CORPORATE SERVICES DEPARTMENT

1
CORPORATE SERVICES DEPARTMENT
Summary – 2012 Corporate Services Operating Budget $
Gross Expenditures 33,031,500
Less: Interdepartmental Charges
Net Expenditures 32,268,270
Less: Revenue
Net Impact 13,127,340
Departmental Administration &
Corporate Matters
General Manager
Liaison with Policing, Conservation Authorities
Health & Social Services and Haldimand Hydro
Policing
O.P.P.
Police
Services
Board
•Appointed
members to
oversee policing
Haldimand
County Hydro
$ # Accounts
Property Tax Levy 50,006,430 21,180
Water & Wastewater User Fees 11,761,520 8,630
Clerks Services
Finance
Human Resources
Information
Systems
Support Services
•Contracted Service
Provider
Community
Policing
Committees
•Volunteer Groups
Residential Property Taxes to Fund Corporate Services $ %
Administration $10 1.4%
Conservation Authorities $14 1.9%
Clerk's Office & POA $14 1.9%
Human Resources $19 2.7%
Municipal Property Assessment Corp. $25 3.5%
Public Health $30 4.2%
Finance $32 4.5%
Social Housing $36 5.0%
Information Systems $45 6.2%
Support Services $52 7.2%
Social Assistance & Child Care $57 8.0%
Financial Charges $89 12.5%
Police $294 41.1%
Total for Department – 2012 Budget $716 100.0%
The average residential property pays $2,775 in taxes in 2012. $716
(25%) is attributed to Corporate Services functions, as noted above
Provincial
Offences Act
Administration
Council Services
Licensing / Vital
Statistics
FOI Requests /
Records
Management
Municipal
Elections
Budgets
Property Taxes &
W&S User Fees
Accounts Payable
Accounts
Receivable
Financial
Reporting
Recruitment /
Retention
Compensation &
Benefit
Administration
Employee
Services &
Training
Health & Safety
Labour Relations
Desktop Support /
Technology
Training
Application /
Software Support
Equipment
Deployment &
Maintenance
Wide Area
Network &
Communications
Access & Security
(includ.. Disaster
Recovery)
Customer Service
General Insurance
& Risk
Management
Procurement
Property
Legal Services
Coordination
Health & Social
Services
Shared Service with Norfolk
Advisory Committee Support
Staff attend monthly meetings
Monitor cost sharing allocations
Conservation Authorities
Point Region
Conservation Authority
Cost of Corporate Administration
as a % of 2010 Total Operating Costs
Haldimand Comparator Avg OMBI
2.5% 3.7% 4.1%
Providing Internal and External Customer Service:
Services provided by the Department are directed to both internal and external customers. Exceptional
customer service is strived for to meet the needs of other divisions within the County and the needs of the
public.
•Front line Customer Service
•Community Policing Committees
•Property Matters
•FOI Requests
•Website
•POA Court
Public
Employees
of the
Municipality
•Expense Reimbursement
•Payroll & Benefits
•Health & Safety
•Training
•Intranet
Staff Complement 2008 – 2012
Corporate Services Department – Full Time Equivalent (FTE)
Division 2008 2009 2010 2011 2012 5 yr
Change
Administration 2.33 2.33 2.33 2.33 2.33 0
Clerks 12.33 11.33 12.28 11.33 10.33 -2.0
Finance 15.99 15.99 15.33 15.33 15.33 -.66
•Liaison / Business relationsips
• Procurement of services
•Contact for information
•Process Grants/ Payments
External
Businesses /
Agencies
Council &
Other
Departments
• Advice
•Recruitment
•Financial Stewarding
•Information Technology Support
•Agreement/Bid Document Review
Human Resources 8.16 8.16 8.16 8.16 8.16 0
Information Systems 7.66 7.66 7.66 7.66 7.66 0
Support Services 11.33 11.33 11.33 12.33 12.65 +1.32
Total FTE 57.80 56.80 57.09 57.14 56.46 -1.34

CLERKS DIVISION
CORPORATE PURPOSE:
To administer the requirements of the Clerk’s Division for the County, including
administration of the Provincial Offences Act.
