Service Delivery

This course will equip elected officials with the knowledge to make strategic, informed decisions about municipal service delivery. From understanding council’s role to evaluating funding models and sustainability, participants will explore the core principles, models, and considerations involved in delivering services that meet the evolving needs of their communities.

What is covered in Service Delivery?

Understanding Municipal Services

Explore the broad landscape of municipal services: direct, indirect, internal, and external
Identify common service areas and delivery responsibilities under the MGA
Recognize contextual changes that shape how services are delivered

Exploring Service Delivery Models

Compare options for delivering services: direct, contracted, regional, partnerships, P3s, and more
Evaluate models based on efficiency, control, cost, and community impact
Learn how collaboration can shape delivery opportunities

Roles & Responsibilities

Understand your role in setting service levels
Clarify administrations operational roles
Learn how to balance leadership with governance responsibilities

Funding Services

Understand cost drivers behind service delivery and available funding tools
Explore taxes, user fees, and grants and how they function to support service delivery
Align funding decisions with policy objectives, affordability, and equity

Setting Service Levels

Define customer-facing and technical service levels
Examine how to align expectations between council, staff, and constituents
Learn how levels of service influence prioritization, budgeting, and communication

Service Sustainability

Explore sustainability and financial resilience
Assess strategic risks to long-term service delivery
Identify how to support asset management and planning framework

Monitoring & Communicating

Learn how services are monitored for effectiveness and community impact
Explore benchmarking, annual reporting and service delivery reviews
Understand the importance of communicating to the public