Transforming Employment Service Presentation to Service Providers

1. Transforming Employment Service Presentation to Service Providers

2. About EO Transformation The Ministry of Training, Colleges and Universities (MTCU) is in the process of transforming Employment Ontario (EO) to a customer-focused, integrated, outcomes-based service delivery network. The results for customers will be that they get effective, relevant skills training, employment and career planning services, where and when they need them.

3. Purpose • Provide an overview of the transformation of Employment Service, including: • New Employment Service Model • Implementation Principles • Objectives and Business Criteria • Implementation Timelines • Integrated Local Labour Market Planning • Next Steps

4. Employment Service Transformation • Key directions for new model: • Be customer-centric • Be transparent • Be accountable • Promote integrated service delivery

5. Employment Service Model April 2009 marks the beginning of implementation for the Employment Service (ES) model, with selected service providers delivering the full suite of ES by June 2010.

6. Information and Referral • For EO I&R Services, we expect that customers: • can efficiently and effectively access the same quality and level of information on all EO-funded programs and services at each Employment Services provider • identify relevant training and employment services available to them in their community and across the province; and, if appropriate, • be referred in the fewest possible steps to the EO program or service they want or need.

7. Performance Management Framework

8. Implementation Principles • Implementation of transformed ES will: • Ensure business continuity and client service. • Be planned, staged, and managed. • Be driven by regional implementation plans to maximize local flexibility. • Vary in speed and approach between service delivery areas. • Employ risk mitigation strategies. • Be evidence-based and transparent. • Build on the strengths of the existing network.

9. Service Provider Flow Chart LOCAL REGION OFFICE/SUB Community A Community B Community C Community D Urban/rural mix,2-3 client groups, several SPs Rural, small/remote cities, few SPs, Large urban, diverse client mix & specialized services, numerous SPs Growing community, diverse client mix, not enough services • Insufficient number of SPs • Existing service levels lower than client needs • Many SPs delivering full ES and others delivering specialized components of services • Most meet provincial standards • Specialized only have capacity to deliver that service • Existing service level exceeds client needs • All SPs able to deliver full suite of ES and meet provincial standards • Multiple service agreement holders • Some specialized service components • Existing service levels slightly exceed client needs • All SPs able to deliver the full suite of ES and meet provincial standards • Existing service levels meet client needs • Share allocated ES units amongst existing SPs meeting provincial standards • CFP or Expression of Interest to community or broader depending on nature of gap • Contract with SPs delivering full ES • Merge contracts of SPs delivering JC & EAS to one full ES • If SP delivering 75-100% of ES • Merge multiple agreement holders to one full ES • Consider sub-contracting models with EAS SPs to deliver full ES in transition • Contract with SPs delivering full ES • Contract full ES with SPs who can deliver 75-100% of services and meet provincial standards • Consider subcontracting models with SPs to deliver full ES in transition • Maintain specialized ES components in transition, if supported by LMI data • If threshold met, specialized full suite ES • Do not negotiate new agreements with SPs not meeting provincial standards • Discontinue specialized services not supported by LMI data • By June 2010 service levels should meet client needs • Contract with each SP to provide full suite of ES SPs = Service Providers ES = Employment Services

10. Recommended Approach – Data Collection • Develop a “footprint:” • Collect data on current service levels, types of services, service providers, specialized services, etc. • Customer service thresholds: • Based on community socio-demographic data, develop customer service thresholds to support funding for “segmented” full suite of employment services. • Gap Analysis: • Between current employment services levels and future full suite employment service levels • Between current delivery and "full suite" employment services • Between current activity and organizational capacity per service provider and provincial baseline standard

11. Recommended Approach - Assessment • Conduct an assessment of service providers based on: • Community needs. • Capacity to deliver the full suite of services (including structure, governance, planning, administration, and communication). • A Risk Assessment (adherence to transfer payments). • Current performance. • Additional strengths. • As well, each service catchment area should indicate current and proposed French language services.

12. Testing the Customer-Centric Approach Integrated Local Labour Market Planning (ILLMP) • Seven ILLMP demonstration pilots to take place over 2008-09 - Durham (Central Region); Ottawa (East Region); Peterborough (East Region); Windsor (West Region); Niagara (West Region); Thunder Bay (North Region); Timmins (North Region) • Testing of new local labour market “indicator” tool • Realign Local Boards impacted by new planning zone boundaries

13. Community planning begins here – LMI, local intelligence, trends, issues, opportunities, prior year’s results Key stakeholders include Munic. Gov’t., business, labour, educators and trainers, service delivery agencies, Service Canada, Service Ontario, MTCU – ETD programs, community and education stakeholders, equity groups. Integrated Local Planning Framework Local labour market scan/ profile, needs assessment and priorities submitted to regional Office; maximum degree of participation/involvement of community stakeholders Review and approval of plans LOCAL DELIVERY PLAN – INCLUDING TARGETS, MEASURES & ALLOCATIONS Service Delivery planning by program/local area -Service delivery agencies develop joint local service priorities Regional Plan consists of program and service priorities & budget allocations by local area Interministerial and Intergovernmental input (Regional Director brokers/forms/enables regional business and other advisory groups)

14. Regional Transition Plans • Regional Transition Plans will: • Ensure business continuity and maintain client service throughout the process. • Identify service providers that satisfy the full services definition. • Identify services providers that will continue to provide service during the transition period. • Work with service providers whose contracts are winding down. • Identify new service providers for new services, if required.

15. Regional Transition: In Principle Regional implementation plans will support a planned, staged and managed approach, characterised by: • Flexibility • Risk mitigation strategies • The use of evidence based data • Business continuity • Business criteria

16. Service Provider Decision Model • Create a current service delivery “footprint” • Determine ‘future state’ service levels • Develop customer service thresholds to support funding for “segmented” full suite of employment services

17. Service Provider Decision Model (cont.) 4. Planning Analysis: • Current employment services levels and future full suite employment service levels • Current delivery and ‘future state’ full suite employment services • Current activity and organizational capacity per service provider and provincial baseline standard • Service Providers will be assessed using Organizational capacity indicators • This assessment should consider additional resources and strengths

18. Formalizing Future Delivery 18 Employment Ontario Information System (EOIS) • EOIS will develop a single, integrated information system to support delivery and management of EO programs • The EOIS will: • Automate financial processing and contract management of all EO programs • Improve data sharing and reporting capacity • Support the performance management framework • Case management functionality to improve customer service (in place July 2010)

19. Implementation Timeline June 2010 Full suite ES delivered in all communities Transformation of service delivery for skills training, etc. April 2009 Full Suite ES available (at least 25% of “future state” employment services) Continue contract negotiations October 2008 Contract Negotiations begin Service Delivery standards developed Summer 2008 Community Engagement Regional Implementation Plans

20. Next Steps • ETD will provide you with regular updates • Within the established provincial framework, regions will begin: • Development of regional implementation plans (with risk mitigation strategies and transition milestones). • Service provider assessments

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