990804 Regular Council AgendaTHE CORPORATION OF THE TOWN OF TILLSONBURG'
COUNCIL AGENDA
WEDNESDAY — August 4`h, 1999 — 2:30 P.M.
ORDER OF BUSINESS:
A. Adoption of Agenda
B. Closed Session
C. Presentation by Mr. Bob Reynolds, Allmat & Associates
— Compensation Review
D. Reports
1. Financial Systems Up -Date
2. Postings for Customer Service Centre Representatives
CORPORATION OF THE TOWN OF TILLSONBURG
STAFF REPORT
TO: David Morris, CAO DATE: August 3, 1999
FROM: Director of Corporate Services FILE: C.transitionteam
SUBJECT: Financial Systems Update NUMBER: C99002
PURPOSE
To provide an update for the CAO and Council regarding financial systems.
BACKGROUND
Section 4.2.8 of. the Allmat & Associates Organizational Report dated April 1999 states "... all
financial accounting requirements be consolidated for the corporation and any and all systems
which cannot become interactive or seamless towards the transferring of data be terminated at
the most appropriate time. This is another area of substantial savings for the corporation upon
its completion. "
A Financial Systems Team is currently assessing the systems in place and working on a
expeditious solution to providing financial support for the corporation and a possible Line
Distribution Corporation and Retail Affiliate for utility services. There are currently four systems
in place with a desire to converge all systems into one to maximize efficiencies. Parks and Rec is
using Accpac and Info2000, PUC is using Harris and the Town is using the Molnar system for
accounting purposes. The PUC has scheduled training to begin in September to introduce a new
version of Harris that they are planning to implement before the end of the year.
COMMENTS
Ideally, Parks and Rec books should be converged with the Town's immediately, however, the
Molnar system (Town's software) does not have an accounts receivable module, therefore, it is
more efficient to continue status quo until a Great Plains platform can be established.
The general ledger accounts for the Great Plains financial software purchased by the Town was set
up prior to the above mentioned Organizational Report being adopted by Council. The effects of
the Report, particularly the diminishing of Boards and Committees, has resulted in the chart of
accounts no longer being compatible. Therefore, it is necessary for the Directors to review the
chart of accounts and their respective reports to ensure that they will provide analysis required for
business planning purposes. It is anticipated that this process will take approximately one week.
Based on a format for account coding being decided upon, it will take a further two to three weeks
depending on number of employees dedicated to this function before it will be operational. It will
take another two weeks to set up the accounts payable and receivables to allow integration of all
financial activity resulting in a final completion date of approximately mid -October.
Staff Report
C99002
August 3, 1999
Further investigation is also taking place to see if the Great Plains Utility module can
accommodate the needs of the new Utility Corp. There are certain requirements of the utility
billing system that, according to PUC staff, have not been implemented into any current utility
billing software on the market.
It is our goal to continue review of this very important matter with expedience and an expectation
for convergence of as many systems as possible, depending upon results of the review, by the end
of the year.
RECOMMENDATION
"THAT the Staff Report dated August 3,199 arding teems Update be received
for information. "
Respectfully submitted,
Lynn S. Buchner, CGA, AMCT Approved by David Morris, CAO
CORPORATION OF THE TOWN OF TILLSONBURG
STAFF REPORT
TO: David Morris, CAO DATE: August 3, 1999
FROM: Director of Corporate Services FILE: C.transitionteam
SUBJECT: Postings for Customer Service NUMBER: C99001
Center Representatives
PURPOSE
For Council to consider approval of internal postings for the positions of Customer Service Centre
Representatives.
BACKGROUND
As recommended in the Allmat & Associates Organizational Report to direct the Town into a
more customer driven organization, Council has adopted the concept of a Customer Service
Centre. The Customer Service Centre is to consist of a team of cross -trained individuals
(Customer Service Representatives) who will provide "a one stop centre of excellence". A
Customer Service Representative job description for is attached for your perusal.
