Performance Budgeting at the Region of Halton - ICCS-ISAC
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Transcript Performance Budgeting at the Region of Halton - ICCS-ISAC
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
across organizational boundaries
Peel
York
Halton
Hamilton
Toronto
Niagara
USA
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
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 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
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
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
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
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 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
Social Housing has been transferred
from Province to Halton
Within 6 months will add housing
information and referral
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
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
Coordinated delivery of employment
services
One location: one-stop shopping for
clients
Easy to get to: one in each area
municipality
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
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?
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
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
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
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-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-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
Concept:
basic facts and information
all 3 levels of government
convenient and seamless for citizens
Comprehensive internal review
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 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
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
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