Report to/rapport au : Information Technology Sub-Committee Sous-comité de la technologie de l information. September 17, septembre 2012

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1 Report to/rapport au : Information Technology Sub-Committee Sous-comité de la technologie de l information September 17, septembre 2012 Submitted by/soumis par : Steve Kanellakos, Deputy City Manager / Directeur municipal adjoint, City Operations / Opérations municipales Contact Person / Personne ressource: Donna Gray, Director / directrice, ServiceOttawa/ ServiceOttawa ext / donna.gray@ottawa.ca CITY WIDE / À L'ÉCHELLE DE LA VILLE Ref N : ACS2012-COS-SOD-0002 SUBJECT: OBJET : SERVICEOTTAWA UPDATE MISE À JOUR DE SERVICEOTTAWA REPORT RECOMMENDATIONS That the Information Technology Sub-committee receive this report for information. RECOMMANDATIONS DU RAPPORT Que le Sous-comité de la technologie de l information prenne connaissance de ce rapport pour information. BACKGROUND On March 19, 2012 the ServiceOttawa Department presented the 2012 ServiceOttawa Roadmap to the Information Technology Sub-Committee. An overview was given on the scope of high level projects, milestones, and deliverables to be completed by end of year On May 28, 2012 the ServiceOttawa Department presented an update on the Mobile Workforce Solutions Project and Forestry Go-Live Closed Loop. This update included a video demonstration of the Forestry Initiative, which has been successfully implemented into operations. The Forestry Initiative improves the client experience by streamlining business processes and providing the technology to support staff in delivering quality, timely and accessible information and services to residents.

2 The purpose of this report is to advise Committee on the current status of the 2012 Roadmap. DISCUSSION This report includes a status update on the following high level projects and deliverables for 2012: 1. the Client Service Management (CSM) System; 2. Ottawa.ca; 3. Business Licensing and Permits; 4. Mobile Workforce Solutions; and 5. ServiceOttawa Efficiency Initiatives. Client Service Management System (CSM) In November 2011 the new Client Service Management (CSM) System was implemented. This system is the City s enterprise system for client relationship management. In 2011, the core foundation of the CSM functionality was built. This core technology was implemented in ServiceOttawa s call centre and Client Service Centres and now links back-end processes to the CSM in to enhance the scope of automated service requests. This has also made it possible to have a full closed-loop experience for the client. The CSM project s activities achieved to date are: Developed a new, centralized knowledge database of information which ensures consistent, accurate and quality information is given to callers to and visitors to the Client Service Centres. The knowledge base contains over 1000 knowledge articles, which are revised for accuracy on an ongoing basis. Implemented new, automated up-front messaging on the City s Iinteractive Voice Response system, which facilitates the notification of major events or emerging situations to citizens calling 3-1-1, reducing the duplication of calls. Built knowledge articles about water issues, so agents are handling more calls related to water, further supporting first contact resolution, and therefore not requiring call transfers to the back-end department. Upcoming deliverables for the CSM in 2012 include: A Councillor s Portal that will allow Councillors to have access to, as well as retrieve data and information about service requests logged by or on Ottawa.ca. Client notifications that will provide residents their service request number as well as allow them to go online and check the status of their service request. A Councillor s checkbox that will provide the opportunity for residents to provide their address to their Councillor when completing a service request online if they wish to inform their Councillor. Compliments and complaints will be tracked as service requests to ensure they are tracked, closed, reported on, and dealt with consistently across departments. Pilot the delivery of select Client Service Centre services at two library sites. Investigation of the integration of By-law dispatch calls into the CSM.

