,652 460,200 564,500 664,500 204,300

211,354 1,500 0 0 (1,500)

0 4,600 0 0 (4,600)

4,377 4,000 4,000 4,000 0

140,122 124,200 231,200 131,200 7,000

195,874 142,400 199,700 213,200 70,800

22,347 22,900 20,400 20,400 (2,500)

7,151 3,000 9,000 9,200 6,200

(281,303) 0 (100,000) 0 0

39,077 49,800 1,400 1,400 (48,400)

427,351 438,300 536,310 583,165 144,864

766,350 790,700 902,010 962,565 171,864

280,698 330,500 337,510 298,065 (32,436)

Community Services

CemeteriesBudget Summary

201 0

BudgetRevenues

Other Revenues 2,500

Sales of Goods & Services 612,000

614,500

Expenses

Asset Purchases 0

Debt Payments 0

Financial Charges 4,000

General Services 131,200

Interdepartmental Transfers 205,500

Materials & Supplies 20,400

Other Personnel 9,100

Reserve Transfers 0

Utilities 1,400

Wages & Benefits 559,221

930,821

Total Cemeteries 316,321


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4.3

Performance

Measures

PLOTSALES

CasketPlotsCremationPlots/Niches TotalPlotsSold

MountainView Archmount St.Patricks MountainView

2007 138 18 1 68 225

2008 244 18 3* 76 335

2009 156 3 2 74 235

2010 215 16 0 92 323

Note* negativeduetoreturnofunusedplots.

INTERMENTS

Casket AshesScatterGarden

TotalInterments Disinterments

2007 234 220 14 468 3

2008

249

198

15

462

3

2009 230 213 23 466 1

2010 254 226 27 507 0

INTERMENTSERVICESTANDARDS

MountainViewCemetery provideintermentservicein8businesshours

St.PatricksCemetery provideintermentservicein8businesshours

ArchmountCemetery provideintermentservicein16businesshours

NewCemetery

provide

interment

service

in

8business

hours

Closingofintermentsaftergravesideserviceiscompleted.


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4.4

Key

Customers

and

Stakeholders

CemeteryServicesKeyCustomers/Stakeholders

KeyCustomers/Stakeholders SummaryofPerceivedNeedsorExpectations

Atneedfamily Customercare,compassion,listening,educating,providinginformation,intermentspaceoptions,intermentservices,specialrequests,atmosphere

FuneralHomes Customercare, intermentspace,intermentservices,specialrequests,providehealthyandsafeworkenvironment,communication

MonumentCompanies Customercare,information,regulations,

inspections,providing

healthy

and

safe

work

environment,communication

PreNeedCustomers Customercare,listening,educating,providinginformation,intermentspaceoptions,atmosphere

Visitors Customercare,listening,educating,providinginformation,servicerequests,atmosphere

OtherCityDepartments Information,goodworkingrelationships,communication

4.5

Current

Context

TRENDS: Increaseinintermentoptions(cremation,greenburial,maximizinguse/life

ofplots)

FamilyReunification(rare,butmorequestionsarebeingasked),becoming

easierwithcremation

Increaseingenealogy requests

Time&resourcesdevotedtomakingsureregulationsareadheredto

Runningoutofburialspace,solocationoptionsfortraditionalburialsare

becominglimited


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POLITICALFACTORS: ShorttermplanningVSlongtermplanning

MustfollowCemeteryActandRegulations

CemeteryBylaw

ECONOMICCLIMATE: Notincompetitionwithprivatesector

Generallynotaffectedbyeconomictrends, butfamiliesarechoosingmore

affordableoptions

Noticing thatObituariesarestatingNofuneralbyrequestof deceased

orServiceatalaterdate

CUSTOMERNEEDS: Provideessentialcustomerservicetothecommunityanddeathcare

industry

Offerintermentoptions

Accuratepreservationofhistoryandrecords

Growwithnewtechnology

Becaring,respectable,trustworthyandaccountable

UNCERTAINTIES: PerpetualCarereserve/funddevelopment

PandemicorDisaster(spikeindemand)

CouleeslumpingatMountainViewCemetery

Willnewcemeterybeasuccess


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4.6

SPOT

Analysis

OTHERFACTORS:

(Technology,

Facilities,etc.)

