Corporate Services

Clerk's

Funding Source	Divisional Sub-Services
Funding Source	Offering	Type	Name	Source
Tax Levy Development Charges User Fees	Mandatory	Core	Council, Governance Support and Elections	Provincial
	Mandatory	Core	Legislative Services and Legal	Provincial
	Discretionary	Ancillary	Permits, Licenses and Programs	Council Approved / Administrative

Governing Legislation, By-laws or Corporate Policies
Municipal Act, 2001 Municipal Freedom of Information Act, 2001 Planning Act, 1990 Municipal Elections Act, 1996 Conflict of Interest Act, 1990 Drainage Act, 1990 Ontario Heritage Act, 1990 Funeral, Burial and Cremation Services Act, 2002 Accessibility for Ontarians with Disability Act, 2005 O.Reg.429/07 Accessibility Standards for Customer Service	Noise By-law Pet License By-law Animal Control By-law Signs By-law Road Occupancy By-law Property Standards By-law Council By-law Recruitment and Appointments Policy Grants to Community Organizations Policy Use of Corporate Resources During Elections Policy Procedural By-law Kennel and Doggie Day Care By-law Large Scale Events on Private Property By-law

Council, Governance Support and Elections

Name and Description	Level of Service	Service Standard
Council, Governance Support and Elections Legislated provision of services to Council, Committees, Boards, the Corporation, and the public by way of non-partisan functional support to Council and governance matters, governance policy development, management of elections operations, management of agendas, minutes, by-laws, webcasting, publications, website updates.	(7) Elected Members of Council (Mayor + (6) Ward Councilors) Bi-weekly Council Meetings (summer break in July and August) Monthly Public Planning Meetings Term of Council Elections Every (4) Years	Agendas published (2) business days prior to Council and Public Planning meetings Minutes adopted at subsequent Council or Public Planning meeting and published within the next (2) business day

Name and Description

Level of Service

Service Standard

Council, Governance Support and Elections

Legislated provision of services to Council, Committees, Boards, the Corporation, and the public by way of non-partisan functional support to Council and governance matters, governance policy development, management of elections operations, management of agendas, minutes, by-laws, webcasting, publications, website updates.

(7) Elected Members of Council (Mayor + (6) Ward Councilors)
Bi-weekly Council Meetings (summer break in July and August)
Monthly Public Planning Meetings
Term of Council Elections Every (4) Years

Agendas published (2) business days prior to Council and Public Planning meetings
Minutes adopted at subsequent Council or Public Planning meeting and published within the next (2) business day

Legislative Services and Legal

Name and Description	Level of Service	Service Standard
Legislative Services & Legal Leading records and information management services for the corporation and to the public promoting open government and informational stewardship. Management of legislative requirements on public meetings and other statutory reporting; management of accessibility planning and reporting. Development and review of Township policies and procedures.	Formal Complaints Freedom of Information Requests Public Planning Notices in newspaper and Township website Other Notices (i.e., EA Study, Construction) advertised in local newspaper Multi-Year Accessibility Plan	Formal Complaint acknowledged within (3) business days from receipt of complaint; investigation and response letter within (30) business days FOI acknowledgement in (3) business days and processed within (30) days or wherever extension properly applied Public Planning Notices advertised (20) days before the public meeting Other Notices advertised for (14) days in advance of commencement Multi-year Accessibility Plan updated every (5) years

Name and Description

Level of Service

Service Standard

Legislative Services & Legal

Leading records and information management services for the corporation and to the public promoting open government and informational stewardship. Management of legislative requirements on public meetings and other statutory reporting; management of accessibility planning and reporting. Development and review of Township policies and procedures.

