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Fraud & Waste Hotline
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Our Performance Measures and Results

Audit Department Balanced Scorecard

Customer and Stakeholder Perspective

Strategy Performance Measure 2018 2019 2020 Target 
Support the achievement of transparent, efficient and effective City government services # of reports issued 23 33 25 25
The audit report was relevant and addressed the priority issues (out of 5) 5 n/a 1 5 4
The audit recommendations are 'value-added' (out of 5) 4 n/a 1 4 4
Audit recommendations accepted 100% 100% 100% 95%
Audit recommendations implemented 66% 62% 70% 70%

Financial Accountability Perspective

Strategy Performance Measure 2018 2019 2020 Target 
Deliver value-added, cost-effective and innovative audit services Operating Budget variance -16% -3% -3.6% 0%
Cost per billable hour $127.73 $157.2 2 $132.51 $247.00 3
Cost savings/avoidance identified through Audit services $0 $0 $0 n/a

Internal Processes Perspective

Strategy Performance Measure 2018 2019 2020 Target 
Complete the projects identified in the audit plan and report results to stakeholders % completion of Audit Plan 79% 88% 93% 100%
% Target budget hours met within 10% 96% 100% 97% 80%
Direct project hours
(as % of total hours)
73% 76% 75% 75%
Assurance Services
(as % of direct hours)
82% 71% 79% ≥75%
Advisory Services
(as % of direct hours)
9% 8% 2% ≤10%
Investigation Services
(as % of direct hours)
9% 21% 19% 4 ≤15%

Learning and Growth Perspective

Strategy Performance Measure 2018 2019 2020 Target 
Promote a respectful, team-oriented and professional workplace Staff complement 6.72 6.72 6.72 6.0
Number of Auditors (FTE) to total organizational staff 1:1371 1:1359 1:1361 1:940 5
% of Auditors with professional designations 100% 100% 100% 100%
Annual performance review for each employee 100% 100% 0% 6 100%
Number of training hours per FTE 43 40 51 40
Average level of staff satisfaction per annual
survey (out of 7)
5.9 6.5 6.8 6.0

1 No surveys issued/received during year.

2 Fluctuation due to employee vacancies and additional hours dedicated to performance management.

3 Based on an analysis of local professional services firms in 2020, a fully blended (senior manager to junior) equivalent rate.

4 Investigation Services were supplemented with resources from external professional services firms.

5 Based on an analysis of five (5) major Canadian cities municipal audit offices in 2019.

6 Annual performance reviews suspended for 2020 due to COVID-19.

Last update: February 18, 2021

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