3 The expansion of UCCE licenses to Ben Franklin Place and Laurier Client Service Centre counters as well as to other departments to facilitate overflow of call volumes and the consolidation of call centres. Currently procuring and implementing the Quality Assurance Monitoring software in in order to manage the quality of calls in and improve accuracy of information delivered to residents. ServiceOttawa and Ottawa Police Service (OPS) are currently in the process of defining the scope of the review that will investigate the opportunity to process some Police Non-Emergency calls in the CSM and through the Call Centre. This review will now be included within the larger Service Initiative that has previously been launched within the OPS. The enhancement of the ServiceOttawa online process for garbage collection calendars. The incorporation of third party contractors into the CSM has been deferred to 2013, due to further investigation of back end processes. Table 1 below provides estimated completion dates for upcoming CSM deliverables till year end of 2012 and into Table 1: Client Service Management (CSM) 2012 Milestone/Deliverable On Councillor s Portal End of September 2012 Client Notifications November 2012 Councillor s Checkbox End of October 2012 Complaints/Compliments in CSM November 2012 Pilot the use of two sites as satellite Client Services Centres November 2012 By-Law Dispatch Calls in CSM November 2012 Expansion of UCCE licenses to Ben Franklin Place and Laurier Client Service Centres End of October 2012 Water Calls in CSM Calls being handled in 311 since July 20, 2012 Revenue Calls in CSM 2013 Police Non-Emergency Study for Inclusion in CSM 2013 Third Party Contractors in CSM (EX: Graffiti, Garbage, Street lighting) Deferred to 2013

4 Ottawa.ca In January 2012, the revised Ottawa.ca and the ServiceOttawa Portal were launched, and 250 service requests were made available online. Since that time, approximately 8.8% of calls have been diverted to the web and a total of 15,377 service requests have been processed on the web. Upcoming activities for Ottawa.ca in 2012 include: Implementing the Web Content Management System (WCMS). Developing a more mobile-friendly framework for Ottawa.ca. Content on the home page and four main landing pages for Residents, Businesses and Visitors and City Hall will have been configured for viewing on mobile devices. A new collection calendar widget, which is optimized for mobile browsing, will go live. The Ottawa.ca website launch on November 19, 2012 will showcase the new look and feel of the web. The overall web strategy and mobile approach will be completed by year-end Table 2 below provides estimated completion dates for Ottawa.ca deliverables in the remainder of Table 2: Ottawa.ca 2012 Milestone/Deliverable On Website Conceptual Design/Testing Completed in June 2012 Technology Infrastructure and WCMS (Web Content Management System) Select pages on Ottawa.ca will be enabled for viewing on mobile devices November 2012 November 2012 Final website design & Final Website build and testing November 2012 Website launch November 19, 2012 Web Strategy & Mobile Approach Year end 2012 Business Licenses and Permits Business Licensing and Permits are enterprise processes that will be transformed in two phases over the next two years. Upcoming activities for 2012 include: The purchase of Enterprise Permitting and Licensing (Epal). Epal is a new back-end system that will provide a platform to build a new transformed business licensing, permits and applications process which will interface with the CSM. The RFP has been completed and negotiations are planned to commence in September 2012.

5 The Automation of Event Central, which includes an online event application, shared online calendar for Special Events Advisory Team (SEAT) members, and implementation of a shared workflow and reporting tool that will greatly facilitate and streamline support for events. ServiceOttawa front-end processes for permits and licenses are to be developed now as part of the permits and licensing re-engineering effort under the Epal initiative. The development of interim permits for Food Premises, Pet Licenses, and Burn Permits will not be developed in Instead effort will be focused on the final, end-state solution. Table 3 provides estimated completion dates for Business Licensing and Permits deliverables in Table 3: Business Licenses and Permits 2012 Milestone/Deliverable On Purchase of New Epal Software Negotiations to commence September 2012 Automation of Event Central Process October 2012 Citizen Facing Licenses and Permits: Food Premises, Pet Licenses, and Burn Permits Deferred to 2013 Mobile Workforce Solutions The Mobile Workforce Solution project successfully deployed mobile devices to Forestry staff in April 2012, enabling the full closed loop experience for clients, and creating efficiencies in the process by reducing manual processes. The online service request for Forestry is anticipated to be online in October 2012, and will allow residents to view the status of their forestry requests. Other achievements and activities for the Mobile Workforce project in 2012 include: Deployed a total of 94 out of 300 field-based mobile devices planned for Devices have been deployed to the following departments: Forestry, Emergency and Protective Services By-law Officers, Fire Prevention, Ottawa Public Health Inspectors and Nurses (School Age Health and Healthy Babies), and Planning and Growth Management. Field-based mobile device deployment is on track for the 2012 target. 28 boardrooms were A/V enabled as part of the office-based mobile workforce solution. Ten office-based mobile devices have been deployed in Environmental Services and Public Works, and 15 corporate hotelling workspaces have been created for staff. The deployment of mobile devices, coupled with A/V enabled boardrooms and new hotelling spaces for staff, all reduce the need to travel between worksites.

