Trust and Confidence Report

Organizational Oversight Profile

This service is responsible for the well-being of the administration and the efficient and effective delivery of municipal services to the community. Through providing leadership and direction to the Corporation (as per By-law 08-307), and ensuring appropriate governance and processes are in place to support the delivery, monitoring and the continuous improvement of City of Hamilton services.

Service Details

Related Subservices

  • N/A

Type of Service

  • Internal corporate service


  • Core municipal service
  • This is a legislated service per City By-law 08-307. While critical to the successful operation of the organization, this service is not considered to be in the same category as essential services such as Paramedic and Fire. This service is a core service that is critical to the success of the organization in the short, medium and long term.

Primary Funding Sources

  • Net Levy

Service Level

  • At standard
  • The City Manager meets the requirements as set out in By-law 08-307

Service Level Source

  • Council By-law 08-307
  • Management directive


Performance Measures


How well did you do it? (quality)

  • Waiting on data from other service profiles – impacted by COVID-19
  • The number of City Services operating at or above standard: 65 of 71 services (91%).
    In 2018, two City services were merged together for reporting purposes. This resulted in the City having a portfolio of 71 services in 2018 compared to 72 in 2017.

  • The number of City Services operating at or above standard: 65 of 72 services (90%).

Strategic Plan Priority - Our People & Performance