E - Government - Government Business Reengineering

Canadian Methodology

Business Transformation Enablement Program (BTEP)

17 May 2007Neil Levette

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A New Way Of Thinking

• To harness the full potential of transformation, we need:– A “whole-of-government” approach– To “act-as-one” moving together– Harmonized legislation, regulations and policies– Interoperable and integrated business systems– A common language for describing the enterprise

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What does BTEP bring to this?

• BTEP’s focus is to build a transformation capability that includes:– Shared roadmaps, common facilitation approaches

and methodologies, integrated communications, governance, and decision-making processes

– An overall business design and alignment strategy (including performance measurement)

– A structured, rigorous approach for planning, design and implementation

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20 Oct. 2004

Transformation Execution – the Key Ingredients

• There is a symbiotic relationship between the Governments of Canada Strategic Reference Model (GSRM) and the BTEP Methodology

• The GSRM provides the common language to facilitate understanding and recognize opportunities

• The BTEP Methodology provides a disciplined and rigorous approach for planning, designing and implementing

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The Strategic Questions to be Answered

• Motivation – “Why Change?”• Design – “What are we going to do?”

– Where do we want to go?– How will we know when we get there?– What will it be like when we arrive?

• Planning – “How are we going to do it?”– How should we get there?– Which roads are we taking and when?

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Set of core enablers that provide strategic horizontal capabilities to increase business integration

Government Strategic Reference Models containing authoritative business designs and patterns

Packaged together, the above provide powerful business transformation-enabling processes and tools to assist the Government of Canada in

achieving alignment across its business strategies

Transformation framework that defines and organizes all elements of a business

Methodology for transformation

Transformationgovernance model

Roadmap for transformation

BTEP Tool Kit

BTEP 180v1

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20 Oct. 2004

Key Features of the GSRM

• A common language (for policy, transformation and operations)

• Holistic for all public sector jurisdictions• Aligns with existing Government of Canada (GC)

performance models• Describes relationships between Outcomes, Programs,

Services, and Target Groups

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Case Study – The Seniors Project

• Begun in December, 2003• Used BTEP Tools to identify, analyze and align services

to seniors• Participants Included Federal, Provincial, Regional and

Municipal Governments• The process involved 16 subject matter experts• Three two-day workshop sessions over a 3 month

period• 122 ideas for service improvement were generated, 47

were bundled into 7 opportunities, of which 3 were labeled catalytic

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BTEP 330v1

Working with the Participants

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The Top ModelSetting the Senior’s Context

Columns - Types of services, Rows – Types of needs (M= Municipality, R=Regional, P=Provincial, F=Federal)

Who is involved in the business domain that should be included?

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(Socio-)Economic Development P P PScience and Knowledge Development P P PNatural Resources Development P P P PEnvironmental Protection P PPublic Health F,P,R P,R R F,R F,R,M P,R,M F,P,R,M F,P,R,M F,P,R,M P,R,M P,R,M P,R,M P P,R,MLegal, Collective, Democratic & Human Rights Protection P P R R F,P,R,M P,R,M F,P,R,M P,R,M M P,RSocial Development F,P,R R P,R F,P,R F,P,R,M P,R,M F,P,R,M F,P,R,M P,R,M P,R,MCultural Development P,R,M P,R R R F,R,M M P,R,M P,R,M R,M R,M P PEducational Development P,R F,R R F,P,R,M P,M P,M P,M MPublic Safety F,P,R P,R R P,R P,R,M P,R,M R,M R P P P,R,MJustice P,R P P,R P,R P P P PNational Security & Defense P P P

Service Output TypesSupply capacity to act Enhance capability to act Facilitate & influence action Regulation action

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A d v i s o r y E n c o u n t e r s :F V e t e r a n C o u n s e l l in g a n d R e f e r r a lP L i f e E v e n t B u n d l e s : G e t t in g R e a d y t o R e t i r e , P u r s u in g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g S e n io r s H e a l t h C a r e R e s o u r c e sP S e n i o r s I n f o l in eR F a m i l y ( o f s e n i o r s ) E d u c a t i o n a n d S u p p o r tF T a x F i l i n g f o r S e n i o r sF T 1 S - A O n t a r i o S e n io r P e r s o n a l I n c o m e T a x a n d B e n e f i t s R e t u r nF R e g i s t e r e d R e t i r e m e n t S a v in g P l a n A d v is o r y

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S E N I O R F I N A N C E S

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F u n d s :P S e n io r L i f e s t y l e E d u c a t io n F u n d i n gP O n t a r i o P r o p e r t y T a x C r e d itF V e t e r a n H o m e A d a p t a t i o n F u n d i n gF V e t e r a n H o m e S u p p o r t F u n d in gP A s s is t e d P u b l i c H o u s in g & R e n t S u p p l e m e n tP O n t a r i o T a x C r e d it s S y s t e m ,P r o p e r t y a n d S a le s T a x C r e d i t s f o r S e n i o r sR A f f o r d a b le h o u s i n g f o r s e n i o r sR A d u lt / s e n io r r e n t a l s u b s i d yP A s s is t iv e D e v i c e R e n t a l F u n d i n gP R e t i r e m e n t H o m e s C o m p la i n t R e s p o n s e I n f o r m a t i o n