It is the goal of the Transition Team to introduce a preliminary form of the Customer Service
Centre (CSC) by September 201h. The primary functions to be performed at start up would include
the following:
• Vital statistics
- burial permits
- marriage licences
- birth registration
• Issuance of licences
- lottery licences
- business licences
- dog/cat tags
• Building permits/inspection scheduling
• Land use planning
• Affidavits — commissioner of oaths
• General requests for information
- industrial directories
- tourist brochures
- planning application forms
- other general requests/questions
• Program registration, room rentals, memberships
• Utility functions
Note - the hours of operation of the CSC are assumed to be 8:30 a.m. to 4:30 p.m. - same hours currently kept by the
PUC and the Municipal Office
Staff Report _ 2
C99001
August 3, 1999
COMMENTS
In order to commence operations at the Customer Service Centre by September 20te it is
necessary that certain events precede the opening in a timely manner. The following chart depicts
the critical issues that must be addressed and their respective targeted dates:
DATE ISSUES
August 4 Salary ranges
August 4 Approval to post Customer Service Representative (CSR) positions
August 6 Information meetings for staff members
August 6 Identify telephone number for call centre (CSC)
August 9 Adopt a personnel policy/including a transition policy
August 10 CSC renovations/reposition operational staff
August 25 Customer Service Representative Training
September 1 Marketing campaign
September 15 Customer Service Centre signage in place
September 20 Customer Service Centre open for business
RECOMMENDATION
"THAT Council hereby adopts the job description for Customer Service Representative as
presented by the Transition Team;
AND THAT offerings for interest in the positi , f-C to_ mer Service Representative shall be
posted for submissions from within the Corpo do on �'gusl 6;199,9 with a closing date of
August 13,1999. "
Respectfully submitted,
Lynn S. Buchner, CGA, AMCT proved by David Morris, CAO
n
CORPORATION OF THE TOWN OF TILLSONBURG
JOB DESCRIPTION
POSITION: CUSTOMER SERVICE REPRESENTATIVE
POSITION: GRADE
REPORTS TO: MANAGER OF CUSTOMER SERVICE
GENERAL STATEMENT OF DUTIES:
Under the direction of the Manager of Customer Service, this person shall
be responsible for maintaining the efficient/accurate and timely flow of
public information to customers and staff.
EDUCATION:
Grade 12 education or equivalent experience and/or training. Post
secondary education and work experience in a similar position preferred
but not required.
QUALIFICATIONS:
Excellent communication skills required.
Must demonstrate a quick learning ability.
Proficient in Windows 95 operating system environment. Ability to work
with Microsoft Office 97 programs.
Ability to handle cash, type and enter data accurately.
Friendly and pleasant disposition and able to work with others (both
public and staff.
Ability to work in a multi -task environment with continual change.
POSITION RESPONSIBILITIES:
Assist Customer Service Manager with procedure development,
implementation and maintenance.
Perform all clerical procedures relating to the cash functions, including
handling, processing data input and banking of payments received.
Maintain and perform billing functions as they relate to accounts
receivables.
Maintain customer master file account administration and maintenance
including new, existing and final service.
Program and Membership registrations along with facility scheduling,
rentals and referrals.
Prepare necessary permits, certificates licenses and applications.
To act as a customer solutions and service provider. This entails
extensive knowledge of all customer -related activities the municipality
offers.
Selling, marketing and packaging of new and existing products and
services.
4ssist with Elections, by-law and legislative services.
Responsible for the continual maintenance of municipal record
management and preparation of vital statistics.
Perform back-up support for other Municipal Administrative functions as
deemed necessary.
WORKING CONDITIONS:
Usual public office conditions with the expectation of frequent interruption
to answer questions and to provide information.
Working conditions and hours subject to change with changing policies
and procedures introduced by council.
Position will require 35 hours per week on a flexible schedule.
Position to require extensive training on an ongoing basis.
2
DRAFT ORGANIZATION CHART— CORPORATE SERVICES — FINANCIAL. FUNCTIONS
Corporate Services Director Admin.Assistant - shared by all Directors (1)
T_ - k- - records management
- I
Non -Financial Functions Revenue Manager of
Officer Customer Services
(I)
Tax Customer
Clerk Service Reps.
f1) (5)
Customer Service Centre
Staff complement outlined above - Full-time
- Contract/Short-Term
Staff complement with current stnrcnrre - Parks R Rec.
- PUC
-Town Office
- Public Works
[IR IT A/P AIR Personnel Deputy
( (1) (1) (1) Treasurer
Health (I )
R Safety
(Iyr contract)
(Current
Contract)
-misc. -payroll
-roaster records -benefits admin
mtnce.
-collection policy
14
3 17
5
7
9
23
i
utility
Finance
Officer
(1)
( short-term )