KEY FUNCTIONS:
ORGANIZATIONAL CHART
Administrative
Assistant
Clerk
2012 Budget
Staffing - # of FTE's 10.33
Gross Expenditures $ 1,020,290
Less: Interdepartmental Charges $ (21,710)
Net Expenditures $ 998,580
Less: Revenue $ (614,690)
NET IMPACT $ 383,890
2011 HIGHLIGHTS:
Completed Corporate Records Assessment
Revised procedural processes in tandem with new Council
Completed 2010 Municipal Election reporting and administered filing of financial
statements
Reassessed POA administration
2012 PRIORITIES:
Corporate Records Management Strategy
POA Fines Collection
Revision of Taxi Licensing By-law and Campground Licensing By-law
Consideration of Alternative Voting Methods for 2014 Municipal Election
Ward
6
Ward
5
Ward
4
Ward
3
Ward
2
Ward
1
Records
Managment
Analysis
Deputy Clerk /
POA Supervisor
POA Admin Clerk
/ Court Monitor
(3)
Licensing Officer
Division Support
(2)
Summer Student
Municipal Election Turnout
1812
2418
2221
2734
2576
3809
0 1000 2000 3000 4000
# of Voters
2010 2006
Performance Measures 2010 2011
Civil Marriage Ceremonies 6 11
Deaths registered 570 500
Licences issued 275 253
FOI requests processed 29 31
Records retrieval requests 78 118
Boxes of records shredded 311 326
Council/Committee meetings 41 38
Duration of Committee/Council
meetings (hours)
146 184
Police Services Board meetings 7 10
Court of Revision meetings 1 1
By-laws published 96 98
Agreements executed 107 123
POA Courtroom operating hours 206 196
Part I POA matters disposed 2,496 2,546
Part III POA matters disposed 537 582
POA Fines outstanding $5.48 m $5.69 m
POA Statistics
Increase/(Decrease) over
prior year
2010 2011
Charges Received (50.7%) 8.0%
Avg. Days to Disposition at trial (1.1%) (5.6%)
Events Heard (each charge heard (36.6%) 12.9%
at a trial)
Fines Outstanding 13.0% 3.9%

FINANCE DIVISION
CORPORATE PURPOSE:
To administer the financial operations of the County and provide support to County
departments and Local Boards, ensuring effective internal controls, fiscal planning and
management reporting.
KEY FUNCTIONS:
ORGANIZATIONAL CHART
Treasurer
Administrative Assistant
Summer Student
2012 Budget
Staffing - # of FTE's 15.33
Gross Expenditures $ 14,220,030
Less: Interdepartmental Charges $ (37,360)
Net Expenditures $ 14,182,670
Less: Revenue $ (17,471,470)
NET IMPACT $ (3,288,800)
Supervisor, Accounting
Services
Supervisor Budgets &
Reporting
Supervisor, Revenue
Services
Senior Accounting Clerk
Financial Analyst (X4)
Tax Collector
Accounts Payable Clerk
Tax Clerk
Accounting / Tax Clerk
Accounts Receivable
Clerk
2011 HIGHLIGHTS:
Completed Phase 1 of Tangible Capital Assets: Inventory, cost and report on
approximately $654 Million of capital assets – integral infrastructure to provide
essential services to the Taxpayers and residents of the County.
Timely Financial Reporting: Completed both 2009 and 2010 audited financial
statements during 2011 as well as other provincially required reporting (i.e. new
reporting for Long Term Care facilities starting in 2011 and grant reporting
requirements).
2012 PRIORITIES:
Water and Wastewater Rate Study
Policy development /updates
Issue debentures
Review Investment Strategies
CORPORATE / DIVISIONAL MEASURES:
Measure 2010 2011 Haldimand
OMBI
County Avg. Avg.
Number of invoices entered 28,574 30,213 29,394 n/a
Number of cheques issued 9,381 9,670 9,526 n/a
Integration into 2012 - 2014 Work plan
To assist in re-alignment of tasks
between finance staff.
Number of invoices paid per
14,653 16,785 15,719 13,104
equivalent Accounts Payable FTE
% of accounts payable paid within 30
days
78.2% 79.7% 79.0% 71.8% To monitor payments in relation to our
set terms.
Number of accounts receivable
invoices issued
6,415 6,254 6,335 n/a To assist in re-alignment of tasks
between finance staff.
% of accounts receivable over 90 days 3% 7% 5% 18% To monitor our collection efforts and
assist in implementation of A/R policy
including credit facilities.
Total tax accounts billed/managed per
year
Tax accounts in arrears 2,623 2,642 2,633 n/a
Total taxes receivable as percentage of
total taxes levied
Total Current tax receivables as
percentage of current billings
21,037 21,097 21,067 n/a To assist in re-alignment of tasks
between finance staff.
11.96% 12.87% 12.41% n/a
5.46% 5.83% 5.65% 3.10%
To monitor our tax collection efforts and
processes.

CORPORATE PURPOSE:
To provide a human resources management service for Haldimand County employees and
Council.