E d u c a t i o n a l & T r a i n i n g E n c o u n t e r s :R N ia g a r a G a t e K e e p e r sP S e n io r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )

A d v i s o r y E n c o u n t e r s :F V e t e r a n C o u n s e l l i n g a n d R e f e r r a lP L i f e E v e n t B u n d l e s : G e t t i n g R e a d y t o R e t ir e , P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F in d i n g S e n i o r s H e a lt h C a r e R e s o u r c e sP S e n io r s I n f o l i n eR F a m i ly ( o f s e n i o r s ) E d u c a t io n a n d S u p p o r tR S u p p o r t i v e H o u s in g P h y s i c a l & E m o t io n a l H e a lt h C o u n s e l in gR C a r e g iv e r E d u c a t io n a n d I n f o r m a t io n S u p p o r t

M a t c h e s , R e f e r r a l s & L i n k a g e s :P P u b l i c S e r v i c e I n f o r m a t io n a n d R e f e r r a lP A d u lt / S e n i o r I n f o r m a t i o n a n d R e f e r r a lR S u p p o r t i v e H o u s in g R e s i d e n t I n f o r m a t io n a n d R e f e r r a lR S e n io r S e r v ic e I n f o r m a t i o n I n t a k e & R e f e r r a lF V e t e r a n s S c r e e n i n gR L o n g T e r m C a r e I n f o r m a t io n a n d R e f e r r a lR A d u lt D a y P a r t i c ip a n t I n f o r m a t i o n a n d R e f e r r a lP C o - o r d i n a t e s H o m e M a in t e n a n c e a n d R e p a i r

C a r e & R e h a b i l i t a t i o n :P I n - h o m e P e r s o n a l S u p p o r t a n d H o m e m a k in g

P e r m i s s i o n ( P e r i o d s o f ) :P S u b s t i t u t e M e d ic a l C a r e T r e a t m e n t a n d A d m is s i o n t o L T C

R u l i n g s & J u d g m e n t s :F V e t e r a n D i s a b i l i t y P e n s io n A p p e a l

F u n d s :P S e n i o r L i f e s t y le E d u c a t io n F u n d i n gP O n t a r io P r o p e r t y T a x C r e d i tP A s s i s t i v e D e v ic e R e n t a l F u n d i n g

E d u c a t i o n a l & T r a i n i n g E n c o u n t e r s :P S e n i o r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )P S e n i o r L i f e s t y le E d u c a t io n

A d v i s o r y E n c o u n t e r s :F V e t e r a n C o u n s e l l i n g a n d R e f e r r a lP L if e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e , P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F i n d i n g S e n io r s H e a lt h C a r e R e s o u r c e sP S e n i o r s I n f o l in eR F a m il y ( o f s e n i o r s ) E d u c a t io n a n d S u p p o r tM a t c h e s , R e f e r r a l s & L i n k a g e s :P P u b l i c S e r v ic e I n f o r m a t i o n a n d R e f e r r a lP A d u l t / S e n i o r I n f o r m a t i o n a n d R e f e r r a lR S u p p o r t iv e H o u s i n g R e s id e n t I n f o r m a t i o n a n d R e f e r r a lR S e n i o r S e r v i c e I n f o r m a t i o n I n t a k e & R e f e r r a l

S E N I O R S A F E T Y

F u n d s :P S e n i o r L i f e s t y le E d u c a t i o n F u n d in gR R e s p i t e C o m p a n i o n S u b s i d i z a t io n

E d u c a t i o n a l & T r a i n i n g E n c o u n t e r s :P S e n i o r B u s t e r s ( a n e x t e n s i o n o f P h o n e B u s t e r s )R C r i m e A w a r e n e s s E d u c a t i o n f o r S e n io r sR R e s p i t e C o m p a n i o n E d u c a t io nP S e n i o r L i f e s t y le E d u c a t i o n

A d v i s o r y E n c o u n t e r s :F V e t e r a n C o u n s e l l in g a n d R e f e r r a lP L i f e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e , P u r s u in g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g S e n io r s H e a l t h C a r e R e s o u r c e sP S e n i o r s I n f o l in eR F a m i l y ( o f s e n i o r s ) E d u c a t i o n a n d S u p p o r tR C r i m e s A g a i n s t S e n i o r s A d v is o r y / C o n s u lt a t io n

M a t c h e s , R e f e r r a l s & L i n k a g e s :P P u b l ic S e r v ic e I n f o r m a t i o n a n d R e f e r r a lP A d u l t / S e n i o r I n f o r m a t io n a n d R e f e r r a lR S u p p o r t iv e H o u s i n g R e s i d e n t I n f o r m a t i o n a n d R e f e r r a lR S e n i o r S e r v i c e I n f o r m a t io n I n t a k e & R e f e r r a l

