These are unprecedented times. The impacts of the COVID-19 pandemic, which has increased expenses and shrunk budgets, make for difficult planning and decision-making. Municipal governments face massive financial shortfalls because of the pandemic. To support citizens, municipalities are deferring property taxes and other civic fees, which are the primary source of municipal revenue. However, civil services like garbage pickup, emergency services and road maintenance are continuing to operate. The pandemic has also provided new operating costs to meet the mandated health protocols. Council and municipal staff are confronted with a new financial reality that requires the reformulation of municipal budgets and making difficult decisions on how to deliver civil services sustainably for the foreseeable future.

The shutdown of many municipal services and the new fiscal responsibilities have created the perfect chance to consider a service level review. The stakes are far too high for municipal staff and councillors to make mistakes regarding planning priorities, service delivery and spending. Now, more than ever, Council and municipal staff need to seek a balance of citizen expectations and the financial constraints to deliver these services.

A rigorous service level review should include opportunities for engagement from citizens, including those in the community, Council, administrators, municipal staff and key stakeholders, should be performed.

Questions to ponder before you start?

1. What are the total costs associated with providing services, and will the municipality meet the new health protocols?
2. What programs or services are important to citizens?
3. What financial challenges or shortfalls does the municipality face?
4. What are Council’s priorities, taking into account the new information?

How do you start?

A service level review can be a labour-intensive process. The first step would be for municipal staff to determine if the municipality has the capacity to complete a service level review using internal resources, even though many employees have been laid off. Alternatively, the staff can choose to hire a consultant to complete the review. One of the main advantages of hiring a consultant is that they can be an impartial third party and facilitate an objective process with Council, municipal staff and residents. The consultant also provides credibility and commitment to the process, which allows the municipality to focus on other priorities at work. Secondly, with all the new protocols combined with staff reduction, the municipal staff should ensure that the work will be completed with maximum efficiency and focus.

Elements of successful service level review

1. Set clear expectations and clarify the roles and responsibilities
   Once the staff have decided how to implement the service level review, either internally or externally, they can focus on setting clear expectations to monitor and manage the project’s scope. It is also important to clarify roles and responsibilities so that everyone understands their role, how they contribute, and their responsibilities in supporting and completing the project. Roles can be clarified by completing a terms of reference for an internal committee or requesting a proposal from an external consultant.

2. Utilize local knowledge and expertise
   The service level review benefits from the inclusion of diverse community perspectives. Engaging Council, municipal staff, key stakeholders and citizens to share their knowledge and expertise improves the data collection process, analysis and development of recommendations. The integration of stakeholder and community engagement ensures that the report and recommendations are realistic and meets the community’s unique needs.

3. Adopt project management principles to implement the service level review
   The use of project management principles to implement the service level review will ensure that the review is successful. A successful service level review is completed on time, within budget, and meets the project’s expectations of the original scope.

What a service level review can accomplish

The service level review examines current service delivery models, explores best practices and engages with citizens to determine community priorities. The analysis reveals if the municipality has the organizational capacity to fulfil the enhanced service mandates and determines what changes are required to meet the additional financial constraints caused by the pandemic. The recommendations from the review will provide options for municipalities to develop a financially sustainable approach to deliver municipal services based on the new health protocols and community priorities. A discussion with Council regarding service levels, community priorities and financial challenges will support municipalities in making informed decisions regarding what services are essential and what can be put on hold during this extraordinary time.

How Quantum Recreation can help with your Service Level Review:

1. Provide terms of reference or request for proposal review
2. Community engagement planning. Our International Association for Public Participation (IAP2) trained staff can help design and/or implement your community engagement plan and events.
3. We are experienced in providing a complete and community reflective service level review.