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Continuous Improvement IconContinuous Improvement

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We are the best managed city in Canada, focused on continuous improvement, innovation, and attracting talented people committed to building a better city.

Overall Satisfaction with Civic Services of 90% or more

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Workforce Diversity

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Lost Time Injury Frequency

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Challenges and Key Strategies

 

Strategies for Success
  • Continue delivering services under Service Saskatoon that will connect citizens to answers and information they need using four key pillars: Citizen Input, Staffing, Systems, and Standards.
  • Build a corporate Intranet as a “One Stop Shop” for City staff to get information and ensure employees are well informed about City programs and initiatives.
  • In collaboration with all divisions across the organization, develop a four-year plan for Civic Service Reviews and continuous improvement initiatives that are coordinated with the Internal Audit Plan, Asset Management Planning Project, and Strategic Plan to improve effectiveness and efficiency of programs and service delivery to our citizens.

Achievements
  • More than $3 million identified in potential staff time and hard dollar savings, through the Civic Service and Internal Process Review program since 2014.
  • Redeployment of two seasonal positions into a new single FTE that focuses on all aspects of Customer Service for Roadways & Operations and Water & Waste Stream, saving around 3,900 hours of manager-level position time.
  • All pay-stubs are now delivered to employees via a digital online service called My Payroll Online, creating savings of approximately $37,000 and 100,000 pieces of paper. 
  • Reduction rate of 1.17 on Lost Time Injuries, moving below the municipal average in Saskatchewan of 2.8.

Challenges
  • In 2014, road maintenance, parking, and traffic management had the lowest citizen satisfaction ratings for city services.  The B Service Level for roads is expected to be achieved in 2016.
  • New targets set by the Saskatchewan Human Rights Commission in 2014 highlight opportunities for the City to improve recruitment of Aboriginal employees and employees with disabilities. 
  • In 2014, lost time injury frequency increased by 9.8% from 4.1 to 4.5 although it was 33% less than in 2009.
  • Expectations for communications, customer service, and digital programs and media are increasing faster than our capacity to deliver.

 

Recent Reports

 

Civic Service Reviews

The City of Saskatoon is formalizing its approach to continuous improvement through the implementation of Continuous Improvement Strategy. The strategy has three components:

  • Civic service reviews,
  • Internal process reviews, and
  • Innovation coaches to build capacity throughout the corporation.

Civic service reviews are a three stage operational review process focusing on a range of services provided by a workgroup or workgroups. Each review aims to ensure quality service is being delivered to citizens, find efficiencies, determine service levels, and identify options to control expenditures. Reports from completed civic service reviews can be viewed below by year.

For more information on the results of the Continuous Improvement Strategy check out the annual Report on Service, Savings and Sustainability 

 

 

Internal Process Reviews

The City of Saskatoon is formalizing its approach to continuous improvement through the implementation of Continuous Improvement Strategy. The strategy has three components:

  • Civic service reviews,
  • Internal process reviews, and
  • Innovation coaches to build capacity throughout the corporation.

Internal process reviews are very similar to civic service reviews and follow the same three stage process and have many of the same goals including ensuring quality service is being delivered to citizens, finding efficiencies, and controlling expenditures. The difference between internal process reviews and civic service reviews is the scope. Internal process reviews focus on a single process delivered by a workgroup or workgroups.

Reports highlighting findings from recent internal process reviews can be viewed below.

 2015 Internal Process Review Report
 The Special Events Internal Process Review

For more information on the results of the Continuous Improvement Strategy check out the annual Report on Service, Savings and Sustainability