The Canadian Seniors Partnership and the

Collaborative Seniors� Portal

Three JurisdictionsThree �Clicks� to Service!

Brian Ferguson

ADM, Veterans Services

Geoff Quirt

ADM, Ontario Seniors Secretariat

Dave Paul

City of Brockville, OntarioVeterans Affairs Canada

Slide 2 Lac Carling VII

Today�s Presentation

Federal, Provincial and Municipal Perspectives on:

� Seniors Canada On-line� The Canadian Seniors Partnership� The Collaborative Seniors� Portal

Lessons LearnedStrategic IssuesQs & As

Lac Carling VII

Slide 4 Lac Carling VII

Seniors Canada On-line - StatusYear Ending 2002

Number of visitors in 2002 up 17% over 2001 (234,745 vs 201,410)

0

5000

10000

15000

20000

25000

30000

35000

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec

Slide 5 Lac Carling VII

0

500

1000

1500

2000

2500

Number of Repeat Visitors

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec

Number of Repeat Visitors up 67% over 2001 (24,089 vs 14,391)

Slide 6 Lac Carling VII

Canadian Seniors Partnership

Vision� Provide Seniors, their families and service

providers with easy access to �citizen-centred� government service

� Multi-jurisdictional co-operative focus for Seniors� services and programs� maximize scarce resources to transform

service delivery � straightforward telephone, in-person, mail,

Internet routes to answers, programs and services

Slide 7 Lac Carling VII

Why Seniors?� Seniors:

� 27.5 % (9.2M) of Canada�s population by 2011� 30.6% (10.5M) by 2016 (Health Canada)

� In 1997, 29% of Canadian households were Internet users � 5.3% headed by citizens +65

� In 2001, 60.2% of households were Internet users� 19.3% were seniors (Statistics Canada)

� Seniors Canada On-line audience includes 35-54 age group family members. In 2001:

� 74.1% of households used the Internet� 52.5% of the 55-64 age group used the Internet

(Statistics Canada)

Slide 8 Lac Carling VII

Why Seniors?

Multiple, MajorSeniors� Issues

Health

Culture

Isolation

Housing

PovertyAgeism

Slide 9 Lac Carling VII

Partnership Objectives� Create collaborative

service transformation projects to improve service delivery to seniors

� Connect all Seniors Portals across Canada. Truly "no wrong door"

� Enlarge participating membership.

� Enhance partnership impact

� Provide forum for greater understanding of existing initiatives/foster interest

� Create network of service providers dedicated to meaningful change

� Pursue common approach to achieve multi-channel service delivery

Slide 10 Lac Carling VII

Canadian Seniors Partnership Governance

� Governing Council meets quarterly

� Information sharing & collaboration

� Reporting relationships & accountability stay same

� Consensus decision-making

� Partners get funding/expertise from own organizations

� Seniors Canada On-line Project Office provides support/co-ordination

� Co-chaired by ADM VAC and ADM OSS (review after 18 months)

Slide 11 Lac Carling VII

Canadian Seniors Partnership Current Members/Participants

� Royal Canadian Legion� Veterans Affairs Canada� Human Resources

Development Canada� Canada Custom and

Revenue Agency� Health Canada� Communication Canada� Treasury Board

Secretariat

� Ontario Seniors Secretariat� Province of Prince Edward

Island� Province of Manitoba� Province of Alberta� Province of British Columbia� CSP Advisory Panel citizen

representative - Council on Aging Network Ontario

Slide 12 Lac Carling VII

Canadian Seniors Partnership Current Members/Participants

� Representatives from FPT Committee of Officials (Seniors) representing these jurisdictions participate on semi-annual basis:- Province of New Brunswick- Province of Newfoundland- Province of Nova Scotia- Province of Quebec- Province of Saskatchewan- North West Territories- Nunavut Territory- Yukon Territory

Slide 13 Lac Carling VII

Networking Registry� Identify collaborative transformation

projects� Share lessons learned, best practices,

technologies� Project examples:

