PUBLIC – Minutes of the Gatineau City Council meeting of the whole held in the committee room of the Maison du citoyen, 25 Laurier Street, Gatineau, on Tuesday, November 12, 2024, at 9:05 a.m., at which the following were present,
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Performance Diagnostic of the Société de transport de l’Outaouais (STO) by RCGT
Introduction by Councillor Jocelyn Blondin. Presentation by Mr. Patrick Leclerc and Mr. Benoit Séguin of the STO.
A question and comment period took place. Councillor Caroline Murray wished to have clarifications on the accuracy of the data presented regarding remuneration. Mr. Patrick Leclerc mentioned having identified certain issues, for which verifications were requested from RCGT (Raymond Chabot Grant Thornton). The data used by RCGT varies for the different transit companies (2023, 2024). He also raised other issues.
Councillor Mario Aubé asked if the diagnostic is good or bad for the STO. Mr. Patrick Leclerc mentioned that it is positive and that the diagnostic proposes avenues for improvement versus issues experienced. The performance of the STO, taken in isolation, does not cause surprise and they are satisfied with the recommendations. Mr. Aubé mentioned that the STO seems to be the worst transit company versus municipal contribution. Mr. Patrick Leclerc mentioned that the table only contains three of the indicators, explaining the positive points not highlighted. He emphasized that financial performance can be analyzed differently if service to the periphery and weekends are no longer offered; that this decision rests with the board of directors. The result in the table would be better with the removal of these elements.
Mr. Aubé also asked what the internal factors of the STO are: increase in fuel costs and the cost of parts. Mr. Aubé knows that the territory will not change and that densification will take time; he consequently asked what the STO's plan is. Mr. Patrick Leclerc mentioned that the STO can protect itself with certain indices for internal factors and that it will be important to properly target needs and demands, in reference to on-demand transport.
Councillor Catherine Craig-St-Louis mentioned that the minister has shifted the weight of public transit onto municipalities. Municipalities are left to their own devices for public transit funding, but the government nevertheless retains investments in road axes, which notably explains urban sprawl. She asked if we want the best efficiency or if we want to ensure we have a transport network that covers the territory.
Councillor Steven Boivin confirmed that the report looks at several avenues of analysis. Gatineau is an extensive city and the City could be higher in the ranking by cutting service to the periphery, which is not desired.
Councillor Denis Girouard asked what the STO's action plan is in terms of communications.
Councillor Jocelyn Blondin mentioned that the government is asking municipalities to fill the deficit. The municipality has been asking for a greater contribution from the government for public transit for years. He mentioned that the City made a choice for the registration tax, following the hypotheses presented, to improve service and meet the City's orientations. The City believes in public transit and the council has made decisions to meet the objectives set. The improvement of services will take place over two years. Mr. Girouard fears the negative impact of the diagnostic on citizens versus the imposition of a registration tax. Mr. Patrick Leclerc mentioned that the STO will demonstrate the benefits through its actions. RCGT confirmed that there is no mismanagement in transit companies. There is the monetary aspect and the STO must now demonstrate the service. In response to Mr. Girouard, Mr. Patrick Leclerc does not fear an impact on users; on the contrary, an increase is noted.
Ms. Murray wished to reiterate that the registration tax is in response to the lack of government funding. She mentioned that the STO was the transit company that experienced the slowest recovery following Covid, for various reasons. Now, there is a large increase and these results should not be slowed down.
Mr. Bureau highlighted that Ontario, unlike Quebec, would invest more in public transit than in the road network. Mr. Patrick Leclerc does not have access to this data but believes that investments should be higher for public transit.
Mayor Maude Marquis-Bissonnette mentioned that it is important to evaluate oneself well to draw conclusions and that it is the practice of the STO to do so, to better improve. It can become risky to compare oneself, especially based only on three criteria versus a 194-page report. The Mayor mentioned that Gatineau has a border reality, not experienced elsewhere in Quebec. Mr. Patrick Leclerc confirmed that this reality does not appear in the report, except for two elements, with clarifications on certain anomalies presented. He raised certain issues related to this cross-border reality. The STO must comply with provincial and federal regulations, while remaining competitive so as not to lose its employees. The Mayor mentioned that public transit is a political choice, notably regarding service across the entire territory or not, that it is an essential service. She believes that it is a choice for the future and that one must always seek to be better. The Mayor highlighted the presence of the STO representatives and thanked them for the transparency of their presentation.
