MRM Overview December 2011

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Municipal Reference Model – Version 2

MISA Ontario Conference June 8th 2011

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Common threads in almost every study:

Defining our Services – Do we know what services we provide? Are they core to our business? What value are they offering? Are we offering the right Services?

Improving our Services – What is the cost of our services? How do we compare with other governments? Can we improve our efficiency, effectiveness and quality?

Service Levels – What is our current Service Level? How was it determined? What are the cost and service implications if we raise or lower Service Levels?

Service Accountability – Who is accountable for which Services? Is the allocation correct or does it need to be adjusted?

Alternate Service Delivery – Can we outsource, in-source, privatize or contract out all or a portion of our Services?

Service Operations – How do we deliver a service? Are there better ways? What can we learn from others?

The challenge of Government... Municipal, Provincial, Federal all have the same challenges…

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Objective: Coherent Government by design

We really need: a consistent and more formal business design capability based on a

common language and set of rules for using it to create better descriptions of what we want (e.g. more coherent ones). A pan-Canadian standard along these lines will enable any conceivable government line-of-business (and inter-collaborations thereof) to better:

• interpret and clarify their missions, strategies, outcomes, etc.• accurately depict or map how they work (and how they can work together), • discover opportunities for business improvements, • support their planning and successful implementation

If we really want: to move to a “whole of government” approach, seamless, citizen-centred services, legislation, regulations and policies designed rather than crafted, alignment, integration, interoperability, etc. in our business systems, to do more with less

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What does the MRM mean to you today?

You can: create a standard business model1 of your municipality, and apply it to produce better business and IT plans and results!

Based on a proven common language, usable by all stakeholders

Can be tailored in scope and level of detail to the size, needs and capabilities of your organization

Backed by a community of your peers providing governance, support, comparisons and best practices

Includes tools, training and support1 Systematic description of the elements and operations of your business.

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Municipal Reference ModelMRM Concepts

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Your core business elements are expressed in a standard language

ClientOrganizations

IndividualClientsOutputs

ProviderOrganizations

Authority

AccountabilityRoles

Responsibility

Used in

Deliver

Accomplish

Governance Outcomes& Impacts

Jurisdictions

Programs

Services

Processes

Resources

The MRM Provides a Common Language and Structure for describing the business of Government from the outside-in, as our citizens see us.

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ClientOrganizations



Authority

AccountabilityRoles

Responsibility

Used in

Deliver

Accomplish


Jurisdictions

Programs

Services

Processes

Resources

MRM Concepts, Standard Vocabulary

Program: a mandate to achieve goals and outcomes that address the needs of a target group. Programs are delivered through a collection of services that contribute to program goals.

Program Key Concepts: •Target Group•Need•Delivered through services•Outcome (a positive change in the level of need of the target group)•Public and Internal Programs•Sub-program

Program

8

ClientOrganizations



Authority

AccountabilityRoles

Responsibility

Used in

Deliver

Accomplish


Jurisdictions

Programs

Services

Processes

Resources

Service: provision of specific final outputs that satisfy client needs and contribute to program outcomes

Service Key Concepts: •Client (external to the organization providing the service)•Service output•Contribute to program outcomes•Complete/stand-alone•Sub-service


Service

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ClientOrganizations



Authority

AccountabilityRoles

Responsibility

Used in

Deliver

Accomplish


Jurisdictions

Programs

Services

Processes

Resources

Process

Process: a linked sequence of activities or tasks that use resources to produce outputs. Processes participate in a chain to produce service final outputs.

Process Key Concepts: •Interim outputs•Resources•Linked to deliver a service final output


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MRM Concepts Illustrated: Public Health

Program Public Health

Target Group Municipal Residents and visitors

Need Health

Outcome Improved Health (Can we define this more precisely?)

