Trinela Cane, Commissioner of Corporate Services, addressed the Committee to introduce Geoff Rodrigues, the City's Auditor General, and the team from MNP, the firm selected to provide Auditor General Services to the City in 2015. Commissioner Cane noted that MNP has conducted numerous compliance audits, value-for-money audits, and operational reviews covering a wide range of City programs and services. Commissioner Cane also informed the Committee that the contract for Auditor General Services with MNP has now concluded, and the presentations and reports provided represents a close-out of MNP’s audit work for the City.
Veronica Bila, from MNP and acting as the Auditor General in Mr. Rodrigues' absence, introduced the MNP team and presented the Auditor General Reports (Item 11.2):
Fleet Operations Audit
Ms. Bila introduced the Fleet Operations Audit, which evaluated the efficiency and effectiveness of fleet management and identified opportunities for improvement to provide enhanced value delivery to the City.
Jason Hails, MNP, provided a presentation outlining potential improvements to the management of fleet operations.
The Committee made the following comments on the Fleet Operations Audit presentation:
Commissioner Cane responded that staff had reviewed the report and would welcome further discussions to prioritize the recommendations before reporting back to Council. Graham Seaman, Director of Sustainability and Asset Management, added that the outcome of the federal election may impact relevant factors (i.e., carbon tax implications), which could affect the business case.
Cornell Community Park Lessons Learned
Ms. Bila, introduced the presentation on the Cornell Community Park - Lessons Learned Review and outlined the scope of the Auditor General’s review.
Jason Ducharme, MNP, outlined the summary of strengths, observations, recommendations, and management responses to the review of the Cornell Community Park.
The Committee made the following comments on the Cornell Community Park Lessons Learned presentation:
- Emphasized the critical importance of parks to the community and acknowledged the incredible return on investment the Cornell Community Park has been to the community.
- Underscored the need to continue advocating for changes to provincial policies regarding the amount of parkland to municipalities.
- Requested clarification on the project's budget noting that the initial budget was $12 million then had increased to $18 million, but returned to $12 million.
Follow Up Procedures Report
Ms. Bila presented the summary of findings from the Follow-Up Procedures report.
There were no comments from Committee on the Follow Up Procedures presentation.
Contact Centre Review
Ms. Bila provided a summary of the findings of the report for the Contact Centre review and opportunities for improvement.
The Committee made the following comments on the Contact Centre Review presentation:
- Requested for an clarification on the use of the Interactive Voice Response (IVR) system, concerns on why implementing an IVR system is not favored, and the need to conduct an evaluation of its pros and cons.
- Requested for clarification if all solutions is compatible with Microsoft 365 and if it will be integrated with artificial intelligence (AI)
Sumon Acharjee, Chief Information Officer, and Kimberley Kitteringham, City Clerk and Director of Legislative Services, provided clarification on the use of the IVR system, an update on the ongoing procurement for the telephony consultant and CRM product, and that the Contact Centre operates in multi-channel environment that provide various self-serve options (i.e. the use of the website and AI chatbot).
The Committee thanked the Contact Centre for their diligence in responding to incidences from the ice storm the past weekend.
The Committee also thanked the Auditor General and the team from MNP for their work.