How we will measure success Measuring success • Further decrease in advertising complaints expected • Increased use of dispute resolution expected • Inspectors to complete 700 site inspections and 350 reconciliation inspections in 2017 • Implement independent surveys of brokerages to identify brokerage profiles • Increase participation in all RECO surveys • RECOserv will allow for better data collection, which will permit goal setting for numerous functions • Monitoring service delivery against established targets; seeking opportunities to develop additional standards • Full implementation of new organizational structure expected to be completed by the end of 2017 • Conduct biennial registrant survey in late 2017, and use it to carry on program of continual improvements • Advertising complaints process introduced in 2016 led to a further drop in advertising complaints, down 67 per cent in 2017 • Completed 60 dispute resolutions on open complaints • Competed 192 dispute resolutions to settle matters between parties earlier, as part of RECO’s new complaints screening process • Completed 622 site inspections and 347 reconciliation inspections. Target reduced due to temporary allocation of inspection resources to help reduce complaints inventory • Work started on survey of brokerages to build brokerage profiles, with launch set for 2018 • Launch of RECOserv for case management led to improved data collection • Reduced complaint file count by 76 per cent and reduced processing times of complaints by 60 per cent • Successfully met target of eight business days for renewal applications • As part of new organizational structure, completed rollout of Client Services department. Also created a General Counsel & Corporate Secretary division under the CEO. Client Services provides single intake point for inquiries whereby most inquiries are managed on-the-spot, or are directed to appropriate department for further action • Completed recruitment for CEO Advisory Group, a 14-member group to discuss current trends in the sector and RECO initiatives. Hosted two meetings for the group • Completed biennial registrant survey. Results will guide improvements REPORT ON OBJECTIVES/RECO 2017 ANNUAL REPORT /45