A d v o c a c y & P r o m o t i o n a l E n c o u n t e r s :R S e n i o r A b u s e P r e v e n t i o n

C a r e & R e h a b i l i t a t i o n :R R e s p i t e C o m p a n i o n R e s p i t e

R e c r e a t i o n a l & C u l t u r a l E n c o u n t e r s :R R e s p i t e C o m p a n i o n R e c r e a t i o n a l A c t i v i t y

P e r m i s s i o n ( P e r i o d s o f ) :R W a n d e r in g R e g i s t r a t io n

P r o t e c t i o n ( P e r i o d s o f ) :M , R E m e r g e n c y N o t i f ic a t i o nP P a t ie n t A d v o c a t e

F u n d s :P S e n i o r L i f e s t y le E d u c a t i o n F u n d in gR R e s p i t e C o m p a n i o n S u b s i d i z a t i o n

E d u c a t i o n a l & T r a i n i n g E n c o u n t e r s :R N i a g a r a G a t e K e e p e r sP S e n i o r B u s t e r s ( a n e x t e n s i o n o f P h o n e B u s t e r s )R C r im e A w a r e n e s s E d u c a t i o n f o r S e n io r sR R e s p i t e C o m p a n i o n E d u c a t io n

A d v i s o r y E n c o u n t e r s :F V e t e r a n C o u n s e l l in g a n d R e f e r r a lP L if e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e , P u r s u i n g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g S e n io r s H e a l t h C a r e R e s o u r c e sP S e n i o r s I n f o l in eR F a m il y ( o f s e n i o r s ) E d u c a t i o n a n d S u p p o r tR S u p p o r t iv e H o u s i n g P h y s ic a l & E m o t i o n a l H e a l t h C o u n s e l i n gR C a r e g i v e r E d u c a t i o n a n d I n f o r m a t i o n S u p p o r tR C r im e s A g a i n s t S e n i o r s A d v i s o r y / C o n s u lt a t i o n

M a t c h e s , R e f e r r a l s & L i n k a g e s :P P u b l ic S e r v ic e I n f o r m a t i o n a n d R e f e r r a lP A d u l t / S e n i o r I n f o r m a t i o n a n d R e f e r r a lR S u p p o r t iv e H o u s i n g R e s id e n t I n f o r m a t i o n a n d R e f e r r a lR S e n i o r S e r v i c e I n f o r m a t io n I n t a k e & R e f e r r a lF V e t e r a n s S c r e e n i n gR L o n g T e r m C a r e I n f o r m a t i o n a n d R e f e r r a lR A d u l t D a y P a r t ic i p a n t I n f o r m a t i o n a n d R e f e r r a l

A d v o c a c y & P r o m o t i o n a l E n c o u n t e r s :R S e n i o r A b u s e P r e v e n t i o n

C a r e & R e h a b i l i t a t i o n :P I n - h o m e S o c i a l W o r kR R e s p i t e C o m p a n i o n R e s p i t eR L o n g T e r m C a r e R e s p i t e C a r e

R e c r e a t i o n a l & C u l t u r a l E n c o u n t e r s :R R e s p i t e C o m p a n i o n R e c r e a t i o n a l A c t iv i t y

P e r m i s s i o n ( P e r i o d s o f ) :R W a n d e r in g R e g i s t r a t io n

R u l i n g s & J u d g m e n t s :F V e t e r a n D is a b i l i t y P e n s i o n A p p e a l

P r o t e c t i o n ( P e r i o d s o f ) :M , R E m e r g e n c y N o t i f ic a t io nG u a r d i a n s h ip I n v e s t i g a t i o nP P a t ie n t A d v o c a t e

S E N I O R E N G A G E M E N T

R e s o u r c e ( U n i t s o f ) :F V e t e r a n A id s f o r D a i ly L iv i n gR C o n g r e g a t e D i n i n gR A d u l t D a y M e a l P r o v i s i o n

F u n d s :P S e n i o r L i f e s t y le E d u c a t i o n F u n d in gP A s s i s t i v e D e v ic e R e n t a l F u n d in gF V e t e r a n D is a b i l i t y P e n s i o n C la i m a n d S u p p o r tF V e t e r a n D is a b i l i t y A l l o w a n c eF V e t e r a n s S o c ia l a n d M e d ic a l T r a n s p o r t a t i o n F u n d i n gF V e t e r a n D is a b i l i t y P e n s i o nP C o m m u n it y E m e r g e n c y R e s p o n s e V o lu n t e e r s ( C E R V ) O n t a r io

E d u c a t i o n a l & T r a i n i n g E n c o u n t e r s :R N i a g a r a G a t e K e e p e r sP S e n i o r B u s t e r s ( a n e x t e n s i o n o f P h o n e B u s t e r s )