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First-Year Review of the Citizen Interaction Service
Presentation by Mr. Justin Thibault, accompanied by Mr. Yess Gacem.
The objective of the presentation is to present the achievements of the Citizen Interaction Service during its first year of operation and provide an overview of upcoming initiatives.
Presentation Plan:
- Contextualization;
- Review of the first year;
- Ongoing initiatives;
- The future of the citizen experience in Gatineau.
A question and comment period took place. Councillor Mike Duggan highlighted the indicators included in the presentation, the attention paid to the 311 service, and telephone accessibility. He also asked if there are exceptions to the services covered. Mr. Justin Thibault mentioned that the Citizen Interaction Service wishes to become the first point of contact for citizens for all municipal services. There would subsequently be a second line, where citizen interaction would work in collaboration with the departments.
Councillor Louis Sabourin mentioned that the City of Laval uses artificial intelligence extensively, adding that many citizens still wish to have access to a physical person, which is provided for in the various actions. He also believes that artificial intelligence must be used in the present and not just as a future project for 311. Mr. Thibault mentioned that analyses are being carried out within the organization regarding artificial intelligence, specifying the tools that will first be offered to City employees, due to the sorting that must be done for the service offered to citizens and to allow for a rapid and safe impact. The City wishes for a link to be maintained with citizens, not only via artificial intelligence.
Councillor Catherine Craig-St-Louis wished to highlight the collaboration and efficiency stated on pages 23 and 24. She mentioned that some files are complex or can become so and that these desired actions will be beneficial. Regarding future alignments, she believes in the relevance of carrying out this project in parallel with the work related to the updating of the Cadre de participation citoyenne (Citizen Participation Framework), in order to place the citizen at the center of the City's work. She also appreciates the mission stated on page 6, which clearly states the objectives sought.
Councillor Steve Moran highlighted the importance of the work carried out and to be carried out by the Citizen Interaction Service, ensuring that we take care of how to respond to citizens and the quality of the responses offered. Regarding civility, he appreciates that tools are being provided, emphasizing that this is not a simple file. It is up to the City to ensure that employees can work in a safe and positive environment. There are consequences when communication is not effective, with an impact on municipal democracy.
Councillor Mario Aubé noted the identified service standards, particularly regarding the response time to citizens. He mentioned the importance of providing for these service standards internally. Regarding digital transformation, Mr. Aubé mentioned that many phone calls are still being made. He mentioned that many citizens would not receive an answer to their question when addressed by phone and asked how these follow-ups will be carried out. Mr. Aubé asked if follow-ups had been done with the union considering the changes in ways of working. He also asked what the timelines are for the implementation of the various targeted actions.
For the follow-up of requests, Mr. Thibault explained that the current technology is deficient and that a new customer relationship tool will be proposed for all departments, which will facilitate handling and responses. The desire is to have more transparency in access to information. Mr. Thibault also confirmed that several meetings have taken place with the union since the implementation of the Service, that they are part of the reflection and the changes implemented and to come. Regarding the timeline, Mr. Thibault mentioned that a horizon of three to four years is desired, but that the Service must align itself with the other major projects of the City. A subsequent presentation will be made to the council to present the timelines.
On page 21, Councillor Edmond Leclerc asked if the mentioned guide is available and if the service standards are quantifiable. Mr. Thibault explained that the guide is available via a website created for City employees, as well as various tools. Some indicators will be measurable, with examples, but Mr. Thibault explained that the technology does not allow this in all spheres, but that these follow-ups are desired. As an elected official, Mr. Leclerc would like to be able to present the service levels in place. He added that the structure has moved enormously during the current mandate and that the services are working in this direction. However, he does not believe that centralization is the best answer for the various sectors of the City, even if it is more efficient. So far, he has the feeling that the City is committed to results when changes are proposed and implemented. As elected officials, they have a duty to come to the citizens with a clear commitment regarding service deadlines and applied standards. He wishes for the performance commitment to be presented first, before any decision-making.
