Annual Report 2000 - Halifax Regional Municipality

S
Shared
Services
hared Services represents
an entrepreneurial
approach to providing
services to the various
business units within the
municipality. It clusters
expertise in selected
services common to the
Corporation under one
business unit. The level of
expertise that exists within
Shared Services enables
the municipality to perform
many functions in-house;
with greater time and cost
efficiencies. Shared Services
is a customer-driven unit,
focusing on the needs of
its clients. It is defined by
the solutions and results it
achieves for its clients.
Shared Services includes:
Fleet Management Services,
which provides safe,
reliable and appropriate
equipment and vehicles
and manages the long
term fleet utilization and
replacement program;
Marketing and Design
Services provides a unique
in-house marketing,
graphic design, print and
distribution service;
Customer Service Centres
provides “one stop
shopping” and ease of
access to municipal
services for residents of,
and visitors to, the
municipality; Corporate
Call Centre provides a
single gateway into the
organization, allowing for
easy access to consistent
up-to-date information;
Geographical Information
Services (GIS) provides
the business units of the
municipality with a
corporate-wide geographic
reference database and
system that captures,
stores, retrieves, analyzes
and displays information
and Payroll and
Administrative Services.
Accomplishments
Expansion of Services
The Customer Service
Centres have expanded the
“one stop shopping”
concept to include By-Law
Licensing for Automatic
Machines and Vendors &
Peddlers Licenses.
Call Centre
Integration of three
major call-taking
functions within the
organization into one
business unit.
Operations Fleet
Consolidation of
Operations Fleet at one
central location.
Quality of Data
GIS has improved the
quality of its data in order
to provide a higher level of
time critical support to
corporate projects.
Internal Support
Support to clients in the
implementation of SAP and
collective agreements.
Website
Redesigned corporate
website to improve
interactivity, consistency
and ease of navigation.
Current Initiatives
Fleet Management
Set benchmarks and
measure performance to
determine the most cost
effective delivery model.
Internal Service Delivery
Provide services to the
corporation that consist of
a fully integrated approach
to communications.
Customer Service Centre
Expand services to
include Internet access,
recreation facility permits
and selected licensing
services.
Call Centre
Integrate the existing
call/information centre
functions into one
business unit.
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At a glance...
• Maintains 600 operational
vehicles and 800 pieces of
small equipment, 177 buses, 3
ferries and 16 access-a-buses
• 236+ marketing and design
projects completed
• 1,700 visits to website per
day; average length of stay:
4.5 minutes
• 6 million+ images on the
photocopier
• 5.5 million+ images on the
presses
• 11,000,000 impressions
produced by the Print Shop
• Six Customer Service Centres
throughout the municipality
processed 200,000 payment
transactions, 75,000 service
payments, 42,000 general
inquiries, 2,000 marriage
licenses and 16,000 parking
ticket payments
• Call Centre processed
600,000 incoming calls
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