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FRO Modernization

An Introduction to the FRO Case Management System (FCMS) and the FRO Web Tool May 2012. FRO Modernization. Contents. FRO Modernization Strategy The FRO Case Management System (FCMS) Case Management Client Service Model at FRO Introduction of a New Service Channel

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FRO Modernization

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  1. An Introduction to the FRO Case Management System (FCMS) and the FRO Web Tool May 2012 FRO Modernization

  2. Contents FRO Modernization Strategy The FRO Case Management System (FCMS) Case Management Client Service Model at FRO Introduction of a New Service Channel Benefits of the New Service Channel Technical Requirements Communications and Training Plan What Happens Next Questions and Comments

  3. FRO Modernization Strategy FRO Modernization Projects FRO Case Management System (Due June 25, 2012) Case Mgmt Client Service Model (Implemented Nov 2011) Secure Web Tool (Due June 25, 2012 FROst Project (Implemented Aug 2010) FSDN Automation Project (March 2011) Pre-registration & Client Outreach (Implemented Dec 2011) FRO Performance Measurement and Quality Assurance Standards (Due 2012) Strategic Drivers A Culture of Performance Excellence Strong Financial Stewardship Vision To be a leading organization working with separated families to meet their support obligations. Exemplary Client Service Effective Partnerships Business and Technological Transformation 3 Over the last 4 years, FRO has made significant progress on its modernization strategy to provide an increased level of service excellence to Ontarians. FRO continues to explore opportunities throughout the organization to streamline its business processes and improve efficiencies. 3

  4. FRO Case Management System (FCMS) 4 • The FRO Case Management System is a joint partnership project between FRO and CYSSC to: • Acquire and implement a case management technology that is predictable, responsive, reliable and sustainable • Implement a new telephony system • Provide a secure public web internet web tool • On February 29, 2012, the FCMS project completed the build phase of the project. The project is now in the Testing and Training phases. • FCMS will be implemented in June 2012. 4

  5. Case Management Client Service Model at FRO Service partners can access case information via the telephone or regular mail. Secure case file access Current Access ODSP Office Staff (Ministry) OW Office Staff (Municipal) First Nations OWAs Reciprocating Jurisdictions Use the call routing system to select the type of caller Key in the case number The telephone will continue to provide access to the case contact for all clients and service partners. • On November 21, 2011 the Case Management Client Service Model was successfully implemented at FRO, replacing the traditional call centre environment. • Moving to a case management client service business model was a key pillar in FRO’s modernization effort and supports the implementation of FCMS. • Using the case management client service model, FRO is able to respond more quickly and consistently to client and service partner needs: • Municipal, Ministry and First Nations partners are able to contact the case contact directly through the call routing system of the case management client service model • Inter jurisdictional callers can contact the ISO unit directly through the call routing system of the case management client service model 5

  6. Introduction of a New Service Channel • Some ODSP and Ontario Works staff already have limited access to FRO’s current computer system – MECA. 6

  7. Introduction of a New Service Channel Following FCMS “go live” (June 2012), the introduction of the FRO Case Management web tool will allow access to specific case information through a self-service online option

  8. Introduction of a New Service Channel Reciprocal Jurisdictions Support Payor / Recipient Ministry Staff, SADA / First Nations FRO Case Contact web tool Portal Web tool users will be able to: • View court order information • View active enforcement information • View financial information, including a statement of the account which can be printed off • Send information/attachments to the FRO Case Contact about a case The FRO web tool is an Internet based application that FRO clients and service partners can access to review specific case information and make one-way requests to their FRO case contact. 8

  9. Accessing the FCMS web tool Register for the web tool in ONe-key (returning users will also log in through ONe-key or through the FRO Internet site) Enter the web tool and select case to view Perform the desired task/s (note that SPs and SRs will not see each others information) • Enforceable • Court Order • View court orders existing on the case • View obligation type and amounts • View dependants information • Active Case Enforcements • View active enforcements existing on case • In progress enforcements may be masked (e.g., FRO in process of serving SP) • Statement of Arrears & • Financial Info • Access latest case financial information in real time • Print and save information as needed • Case Contact Info & Service Request • View case contact information • Request changes to case contact information • Provide information about a payor 9

