Areas of Consultation

1. CONSULTING ON SERVICE DELIVERYWITHIN ONTARIO’S ONE-STOP SYSTEMCanada-Ontario LMDA Service Delivery Advisory GroupJune 16, 2006 Ontario Ministry of Training, Colleges and Universities

2. Areas of Consultation • Business Continuity • Program Design • Service Delivery • Program Planning Ministry of Training, Colleges and Universities

3. Business Continuity • Two areas of focus: - clients of programming transferring from Service Canada to MTCU - delivery agents with contracts being transferred from Service Canada to MTCU • Advice to be sought from Service Delivery Advisory Group on how to ensure seamless transfers • This to be focus of next meeting of Advisory Group Ministry of Training, Colleges and Universities

4. Program Design • Most federal and provincial programs will not be altered in January 2007 to promote stability during transfer and transition process • In longer-term, MTCU will need to consider program designs of wide range of programs funded by the federal government and by Ontario - clients and other stakeholders will likely expect more coherence/equity in programs offered by MTCU • MTCU would like to seek advice on program elements that work particularly well and on those that have mixed results for clients • First discussion should be on those program elements that should be considered for change in January 2007. These changes will need to be clear by September 2006 to ensure implementation by January 20007 Ministry of Training, Colleges and Universities

5. Focus on Client Service • MTCU wants to build on excellent services now being offered to clients to add “No Wrong Door” access to skills training and other labour market interventions • MTCU values the insights that the Advisory Group can provide as planning proceeds to implement the One-Stop Training and Employment System • MTCU is focussing on improving services provided in-person, on the Web, and over the phone (Channel Strategy) • MTCU and Service Canada are working closely together to ensure a seamless experience for clients and delivery agents in of Jan. 2007 • Complete integration of services will take some time, but clients can benefit from better referrals in the short term Ministry of Training, Colleges and Universities

6. Variety of Client Pathways • Currently, clients of services funded by federal and Ontario governments offer a variety of pathways—this can be confusing for clients • Many service delivery agencies have informal arrangements to refer clients to other services---but this is not true everywhere • There is little integration of services offered in-person, through the Web, and over the phone • Clients and other stakeholders have rising expectations that governments and their agents will offer seamless service Ministry of Training, Colleges and Universities

7. Integrated Service Delivery • “Third party” service providers make up majority of One-Stop System • Clients need “No Wrong Door” access to the full menu of labour market interventions no matter where in the One-Stop System they make first contact • More effective coordination and referrals by January 2007 will require substantial efforts in information provision and training • Some improvements may be possible before January 2007 Ministry of Training, Colleges and Universities

8. Service Delivery Major focus of today’s discussion: • Any advice on strategies/measures to improve Web-based service delivery? • Any advice on strategies/measures to improve telephone-based services? • How can we ensure “No Wrong Door” access to in-person service? • What principles should guide us? • What best practices/recommendations should we consider for broader application? (Consider in this context service provider input from the initial NWD pilots and baseline survey – see appendix) • What resources would delivery agencies need to adopt new practices? • What are the best ways to train delivery agencies to adopt new practices? • How fast could we have new practices in place? • How could we measure whether we have “No Wrong Door”? Ministry of Training, Colleges and Universities

9. Program Planning • Central feature of One-Stop System will be integrated planning at the local level to articulate needs and to tailor labour market programs • MTCU to increase its ability to work at regional and local level with delivery agencies and with other stakeholders • With January 2007 transfer date for federal resources, planning for 2007 activities will likely be combination of current planning processes. Planning for 2008 activities will come out of broad-based local planning process. • Any advice on planning processes to plan 2007 activities? • How do we measure how effective our planning processes are? Ministry of Training, Colleges and Universities

10. Next Steps • MTCU to consider advice provided today • Detailed agenda to be planned for next meeting to allow participants to consult/think through issues Ministry of Training, Colleges and Universities

11. APPENDIX: NO WRONG DOOR INVENTORY AND PILOTS - INITIAL FINDINGS • In December 2005, a Baseline Inventory Survey, designed to provide a snapshot of current service coordination and referral practices, was distributed to LMTD service deliverers and Local Boards. 303 responses were received. • Pilot projects were conducted in five communities from Dec 2005 to Feb 2006 to provide more in-depth information about service coordination activities and barriers. • Through these initiatives, service providers identified a number of opportunities for improvement: • Provide better access to more effective labour market and training information, including integrated information products for all programs and services, and career information and self-assessment tools that support training and employment decision making. • Articulate consistent and clear service co-ordination and referral requirements for all programs and services to guide the development of local customer referral protocols and practices, including common customer registration requirements. • Develop an information management system/capacity to track customers from entry into the One-Stop System to exit to support customer case management and accountability for service coordination. • Define and measure accountability for service co-ordination, including tracking, documenting and reporting service co-ordination activities and results and providing incentives for continuous improvement, excellence and innovation. • Invest in information sharing, training and development to enhance the service network’s capacity to provide seamless service between and among programs and service providers. Ministry of Training, Colleges and Universities