Regarding service deadlines, Councillor Marc Bureau asked what the timelines are within the organization. Mr. Thibault explained that the change was made last week and that a tour of the departments is planned for November and December 2024, in order to refine the strategy by department, according to the particularities of each. Action plans will subsequently be deployed over a period of two years. Mr. Bureau mentioned that the elderly have difficulty obtaining information from the SUDD (Urban Development Department) and asked what the main clientele of the service centers is. Mr. Thibault noted that work is underway with the SUDD in this regard, to help them improve service and determine what follow-ups will be done by citizen interaction and by the SUDD. For the clientele of the service center counters, Mr. Thibault explained that a study was done last summer and that the data confirms that the main visitor pool is 35 to 44 years old.
Councillor Jean Lessard mentioned that there are workspaces in the libraries and asked if there have been reflections so that people can access them to formulate their questions. He also asked if digital boards will be available in the service centers. Mr. Thibault confirmed that these two alternatives are currently under study, with examples of the reflections in progress.
Councillor Denis Girouard asked if a collaboration would be possible between various organizations and the City, to lend a hand to the services. He also mentioned having concerns about a response sometimes given by 311, which refers the citizen to elected officials. Regarding possible partnerships, Mr. Thibault took note of the suggestion, the philosophy of the service being to go towards the citizen. For 311, Mr. Thibault is confident that the proposed revision, currently underway, will address the concerns raised. Mr. Girouard addressed a question about the training offered at 311 and Mr. Thibault explained what is being done and what would be desired.
Councillor Bettyna Bélizaire first raised that there are few elements in the presentation demonstrating that the City is going towards the citizen. She also asked if a specific analysis had been done regarding ADS+ (Gender-Based Analysis Plus), adding that some citizens do not have the reflex to go towards the City. She mentioned the importance of knowing the needs of everyone. Mr. Yess Gacem replied that the next presentation, which will be made by the Communications Department, will answer some of Ms. Bélizaire's questions. For ADS+, Mr. Gacem mentioned that transversal reflections could be applied. Mr. Thibault confirmed that standardization is important, but that personalization will be taken into account for citizens, as realities and needs are different.
On page 25, Councillor Jocelyn Blondin mentioned that incivility is unacceptable and that many employees are experiencing difficult situations. He asked if all employees will receive training. Mr. Thibault mentioned that the committee created is interdepartmental, in order to meet all municipal needs, for all employees who have interactions with citizens. He added that procedures will also be put in place to support all staff. This project will be carried out in 2025. Mr. Thibault added that the project is being worked on in collaboration with the STO (Outaouais Transit Society) and the Maison de la culture.
Mayor Maude Marquis-Bissonnette thanked Mr. Thibault for the presentation and his enthusiasm. She highlighted that the first year allows for a check-up as well as a diagnosis. The City is facing several challenges, but the goal is clear. Interactions are the image that citizens have of the City. If we can communicate better and make the work of the services known, it will be positive. The proposed solutions will allow the City to improve. We must move towards an exemplary citizen experience.
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Survey on Gatineau Citizens' Information and Communication Habits and the 'Gatineau pour la vie' Campaign
Presentation by Ms. Marie-Hélène Rivard and Sonia Lebel, accompanied by Mr. Yess Gacem.
The objective of the presentation is to present the highlights of the survey conducted in May 2024 concerning the habits and preferences of Gatineau citizens regarding information and communication, as well as the Gatineau pour la vie (Gatineau for Life) campaign.
Presentation Plan:
- Methodology used;
- Highlights – Communication;
- Gatineau pour la vie;
- Highlights – GPLV;
- Conclusion;
- Questions and exchanges.