  10. Phasing FRO Web Tool Deployment Months Deliver Ministry Staff/SADA/FN Communication New FRO Clients Ministry Staff/SADA/FN Deployment Go-Live On-Contact Approach: Marketing of web tool to existing SRs/SPs (initially by selected geographical areas, expanding to remaining areas in December 2012) Deploy Training to current MECA users and FN users Access Letters Sent to Ministry Staff / SADA / FN users FRO web tool Focus Groups with Clients Additional Ministry Staff / SADA / First Nations users to be added as required 10 • On June 25, 2012, FCMS will be implemented and the web tool will be available for use • Identified First Nations users will be provided with training materials and access to the FRO web tool before Go-Live. • FRO has made a business decision to do a soft launch of the web tool to current MECA/FROnt users in Ministry offices and SADAs, interested First Nations and new Support Recipients and Support Payors. • Periodic evaluations of FRO web tool uptake and FCMS adoption will determine the timing of web tool expansion. Below are the main high level activities that make up the FRO adoption approach for rolling out the web tool.

  11. FCMS web tool benefits First Nations’ Ontario Works Administrators, Reciprocating Jurisdictions and FRO clients will have access to case information via this channel for the first time. The web tool has a number of benefits: Ministry staff and SADAs will continue to have the same access to case information as they do now through MECA/FROnt.

  12. Technical Requirements All you need to access the FCMS web tool is a computer with a supported internet browser. Supported Browsers Supported browsers are: Microsoft Internet Explorer 6 or higher Mozilla Firefox 1.5.0.4 or higher Other browsers may work but are not supported by Service Ontario Other Browser Requirements Your browser must also: Support 128bit encryption Have JavaScript Enabled Have Cookies Enabled

  13. Communications and Training Plan The communications and training plan for Ministry staff, SADAs and First Nations has been developed in consultation with the following groups: Social Assistance and Municipal Operations (SAMO) Branch, OPS Divison, MCSS ODSP Regional Program Managers and Municipal/First Nations Services Managers Ontario Works Directors & Administrators’ Reference Group FCMS Web Tool Pilot Training: FRO invited a small group of representatives (i.e. 10-15 people) from ODSP, OW and First Nations to participate in a pilot training session on April 19, 2012. Participants provided us with excellent feedback on the web tool training materials that have informed our communications and training plan i.e. addition of webinar sessions before Go-Live. Key Activities taking place before the launch of the web tool on June 25 include: Confirmation of First Nations users Distribution of Training material to current MECA users Webinar Sessions for identified users (3 sessions to be held to provide opportunity for users to attend) Distribution of Access Letter to users providing login information before Go-Live 13

  14. High Level Web Tool Communications & Training Timeline • The following timeline provides an outline of the project dates associated with the web tool, along with the described approach for First Nations Ontario Works Administrators April 19 Pilot Training with representatives from ODSP, OW and FNs Project Dates May 30 French Translation Complete April 30 Training Materials Approved June 25 FCMS implementation and FRO Web Tool Go-Live May 15 -17 Presentation at ONWAA First Nations OWAs May 30 Confirm users September Webinar Session October Follow-up Presentation at ONWAA June 4 Distribute Materials June 11 Webinar Sessions (x3) June 18 Access Information Letter 14

  15. Materials • Once users have been identified, the following materials will be made available to them: • Overview of FCMS and web tool presentation • Interactive web-based training in Adobe PDF flash file (duration 45 minutes)* • Job aid for users i.e. tips and tricks • *Training materials will be available in English & French

  16. What Happens Next? Confirmation of users from interested First Nations Ontario Works Administrators (May 2012) Distribution of training materials (May-June 2012) Roll out of FCMS and access to FRO Web Tool (June 2012) 16

  17. Appendix - FRO web tool users *Selected users: All FRO Cases View: only selected users will be provided with access to view all FRO cases as per the Memorandum of Understanding, for example MCSS lawyers. Other users will be able to see FRO cases that pertain to their unit. Partner administration view: web tool administrators selected by each location will be provided with access to additional screens for administration purposes only. Different web tool users will be provided with different levels of access to the information available through the web tool. 17

  18. Appendix – FRO Web Tool Pilot Training The following people attended the FRO web tool pilot training on Thursday April 19. 18

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