A d v i s o r y E n c o u n t e r s :F V e t e r a n C o u n s e l l in g a n d R e f e r r a lP L i f e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e , P u r s u in g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g S e n io r s H e a l t h C a r e R e s o u r c e sP S e n i o r s I n f o l in eR F a m i l y ( o f s e n i o r s ) E d u c a t i o n a n d S u p p o r tR S u p p o r t iv e H o u s i n g P h y s i c a l & E m o t i o n a l H e a l t h C o u n s e l i n gR R e s p i t e C o m p a n i o n I n d i v id u a l C a r e P l a n n i n gR C a r e g i v e r E d u c a t i o n a n d I n f o r m a t i o n S u p p o r tM a t c h e s , R e f e r r a l s & L i n k a g e s :P P u b l ic S e r v ic e I n f o r m a t i o n a n d R e f e r r a lP A d u l t / S e n i o r I n f o r m a t io n a n d R e f e r r a lR S u p p o r t iv e H o u s i n g R e s i d e n t I n f o r m a t i o n a n d R e f e r r a lR S e n i o r S e r v i c e I n f o r m a t io n I n t a k e & R e f e r r a lF V e t e r a n s S c r e e n in gR L o n g T e r m C a r e I n f o r m a t i o n a n d R e f e r r a lR A d u l t D a y P a r t ic i p a n t I n f o r m a t i o n a n d R e f e r r a lR S u p p o r t iv e H o u s i n g V o l u n t e e r C o - o r d i n a t i o n

A d v o c a c y & P r o m o t i o n a l E n c o u n t e r s :P S e n i o r A d v o c a c y

C a r e & R e h a b i l i t a t i o n :P I n - h o m e S o c i a l W o r kR L o n g T e r m C a r e P s y c h o - s o c i a l S u p p o r tR A d u l t D a y P s y c h o - s o c i a l S u p p o r tP I n - h o m e O c c u p a t i o n a l T h e r a p y

R e c r e a t i o n a l & C u l t u r a l E n c o u n t e r s :P F r ie n d l y V is i t i n gR S u p p o r t iv e H o u s i n g R e c r e a t i o n a l A c t i v i t i e sR L o n g T e r m C a r e R e c r e a t io n a l A c t i v i t yR L o n g T e r m C a r e P a s t o r a l C a r eR A d u l t D a y R e c r e a t i o n A c t i v i t y

M o v e m e n t s :M H a n d i T r a n s it

P e r m i s s i o n ( P e r i o d s o f ) :P D i s a b le d P e r s o n P a r k in g P e r m it ( D P P P )

R u l i n g s & J u d g m e n t s :F V e t e r a n D is a b i l i t y P e n s i o n A p p e a l

R e s o u r c e ( U n i t s o f ) :F V e t e r a n A i d s f o r D a i l y L i v in gR C o n g r e g a t e D in i n gR A d u lt D a y M e a l P r o v i s io n

F u n d s :P S e n io r L i f e s t y l e E d u c a t io n F u n d i n gP A s s is t iv e D e v i c e R e n t a l F u n d i n gP C o m m u n i t y I n ju r y P r e v e n t i o n P r o g r a m ( C I P P ) F u n d i n gP C o m m u n i t y E m e r g e n c y R e s p o n s e V o l u n t e e r s ( C E R V ) O n t a r i o

E d u c a t i o n a l & T r a i n i n g E n c o u n t e r s :P S e n io r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )P S e n io r L i f e s t y l e E d u c a t io nR S e x u a l i t y a n d A g i n g S e x u a l H e a l t h P r o g r a mP S e n io r D r iv e r G r o u p E d u c a t io n P r o g r a m

A d v i s o r y E n c o u n t e r s :F V e t e r a n C o u n s e l l i n g a n d R e f e r r a lP L i f e E v e n t B u n d l e s : G e t t i n g R e a d y t o R e t ir e , P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F in d i n g S e n i o r s H e a lt h C a r e R e s o u r c e sP S e n io r s I n f o l i n eP F a m i ly ( o f s e n i o r s ) E d u c a t i o n a n d S u p p o r tM a t c h e s , R e f e r r a l s & L i n k a g e s :P P u b l i c S e r v i c e I n f o r m a t io n a n d R e f e r r a lP A d u lt / S e n i o r I n f o r m a t i o n a n d R e f e r r a lR S u p p o r t i v e H o u s in g R e s i d e n t I n f o r m a t io n a n d R e f e r r a lR S e n io r S e r v ic e I n f o r m a t i o n I n t a k e & R e f e r r a lR S u p p o r t i v e H o u s in g V o l u n t e e r C o - o r d in a t i o n

A d v o c a c y & P r o m o t i o n a l E n c o u n t e r s :P S e n io r A d v o c a c y

R e c r e a t i o n a l & C u l t u r a l E n c o u n t e r s :P F r i e n d ly V i s i t in gP S e n io r A c h i e v e m e n t A w a r dP C o n g r a t u l a t o r y M e s s a g e sF V e t e r a n s C o m m e m o r a t io n

