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Performance Measures and Targets

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PERFORMANCE MEASURES AND TARGETS

The Commission has adopted the recommendations for performance measurement established by the Agency Reform (Guzzo) Commission. These are: fairness, accessibility, timeliness, quality and consistency, transparency, expertise, optimum cost, and courtesy. While not all of the goals were rated as “high” priorities for the Commission, processes are in place to ensure that all goals are integrated into the Commission’s operation and are, therefore, adequately addressed. For example, the Commission rated “optimum cost” as low because the fee charged for an application to the Commission is nominal and therefore the Commission felt that additional processes were not warranted. The chart below indicates the Commission’s goals and rankings.

Chart 3
   Goals       Ranking  
   Fairness  High
   Accessibility*  Low
   Timeliness High
   Quality and Consistency   Medium
   Transparency  High
   Expertise  High
   Optimum Cost  Low
   Courtesy  High

* It should be noted that the term “Accessibility” for the purposes of the performance measurement recommendations of the Agency Reform Commission was related to providing seamless and simple access so that the public can receive quality and timely services regardless of their familiarity with the system.

Outcomes  Measures  Targets  2015-2016
Status 
2017-2020
Commitments 
Fairness
(processes and procedures that are fair and are seen to be fair) 
Parties* are satisfied that the process was implemented fairly and without bias. Not more than 10% of hearings should result in judicial review on an annual basis. Target met. None of the hearings resulted in a judicial review in the 2015-2016 fiscal year Not more than 10% of hearings should result in judicial review on an annual basis
Timeliness
(quick resolution of technical construction disputes) 
a) Number of working days from application to offered hearing date.




b) Number of working days from receipt of Respondent’s confirmation of dispute to offered hearing date.



c) Timely communication of decision.






d) Timely preparation and finalization of full written decision.





e) Timely posting of final written decisions on Building Code Commission internet site.
a) Offer a date for hearing within 40 working days from receipt of complete application for 85% of all hearings.

b) Offer a date for hearing within 20 working days from receipt of Respondent’s confirmation of dispute for 85% of all hearings.


c) Communicate decisions to parties within 20 working days of completion of hearing for 75% of all hearings.


d) Full written decision to be prepared and finalized within six months of completion of hearing for 75% of all hearings.

e) Post 85% of final written decisions on the Building Code Commission internet site within 10 working days of completion.
a) Target met. A hearing date within 40 working days of receipt of complete application was offered for 85% of all hearings.

b) Target met. A hearing date within 20 working days of receipt of Respondent’s confirmation of dispute was offered for 88% of all hearings.

c) Target met. Communicated decisions to parties within 20 working days of completion of hearing for 90% of all hearings.

d) Target met. Full written decisions were prepared and finalized within six months of completion of hearing for 86% of hearings.

e) Target met. 100% of full written decisions that were prepared and finalized were posted on the Building Code Commission internet site within 10 working days of completion.
a) Offer a date for hearing to be held within 40 working days from receipt of complete application for 85% of all hearings.

b) Offer a date for hearing to be held within 20 working days from receipt of Respondent’s confirmation of dispute, for 85% of all hearings.


c) Communicate decisions to parties within 20 working days of completion of hearing for 85% of all hearings.



d) Prepare and finalize full written decision within six months of completion of hearing for 75% of all hearings.


e) Post 85% of final written decisions on the Building Code Commission internet site within 10 working days of completion.
Timeliness
(quick resolution of disputes related to municipal service levels) 
a) Timely acknowledgement and notification of hearing date.







b) Timely scheduling of hearing date.










c) Timely communication of decision.






d) Timely preparation and finalization of full written decision.





e) Timely posting of final written decisions on Building Code Commission internet site.
a) Acknowledge receipt of complete submission and provide date for appeal hearing within 2 business days.



b) Hear appeals regarding the issuance of municipal building permits and inspection service levels within 5 business days of receiving the completed application.


c) Communicate decisions within 15 business days of receiving a complete application.



d) Full written decision to be prepared and finalized within six months of completion of hearing for 75% of all hearings.

e) Post 85% of final written decisions on the Building Code Commission internet site within 10 working days of completion.
a) Target met. Receipt of complete submission acknowledged and provided date for appeal hearing within 2 business days in 100% of the cases.

b) Target met. Appeals regarding the issuance of municipal building permits and inspection service levels were heard within 5 business days of receiving the completed application in 100% of the cases.

c) Target met. Communicated decisions within 15 business days of receiving a complete application in 100% of the cases.

d) Target met. Full written decisions were prepared and finalized within six months of completion of hearing for 100% of hearings.

e) Target met. 100% of full written decisions that were prepared and finalized were posted on the Building Code Commission internet site within 10 working days of completion.
a) Acknowledge receipt of complete submission and provide date for appeal hearing within 2 business days.



b) Hear appeals regarding the issuance of municipal building permits and inspection service levels within 5 business days of receiving the completed application.


c) Communicate decisions within 15 business days of receiving a complete application.



d) Prepare and finalize full written decision within six months of completion of hearing for 75% of all hearings.


e) Post 85% of final written decisions on the Building Code Commission internet site within 10 working days of completion.
Quality and Consistency
(process and procedures that have integrity and uniformity) 
Parties are satisfied that the Commission process was conducted with a high degree of quality and consistency. 85% of parties feel that the process had a high degree of quality and consistency. Target met. 2015-2016 survey results indicate 92% of parties felt that the process had a high degree of quality and consistency. 85% of parties feel that the process had a high degree of quality and consistency.
Transparency
(clear and understandable process and procedures) 
Parties are satisfied that the BCC process and procedures were clearly understood. 85% of parties feel that the process and procedures were clear and understandable. Target met. 2015-2016 survey results indicate 92% of parties felt that the process and procedures were clear and understandable. 85% of parties feel that the process and procedures were clear and understandable.
Expertise
(thoughtful and sound Building Code Commission decisions made due to technical competence of members) 
a) Parties are satisfied that the Commission members demonstrated an appropriate level of knowledge and technical competency.

b) Timely notice to the Minister’s Office regarding upcoming Building Code Commission member terms of appointment expiration.
a) 85% of parties feel that the members were experts in the subject matter of the hearing.




b) Provide four months’ notice to the Minister’s Office in advance of member’s appointments expiring.
a) Target met. 2015-2016 survey results indicate 92% of parties were satisfied that members were experts.



b) Target met. The Minister’s office was provided with four months’ notice in advance of member appointments expiring.
a) 85% of parties feel that the members were experts in the subject matter of the hearing




b) Provide four months’ notice to the Minister’s Office in advance of member’s appointments expiring.
Courtesy
(polite and courteous treatment of all parties) 
Parties are satisfied that they were treated with courtesy throughout the application process and at a hearing. 85% of parties surveyed feel that they were treated with courtesy throughout the application process and the hearing. Target met. 2015-2016 survey results indicate that 100% of parties felt that they were treated with courtesy by Commission staff throughout the application process and 100% felt that they were treated with courtesy by the Commission members at the hearing. 85% of parties feel that they are treated with courtesy throughout the application process and the hearing.

Note:
* In this Table, “parties” are those recognized by the Building Code Act, 1992, namely BCC Applicants (i.e. applicants for building permits, holders of building permits or persons to whom an order has been issued) and Respondents (i.e. municipal enforcement officials and their designates).