6 Table 4 below provides an estimate of implementation timelines for Mobile Workforce Solution deliverables. Table 4: Mobile Workforce Solutions 2012 Milestone/ Deliverable On Forestry Go-Live Closed Loop Complete as of April 2012 Forestry SR Online October 2012 Field-based Mobile Device Deployment On track and ongoing into 2013 Office-based Mobility & Hotelling Ongoing into 2013 ServiceOttawa Efficiency Initiatives On August 1, 2012 a new HR Case Management Tool (Marval) was launched. This tool is used to record, track and manage service requests through the HR Service Centre. Other efficiency activities upcoming in 2012 include: HR s erecruitment Phase III is on target for November This deliverable automates the sending of offer letters to successful candidates and allows the candidate to accept the offer electronically followed by the completion of all newhire documentation online with a feed directly into SAP. The Transformation of Traffic Safety & Mobility and Traffic Operations project involves the re-engineering and automating Traffic Safety and Mobility s work management processes, including how work is scheduled, assigned, executed and recorded through the use of mobile devices in the field. The majority of the work will be completed by 2012 with the go-live scheduled for February The Business Intelligence (BI) project for Finance has three main aspects: the creation of BI IT infrastructure, the development of a Finance datamart to support the creation of operating and capital financial reports, and the development of compensation reporting. The infrastructure and the financial reports will be completed and delivered by the end of 2012, establishing the foundation for future expansion of the data warehouse into additional financial and/or client information sources.

7 Table 5: ServiceOttawa Efficiency Initiatives 2012 Milestone/Deliverable On HR Service Centre Case Management Tool Live as of August 1, 2012 erecruitment Phase III November 2012 Transformation of Traffic Safety & Mobility, Traffic Operations and intro of mobile devices 2012 and into 2013 Finance and Business Intelligence Datamarts Some deliverables year end final implementation 2013 The ServiceOttawa projects are on track to deliver the activities identified in the 2012 plan. The project teams are currently in the planning process for the 2013 ServiceOttawa Roadmap, which will be presented to IT sub-committee in January RURAL IMPLICATIONS There are no Rural implications associated with this report. CONSULTATION ServiceOttawa Project staff were consulted during the development of this report. LEGAL IMPLICATIONS There are no legal implications associated with information outlined in this report. RISK MANAGEMENT IMPLICATIONS There are no risks associated with information outlined in this report. FINANCIAL IMPLICATIONS There are no financial implications associated with the recommendation outlined in this report.

8 ACCESSIBILITY IMPACTS Accessibility is a key consideration in the development and implementation of all client service improvements initiated by ServiceOttawa. As such, Ottawa.ca and ServiceOttawa.ca are AODA compliant. TECHNOLOGY IMPLICATIONS The Information Technology Department has been, and will continue to work collaboratively with ServiceOttawa to implement these initiatives. TERM OF COUNCIL PRIORITIES The City s strategic plan has Service Excellence as a corporate priority. The ServiceOttawa Program s main focus is to implement projects that will directly improve how services are delivered by the City to its citizens. DISPOSITION The ServiceOttawa Department will action any direction received as part of consideration of this report.