Service 1 Service 2

Service Food Premise Inspection H1N1 Immunization

Service Output Inspection Report (permission to continue operation)

Immunization

Direct Client Food premise owner / operator Resident (H1N1 at-risk) receiving immunization

Indirect Client Food premise patron Others in the community (residents and visitors)

Service Value Reduced illness resulting from improper food preparation

Reduced illness resulting from fewer residents contracting H1N1

Process Schedule inspection, conduct inspection, produce report, schedule follow-up

Establish clinic, prepare public communication, operate clinic, decommission clinic

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MRM Concepts, Performance Measurement: Public Health

Program Service Process

Public Health H1N1 Immunization Clinic Operation

Effectiveness (relates to outcome)

Change in level of public health

Reduction in incidence of H1N1

Set up on time, design effectiveness

Efficiency Public Health cost/capita

Cost per delivered immunization

(cost/output)

Operating cost/day

Quality (cf. to standard)

n/a Immunizations to standard

# of operating issues – e.g. out of stock

Customer Satisfaction

Customer Satisfaction (reputation)

Service Satisfaction (Specific experience)

n/a

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MRM Solution Components

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…in a standard way …using precise definitions and concepts accepted and adopted by all

governments in Canada …with tools and templates …with user guides and training material …with a repository where these descriptions can be saved …repository pre-populated with a generic set of municipal services and service

profiles …allowing each municipality to load and customize their service descriptions

and associated data and share with other users …with tools that allow for the analysis and comparison …and a collaboration space that allows ideas to be shared on how these tools

are being used in participating municipalities

In response to renewed interest:

MRM v2 Vision

A tool (product, service) to help municipalities describe their business from a client-centric perspective: in terms of the programs and services they provide

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Key elements of the MRMv2

Metamodel - specifies the contents of your business model, e.g. what information should you record about each service

Reference Model - repository of business model content to get you started, e.g. well-defined examples of services

Toolkit - applications for business users and business analysts to create, analyze and share business model content within the municipality, and with other municipalities

Use Cases - instructions for using the MRM to support common management practices, e.g. strategic planning

Support – an MRM community offering training and support, and a governance structure so you can influence continuing development and direction of the MRM

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The complete Meta-model

Don’t Try to Read!

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The Metamodel up close (extract)

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• Strategic Terms:– Vision– Mission– Core Values

• Program Terms:– Program Goal– Program Need– Program Outcome– Program Target

Group• Service Terms:

– Service Output– Service Output Type– Process– Activity– Task– Client– Service Value (to

client)

• Performance Metric Terms:– Efficiency– Effectiveness– Quality

• Role Terms:– Governance– Accountability– Responsibility– Authority– Activity

• Enterprise Architecture Terms:– Mandate– Events– Cycles– Jurisdiction

Selected Standard Vocabulary

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Modeling Principles and Rules - Extract

Service

Definition: A Service is a commitment to deliver Outputs that contribute to Outcomes

Naming: The name of a Service should be defined as a combination of “modifier” (optional), “noun” (mandatory) and “gerund”

(mandatory). For example, a Service should be named ‘Solid Waste Collection’ rather than ‘Solid Waste’. Modifiers are not always required, e.g. Business Licensing. The Service's name should make sense with and without the word “Service” following the name when required by context.

Valid Instances: The Service’s existence should not depend essentially on the existence of another Service; if that is the case, the

activity is typically a feature or configuration of that other Service. (Independence Rule) Example: traffic control and signage are not Services because they depend on the existence of the ‘Roads

Service’. Traffic control and signage are features that increase the quality and effectiveness of the ‘Roads Service’ because they enable more, safer, and more convenient trips.

Delivery of the Output defined for the Service should fully satisfy the Need(s) addressed by the Service, commensurate with the intentions of the government and the legitimate expectations of the client. (Closure Rule)

Example: fixing a pothole does not by itself satisfy a driver’s expectation of a trip, nor the government’s intent to enable it, and is therefore not a Service but a Process forming part of the ‘Roads Service’.