A question and comment period took place. Councillor Gilles Chagnon mentioned that citizens need information and that the presentation confirms that people need access to newspapers. He mentioned that citizens in the west often ask him if publications will be made in newspapers and what strategies will be put in place for local newspapers. Ms. Marie-Hélène Rivard explained that we cannot control the disappearance of certain paper newspapers, that publications continue, and that we must combine needs and expectations with efficiency. Efforts must therefore be multiplied and communications can be made when there are needs, but the survey shows that many no longer read newspapers. She also gave the example of paper documents distributed when required. Ms. Sonia Lebel gave examples where paper is maintained (e.g., summer activities, roadwork, traffic obstructions, pilot projects). Paper is therefore used in a targeted manner, but an analysis is carried out for each campaign to properly target how to better reach people. Mr. Chagnon believes that there is a gap and that the Web cannot answer everything and wishes for a strategy for publications in local newspapers. For those 65 and over, Ms. Lebel mentioned that a large majority of the population wants an electronic newsletter (75%) and that a case-by-case analysis must be carried out for the various campaigns and the remaining 25%. Ms. Rivard took note of Mr. Chagnon's comment, noting that paper media remain among the means, even if these means change and evolve.
Councillor Mario Aubé asked if it is planned to conduct another survey to see the trend. Ms. Rivard confirmed that follow-ups are desired every five years. Regarding SMS, Mr. Aubé asked if communications other than for emergencies could be made. Ms. Rivard confirmed that citizens' contact information cannot be used unless previously authorized, with the exception of emergency measures. Ms. Rivard gave examples of the desired centralized newsletter, which will be able to meet the needs identified by citizens. For garbage collection, Mr. Aubé mentioned that a second clear image was published, confirming that it is important to adapt to different audiences. Mr. Aubé mentioned digital display boards, reiterating that he believes in this means of communication.
Councillor Denis Girouard mentioned that citizens do not always have information on the various sites open and closed and asked if it would not be possible to provide seasonal communications to this effect. On how to reach citizens, Mr. Girouard addressed a question regarding people over 45 and asked if it would not be possible to use neighborhood bulletins to reach more people, in partnership with associations. Ms. Lebel mentioned that for most communication campaigns, when the City needs to reach a majority of the population, associations are leveraged.
Councillor Marc Bureau asked that the City have a general newsletter. Ms. Lebel mentioned that the question was conditional (page 15) and that it is in response to this question that the possibility of a newsletter was suggested. Ms. Rivard reiterated that it is the City's desire to create one, based on the preferences identified by citizens. The goal is to centralize and organize, in collaboration with the Citizen Interaction Service, processes currently carried out in isolation by certain departments.
Mayor Maude Marquis-Bissonnette thanked the team for the presentation and that the evaluation carried out is a good practice. She asked how the results influence the future actions of the Communications Department. Ms. Rivard mentioned that it will become a tool, that each campaign has a different objective. Campaigns are targeted at certain citizens, others at everyone; the needs of citizens and departments are different. We want to optimize the way of working to put energy in the right place and have a return on investment. Performance indicators will also be available, with indicators available for the various campaigns.
Councillor Mike Duggan found the campaign well-planned and conducted, noting that the challenge is significant. He appreciates the display boards to reach the entire population. Mr. Duggan addressed a question regarding promotional items and Ms. Lebel mentioned that their popularity has been variable over the years. She added that elected officials will be surveyed to identify new desired items, prior to any new order, with explanations on the desired follow-ups.
Councillor Isabelle N. Miron found the results encouraging and confirmed a change in mentality. She recalled the immense success of the "Profite de l’été" (Enjoy the Summer) program when all activities were grouped at the same address. Ms. Miron added that the paper program was appreciated. Ms. Rivard confirmed that the desire is to have integrated communications, to avoid siloed communication.
Councillor Steven Boivin highlighted that the Communications Department is present for all citizens and City departments. He added that Gatineau is a merged city and that the context can sometimes be difficult considering the sense of belonging. He believes in the common identity, but mentioned that we must not forget the identity of each of the sectors. The influence of these sectors will make the City shine. Mr. Boivin believes that too much centralization can sometimes be harmful, with examples. Mr. Boivin asked what findings were made from the release of the new logo, the lessons learned, and how the department will bounce back from this situation. Ms. Rivard mentioned that this project was indeed a learning experience for the Communications Department, which is used to managing projects for others, without having the resources for its own projects. There are indeed lessons learned and Ms. Rivard returned to the objectives targeted by the new logo. She added that optimization is desired, that work is underway within the department. The logo is one of the elements of modernization, with explanations of the advantages related to it. The Department was both client and supplier; two teams could have worked on it.