M o v e m e n t s :R V o lu n t e e r T r a n s p o r t a t io n

P e r m i s s i o n ( P e r i o d s o f ) :P D is a b l e d P e r s o n P a r k i n g P e r m i t ( D P P P )P S e n io r D r iv e r L i c e n c e R e n e w a l P r o g r a mP C o ll is i o n R e - E x a m i n a t i o n P r o g r a mP D r i v e r L i c e n c e R e n e w a l P r o g r a m f o r C o n t r o l le d C l a s s D r i v e r s

M u l t i - j u r i s d i c t i o n a l T r a n s i t i o n O u t p u t B u n d le s f o r S e r v i c e s t o S e n i o r sS o r t e d b y S e r v i c e O u t p u t T y p e

L A T E R S T A G E O F L I F E ( S E N I O R )

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S ic k

I n a d e q u a t e l yH o u s e d

A b u s e d

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F in a n c ia l l yS e c u r e

F i n a n c ia l l yI n s e c u r e

A d u l t

D e c e a s e d

S e n io rC r i t e r io n

M e t

D i e s

S e r v i c e O u t p u t B u n d l e s b y S e r v i c e O u t p u t T y p e V 0 . 2 2 0 0 4 . 0 1 . 2 9 p lo t . v s d

S e r v i c e O u t p u t T y p e C o l o u rsF u n d s( U n i t s o f ) R e s o u r c eN e w K n o w l e d g eC a r e & R e h a b il i t a t io n E n c o u n te r sE d u c a t i o n a l & T r a i n in g E n c o u n te r sR e c r e a t i o n a l & C u lt u r a l E n c o u n te r sM o v e m e n tsA d v is o r y E n c o u n te r sM a t c h e s , R e fe r r a l s & L i n k a g e sA d v o c a c y a n d P r o m o t i o n a l E n c o u n t e r sP e r io d s o f A g r e e m e n tP e r io d s o f P e r m i s s i o nF i n d i n g sR u l i n g s & J u d g e m e n t sP e n a l t i e s & P e r i o d s o f S a n c t i o nP e r io d s o f P r o t e c t i o nIn t e r v e n t i o n sR u l e s ( l a w s , p o l i c i e s , s t r a te g i e s , p l a n s ,… )Im p l e m e n t e d c h a n g e s

F i n d i n g s :P G u a r d i a n s h ip I n v e s t i g a t i o n F in d i n g

F i n d i n g s :P G u a r d i a n s h i p I n v e s t i g a t i o n F i n d i n g

F i n d i n g s :R C a n c e r P r e v e n t i o n a n d E a r l y D e t e c t i o n S c r e e n i n g

Why is the Recovery bundle

bigger than the Prevention bundle?

Can we refocus our services from Recovery

to Prevention?

FinanciallyInsecure

Senior’s Desired State:Engaged, Healthy,Safe, Financially

Secure & AdequatelyHoused

Funds:P Senior Lif esty le Education FundingF Veteran Disability Pension Claim and SupportF Veteran Disability AllowanceF Veterans Social and Medical TransportationFundingF Veteran Disability PensionP Ontario Property Tax CreditF Veteran Home Adaptation FundingF Veteran Home Support FundingP Assisted Public Housing & Rent SupplementP Ontario Tax Credits Sy stem, Property and SalesTax Credits f or SeniorsR Af f ordable housing f or seniorsR Adult/senior rental subsidyF Veteran Long Term Care SubsidyF Veteran Direct Hospital Care FundingF Veteran Home Support FundingF Veterans Ambulatory Health Care FundingF Veteran Treatment Benef itsP Vaccine Prev entable Disease FundingF War Veteran Income SupportF Federal Age Amount CreditF Federal Age Amount Transf erF Old Age Security (OAS) BasicF Canada Pension Plan (CPP) RetirementP Soldiers Aid CommissionP Ontario Prov incial Age AmountP Ontario Prov incial Age Amount Transf erP Ontario Sales Tax CreditF Prisoner of War Pension CompensationF Veteran Emergency Assistance FundingF Veteran Emergency Benev olent and Trust FundingF Veteran Emergency Minor Disbursement FundingF Veterans Funeral and Burial FundingF Guaranteed Income Supplement (GIS)F Allowance (ALW)F Allowance f or the Surv iv or (ALWS)M Property Tax Def erralP Ontario Works FundingP Guaranteed Annual Income Sy stem (GAINS)

Educational & Training Encounters:R Niagara Gate KeepersP SeniorBusters (an extension of PhoneBusters)Advisory Encounters:F Veteran Counselling and Ref erralP Lif e Ev ent Bundles: Getting Ready to Retire, Pursuing Lif e's Best Af ter Retirement, Finding Seniors HealthCare ResourcesP Seniors Inf olineR Family (of seniors) Education and SupportR Supportiv e Housing Phy sical & Emotional Health CounselingR Respite Companion Indiv idual Care PlanningR Caregiv er Education and Inf ormation SupportF Tax Filing f or SeniorsF T1S-A Ontario Senior Personal Income Tax and Benef its ReturnMatches, Referrals & Linkages:P Public Serv ice Inf ormation and Ref erralP Adult/Senior Inf ormation and Ref erralR Supportiv e Housing Resident Inf ormation and Ref erralR Senior Serv ice Inf ormation Intake & Ref erralF Veterans ScreeningR Long Term Care Inf ormation and Ref erralR Adult Day Participant Inf ormation and Ref erral

