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Halton Region: Citizen-Centred Service Initiatives New Frontiers and Best Practices in Citizen-Centred Service IPAC/ICCS Symposium November 14, 2001. Presentation Outline. Overview of Halton Region Halton’s Partnership Experience Examples of Single Point Access: to targeted groups

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Presentation Outline

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  1. Halton Region:Citizen-Centred Service InitiativesNew Frontiers and Best Practicesin Citizen-Centred ServiceIPAC/ICCS SymposiumNovember 14, 2001

  2. Presentation Outline • Overview of Halton Region • Halton’s Partnership Experience • Examples of Single Point Access: • to targeted groups • across organizational boundaries

  3. Halton Region • Regional Municipality located between Toronto and Hamilton • 4 Area Municipalities (2 urban, 2 rural) • 387,000 people • one of Canada’s fastest growing areas

  4. Halton Region Services • Public Health (including ambulance) • Social and Community Services (children’s services, income & employment services, housing, seniors) • Waste management • Water and Wastewater • Regional roads & transportation • Planning services • Business Development Centre • Museum • Emergency Planning

  5. Halton Partnerships • Halton has pursued partnerships internally among departments and with other organizations to deliver services more effectively to our citizens >25 years • Nature of 2-tier local government • Spirit of collaboration - alive and well in Halton

  6. Examples of Halton Partnerships • Apprenticeship Advisory Council • Joint Purchasing Initiative • Business Development Centre • Resource Centres • Integrated Intake Services for Children and Families • Halton Government Access Centre

  7. Halton Integrated Services • Service clusters around targeted groups: • small business entrepreneur • children and families • unemployed • Single entry point for services: • across departmental boundaries • across organizational boundaries

  8. Business Development Centre • One-stop service for entrepreneurs • Comprehensive information and counselling services on starting a small business in Halton • Ontario Business Connects • Canada Ontario Business Service Centre

  9. Integrated Intake Services • Centralized system of intake, information and referrals for children and families in Halton • Multi-disciplinary team - shared expertise (nursing, social work, early childhood educator professionals) • Operational efficiency (response time, duplication of effort, improved linkages)

  10. Integrated Intake Services • Single point of access to various health and social service programs: • Healthy Babies, Healthy Children • Making Services Work for People • Child Health • Reproductive Health • Speech and Language • Children’s Assessment & Treatment Centre • Child care • Children’s Resource Services • Ontario Works

  11. Further Integration Opportunities • Social Housing has been transferred from Province to Halton • Within 6 months will add housing information and referral

  12. Resource Centres • Halton/HRDC share office space in 4 locations - one in each area municipality • Tri-level government arrangement in Burlington (Halton/HRDC/MCSS) • Formal partnership - 6 years • integrated income and employment services for the unemployed

  13. Impetus for Change • Historic relationship with HRDC • Liaison meetings - client profile/needs • Some technology sharing and shred program delivery • Leases due • Senior Management desire for more synergistic co-location arrangement

  14. Service Delivery Model • Coordinated delivery of employment services • One location: one-stop shopping for clients • Easy to get to: one in each area municipality

  15. Service Delivery Model • One professional contact: one case manager (employment, social assistance, child care) • All necessary resources easily available • Remove embarrassing aura of social assistance office

  16. New Partnership • In each office client can: • drop in to talk to professional staff • drop off and pick up documents • access computer tools, prepare resume, job search • attend workshops and training sessions • apply for employment insurance, Federal income programs • meet with a child care staff

  17. How Have Employment Services Changed? • More services, more accessible, more often • One customer counter in all locations • Staff more aware of tools and how they are used - Regional and Federal staff rotate provision of assistance to anyone in office • Less frustrated clients

  18. Customer Feedback • Halton part of Government Single Window Services Survey sponsored by IPAC • preliminary findings - 88% satisfied with service they received (Business Development Centre, Resource Centres)

  19. Halton Single Window • Primarily in service delivery business • 45,000 inquiries/month about regional services • number of calls about area municipal, provincial and federal services • worked with area municipalities to analyse misdirected calls - 14,000/year

  20. A Changing Environment • Provincial shift in service delivery responsibilities to Regions • Local Government Reform in Ontario • Federal and Ontario initiatives • Citizen expectations - 79% believe we should make all government services available in same office

  21. Halton Single-Window • Halton developed proposal for seamless access to local government services in Halton in 1999 • approved by 5 CAOs and endorsed “in principle” by 5 Municipal Councils • developed basic telephone linkage - May 2000

  22. Halton Single-Window • Timing issues • Halton moving forward alone: • ensure own house is in order • ensure compatible technology for future initiative with area municipalities • pursuing partnerships with Federal and Provincial Governments

  23. Halton Government Access Centre • Concept: • basic facts and information • all 3 levels of government • convenient and seamless for citizens • Comprehensive internal review • Customer Service Strategy

  24. Customer Service Strategy • All program areas included • New tools, processes, practices • 3-year timeframe • Centralized customer service function by January 2004 • One-stop shopping for all Regional government services and information

  25. Provincial Links • Provincial funding to establish Government Information Centre in Halton Regional Centre • hard copy of database • document dissemination • future initiatives to improve ease of access

  26. Federal Links • Waiting for Cabinet approval to establish Service Canada Centre at Halton Regional Centre • Received access to Government of Canada database • Halton staff completed training - can navigate through database • disseminating federal documents

  27. Forecast for the Future in Halton • We are persistent • We believe it is the right thing to do - recent survey results • Know we will succeed and hope our partners will join us in the future to truly develop one-window to all government services in Halton

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