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Additional Reporting
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2022 Municipal Partnerships Report
Our Municipal Partnerships Report showcases the ways we stayed focused on delivering the services Ontario municipalities rely on during a challenging year, while also looking toward the future.
2022 Performance Report
Our 2022 Performance Report provides insight into our strategic and operational performance. It includes measures such as new assessment growth, customer experiences, the proportion of property assessments accepted without going to appeal, financial efficiencies and levy offsets.
Assessment Excellence
Assessment Growth Capture
Measure
Target
Baselines
2021
2022
Growth assessed within one year of occupancy
>=85%
(SLA)
85.85% (2020)
Total Transactions: $37,312,049,482
Within One Year: $32,033,366,701
85.76%
Total Transactions:
$38,031,359,997
Within One Year:
$32,613,885,004
Severance and Consolidation Information Forms (SCIFs) delivered within 150 days of registration and within one year of registration
90% within 150 days 100% within one year
150 Days
98.45%
11,528 of 11,709
One Year
99.36%
9,343 of 9,349
Condominium Plan Information Forms (CPIFs) delivered within 150 days of registration and within one year of registration
90% within 150 days 100% within one year
150 Days
91.3%
252 of 276
One Year
100%
269 of 269
Assessment Accuracy & Equity
Measure
Target
Baselines
2021
2022
Number of property reviews performed
Total reviews >= 550,000
Alternative 75%, 412,500 reviews
2019 Total reviews = 710,633 (*Assessment Update year)
Alternative = 72.71%; 516,863
Onsite = 27.29%; 193,950
Total reviews = 531,189
Alternative = 84.63%; 449,534
Onsite = 15.37%; 81,655
Assessment Stability
Measure
Target
Baselines
2021
2022
Percentage of all properties experiencing a valuation change via the RfR process.
No Target
0.15%
8,273 of 5,425,834
0.25%
13,449 of 5,488,567
Percentage of all property assessments accepted without appeal.
>=99%
99.38% (2020)
5,390,357 of 5,425,834
99.31%
5,449,865 of 5,488,567
Appeals concluded for properties during the year with no value change.
No Target
66.36% (2020)
5,551 of 8,365
63.34%
6,454 of 10,189
Percentage of lower tier/single tier municipalities not experiencing appeal & RfR losses greater than 0.5%
>=85%
96.1% (2018)
86.23%
357 of 414
Percentage of lower tier/single tier municipalities with assessment base remaining the same or increasing
>=90%
93.5% (2020)
97.83%
405 of 414
Customer Service & Stakeholder Engagement
Customer Satisfaction
Measure
Target
Baselines
2021
2022
Overall customer satisfaction with MPAC's Customer Contact Centre
>=90%
92% (2020)
93%
Percentage of calls responded to by staff within 5 minutes
>=90%
85% (2020)
91%
Percentage of emails responded to by staff within 2 business days
>=90%
87% (2020)
81%
Percentage of Municipal Service Levels Met
>=90%
(SLA)
82% (2020)
94%
Percentage of municipal inquiries responded to by staff within 30 calendar days
100%
(SLA)
99.42% (2020)
18,256 of 18,363
99.8%
13,260 of 13,287
Percentage of municipal partners that rate a positive overall impression of MPAC
70%
69%
Stakeholder Engagement
Measure
Target
Baselines
2021
2022
Number of municipal engagement sessions
“engagements” includes quarterly meetings, days with MPAC, conference work, monthly webinars, training session and MPAC 101 for new staff, Council Session, etc.
One quarterly meeting for all 444 municipalities (1,776)
4,051 (2020) engagements completed
5,547 engagements completed
Professionalism
Measure
Target
Baselines
2021
2022
Percentage of Senior Valuation Staff, Managers and Executives with Fully Recognized Appraisal Accreditations: (AACI, CAE, MIMA, MRICS, FRICS)
100%
75.1%
214 of 285
Operational Efficiency
Financial Efficiency
Measure
Target
Baselines
2021
2022
Year-end operating budget variance
<=3%
5% (2020)
1%
Annual Levy Offset
>= $13.3 M (2021) in surplus generated from value-added products
$12.5M (2020)
$15.5M
Cost Per Property
<=$40.91
$40.91(2020)
$40.68