Employment Ontario Transformation - Background

Accessible, Customer-Centred, Integrated Employment Service Delivery for Ontarians

Why Transform Employment Ontario?

Customer service research in all sectors has found that the kind of customer service that someone gets has a major effect on that person's confidence in the organization delivering the service. That includes confidence in government organizations. People want services that focus on their needs and lead to meaningful outcomes. They want the same high quality of service, no matter how they connect with the service provider. And they want to be able to find services easily, with no hassle.

Employment Ontario service providers and ministry staff recognize the importance of the customer service experience. In 2007, the ministry engaged service providers and MTCU staff across the province in conversations to get their ideas and opinions about how well the employment and training services network was working. There were over 30 one-on-one interviews and nearly 80 focus groups that over 1,000 staff and service providers attended. Over 130 stakeholders responded to an online survey. These conversations identified many strengths that Employment Ontario can build on. At the same time, service providers and ministry staff were consistent in their views that Employment Ontario needed to be more focused on serving customers.

Service providers said, "We do not need new programs, we need to improve access to existing services... customers expect... when they want service, they can get it immediately... Programs should be consistent across the province and they are not."

Ministry staff said, "Customers are frustrated with explaining each and every time...We do not need an answer for all communities, but need a framework that can be applied to all regions and communities... Duplication of resource centres is 'horrendous "[Changes should] "make the machine run better, as opposed to just making it shinier."

To meet it's customers' needs, Employment Ontario must be, first and foremost, customer centred and accessible. Integrated Services Delivery is the basis for achieving this.

What Is Integrated Service Delivery?

Integrated Service delivery (ISD) means integrating Ontario government funded training and employment services across channels, making it easy for its customers to find and use them, based on their interests and needs.

Transforming Employment Ontario benefits customers by increasing access to training and employment services for those who need them while reducing duplication and inefficiencies in Ontario's employment and training network. It is also consistent with the Ontario government's modernization agenda that is aimed at improving the delivery of Ontario government information and programs, improving internal operations and providing enhanced services cost-effectively.

What Will the Transformed Employment Ontario Achieve?

Employment Ontario will be:

  • Better for customers — they'll be at the centre of service delivery, and receive better outcomes.
  • Better for support service providers — under the transformed Employment Ontario, they'll be able to focus more on serving customers.
  • Better for taxpayers — there'll be more efficiency and coordination, and less duplication.

The results for customers will be that they get effective, relevant skills training, employment and career planning services, where and when they need them. Employment Ontario will increase its ability to achieve the Service Promise to customers to:

  • Provide effective, relevant skills training and other employment and career planning services, where and when they are needed
  • Enable Ontarians to access the services and support they need to succeed in today's job market
  • Provide a single branded point of access to employment and training programs and services that individuals and employers need
  • Respond to the needs of employers, job seekers, apprentices and new Canadians
  • Ensure service excellence and public satisfaction with our programs and services.

How Will We Achieve Accessible, Customer-Centred, Integrated Employment Service Delivery?

A service delivery framework was developed based on stakeholder feedback and the research the ministry completed. The Framework outlines 'building blocks' and activities needed to support and sustain integrated service delivery. The service delivery framework provides the activities that helps TCU organize its work to ensure the structures, processes, tools, governance and systems are in place to achieve integrated service delivery and meet the Employment Ontario service promise to our customers.

The transformation of employment and training services is now fully implemented. The integration of employment and training programs and services will be supported by the:

  • Redesign of employment and training programs, starting with the implementation of a new design for "Full Suite Employment Services" in 2010
  • Introduction of a performance management framework to measure and manage performance of services
  • Implementation of integrated service delivery which includes the development and implementation of provincial customer service standards and integrated channels.
  • Development of systems (EOIS) and processes to support integrated service delivery

A service delivery framework provides the foundation for accessible, customer-centred integrated service delivery.

What Is Different?

The Employment Ontario Service Delivery Framework is based on six core principles that guide our work. The principles reflect research in ISD and stakeholder feedback regarding building on our strengths and improve service to our customers, as well as supporting our service providers and staff. The six principles are: service delivery should be accessible, customer-centred, integrated, cost-effective, accountable and be of quality.

Consistent with the above principles, the transformed Employment Ontario will feature:

  • A service delivery strategy that supports the EO service promise to customers
  • A cross-ministry service delivery committee that supports integrated solutions for customers and aligns with community planning
  • Integrated Local Labour Market Planning (ILLMP) that can serve as a contributor and feedback mechanism to the ministry-level service mix and allocation planning
  • An Employment Service that allows for tailoring in a community depending on the segments represented, geographic dispersion and labour market needs
  • An information and referral service that is strong, tiered and predominantly delivered in the community making it easier for our customers to find Ontario government funded employment and training services
  • Redesigned employment and training programs that are client focussed and simplified our service offerings and focuses on outcomes
  • Customer service standards that promote access and create a consistent customer experience across channels and with employment and training services providers - all Employment Ontario staff share a common set of values and all Employment Ontario services have formally set standards of achievement and success criteria
  • Integrated in-person, voice and web channels, organized by customer needs and supported by technology and the Employment Ontario Information System (EOIS), that ensure consistent and accurate information and reporting - all channels are the "right channel" and there is no "wrong door"
  • Organization, culture and skills that support a customer-focused, integrated Employment Ontario.