Service Delivery Reviews

Service Delivery Reviews

Through the Audit and Accountability Fund, the Ontario government has offered funding to large municipalities to conduct service delivery and administrative expenditure reviews to find efficiencies while protecting important front-line services. 

In 2019, the Province of Ontario made funding available to large municipalities to undertake service reviews. Regional Council engaged consultant KPMG to conduct this review. The goal of this review was to identify opportunities to reduce costs and/or help make our programs more efficient and effective.  

Read KPMG's final report: Service Review 2019

Read KPMG's final report: Service Review 2019 - Appendix A -- service profiles.

In 2021, the Province of Ontario made a second intake of funding available through the Audit and Accountability Fund.  The Region engaged consultant PwC to conduct a review to identify and assess opportunities to leverage novel technologies and capabilities such as Artificial Intelligence (AI), process automation and advanced analytics in order to streamline activities, create time savings, enhance cost-avoidance and enable staff to do more value-add tasks.    

Region of Waterloo: Identifying Opportunities to Leverage AI: Pwc Report 2021


In 2022, the Region once again received funding from Ontario’s Audit and Accountability Fund.  Perry Group Consulting were engaged to review and assess digital service capabilities across the Region and develop a road map that would improve service delivery, help the organization respond to growth, and focus resources towards key issues facing the community today and in the future.  Read Perry Group's final report.


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