Friday, July 20, 2007
July 19 SDAG Report-Back: The Service Delivery Framework Transition Project
The focus of yesterday’s Employment Ontario Service Delivery Advisory Group meeting was a presentation on one the Transitional Project "Service Delivery Model and Standards."
Project lead Susan Underhill presented on the very preliminary research MTCU has undertaken to move towards the long-term goal of designing Employment Ontario's Service Delivery Framework. The goal of this project is to move towards "Integrated Service Delivery" with an explicit focus on serving clients more efficiently and effectively. MTCU is focusing on strategies to improve client access, build "seamless" pathways and increase capacity across in-person, voice and web channels to provide integrated service for clients.
In other words, MTCU is envisioning integrated service delivery, in which clients have an easier and more successful time navigating and accessing services and programs within Employment Ontario. The project will also look at how to integrate in-person services with the other service channels of telephone and web.
The long-term objective over the next few years is to develop a service delivery framework and standards to lay the foundation for longer-term enhancements. The shorter-term objective is the "Enhanced Information and Referral Service" to identify tools, resources and functions that will build capacity across in-person, web and voice channels to serve clients more seamlessly.
MTCU recognizes that the Service Delivery Framework project is of great concern to the sector, and they have committed to involving community stakeholders (both service providers and, ideally, clients) through the process to truly build a strong system based on the strengths that already exist.
Project lead Susan Underhill presented on the very preliminary research MTCU has undertaken to move towards the long-term goal of designing Employment Ontario's Service Delivery Framework. The goal of this project is to move towards "Integrated Service Delivery" with an explicit focus on serving clients more efficiently and effectively. MTCU is focusing on strategies to improve client access, build "seamless" pathways and increase capacity across in-person, voice and web channels to provide integrated service for clients.
In other words, MTCU is envisioning integrated service delivery, in which clients have an easier and more successful time navigating and accessing services and programs within Employment Ontario. The project will also look at how to integrate in-person services with the other service channels of telephone and web.
The long-term objective over the next few years is to develop a service delivery framework and standards to lay the foundation for longer-term enhancements. The shorter-term objective is the "Enhanced Information and Referral Service" to identify tools, resources and functions that will build capacity across in-person, web and voice channels to serve clients more seamlessly.
MTCU recognizes that the Service Delivery Framework project is of great concern to the sector, and they have committed to involving community stakeholders (both service providers and, ideally, clients) through the process to truly build a strong system based on the strengths that already exist.
Labels: Issues_and_Trends, MTCU_Updates
