LICENSING SERVICES
PROGRAM MAP Municipal Licensing and Standards - Bylaw Business Licensing & Permitting Property Standards, Inspection & Compliance Animal Care, Control & Sheltering Licence and Permit Business & Trade Licensing Property Standards & Inspection Cat & Dog Licensing Waste Bylaw Business Permitting Property Maintenance Animal Mobile Response Parks Bylaw Taxi & Livery Licensing Zoning Investigation & Veterniary Care Animal Bylaw Enformance Licensing Tribunal Exemptions & Permits Animal Sheltering & Adoption Shaded boxes reflect the activities covered in this report Licensing programs, for businesses and taxi services, help protect the health and safety of the public and the integrity of the businesses. Administrative and enforcement staff carry out key functions: issuing licences to businesses that meet the standards set by the by-laws; ensuring the standards are maintained; and investigating complaints and any non-compliant issues. Licensing programs seek to enrich businesses by promoting public confidence, assisting with fair competition and ensuring a degree of consumer protection is in place. 2
SUMMARY OF PERFORMANCE MEASUREMENT RESULTS Question Indicator/Measure Internal Comparison of Toronto s 2016 vs. 2015 Results External Comparison to Other Municipalities (MBNC) By Quartile for 2016 Chart & Page Ref. Service / Activity Level Indicators How many licences are issued? Number of licences issued per 100,000 population Increase The number of licences issued increased 2 High number of licences issued compared to others 19.1 19.2 pg. 5/6 Increase 1 How many taxi plateholder licences are issued? Number of taxi-plate holder licences issued per 100,000 population The number of taxi-plate holder licences increased Higher number of taxi plate holder licences issued compared to others 19.1 19.2 pg. 5/6 How many taxi driver licences are issued? Number of taxi licences issued per 100,000 population Increase The number of taxi driver licences increased 1 Highest number of taxi licences issued compared to others 19.1 19.2 pg. 5/6 3 How many business licences are issued? Number of business licences issued per 100,000 population Stable The number of business licences issued was stable in 2016 High number of business licences issued compared to others 19.1 19.2 pg. 5/6 Customer Service Measures How long does it take to renew a taxi licence? Average number of days to renew a taxi licence Decrease Number of days to renew a taxi licence decreased n/a 19.3 pg. 7 3
Question Indicator/Measure Internal Comparison of Toronto s 2016 vs. 2015 Results Service Level Indicators (Resources) Performance Measures (Results) External Comparison to Other Municipalities (MBNC) By Quartile for 2016 Service Level Indicators (Resources) Performance Measures (Results) Chart & Page Ref. Overall Results 3 - Increased 1 - Stable 0 - Decreased 1 - Favorable 0 - Stable 0 - Unfavorable 2-1st quartile 1-2 nd quartile 1-3 rd quartile 0-4th quartile 0-1st quartile 0-2nd quartile 0-3rd quartile 0-4th quartile 100% stable or increased 100% favorable or stable 75% in 1st and 2nd quartiles N/A For an explanation of how to interpret this summary and the supporting charts, please see the Guide to Toronto's Performance Results. These quartile results are based on a maximum sample size of 9 municipalities. 4
SERVICE/ACTIVITY LEVELS Toronto's licensing services issue and monitor business licences, right-of-way permits, temporary sign permits, and firework permits. The three types of licences that are included for the purposes of this report are business licences, taxi licences and taxi plate holder licences. 19.1 HOW MANY LICENCES ARE ISSUED IN TORONTO? 2,500 2,000 1,500 1,000 500 0 2012 2013 2014 2015 2016 Total Licences issued/ 100K 1,902 1,936 1,992 1,954 2,116 Taxi Plate-Holder Licences/100K 177 176 175 179 186 Taxi Driver Licences issued/100k 379 368 359 332 490 Business Licences Issued/100K 1,346 1,392 1,459 1,443 1,440 Chart 19.1 show the number of licences issued per 100,000. It should be noted that the results for 2010 are not based on Statistics Canada revised population estimates. Chart 19.1 (City of Toronto) Number of Licences Issued per 100,000 Population Toronto issues more licences than most other municipalities. In 2016, Toronto issued 14,091 taxi driver licences (increase of 47.6%), 5,348 taxi plate-holder licences (increase of 4%), and 41,408 business licences (decrease of 0.3%, relatively stable). 5
