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

presentation outline
Presentation Outline
  • Overview of Halton Region
  • Halton’s Partnership Experience
  • Examples of Single Point Access:
    • to targeted groups
    • across organizational boundaries
halton region
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
halton region services
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
halton partnerships
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
examples of halton partnerships
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
halton integrated services
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
business development centre
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
integrated intake services
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)
integrated intake services1
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
further integration opportunities
Further Integration Opportunities
  • Social Housing has been transferred from Province to Halton
  • Within 6 months will add housing information and referral
resource centres
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
impetus for change
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
service delivery model
Service 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 model1
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
new partnership
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
how have employment services changed
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
customer feedback
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)
halton single window
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
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 window1
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
halton single window2
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
halton government access centre
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
customer service strategy
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
provincial links
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
federal links
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
forecast for the future in halton
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