Formal Complaints
Freedom of Information Requests
Public Planning Notices in newspaper and Township website
Other Notices (i.e., EA Study, Construction) advertised in local newspaper
Multi-Year Accessibility Plan

Formal Complaint acknowledged within (3) business days from receipt of complaint; investigation and response letter within (30) business days
FOI acknowledgement in (3) business days and processed within (30) days or wherever extension properly applied
Public Planning Notices advertised (20) days before the public meeting
Other Notices advertised for (14) days in advance of commencement
Multi-year Accessibility Plan updated every (5) years

Permits Licenses and Programs

Name and Description	Level of Service	Service Standard
Permits, Licensing and Programs Provision of a variety of licenses and permits for the community. Provide ceremonial and official event services and deliver provincially delegated services	Commissioner of Oath by appointment; optional walk-in subject to commissioner on-site availability Marriage Licenses by appointment only Marriage Ceremonies offered on Friday’s only Application intake and processing for: Kennel and Doggie Day Care (includes Animal Services inspection) Film Permit Noise Exemption Road Occupancy Permit Cat/Dog Tags - Pet License (Renewed Annually) Lottery License Emergency Address Sign Municipal Consent for Liquor Sales License Nobleton Cemetery plot purchases (by appointment only) Community Grants awarded annually	Service level standards applicable to complete applications Kennel and Doggie Day Care License Renewal by April 30th (annually) Pet Licenses Service animals are exempt New tags (i.e., new pets) mailed within (4) weeks of request (good for lifetime of pet(s)) Annual license renewal required Film Permits, Noise Exemption and Lottery Licenses and Municipal Consents require application submissions minimum (30) days in advance of scheduled date Road Occupancy permits require application submission minimum (60) days in advance of schedule date Emergency Address sign orders completed within (45) days (orders placed monthly) Annual Nobleton Cemetery reporting

Name and Description

Level of Service

Service Standard

Permits, Licensing and Programs

Provision of a variety of licenses and permits for the community. Provide ceremonial and official event services and deliver provincially delegated services

Commissioner of Oath by appointment; optional walk-in subject to commissioner on-site availability
Marriage Licenses by appointment only
Marriage Ceremonies offered on Friday’s only
Application intake and processing for:
- Kennel and Doggie Day Care (includes Animal Services inspection)
- Film Permit
- Noise Exemption
- Road Occupancy Permit
- Cat/Dog Tags - Pet License (Renewed Annually)
- Lottery License
- Emergency Address Sign
- Municipal Consent for Liquor Sales License
- Nobleton Cemetery plot purchases (by appointment only)
Community Grants awarded annually

Service level standards applicable to complete applications
Kennel and Doggie Day Care License Renewal by April 30th (annually)
Pet Licenses
- Service animals are exempt
- New tags (i.e., new pets) mailed within (4) weeks of request (good for lifetime of pet(s))
- Annual license renewal required
Film Permits, Noise Exemption and Lottery Licenses and Municipal Consents require application submissions minimum (30) days in advance of scheduled date
Road Occupancy permits require application submission minimum (60) days in advance of schedule date
Emergency Address sign orders completed within (45) days (orders placed monthly)
Annual Nobleton Cemetery reporting

Headline Performance Measures

Headline Performance Measures
How Much (#) of Council and Public Planning Meetings hosted (#) of Regulatory requests received (#) of Public Planning circulations (#) of permits, licenses and exemptions processed (#) of marriage ceremonies How Well / Better Off (%) of Council and Public Planning agendas published in accordance with the Procedural By-law (%) of Council and Public Planning meeting minutes requiring no changes (%) of Regulatory requests in compliance with legislated timeframes (%) of public planning notices issued within legislated timeframes (%) of permits, licenses and requests processed within defined standard

How Much

(#) of Council and Public Planning Meetings hosted
(#) of Regulatory requests received
(#) of Public Planning circulations
(#) of permits, licenses and exemptions processed
(#) of marriage ceremonies

How Well / Better Off

(%) of Council and Public Planning agendas published in accordance with the Procedural By-law
(%) of Council and Public Planning meeting minutes requiring no changes
(%) of Regulatory requests in compliance with legislated timeframes
(%) of public planning notices issued within legislated timeframes
(%) of permits, licenses and requests processed within defined standard

Communications and ServiceKING

Funding Source	Divisional Sub-Services
Funding Source	Offering	Type	Name	Source
Tax Levy	Discretionary	Ancillary	Communications & Public Engagement	Administrative
Tax Levy	Essential	Core	ServiceKING	Council-Approved

Governing Legislation, By-laws or Corporate Policies
Customer Service Standards Policy