Reviewofrecordsmanagement,softwareandprocesses

GISmapping

Recordsaccessedonwebsite

Website

STRENGTHS: Goodcommunityreputation

Dedicated&knowledgeablestaff

Customertrust

Cemeterygrounds morelikeaparksetting

Goodworkingrelationshipwithinternaldepartmentsandexternal

stakeholders

PROBLEMS: ArchmountCemeteryisnotapreferredlocation

IsolatedfromCityhallsometimesnotconsideredapriority

NewstaffBUHistoryknowledgeislost

Somerecordsfromthepastunreliable

Externalstakeholdershavehighstaffturnover


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OPPORTUNITIES: UtilizenewCitywebsite

Successionplanning,developstaffbackupplan/strategy

DevelopnewBusinessModel

ArchmountCemeteryRenewal

Installnewsignage

UsenewGPScoordinatestoupdateaccuracyofSt.PatricksCemeteryintermentlocations

UpdateCemeteryBylaw

THREATS: Changesinburialtrendsmayreducerevenue

Mayrunoutofburialplots,beforenewcemeteryisready

Maynotgettimelyapprovalsfornewsite

Losinglongtimestafftoretirement,lossofknowledge


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5.0

STRATEGIC

INITIATIVES

&

OPPORTUNITIES

CemeteryServices5BoldSteps

BoldStep Primary/SecondaryObjectives

1. PlananddevelopaNewCemetery

Twopathstofollowconcurrently:

1) CemeteryApprovalProcess

HistoricalResourcesApproval

AlbertaHealthServicesRecommendation

Planning/rezoning

AlbertaGovernmentprovisionalapproval

Waitingperiodnotexceeding1year

Finalcertificateofapproval

2) CemeteryDevelopmentProcessforPhase1

RFPDetailDesign&Projectmanagement

AwardingofcontractforDetailDesign

DetailDesign

DevelopmentPermit

TenderforConstructionafterAlbertaGovernmentapproval

Awardcontractforconstruction

Construct

Firstintermentlate2012orearly2013

2. PlanandredevelopExistingSites

Willrenewandextendthelifeofexistingcemeteries

Captureinventoryandcreatesomeadditionalcapacityespeciallyforthosewhowanttobeinterredinthesamecemeterywiththeirfamily

possibleupgradesandadditionsofspecialfeatures

offermoreintermentoptions

respectandhonourthoseinterredandtheirfamiliesbyprovidingappropriatesetting/atmospherethatthecommunityhascometoexpect

3. Developstaffingplan/strategy

Offercontinuousandconsistentcustomerservicetothecommunity.

CemeteryServicesoperatesthecemeteryofficeandgroundsmaintenance

withminimal

staff.

We

have

been

fortunate

that

there

has

been

asuccession

planandresourcestodevelopnewstafftoreplacethosethathaveretiredorwillberetiring.

Thenextstepistocrosstrainourgroundsmaintenancestafforotherstaffinthecorporationtoprovideofficerelieforbackup.Thenatureoftheofficepositionisthatthereisalotofknowledgerequiredandtoretainthatknowledge,crosstrainedstaffshould workinthecemeteryofficeatleastonceaweektoretainandtobeabletoassistourcustomers.


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CemeteryServices5BoldSteps

Bold

Step

Primary/Secondary

Objectives

4. Develop & implementanewBusinessModel

Identifybusinessmodelstoprovideoptionsgoingforward.

Identifyopportunitiesforrevenuegenerationtobecomemoresustainable.

Offeringmorechoicesforintermentoptions.

5. OperateaNewCemetery

Incorporatethenewcemeteryintoourcemeterysystem.

Operatingthenewcemeterywillbeachallengewith4possiblecemeterysitesatanygiventime.Eachcemeterymayhavemultipleintermentsatthesametime.

Provideseamlessornovisibledisruptionofservicestoourcustomerorcommunity.Initially,therecouldbeasteeplearningcurve.

6. CemeteryRecords

SoftwareScopingCemetery

Services

is

required

by

the

Alberta

Cemetery

Act

to

maintain

records

ofthosewhohavepurchasedorreturnedintermentspaceandthosewhohavebeeninterredordisinterredaswellasplotlocationsinourcemeteries.