Care & Rehabilitation:P In-home Occupational Therapy

Permission (Periods of):P Personal Care Guardianship

Rulings & Judgments:F Veteran Disability Pension Appeal

Funds:P Senior Lif esty le Education FundingP Ontario Property Tax CreditF War Veteran Income SupportF Federal Age Amount CreditF Federal Age Amount Transf erF Old Age Security (OAS) BasicF Canada Pension Plan (CPP) RetirementP Soldiers Aid CommissionP Ontario Prov incial Age AmountP Ontario Prov incial Age Amount Transf erP Ontario Sales Tax CreditP Property Guardianship

Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)P Senior Lif esty le Education

Advisory Encounters:F Veteran Counselling and Ref erralP Lif e Ev ent Bundles: Getting Ready to Retire, Pursuing Lif e's Best Af ter Retirement, Finding Seniors HealthCare ResourcesP Seniors Inf olineR Family (of seniors) Education and SupportF Tax Filing f or SeniorsF T1S-A Ontario Senior Personal Income Tax and Benef its ReturnF Registered Retirement Sav ing Plan Adv isory

Matches, Referrals & Linkages:P Public Serv ice Inf ormation and Ref erralP Adult/Senior Inf ormation and Ref erralR Supportiv e Housing Resident Inf ormation and Ref erralR Senior Serv ice Inf ormation Intake & Ref erral

SENIOR FINANCESPrevention Recovery

Outputs that prevent or detect a senior becoming

Financially Insecure

What it is:

• Defines “bundles” by identifying services that detect, prevent (Prevention) or help (Recovery) transitions of a target group

• Shows services by type or jurisdiction that must “fit together” to make a difference for the target group

Identifying Transformation Opportunities, The Client Perspective

20 Oct. 2004

12

REGION OF NIAGARA

FEDERAL GOVERNMENT

Canada Revenue Agency - Individual Returns and Payments Processing Directorate

F Tax Filing for Seniors

Seniors Taxes Filed

F Federal Age AmountTransfer

Tax Credit

F Registered RetirementSaving Plan Advisory

RRSP Advice

F Federal Age AmountCredit

Tax Credit

F T1S-A Ontario SeniorPersonal Income Tax and

Benefits Return

Ontario Senior's Paper TaxFiling

Veterans Affairs Canada

F Veteran Counselling andReferral

Veteran Counselled andReferred

F Veteran TreatmentBenefits

Veteran Treatment BenefitAward

F Veteran DisabilityPension

Disability Pension Payment

Health Canada

F Health InformationAwareness

Health Information

F First Nations & InuitHealth Care

Care & Rehabilitation

F Disease Prevention,Health Protection and

Promotion

Disease Prevention, HealthProtection Campaign

Social Development Canada - Income Security Program

F Canada Pension Plan(CPP) Retirement

CPP RTR Payment

F Allowance for theSurvivor (ALWS)

ALWS Payment

F Old Age Security (OAS)Basic

OAS Basic Payment

F Allowance (ALW)

ALW Payment

F Guaranteed IncomeSupplement (GIS)

