The City of Ottawa’s Audit Committee received and discussed five reports from the Office of the Auditor General (OAG) today, covering overtime policies, 3-1-1 customer service and curbside garbage collection.
City management confirmed their agreement with all recommendations and outlined to committee members their plans to implement the proposed changes.
Strengthening overtime management and oversight
The OAG reviewed the City’s overtime policies and practices from 2024 and 2025 and produced a report focusing primarily on the use of overtime within OC Transpo.
Leadership agreed with all 13 recommendations and outlined steps to modernize how overtime is scheduled, approved, and monitored. These actions build on existing measures to improve workforce planning, budgeting, and service reliability for transit riders. OC Transpo established firm completion deadlines for each recommendation.
Enhancing the 3-1-1 resident experience
The audit of 3-1-1 affirmed that the service continues to fulfill its core mandate as the central gateway for municipal inquiries and service requests.
City management agreed with all nine recommendations aimed at improving service delivery. The City is moving forward with updates to modernize technology, streamline call-handling processes, and ensure residents receive faster, more consistent answers when they reach out for assistance.
Improving curbside garbage collection
The audit of curbside garbage collection examined operational management, regulatory compliance, and budget planning between January 2025 and May 2026.
City management agreed to implement all eight recommendations made in the audit. These improvements focus on strengthening oversight, refining budget forecasting, and other measures to enhance the overall effectiveness of curbside garbage collection.
The complete audit reports and detailed management responses are available on the Office of the Auditor General’s website↗.