Example: processing an application form for a building permit does not by itself satisfy a client’s need for permission to build, nor the government’s intent to grant compliant requests, and is therefore not a Service but a Process forming part of the ‘Building Permit Service’.

The Service’s Output cannot be mandatory for all members of its Target Group; otherwise the Service is an Enterprise Management Process or Program Management Process. (Non-Mandatory Rule)

Example: developing a strategic plan is not a service if each department must participate in it. If, on the other hand, an Organization Unit offers assistance with the preparation of individual strategic plans, e.g. departmental or program plans, then an Enabling Service is formed.

Attributes: Standard Attributes

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Quick Reference Guide - Extract

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Authoritative Reference Modelof Municipal Programs and

Services

About 100 high-level municipal services; Over 500 detail-level municipal services

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“MyTown” Emergency Care and Preventative Care Service ProfileService Type Public

Accountable Unit EMS

Purpose Statement Provide emergency and preventative care services to the people of MyTown through activities such as pre-hospital emergency care, community medicine and inter-facility patient transport services

Customer EMS Patient EMS Patient Family / Relatives

Service Types Primary /Advanced Critical

Stand By special event Stand By Emergency

Output EMS Emergency Care, Preventative Care, Facility Transport

Delivery Method Upon Request

Service Level 24/7/365

Efficiency $ / Emergency Care & Preventative Care by type

Value Statement improved health reduction in mortality

reduced pain reduced health care cost

Effectiveness

Response Time to Incident ( Road Response Time + Process Time) Correct Resource response time according to Call priority (90% of the time) Percentage of Unit Hour Utilization

Cost of Unit Hour Production Mean Hospital Wait Time (Total Wait Time / # of Hospital Visit )# of Public Access Defibrillators

Service Objective Improve the response time to life threatening calls (delta & echo) from 70% to 90% within 8:59 minutes and stated targets for alpha, bravo and charlie category type calls. Reduce the in hospital time from 60 minutes to 45 minutes by 20012

Community Impact Health CarePublic Safety

Standard Set of Programs & Service Profiles

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Classification of Reference Model services is based on need & output types

Fire Permit ServiceElevator Permit ServiceSki Lift Permit ServiceGas Line Permit ServiceBoiler Permit ServiceEtc.

MRMv2Index

Framework

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Customized Municipality C

Model

MRM Meta-Model

(i.e. Shell Program, Shell Service, etc.)

MRM Reference

Model (i.e. Public

Safety Program, Fire Rescue

Service, etc.)

Best Practice Model

(i.e. AWWA Potable Water

Supply Service, etc.)

Customized Municipality B

Model

Customized Municipality A

Model

Customized “My

Municipality’s” Model

MRMv2 Putting it all Together

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Implementing The MRM in IBM Rational System Architect

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Toolkit supports business users and analysts

MRMv2 Reference

Model

MRMv2 Meta-model

“MyTown” Business

Model

IBM RationalSystem

Architect

IBM RationalSA/XT

(browser)MRMv2

Collaboration Site

BusinessAnalysts

BusinessUsers

MyTown

IBM LotusQuikr (browser)

IBM RationalPublishing

Engine

OtherSubscribers

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MRM Tooling Architecture

Lotus Quickr, SA/XT

System Architect,RAM, RPE Focal Point

Business User Business Analyst Planner

• Collaborate – forums, wikis, news, defects, enhancement, etc.

• Capture, validate and reason about model content

• Review business component content published from SA

• Optional: Review and edit Municipal Model with SA/XT

• Create & manage business components • Build relationships between components• Query business components• Compare business components in one municipality or

across municipalities• Import/Export business component matrices• Elaborate on business components with documents,

BPMN diagrams, UC diagrams• Compare and merge content from different analysts

• Perform cost/benefit analysis• Weight user importance

against factors such as cost, development times, and available resources

• Build, buy, or outsource decision

• Optimize program and asset operations/maintenance

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MRM in Rational System Architect: Landing Page

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MRM in Rational System Architect: Defining a Program