Thepurposeorgoalsofthisscopingprojectisto:

compilecemeterysoftwareneeds;determinehowwellthecurrentsoftwaremeetsthoseneeds;developalistofsoftwareavailableinthemarketthatmeetscurrentandfutureneeds;initiateprocessandprovideinformationtomakearecommendationto

upgradecurrentsoftware,

undergosystemconversion,or

remainwith

status

quo.


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APPENDIX

A

FEES&CHARGES2011


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FEES

&

CHARGES

2011

CITYOFLETHBRIDGECEMETERYFEES&CHARGESAsperScheduleEinCemeteryBylaw5354,5004

EffectiveJanuary1,2011toDecember31,2011(GSTwillbeaddedattimeofsale)

BURIALRIGHTS

PLOTS:

Singledepthplotwithoutcontinuousfoundation $1,300.00

Singledepthplotwithcontinuousfoundation $1,470.00

Doubledepthplotwithoutcontinuousfoundation $1,600.00

Double

depth

plot

with

continuous

foundation

$1,770.00

Singlecremationplot $ 740.00

Doublecremationplot $1,000.00

Childplot(6Years&UnderinBabyland) $ 400.00

FieldofHonorVeterans

SingleDepthCasket $ 500.00

DoubleDepthCasket $ 625.00

CremationPlot $ 325.00

COLUMBARIUMNICHES:

UnitsC1&C2(10x10x10)includesoneopening $1,720.00

UnitsC3

&

C4

(12

x12

x15)

3UpperLevels $2,720.00

1LowerLevel $2,175.00

UnitsC5&C6(12x12x18) $2,720.00

UnitC7(12x12x12) $1,720.00

UnitC8(12x12x16)UpperFourLevels $2,720.00

UnitC8(12x12x16)LowerTwoLevels $2,175.00

UnitC8(12x12x12)UpperFourLevels $2,175.00

UnitC8(12x12x12)LowerTwoLevels $1,720.00

Ossuary NoCharge

MONUMENTPERMIT

FEE

(GST

exempt)

is

required

to

be

paid

at

the

time

ofsaleofallburialrightstointermentspaceandforMemorializationon

Cityownedmonuments $ 50.00


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INTERMENTFEES

INTERMENTSERVICESperInterment(includespermanentrecord):

6foot

depth

$

750.009footdepth $ 965.00

ChildPlotinBabyland $ 350.00

InGroundCremation $ 350.00

Niche1stService(C3,C4,C5,C6,C7&C8) $ 110.00

SubsequentService(C1C8) $ 130.00

MultipleServicesametime/samelocation/eachcremains $ 80.00

Ossuary/PerCremains $ 80.00

ScatterGardenPleasecoordinatetimewithCemeteryRecordsOffice NoCharge

Greens&LoweringDeviceAdultCasketIntermentsOnly $ 110.00

PermanentOuterLiner/Vault/BoxStorage/Handling/Installation

Concrete

$

330.00

Fibreglass $ 200.00

OTHERFEES

Exchange/TransferofRightstoIntermentSpace $ 105.00

MemorializationSpace(2x10oncityownedmonument) $ 190.00

LateFuneralleavinggraveside3:30p.m.orlater/perhourcharge(one

hourminimum) $ 250.00

Sunday/HolidaySurchargeforreligiousorpublichealthreasonsonly

CasketInterment $ 800.00

CremationInterment $ 400.00

HebrewCemetery

Perpetual

Care

each

interment

$

700.00FlowerVases(includesGST) $ 6.25

CremationUrnVaults $ 250.00

DISINTERMENTFEES

ADULT

6footdepthwithpermanentouterbox $1,330.00

6footdepthwithoutpermanentouterbox $2,660.00



Cremainswithpermanentouterbox $ 800.00

Cremainswithoutpermanentouterbox $ 930.00

Niche $ 260.00CHILD

Babyland $ 700.00



Cremationwithpermanentouterbox $ 700.00

Cremationwithoutpermanentouterbox $ 800.00


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cemeteries biznis plan 1

Documents