Communications and Public Engagement

Name and Description	Level of Service	Service Standard
Communications and Public Engagement Provision of communications and public engagement regarding information about Township business activities, new initiatives, projects/programs and general or targeted updates/alerts. Responsible for the SpeaKING System Administration. Provision and coordination of communications relating to the corporate direction, initiatives, and informational updates significant to the general public	Emergency / Service Alerts (Website) Corporate Twitter, Facebook content management LinkedIn co-content management SpeaKING co-content management King Bulletin E-Newsletter Weekly King Sentinel presence Media Releases as needed	Min. (1) social media post per day of Township content King E-Bulletin published monthly (2) dedicated Township King Weekly Sentinel pages

Name and Description

Level of Service

Service Standard

Communications and Public Engagement

Provision of communications and public engagement regarding information about Township business activities, new initiatives, projects/programs and general or targeted updates/alerts. Responsible for the SpeaKING System Administration. Provision and coordination of communications relating to the corporate direction, initiatives, and informational updates significant to the general public

Emergency / Service Alerts (Website)
Corporate Twitter, Facebook content management
LinkedIn co-content management
SpeaKING co-content management
King Bulletin E-Newsletter
Weekly King Sentinel presence
Media Releases as needed

Min. (1) social media post per day of Township content
King E-Bulletin published monthly
(2) dedicated Township King Weekly Sentinel pages

ServiceKING

Name and Description	Level of Service	Service Standard
ServiceKING Provides seamless integrated access to Township services through the phone, email, main reception center (KTMC) and online. Provides leadership on citizen service aspects of the corporate strategy and client experience initiatives. First point of contact to triage citizen payments, inquiries, correspondence, complaints.	Management of main Township phone line / calls (905-833-5321) available 24/7 Management of main Township email account / messages (serviceking@king.ca) available 24/7 Management of ServiceKING Online Customer Centre and Online Services available 24/7 In-Person ServiceKING Counter services at the King Township Municipal Centre is available Monday – Friday 8:30am – 4:30pm	Voicemails, emails, and online requests acknowledged within (2) business days with expected follow up time provided at time of acknowledgement

Name and Description

Level of Service

Service Standard

ServiceKING

Provides seamless integrated access to Township services through the phone, email, main reception center (KTMC) and online. Provides leadership on citizen service aspects of the corporate strategy and client experience initiatives. First point of contact to triage citizen payments, inquiries, correspondence, complaints.

Management of main Township phone line / calls (905-833-5321) available 24/7
Management of main Township email account / messages (serviceking@king.ca) available 24/7
Management of ServiceKING Online Customer Centre and Online Services available 24/7
In-Person ServiceKING Counter services at the King Township Municipal Centre is available Monday – Friday 8:30am – 4:30pm

Voicemails, emails, and online requests acknowledged within (2) business days with expected follow up time provided at time of acknowledgement

Headline Performance Measures

Headline Performance Measures
How Much (#) of media releases (#) of social media posts (#) of webpage postings (#) of CRM cases created by ServiceKING (#) of ServiceKING community interactions / type How Well (%) of media releases that get other media pickup (#) of social media post reach (Facebook & Twitter) (#) of social media likes (Facebook & Twitter) (#) of social media followers (Facebook & Twitter) (#) of social media reposts (Facebook & Twitter) (#) of website page views (#) of SpeaKING online engagements (#) of King Bulletin subscribers King Bulletin Open Rate Average King Bulletin click-through rate (%) of ServiceKING inquiries and complaints responded to within standard (2 business days) / type

How Much

(#) of media releases
(#) of social media posts
(#) of webpage postings
(#) of CRM cases created by ServiceKING
(#) of ServiceKING community interactions / type

How Well

(%) of media releases that get other media pickup
(#) of social media post reach (Facebook & Twitter)
(#) of social media likes (Facebook & Twitter)
(#) of social media followers (Facebook & Twitter)
(#) of social media reposts (Facebook & Twitter)
(#) of website page views
(#) of SpeaKING online engagements
(#) of King Bulletin subscribers
King Bulletin Open Rate
Average King Bulletin click-through rate
(%) of ServiceKING inquiries and complaints responded to within standard (2 business days) / type

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