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MRM in Rational System Architect: Service and Subservices

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MRM in Rational System Architect: Value Lists

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MRM in Rational System Architect: Matrix Browser

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Sample SERVICES report extracted from a business model

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More detail on SERVICE PROCESSES as needed…

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MRM in Rational System Architect: Diagramming, Logic Models

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MRM Future Using Rational Focal Point: Citizen-Centered Prioritization

Visualize project value based on user-defined decision criteria

Evaluate new project requests against strategic objectives

Incorporate multiple stakeholder groups into the prioritization

Prioritize projects based on public popularity

Visualize trade-offs

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MRM Use Cases

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Your “Live”

BusinessModel

OrganizationImprovements

Information& AutomationImprovements

Task & JobImprovements

Process& Quality

Improvements

Leadership &Management

Improvements

Resource & Financing

Improvements

Strategy& Policy

ImprovementsCustomize & ExtendMRMv2

ReferenceModel

MRMv2 Use Case Overview

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MRMv2 – Use Cases1. Customer Satisfaction Survey2. Policy and Needs Analysis3. Program Design4. Program Review 5. Service Design6. Service Planning7. Service Review8. Service Integration9. Multichannel Service Delivery10. Multi-Jurisdictional Service Delivery11. Service Level Review12. Strategic Plan Development (Community /

Corporate)13. Transformation Portfolio Management14. Performance Measurement Design,

Implementation and Benchmarking15. Service Level Agreement Development16. Process Mapping, Reengineering /

Optimization17. Quality Control Certification (ISO, NQI,

etc.)18. Organizational Design & Restructuring

19. Council / Committee Governance Review/Design

20. Revenue Review (Fees / Charges / Rates)21. Alternate Service Delivery Review22. Position / Job Description Definition23. Employee Performance Plan

Development24. Communication Plan Development25. Program and Service Based Budgeting26. Activity Based Costing27. Management Audit28. Enterprise Architecture Development29. Information Technology Strategic Planning30. Business Intelligence Design31. Software Requirements Definition32. Application Design / Development /

Implementation33. COTS Procurement34. Application Portfolio Rationalization35. Web Site / Portal Design / Redesign36. Information Management Framework37. Records and Information Collection

Design

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Saint John – New Governance Structure Built Around Programs!

Committees of Council and ABCs aligned with

Programs and Services

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Toronto takes on Program and Service Based Budgeting challenge!

Multi-Year BudgetingService Planning

Operating Budget Process

Capital Budget Process P

olit

ical

Pro

ces

Service Planning

Service ObjectivesPriority ActionsService ProfilesPerformance Target - Setting

StrategicDirection

Mayor’s Priorities

& CouncilPolicy

Direction

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Imagine a Program / Service Budget!

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Winnipeg’s RACI Analysis

XX X X X Econ. Development

X X Disaster Response

X X X Crime Prevention

X X X XXXCouncil & Admin

X Community Health

X City Planning

X City Beautification

X Cemeteries

X Building Permits

X XX Assessment/Tax

XXXX Arts, Ent. &Culture

Animal Control,Care

Wate

r &

Wast

e

Tra

nsi

t

Pu

blic

Work

s

Pro

p.

Ass

ess

men

t

Polic

e S

erv

ice

Pla

nn

ing

, Pro

pert

y

Mayor'

s O

ffice

Fire

Para

med

ic

EPC

Secr

eta

riat

Corp

ora

te

Serv

ices

Corp

ora

te F

inan

ce

Com

mu

nit

y

Serv

ices

Cit

y C

lerk

s

CA

O S

ecr

eta

riat

Au

dit

Services

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Citizen Rating of Service Importance