KEY FUNCTIONS:
2011 HIGHLIGHTS:
Negotiated renewal of the SEIU Local 1.Canada collective agreement
Began negotiations to renew Ontario Nurses’ Association collective agreement
Conducted WSIB Financial & Claims Management Study
Recruitment of Staff
Developed Workplace Violence Policy and delivered training
2012 PRIORITIES:
Collective Agreement Negotiations
AODA and Health and Safety Compliance
WSIB Claims Management
Pay Equity Plan maintenance
Recruitment Policy & Procedure
Human Resources Annual Report
HUMAN RESOURCES DIVISION
ORGANIZATIONAL CHART
Coordinator, HR &
Employment Services
Coordinator, HRIS/Benefits
HR Service Representatives
(2)
Manager, Human Resources
Administrative Assistant
(Part-time)
Coordinator, Health &
Safety
Payroll Services
Administrator
HR Service Representative
(Part-time)
Work Volume
2010 2011
T4s Issued 1027 1018
Records of
202 244
Employment Issued
Payroll Direct Deposits 14652 14877
Positions Recruited 85 105
Sick Leave Claims 36 45
Joint Health and Safety 32 32
Committees Meetings
Training Sessions
28 29
Hosted by HR
Grievances Filed 29 19
Job Evaluated 11 6
Retirements Processed 15 13
2012 Budget
Staffing - # of FTE's 8.16
Gross Expenditures $ 892,150
Less: Interdepartmental Charges $ (338,570)
Net Expenditures $ 553,580
Less: Revenue $ (24,150)
NET IMPACT $ 529,430
HR DIVISIONAL MEASURES: 2010 2011
Direct Payroll Staffing Cost
(as percentage of County Total Compensation Cost)
Human Resources Cost
(as percentage of County Total Compensation Cost)
0.27% 0.28%
2.8% 2.8%
CORPORATE STATISTICS: 2010 2011
Budgeted FTEs 440.65 442.02
Budgeted compensation $31,144,730 $32,384,030
Average sick days per employee 7.8 9.5
WSIB claims estimate (excl. liability) $504,552 $559,736
Overtime hours worked 12,998 16,400
Training Compliance N/A 81.3%
Employees eligible for retirement N/A 23
Employee Assistance Plan Utilization (#
new cases)
Years
65-69
60-64
55-59
50-54
45-49
40-44
35-39
30-34
25-29
20-24
15-19
10-14
5-9
0-4
Employee Age & Service
As of January 1, 2012
30 34
Years of Service
Age
0 20 40 60 80 100 120 140
# of Permanent Employees

CORPORATE PURPOSE:
To deliver comprehensive information technology services to meet the County’s vision
and corporate goals in an efficient and cost-effective way, for the benefit of the
organization and the community.
KEY FUNCTIONS:
INFORMATION SYSTEMS
ORGANIZATIONAL CHART
Desktop Support
Manager, Information
Systems
Application Support
Coordinator (2)
2012 Budget
Staffing - # of FTE's 7.66
Gross Expenditures $ 1,530,960
Less: Interdepartmental Charges $ (289,000)
Net Expenditures $ 1,241,960
Less: Revenue $ (8,730)
NET IMPACT $ 1,233,230
Systems Support
Network Support
Analyst (2)
Student (2)
HelpDesk Tickets by Category -
8%
7%
8%
7%
20%
6% 4%1% 21%
7%
5%
11%
13%
11%
5% 1%
14%
14%
20%
17%
2010 (% of 4585 tickets - inner circle)
2011 (% of 3514 tickets - outer circle)
Corporate SW / Database Development
Desktop Software Support / E-mail
Hardware setup / support
Account Setup / Security
Internet / Intranet Websites
Phones / Blackberry
Spam and Web Filtering
Connectivity / Remote Access / Wireless
Supply Requests
Staff / Furniture moves
Top 5 Website Pages Visited 2010
Top 5 Website Pages Visited 2011
2011 HIGHLIGHTS:
Enhancements to Website – surveys, online services page, photo gallery, e-mail us
Enhancements to Internal Website “Staff Information Network” –internal job postings
Technology assistance for two new arenas (video surveillance / Internet HotSpots);
Environmental Services SCADA; Emergency Operations Centres
Virtualization & Server Consolidation – implemented virtualization & setup a disaster
recovery site to ensure critical services are available in the event of a major disaster.
Contact Info.