19.2 HOW MANY LICENCES ARE ISSUED IN TORONTO COMPARED TO OTHER MUNICIPALITIES? Note: Blanks in table = 0 Cal Chart 19.2 (MBNC 2016) Number of Licences Issued per 100,000 Population Lon Sud Tor Reg Ham Wind T-Bay #Total Licences issued /100K pop 3,732 2,494 2,123 2,116 1,748 1,713 898 831 #Taxi Plate-Holder Licences issued/100k pop #Taxi Driver Licences issued/100k pop #Business Licences issued/100k pop Median #Total Licences issued/100k pop 5,000 4,000 3,000 2,000 1,000 0 134 426 3,172 119 288 2,088 83 182 1,858 186 490 1,440 80 381 1,504 80 200 1,468 99 229 1,385 93 73 732 Wat 386 423 23 Chart 19.2 compares Toronto's 2016 result to other municipalities. In terms of having the highest rate of licences issued: Total: Toronto ranks fourth of nine (second quartile) municipalities. Taxi Plate-holder: Toronto ranks second of nine (first quartile) municipalities. Taxi Driver Licences: Toronto ranks first of nine (first quartile) municipalities. Business Licences issued: Toronto ranks sixth of nine (third quartile) municipalities. 6
CUSTOMER SERVICE 19.3 HOW LONG DOES IT TAKE TO RENEW A TAXI LICENCE IN TORONTO? 20 18 16 14 12 10 8 6 4 2 0 Avg. Time (days) to issue a taxi licence 2011 2012 2013 2014 2015 2016 16.1 15.2 16.4 13.0 14.0 10.0 Chart 19.3 (City of Toronto) Number of Days to Renew a Taxi Licence Chart 19.3 provides the average number of days it takes to renew a taxi licence in Toronto - a reflection of customer service. There was a decrease of 28.6% in 2016. The number of days to renew a Taxi Licence is projected to decrease further by 20% for 2017. Implementing operational and system improvements are projected to reduce wait times to 7 days through 2018. 7
2016 ACHIEVEMENTS AND 2017 PLANNED INITIATIVES The following initiatives are intended to further improve the efficiency and effectiveness of Toronto's licensing services: 2016 Initiatives Completed/Achievements Successfully advanced several significant policy reports; o Completion of the Ground Transportation Review and implementation of a Vehiclefor-Hire By-Law o Multi-tenanted housing & short term rental consultation proposal Licensed approximately 20,000 PTC drivers (to end of October) and 2,000 new Vehicle-for- Hire drivers(taxi/limo) since July 15 Implementation of IT Capital projects: o Alignment of Online Self Services for Licensing to Toronto Portal and enterprise Common Payment Component (CPC) Advancement of initiatives with the Province of Ontario Burden Reduction Project 2017 Planned Initiatives Continue review of the Municipal Code for Licensing to reduce administrative burden and make the bylaw easier to understand and enforce. Implement pilot to streamline service delivery, including Provincial and Federal collaborations for the Restaurant industry. Operationalize and report back on the new Vehicle-for-Hire bylaw regulating the expanded ground transportation industry. Bylaws governing licensing, animals, property standards and maintenance will be updated to reflect community concerns and eliminate redundancy/conflict with other statutes Factors Influencing Results of Municipalities The results of each municipality found in the charts included in this report are influenced to varying degrees by factors such as: Number and type of businesses. Many businesses are regulated through a municipal licensing program and can vary extensively across municipalities. The method and approach towards licensing specific establishments may also differ from one municipality to another. Municipal By-laws: Administration, inspection and regulation process used and the sophistication of the municipal by-law regulations will differ. Policy and Practices: Cost is dependent on the number of categories of business licences in the municipality and the number and types of licences used. Processes and Systems: The type and quality of systems used to track complaints, inspections and other data. 8