Null

Item No. 7.3

Council Report: CM 4/2020

Subject: Summary of Hotline Issues Referred to Management by PwC – 2019 Q4 - City Wide

Reference:

To: Mayor and Members of City Council Recommendation:

Recommendation:

THAT City Council RECEIVE FOR INFORMATION the Summary of Hotline Issues Referred to Management by PwC from October 1, 2019 – December 31, 2019 (attached as Appendix A).

Executive Summary:

N/A.

Background:

On June 17, 2013, City Council approved CR110/2013 which approved the Hotline & Notification Protocol. The Hotline & Notification Protocol was subsequently updated with M234-2014 on May 20, 2014. PwC monitors the incoming calls, emails and letters to the City's Concerned Citizen/Employee Hotline and uses the approved decision tree contained in the Protocol to determine whether PwC or City management is best sui ted to investigate and resolve each issue.

Discussion:

For the period of October 1, 2019 to December 31, 2019, PwC referred twelve (12) Hotline messages to management for investigation and action. For a summary of all Hotline messages referred to management by PwC for the period noted, please see Appendix A. As of the date of this report, all Hotline messages referred to management have been reviewed and have been closed. All issues from previous quarters have also been reviewed and closed.