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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)
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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?