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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

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