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Halton Region:Halton Region:Citizen-Centred Service InitiativesCitizen-Centred Service Initiatives
New Frontiers and Best PracticesNew Frontiers and Best Practicesin Citizen-Centred Servicein Citizen-Centred Service
IPAC/ICCS SymposiumIPAC/ICCS SymposiumNovember 14, 2001November 14, 2001
Presentation OutlinePresentation Outline
Overview of Halton Region Halton’s Partnership Experience Examples of Single Point Access:
to targeted groups across organizational boundaries
Halton RegionHalton 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
Halton Region ServicesHalton 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
Halton PartnershipsHalton 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
Examples of Halton PartnershipsExamples 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
Halton Integrated ServicesHalton 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
Business Development CentreBusiness 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
Integrated Intake ServicesIntegrated 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)
Integrated Intake ServicesIntegrated 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
Further Integration OpportunitiesFurther Integration Opportunities
Social Housing has been transferred from Province to Halton
Within 6 months will add housing information and referral
Resource CentresResource 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
Impetus for ChangeImpetus 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
Service Delivery ModelService Delivery Model
Coordinated delivery of employment services
One location: one-stop shopping for clients
Easy to get to: one in each area municipality
Service Delivery ModelService 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
New PartnershipNew 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
How Have Employment Services How Have Employment Services Changed?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
Customer FeedbackCustomer 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)
Halton Single WindowHalton 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
A Changing Environment 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
Halton Single-WindowHalton 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
Halton Single-WindowHalton 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
Halton Government Access CentreHalton Government Access Centre
Concept: basic facts and information all 3 levels of government convenient and seamless for citizens
Comprehensive internal review Customer Service Strategy
Customer Service StrategyCustomer 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
Provincial LinksProvincial 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
Federal LinksFederal 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