Cit

izen

Rat

ing

of

Ser

vice

Sat

isfa

ctio

n

25%

50%

100%

50% 100%

126

25

24

2322

2120

19

18

17

16

15

14

13

12

11

109

87

6

5

4

3

2

27

75%

75%

1. Quality Of Drinking Water 2. Emergency Medical Response

3. Fire Protection4. Crime Control

5. Garbage Collection6. Restaurant Health Inspections

7. Protection From Sewer Back Up

8. Snow Removal

9. Protection From River Flooding10. Recycling Program

11. Enforcing Traffic Laws

12. Condition Of Major Roads13. Parks

14. Condition Of Residential Streets

15. Public Transit

16. Insect Control 17. Rush Hour Traffic Flow

18. Recreation Facilities

19. Libraries

20. Neighbourhood Improvement 21. Economic Development

22. Community Planning

23. Regulating Building & Property 24. Recreation Programs

25. Downtown Renewal

26. Animal Control

27. Non Rush Hour Traffic Flow

Winnipeg:Citizens' Perception of Comparative

Service Value

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Edmonton – Departmental Strategic Plans for Information Technology

45

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


Respect

Education

Education

Public Health

Meaningful Activity / Recreation

Public Health

Clothing


Independence

SENIOR

LOCAL MUNICIPALITY

Local 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

Inter-Jurisdictional Collaboration

FEDERAL SERVICESFEDERAL SERVICES

PROVINCIAL SERVICESPROVINCIAL SERVICES

REGIONAL SERVICESREGIONAL SERVICES

LOCAL SERVICESLOCAL SERVICES

CommonCase Mgt?

Seniors Program and Service Alignment Model

46

Service Reporting to Citizens – Imagine!

Channel of Choice

“My Services”•Property Taxation Service•Water Supply Service•Solid Waste Collection Service•Recreational Instruction Service•Child Care Service•Dog Licensing Service

•ADD NEW SERVICE?

“My Services”•Property Taxation Service•Water Supply Service•Solid Waste Collection Service•Recreational Instruction Service•Child Care Service•Dog Licensing Service

•ADD NEW SERVICE?

“My Account”Amount Owing:•Taxes: $1,200.00•Water: $205.00•Child Care: $121.00•TOTAL: $1,526.00

“My Account”Amount Owing:•Taxes: $1,200.00•Water: $205.00•Child Care: $121.00•TOTAL: $1,526.00

“My Property”•Ownership: ABC Limited•Assessed Value: $345,000•O.P. Design.: Residential•Zoning: CR L2 U100•Area: 375 sq.m.•Fire Insp. Nov. 6, 2008•Health Insp. N/A•Building Plans:

“My Property”•Ownership: ABC Limited•Assessed Value: $345,000•O.P. Design.: Residential•Zoning: CR L2 U100•Area: 375 sq.m.•Fire Insp. Nov. 6, 2008•Health Insp. N/A•Building Plans: Click

Pay Here

Water Supply Operational System

47

MRM Business Model

48

MRM Guiding Principles

1. Enable MRM to become a widely adopted standard for municipal services modeling;

2. Ownership remains with MISA/Canadian Public Sector;

3. Non-profit. Available to municipalities at minimal cost;

4. Support initial participants to be successful in leading the pack and demonstrating the value;

5. Provide same services regardless of the size of the municipality, but recognize the financial limitations and challenges of different municipalities;

6. Maintain alignment with other orders of government in Canada;

7. Admit and encourage private sector participation to develop complementary tools and services.

49

User Package

Content Only Subscribers Modeling Principles Handbook Reference Model (spreadsheet) Access to Quickr Collaboration

Site (unlimited) Access published “My

Municipality” Models on Quickr site

MRM Introductory Training (half-day)

Participate in MRM Standards Board

Full Subscribers Modeling Principles Handbook Authoritative Reference Model Access Quickr Collaboration

Site (unlimited) Access System Architect and

SA/XT Access Published “My

Municipality” Models on Quickr Site and in System Architect

MRM Introductory Training (half-day) and System Architect Training (one day)

Participate in MRM Standards Board

Participate in MRM System Architect User Group (identify and prioritize enhancements)

Publicly Available: MRM Metamodel; Quick Reference Guide

50