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ServiceOttawa Realignment - July 20, 2012

The memo summarizes changes to the organizational structure of the Client Services Branch within ServiceOttawa to improve service delivery. Specifically, it eliminates 2 Program Manager and 7 Supervisor positions, and creates new Coordinator and Senior Client Service Agent roles to ensure consistent, quality service across channels. A Workforce Management Data Analyst and project coordination role are also being created. The changes will be phased in over the next few months to minimize service impacts, and staff are being supported and trained during the transition.

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Jon Willing
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42 views

ServiceOttawa Realignment - July 20, 2012

The memo summarizes changes to the organizational structure of the Client Services Branch within ServiceOttawa to improve service delivery. Specifically, it eliminates 2 Program Manager and 7 Supervisor positions, and creates new Coordinator and Senior Client Service Agent roles to ensure consistent, quality service across channels. A Workforce Management Data Analyst and project coordination role are also being created. The changes will be phased in over the next few months to minimize service impacts, and staff are being supported and trained during the transition.

Uploaded by

Jon Willing
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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MEMO / NOTE DE SERVICE

To / Destinataire From / Expditeur Subject / Objet

Mayor and Members of Council Donna Gray Director, ServiceOttawa ServiceOttawa Update Client Services Branch Realignment

File/N de fichier:

Date: July 20, 2012

The purpose of this memo is to inform you that as part of the implementation of the ServiceOttawa Department, we have made changes to the Client Services Branch (CSB) organizational structure to enhance the management of our services and employees. The CSB includes the 3-1-1 Contact Centre, and seven Client Service Centres. As you know, the ServiceOttawa team has implemented new technology in the CSB including a new stateof-the-art telephone system, and Citizen Service Management (CSM) software to improve overall service delivery to residents. In addition to this new technology, the Branchs current operations and processes must be redefined, and the appropriate leadership structure put in place to ensure consistent, quality and timely service delivery to residents through the channel of their choice including ottawa.ca, 3-1-1 or in person. An updated organizational model with a new management structure will be phased into the CSB operations over the next few months. The following changes will be made using the existing complement of Full Time Employees (FTEs) within the ServiceOttawa Department: The elimination of the 2 Program Manager positions, and 7 Supervisor positions. The creation of new Coordinator positions who will ensure timely, accurate and efficient delivery of service. The Coordinators will report directly to the Manager of the CSB. The creation of Senior Client Service Agent positions who will provide expert advice and advanced level information to front line staff, residents and other stakeholders. The Senior Agents will report to the Coordinators. The creation of a Workforce Management Data Analyst responsible for scheduling and managing predictable volumes of customer service requests across all service delivery channels, and the creation of a project coordination role. This new organizational structure will be phased into the operations over the next few months in order to minimize any impact on service. The unions have been apprised of these changes, and there is a support and training plan in place for staff. All 3-1-1 and Counter inquiries should be directed to Andy Boileau, Acting Manager of the Client Services Branch at Ext. 29909. If you require any information please dont hesitate to contact me at Ext. 25684 at any time. Sincerely, Donna Gray Director, Service Ottawa

cc:

Executive Committee Senior Management Committee

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