WHEREAS Members of Council are elected by residents to represent them at the City of Ottawa, and residents expect that when they reach out to their elected officials they will receive timely and respectful responses; and
WHEREAS Members of Council rely on timely, accurate, and complete information from City staff in order to respond to residents, address time-sensitive constituency matters, and make informed decisions; and
WHEREAS clear and consistent internal service standards support accountability, transparency, and effective collaboration between Members of Council and City staff;
THEREFORE BE IT RESOLVED that the City Manager establish and implement a corporate service standard for responses to requests from Members of Council and Councillors’ Offices (“Councillor Office Requests”), applicable across all departments and supported by a standardized tracking mechanism; and
BE IT FURTHER RESOLVED that the service standard should include consideration of the following elements:
1. Scope and Definitions
Define “Councillor Office Request,” and clarify that the service standard does not replace formal Council or Committee reports, statutory timelines, or legislated processes. Definitions shall include when the response timeline begins (“clock start”), as well as definitions for “Acknowledgement,” “Interim Update,” and “Substantive Response.”
2. Acknowledgement Timeline
Staff shall provide an acknowledgement within one (1) Business Day of receipt of a request, including the assigned staff lead, a tracking reference number, and a target date for the substantive response or first interim update. Each department shall identify a designated alternate contact to ensure acknowledgements are issued during staff absences.
BE IT FURTHER RESOLVED that the service standard should include consideration of the following:
1. Substantive Response Timeline – Routine Requests
For routine requests, staff shall provide a substantive response within five (5) Business Days of receipt.
2. Complex Requests
Where a request requires coordination across departments, research, or additional analysis, staff shall provide an interim update within five (5) Business Days outlining the work required and providing an estimated response date.
A substantive response should normally be provided within twenty (20) Business Days, unless extended in accordance with this service standard.
3. Missed Timelines
If staff cannot meet a prescribed timeline, they must provide an update prior to the deadline outlining the reason for the delay, work completed to date, a revised target date, and the timing of the next update.
4. Urgent Matters
The service standard shall include a mechanism for addressing urgent requests, including direct contact with the respective General Manager and/or the City Manager.
5. Escalation Process
The service standard shall include a clear escalation pathway for overdue responses through departmental management levels up to and including the City Manager’s Office.
6. Tracking and Reporting
The City shall implement a standardized tracking mechanism for Councillor Office Requests and provide the option for automated standard reports for each Ward Councillor which could include metrics such as request volume and on-time response metrics by department.
BE IT FURTHER RESOLVED that the City Manager report back to Council with the recommended service standard and implementation details within one hundred and twenty (120) days of adoption of this motion.