� Collaborative Seniors Portal (Ont., SCOL, Brockville)

� Telehomecare (VAC, PEI)� Legion Housing Policy Review (RCL,

VAC)

Slide 14 Lac Carling VII

Canadian Seniors PartnershipNext Steps

Fall 2003� Governing Council/invited guests will

establish priorities & develop action plans for next 18 months

� Grow/widen the partnership membership Spring 2004� Convene "mini Lac Carling�

� engage/inform wider community of interestre CSP priorities

Slide 15 Lac Carling VII

The Canadian Seniors Partnership

Lessons Learned� Jurisdictions at various stages of readiness� Moving from concept to action requires senior

level decision makers� Build momentum through dialogue and

communication� Don�t have a perfect plan in mind

� �Adapt� / �Adopt�� No visible, inter-jurisdictional barriers

Lac Carling VII

Collaborative Seniors� PortalA Canadian Seniors Partnership

Initiative

Slide 16

Slide 17 Lac Carling VII

Collaborative Seniors� Portal

Goals:!Easier, faster access to seniors services!Plain language descriptions of services with a

citizen focus !Empower front-line workers serving seniors!Three �clicks� to service

� �Cross jurisdictional�, �Cross silo�� Simple, Logical� �No wrong door�

!Target audience familiarity

Slide 18 Lac Carling VII

Municipal

Federal(e.g. Seniors Canada On-line)

Non-Governmental Organizations(e.g. Alzheimer�s Society)

Provincial/Territorial

LegalServices

ServiceProviders

Health Service Professionals

Unconsolidated information �contact by multiple case workers

The Senior�s ExperienceCURRENT STATE

Slide 18

Slide 19 Lac Carling VII

Improving Access to Seniors� Services

Straight Forward

Consistent

Streamlined

Satisfying

Overwhelming

Frustrating

Inconsistent

Duplication

Slide 20 Lac Carling VII

Municipal

Federal(e.g. Seniors Canada On-line)

Non-Governmental Organizations(e.g. Alzheimer�s Society)

Provincial/Territorial

Legal Services

ServiceProviders

Health Service Professionals

Consolidated information Collaborative

Seniors Portal

The Senior�s ExperienceFUTURE STATEFUTURE STATE

Slide 21 Lac Carling VII

Two Key �Drivers�1. Make fundamental

improvement to all service delivery levels

2. Capitalize on service delivery opportunity

Slide 22 Lac Carling VII

Other Services

Seniors� Portal

Federal/Provincial & Municipal Branding

S eniors S eniors Natio nal

Channe lsOPS Channe ls

Health RelatedInfo & Transactions

� Healthy Living� Healthy Eating� MOH Forms� Local Services� Links to Health Sites

FinancialInfo & Transactions

� OAS Forms� CPP Forms� GAINS� ODB� Investments� Banking� Pay Bills

Security, Safety & Housing

� Anti-Fraud Information� OPP Info�Housing Services� Local Services� Links

Activity & Interest BasedInfo & Transactions

� Arts/Culture� Learning � Volunteering� Local Services� Links

Veterans Services

� Veterans Pensions� Local Services�Links to Veterans Sites

Munic ipal Channe ls

(Whe re Available )

Common Enterprise Portal Framework & Infrastructure/Components

Automatically Adjusted for Provincial and Local Views

Transaction Processing

Security & Authentication E-Commerce

Specialized Hosting

Collaborative Seniors� Portal - Vision

Slide 23 Lac Carling VII

Municipal Perspectives

Overview ofBrockville, Ontario

Slide 24 Lac Carling VII

Municipal Perspectives

� Why the City of Brockville got involved

� Lessons learned

Slide 25 Lac Carling VII

Collaborative Seniors� PortalLessons Learned

1. Leadership at all 3 levels2. Immediately engage customer3. Accommodation and spirit of

compromise4. Get early political endorsement5. Offer/accommodate other project testing6. Be relevant

Slide 26 Lac Carling VII

Strategic Issues

How do we get greater participation?How do we address funding?