Guaranteed IncomeSupplement Payment

F War Veteran IncomeSupport

War Veteran IncomePayment

F Veteran DisabilityPension Appeal

Veteran Disability PensionAppeal Judgment

F Veterans Screening

Veteran Screened

F Veteran DisabilityPension Claim and Support

Veteran Disability PensionClaim Payment

F Veterans Social andMedical Transportation

Funding

Veteran Social and MedicalTransportation Payment

F Veteran DisabilityAllowance

Veteran Disability AllowancePayment

F Veteran Home AdaptationFunding

Veteran Home AdaptationPayment

F Veteran Long Term CareSubsidy

Veteran Long Term CareSubsidy Payment

F Veteran Home SupportFunding

Veteran Home SupportPayment

F Veteran Direct HospitalCare Funding

Veteran Direct Hospital CarePayment

F Veterans AmbulatoryHealth Care Funding

Veteran Ambulatory HealthCare Payment

F Veteran Home SupportFunding

Veteran Home SupportPayment

F Prisoner of War PensionCompensation

Prisoner of War PensionBenefit

F Veteran EmergencyBenevolent and Trust

Funding

Veteran EmergencyBenevolent and Trust

Payment

F Veteran EmergencyAssistance Funding

Veteran EmergencyAssistance Payment

F Veteran Emergency MinorDisbursement Funding

Veteran Emergency MinorDisbursement

F Veteran Aids for DailyLiving

Veteran Aid

F Veterans Funeral andBurial Funding

Veteran Funeral and BurialPayment

F Veterans Commemoration

Veteran Commemorated

F Veteran Direct HospitalCare

Veteran Direct HospitalTreatment

F Veterans HealthPromotion

Veteran Health Course

P Ontario Property TaxCredit

Tax Credit

P Ontario Provincial AgeAmount

Tax Credit

P Ontario Provincial AgeAmount Transfer

Tax Credit

P Ontario Sales Tax Credit

Tax Credit

Region of Niagara Supportive Housing

Region of Niagara Long-Term Care

R Long Term CareEnhanced Personal Care

Fee for service personal care

R Long Term Care PalliativeCare

Palliative Care

R Long Term CareNutritional Intake and Meal

Provision

Nutritious Meal

R Long Term CareOvernight Stay

Long Term Care OvernightStay

R Supportive HousingResident Information and

Referral

Supportive HousingInformation & Referral

R Supportive HousingPhysical & Emotional

Health Counseling

Supportive Housing Physical& Emotional HealthCounseling Session

R Long Term Care Psycho-social Support

Psycho-social consultation

R Supportive HousingRecreational Activities

Recreational Exercise

R Long Term CareAccommodation

Long Term Careaccommodation

R Long Term Care PastoralCare

Pastoral care

R Long Term Care RespiteCare

Vacation Care

R Long Term CareMedication

Medication Administration

R Long Term Care BasicPersonal Care

Personal care

R Supportive HousingAccommodation

Supportive Housing Unit

R Supportive HousingHealth Education

Supportive Housing HealthEducation Session

R Long Term CareRehabilitation

Rehabilitation Care

R Supportive HousingPersonal Support

Personal Support

R Supportive HousingMedication Coordination

Medication Coordinated

R Supportive HousingPersonal Care

Personal Care

Region of Niagara Public Health

R Niagara Gate Keepers

Seniors at Risk Identificationand Assistance Training

R Cancer Prevention andEarly Detection Screening

Cancer Prevention and EarlyDetection Evaluation

R Sexuality and AgingSexual Health Education

Sexuality and Aging SexualHealth Training Session

Region of Niagara Adult Day Program

R Adult Day ParticipantInformation and Referral

Adult Day Participant Referral

R Adult Day Psycho-socialSupport

Psycho-social SupportSession

R Adult Day RecreationActivity

Recreational Exercise

R Adult Day EnhancedPersonal Care

Enhanced Personal Care

R Adult Day Meal Provision

Meal

R Adult Day Rehabilitation

Rehabilitation Session

R Adult Day Personal Care

Personal Care

R Adult Day MedicationMonitoring

Medication Monitored

Region of Niagara Police

R Wandering Registration

At risk individual registered

R Senior Abuse Prevention

Senior Abuse AwarenessCampaign

R Crimes Against SeniorsAdvisory/Consultation

Crimes against Seniorsadvice and consultation

R Vaccine PreventableDisease Program

Preventable DiseaseVaccination

Region of Niagara Respite Program

R Respite CompanionRespite

Caregiver Respite

R Respite CompanionEducation

Respite Companion Course /Training Session

R Respite CompanionRecreational Activity

Recreational Activity

Region of Niagara Housing

R Affordable housing forseniors

Affordable Housing Payment

R Adult/senior rentalsubsidy

Rent Subsidy

R Respite CompanionSubsidization

Respite Companion SubsidyPayment

R Respite CompanionRecreational Activity

Recreational Activity

R Family (of seniors)Education and Support

Family Support Session

R Day Care Overnight Stay(in Long Term Care Facility)

Day Care Overnight Stay

R Crime AwarenessEducation for Seniors

Crime Awareness Course

R Long Term CareInformation and Referral

Long-Term Care ReferenceR Public Health Inspections

and Infectious Disease

Public Health ViolationRectified

Province of Ontario

Ontario Ministry of Community andSocial Services

Community Care Access Centres

A Public ServiceInformation and Referral

Public ServiceInformation Referral

A Assistive Device RentalFunding

Assistive Device RentalSubsidy

A In-home Social Work

Social Work CounselingSession

A In-home PersonalSupport and Homemaking

In-home Personal Supportand Homemaking Visit

A In-home Nursing Care

Nursing Visit / Shift

A In-home Physiotherapy

Physiotherapy Treatment

A In-home Dietetics

Dietetics Session

A In-home OccupationalTherapy

Occupational TherapyTreatment

A In-home SpeechLanguage Pathology

Speech Language PathologyTreatment

Community Support Services

A Adult/Senior Informationand Referral

Adult / Senior Information /Referral

A Friendly Visiting

Friendly Visit

A Call and Reassurance

Reassurance Call

A Volunteer Transportation

Volunteer Provided Trip

A Co-ordinates HomeMaintenance and Repair

Home Maintained / Repaired

A Congregate Dining

Congregate Dining Meal

A Meals on Wheels

In-home Meal

Ontario Ministry of Agriculture & Food

P Common Sense Nutritionfor Seniors

Nutrition Information

P Community Food AdvisorProgram

Community Food Advice

Ontario Ministry of Citizenship &Immigration

P Senior AchievementAward

Senior Achievement AwardGranted

Ontario Ministry of Community Safety and Correctional Services

P Older & Wiser

Senior Lifestyle Course

P Community EmergencyResponse Volunteers

(CERV) OntarioP SeniorBusters (an

extension of PhoneBusters)