Bid Opportunities
Library
Home Page
Careers
9380
20773
50266
90698
96866
0 50000 100000 150000
# of Visits
Police Check
Bid Opportunities
Library
Home Page
Careers
15292
21536
49987
87115
126645
0 50000 100000 150000
# of Visits
2012 PRIORITIES:
Technology Capital Replacement
Telephone System Replacement (VoIP) for Cayuga Administrative and satellite offices
Intrusion Detection / Prevention System
Technology Training/Development: Training sessions; e-Learning; recommended
computer proficiency levels
Application efficiencies/business process mapping (WorkTech); software upgrades
CORPORATE / DIVISIONAL MEASURES: 2010 2011 OMBI Median (2010)
Technology training sessions offered in-house 32 40 n/a
# of staff attending in-house training 139 165 n/a
Total Data Storage (TB) (approx 1500 CDs hold 1 TB) 4.15 5.11 n/a
# of Outlook mailboxes (205 are generic/resources/rooms) 592 n/a
Average mailbox size (GB) .55 n/a
# of computers supported 387 394 n/a
Website visits (per year) 699,302 771,407 n/a
Number of Visits to Municipal Website per Capita 15.5 17.1 16.9

Property Tax Payment/Info
Other Payments
Program Registrations & Rentals
Building Inspection Services
Licence & Permit Issuance
Commissioning Documents
Tender Distribution/Receipt
Rabies Vouchers
9-1-1 Signs/Distribution
Employment Applications
Water Applications
Culvert Installation
Parking Tickets
Composter Sales
General Inquiry/Complaints
Administrative Functions
CORPORATE PURPOSE:
To provide a variety of internal and external services which support the
day-to-day operations of the Corporation.
KEY FUNCTIONS:
Customer
Service
Procurement
Property
Risk
Management
& Insurance
Other
2011 HIGHLIGHTS:
2012 PRIORITIES:
•Provide front line support to all internal and external customers
•Phone, walk-in, email and mail services
•Licences and Permits, Payments, Registrations, General Inquiries
•Advertising, Civic Addressing, Tender Distribution
•Centralized purchasing expertise; administer procurement policy
•Review, prepare and evaluate bid documents/submissions
•Vendor debriefings, correspondence, advice, and assistance with
contract compliance issues
•Online Auction of surplus goods
•Central area for administration of real estate related matters
•Acquisition, Disposal, Easements, Encroachments, Leases
•Road Closure & Conveyance, Road Widening Transactions
•Manage surplus County properties
•Administration of General Insurance Program/Contract
•Claims Management and Subrogation
•Corporate Risk Management Initiatives
•Review of Agreements - Indemnification, Insurance, etc.
•Administration of Legal Services
•Office Inventory Control - Furniture, Office Supplies, Stationery
•Intergovernmental Affairs - Joint Services with Norfolk
County, Haldimand Hydro Inc.
•Coordination of Municipal Performance Measures Data
New Contract for General Insurance Program
Development & Implementation of a Certificate of Insurance
Database (293 active COI’s)
Reorganization of Road Closure Function
Development & Implementation of WSIB Certificate Database
Procurement Policy Revision & Implementation
Online Purchasing Document Distribution
Implementation of New Insurance Program
Risk Management Staff Training
Delegated Authority for Property Matters
Updated Real Estate Transactions Policy and Procedures
SUPPORT SERVICES
Summer Student
Purchasing &
Support Services
Coordinator
120
100
80
60
40
20
0
ORGANIZATIONAL CHART
Administrative
Assistant
Property
Coordinator
(3yr. Contract)
Manager, Support
Services
Customer Service
Representatives
(7.33)
Risk Mgmt &
Insurance
Coordinator
Insurance Claims Below Deductible
41
34
17
2010 Claims
Denied
18
42 30
45
SERVICES OFFERED BY CSR’S
OFFICE
Cayuga 1 5 2 3 4
Caledonia 1 4 5 2 3
Dunnville 1 2 5 3 4
Hagersville 1 2 3 5 4
Legend: Service offered at that location 1-5 Top 5 most popular services at that location
32
2011 Claims
Denied
Auto
Property
Liability
2012 Budget
Staffing - # of FTE's 12.65
Gross Expenditures $ 2,091,350
Less: Interdepartmental Charges $ (100,520)
Net Expenditures $ 1,990,830
Less: Revenue $ (560,200)
NET IMPACT $ 1,430,630
26%
11%
6%
7%
7%
17%
26%
ONLINE AUCTION 2010 2011
Number of Items Sold 425 291
Gross Revenue Collected $66,811 $62,286
PURCHASING DOCUMENTS > $5000 2010 2011
Tenders 33 47
RFP’s 17 17
RFQ’s 30 29
Informal Quotes 17 38
Other (Single/Sole, Co-op, etc) 16 18
154 133
Marriage
Licences
Payments Processed by CSR's
1782
Permits Issued by CSR's
418
305
Burial
Permits
1509
2011 Property Activity
based on 101 transactions
Road Closure Applications in Progress
Disposal Inquiries
Land Acquisitions
Land Transfers & Land Sales
Leases
Vesting Applications
Miscellaneous
2010 2011
560
680
Burn
Permits
2010 2011
16642
13255
321 287
Nonresident
Hunting
Licences
7066
97
Resident
Hunting
Licences
6975
CLASS Payments Tax Payments A/R Payments
94