Item - 2012.EX18.6

The Executive Committee recommends that:

1.         City Council approve an adjustment to the City Clerk's Office 2012 Operating Budget to reflect the transfer of two staff and associated budgets from other divisions in order to set up an integrated claims registry, and report request unit in 2012 to receive all insurance claims to the City and direct report requests to Parks, Forestry and Recreation, Toronto Water and Transportation Services at the same time as the claim is forwarded to the City's insurance adjuster, with no net financial impact on the City's 2012 Operating Budget.

This report is to accompany City Council's referral to Government Management Committee of the letter (October 25, 2011) from the City Manager together with Council's requests in response to the (October 17, 2011) Ombudsman Report on an investigation into the processing of third party liability claims under $10,000.

Included in this report is a progress report on implementing the work plan for addressing the Ombudsman's recommendations as outlined in the City Manager's letter.  Also addressed are two motions referred to Government Management Committee regarding establishing one window for Councillor enquiries regarding constituents concerned over insurance claims and the adjuster's fee for desktop claims.

There are five main claim process improvements being implemented as noted in Attachment 1 of the report (January 11, 2012) from the City Manager and the Deputy City Manager and Chief Financial Officer:  (i) adjuster service standards, (ii) clear language explanations, (iii) claim report management, (iv) claims involving contractors and (v) adjusting services RFP.