Ontario Ministry of Consumer andBusiness Services

P Life Event Bundles:Getting Ready to Retire, …

New Senior Advice

P Ontario Works Funding

Ontario Works BenefitPayment

P Soldiers Aid Commission

Soldiers Aid Benefit Payment

Ontario Ministry of EconomicDevelopment & Trade

P Congratulatory Messages

Congratulatory MessageReceived

Ontario Ministry of Finance

P Ontario Tax CreditsSystem, Property and Sales

Tax Credits for Seniors

Tax Credit

P Guaranteed AnnualIncome System (GAINS)

GAINS PaymentOntario Ministry of Health and Long-Term Care

P Seniors Infoline

Seniors Information

P Patient Advocate

Patient Finding

P Seniors Care Education

Seniors Care Course

P Community InjuryPrevention Program (CIPP)

Funding

CIPP Payment

P Vaccine PreventableDisease Funding

Vaccine Preventable DiseasePayment

Ontario Ministry of Municipal Affairs andHousing

P Assisted Public Housing& Rent Supplement

Assisted Public Housing &Rent Supplement Payment

Ontario Ministry of the Attorney General

P Property Guardianship

Property Stewarded

P GuardianshipInvestigation

Guardianship InvestigationFinding

P Substitute Medical CareTreatment and Admission

to LTC

Medical Treatment

P Personal CareGuardianship

Personal Care Decision

Ontario Ministry of Transportation

P Disabled Person ParkingPermit (DPPP)

Disabled Person ParkingPermit

P Collision Re-Examination

Collision Re-ExaminationLicence Issued

P Driver Licence RenewalProgram for Controlled

Class Drivers

Controlled Class DriverLicence Renewed

P Senior Driver LicenceRenewal Program

Senior Driver Licence Issued

P Senior Driver GroupEducation

Senior Driver Group Course

Ontario Seniors Secretariat

P Senior LifestyleEducation

Senior Lifestyle Course

P Senior Advocacy

Seniors PromotionalCampaign

P Senior LifestyleEducation Funding

Seniors Lifestyle EducationPayment

P Retirement Homes ComplaintResponse Information Service:

Ontario Residential CareAssociation Funding

Residential Care Association Grant

Legal, Collective, Democratic & Human Rights Protection

Acknowledgement

Public Health

Shelter

Public Health

Food / Nourishment

Socio-Economic Development

Income

Public Health

Health

Public Safety

Safety

Social Development

Socialization

Legal, Collective, Democratic & Human Rights ProtectionRespect

Education

Education

Public Health

Meaningful Activity / Recreation

Public Health

Clothing

Legal, Collective, Democratic & Human Rights Protection

Independence

SENIOR

LOCAL MUNICIPALITYLocal Municipality

L Transit Fare Reductionfor Seniors

Public transit rates

L Property Tax Deferral

Property tax deferral

L Emergency Notification

Emergency Contact

L Enhanced GarbageCollection

Domestic garbage pickup

L Handi Transit

Handicap Trip

FEDERAL SERVICESFEDERAL SERVICES

PROVINCIAL SERVICESPROVINCIAL SERVICES

REGIONAL SERVICESREGIONAL SERVICES

MUNICIPAL SERVICESMUNICIPAL SERVICES

CommonCase Mgt?

Identifying Transformation Opportunities, The Solutions Perspective

20 Oct. 2004

Is there an opportunity here toshare back office services?

13

Planning Considerations

AlignmentTesting

AlignmentTesting

AlignmentTesting

Existing projects

New projects

PlanPhase

BusinessCase Phase

DesignPhase

StrategyPhase

VisionPhase

Business Problem Assessment

Target Business Vision

Transformation Strategy

Target Business Design

Transformation Business Case

Alignment Assessments

Transformation Master Plan

AlignmentTesting

AlignmentTesting

Primary Deliverables

Phases

One minor iteration

One major iteration

Results can soon begin to shape transformation

projects

a first Iteration

14

Summary and Wrap-up

• First, optimize the policies, programs and services to achieve the desired outcome(s)

• Second, optimize the processes that consume resources in the delivery of service outputs

• BTEP is an effective tool for outcome optimization

• GSRM is essential for alignment and linkages “Common Language”

• Use commercial tools for process reengineering

15

20 Oct. 2004

Questions

16

Useful Links

• Business Transformation Enablement Program (BTEP)

• The Canadian Government's Style of Enterprise Business Architecture

17

20 Oct. 2004