Service Initiative: Value and Innovation (Details)

Name of province/ territory:


City/ Region:


Description of Initiative:

The Service Initiative is an organization-wide review of how policing services are delivered to the community in order to address the challenges and pressures related to changing demographics, budgets, growth. Citizens have increasing expectations for better service and greater value from the Ottawa Police Service.

Initiative Key Objectives:

A number of key goals or filters will be applied to all initiatives, processes or recommendations examined by the Service Initiative Project Team. For each project undertaken by the team, the following three parameters or goals must be met:

  • Are these initiatives or recommendations in line with providing or supporting our key policing responsibilities?
  • Do the changes provide enhanced service to the citizens of Ottawa as well as to our members?
  • Do these initiatives, process changes or recommendations fit within the framework of a sustainable policing model?

Section Responsible for Implementation:

Service Initiative Project Team, under governance structure reporting to Executive Officer, Steering Committee, Chief of Police

Key Contact:

Terry Cheslock

Groups/ Agencies/ Key Partners Involved:

  • other police services
  • civilian governing authorities
  • police association or union
  • other government departments/agencies
  • academic institutes (research and evaluation)

Level of Involvement (consultative - information sharing) and/or cooperative - direct involvement):

The Service Initiative is internally driven, with professional services assistance, collaboration with the City, and consultation with the community.

Amount of Time Initiative has been in Place:

In 2011 the Ottawa Police Service began the Core Service Renewal (CSR) project, with the goals of improving efficiency and effectiveness in service delivery through the identification of the core services provided by our service. The vision of change for the organization was further refined and expanded with a change in chiefs in May 2012. The Service Initiative began as part of the CSR in late 2011, but was revamped with a broader scope and reoriented approach in May 2012 following the appointment of Chief Bordeleau. Our internal work has been ongoing since February, but it is expected this could be a two-year project with immediate, medium-term and long-term implementation.

Reason for Undertaking the Initiative:

The key catalyst for this initiative was the September 2011 mid-term Strategic Priorities review with the Ottawa Police Services Board which identified the need to examine our current policing model.

Resources Required to Implement this Initiative:

Our initial strategy map has over 20 initiatives/opportunities; another 250+ issues/ideas were identified by senior officers; plus, suggestions by over 200 members are to be reviewed at this point.

Method of Implementation:

Project plan is being developed and refined; initiatives are currently underway guided by the emerging strategy map in advance of a request for proposal for professional services assistance (based upon 2013 budget approval).

Key Outcomes of the Initiative:

Not yet fully determined; however, outcomes will include efficiencies, new revenues, reinvestment, and improved service.

Availability of a Communication Strategy:


Key Messages used to Publicize the Initiative:

  • Citizens have an expectation of professional police service delivery and demonstrated value for their money.
  • Police services must continue to meet the challenges of changing demographics, budgets, growth and the higher expectation of citizens for service.
  • The Ottawa Police Service has embraced innovation and change throughout its history to meet its responsibilities and the service needs of citizens since its inception in 1855. Experience leading initiatives in areas such as mobile work force and E-ticketing have positioned the service to continue to embrace and create innovation for the future benefit of service to citizens.
  • The Ottawa Police Service must continue to collaborate with the community and our partners to ensure police services are best utilized to deliver on police responsibilities and to ensure that service capacity is sustained and maximized.
  • The Ottawa Police Service should further leverage and utilize technology and innovation to serve citizens better, as well as pursue technology integration projects with partners.
  • Sir Robert Peel’s policing principles, based on accountability and trust, continue to be fundamental for an effective police service.

Forms of Evaluation by which the Initiative will be Assessed:

  • N/A

Evaluation Completed or Community Feedback Received:


Summary of the Outcomes:


Summary of the Performance Measure Data Collected:


Economics of Policing Pillars:

Further Details:

The Service Initiative is designed to ensure:

  • we provide or support our key policing responsibilities;
  • enhanced services are provided to the citizens of Ottawa as well as members; and
  • we operate within the framework of a sustainable policing model.

Additional Comments or Suggestions:

The key inputs or factors that are essential to the successful transformation of the Ottawa Police Service are found in the value chain that has been developed. In keeping with Sir Robert Peel’s principles of policing, the essential results are to provide a safer community for the citizens of Ottawa as well as an increase in public trust. These results will be achieved through the integration of the three key inputs or components:

  • the engagement of our members throughout the change process, as well as ensuring they have the tools, training and skills to perform their jobs in a complex and ever-changing environment;
  • the enhancement of service to the community through the leveraging of technology and strengthened relationships with our partners, resulting in an increased customer satisfaction;
  • building on our already strong operational performance, we have identified the need to develop a model of performance metrics, including measures of efficiency and effectiveness, in order to provide us with a framework for enhancing our performance (with the goal of reinvestment in the organization).

Record Entry Date:


Date modified: