A Success Strategy for Cross-Jurisdictional Collaboration October 2004 Mike Giovinazzo & Joanne Harrington V 0-2

A Success Strategy for A Success Strategy for

Cross-Jurisdictional CollaborationCross-Jurisdictional Collaboration

October 2004Mike Giovinazzo &Joanne Harrington

V 0-2

2003-4-7 2

AgendaAgenda

• The essence of collaboration• The evolution of a common strategy• Key aspects of the approach• A sample case study

– Project Summary– Approach overview– Sample exhibits – Key Findings

• Question Period

2003-4-7 3

The Essence Of CollaborationThe Essence Of Collaboration

• Not very easy– Each party has their own mandate,

priorities and constraints

• It can be (and has been done)

• The secret is locating the common ground, respecting autonomy and building a value chain that contributes to common goals

2003-4-7 4

Finding Common GroundFinding Common Ground

• Contributing to related Outcomes• Exercising related Authorities• Addressing related Target Groups• Meeting related Needs• Delivering related Services• Recognizing related Events• Executing related Business Processes• Using related Information

2003-4-7 5

Alignment ExamplesAlignment Examples

• Two programs require alignment when they recognize the same target groups and/or needs in overlapping jurisdictions.

• They are aligned when their goals and strategies have been harmonized or conflicts are reduced to a minimum.

• A service is aligned with a program when it contributes to a program’s goals by meeting target group needs designated by the program, in a way consistent with the program’s strategy

2003-4-7 6

Model shows target group overlaps of threeexisting ACOA programs with economic development goals

Program: Access to Capital and Information

Program: Entrepreneurship andBusiness Skills Development

Program: Economic Development

EducationalInstitutions

Entrepreneurs SMEsBusinesses

RuralCommunities

Post-SecondaryStudents

Program Owner: ACOAJurisdiction: Atlantic CanadaOutcome Goals: Higher levelsof investment

Program Owner: ACOAJurisdiction: Atlantic CanadaOutcome Goals: Community Economic Growth

Program Owner: ACOAJurisdiction: Atlantic CanadaOutcome Goals: Increased rate of new business formation

Program: Supply

Program Owner: PWGSCJurisdiction: CanadaOutcome Goals: Higherlevels of Canadian supply

AboriginalCommunities

Program Alignment ModelProgram Alignment Model

© Reproduced permission of Chartwell

2003-4-7 7

Upper Tier/Lower Tier Program Upper Tier/Lower Tier Program Alignment ModelsAlignment Models

ProvincialAgricultural

Program

ProvincialWater MgtProgram

MunicipalWater MgtProgram

Farms

Residents

ShorelinePropertyOwners

FloodResponseService

DrinkingWaterService

High/LowWater Hazard

Service


Getting the job doneGetting the job done

A Proven ApproachA Proven Approach

2003-4-7 9

In the beginning …In the beginning …

– Municipal Government Need• Sanctioned by MISA (Municipal Information Systems

Association)• Funded by a federal grant, Chartwell pioneered

groundbreaking techniques • Generic enterprise model of municipal programs and

services• Initially licensed to 27 Canadian municipalities and 2

foreign municipalities

– Evolution to the Management Reference Model (MRM®) for Government Services

• extended to include a broad range of government services from all tiers (local, regional, provincial, federal)

2003-4-7 10

Evolution …Evolution …

• Provincial Government– Ontario adopted the approach and evolved the PSRM

(Public Service Reference Model)– Used in key ministries and agencies

• E.g. Land Resource Cluster (LRC) Water Program - basis of fundamental business re-engineering Basis of a detailed architecture framework and standards for the provinces Enterprise Information Architecture

– Formal architecture methods, planning process and governance structure for the province

– Stated benefits include: – provide fully integrated customer-centred service

delivery – improve communications between business and IT

stakeholders inside and outside the government – identify opportunities for business change

http://www.cio.gov.on.ca

http://www.cio.gov.on.ca/

2003-4-7 11

Evolution …Evolution …

• Government of Canada– Treasury Board’s new Business Transformation

Enablement Program (BTEP) initiative– Projects include:

• Information Management Enabler (Treasury Board Secretariat)

• Secure Service Delivery Using E-forms (SSDUE) (Health, CCRA, RCMP)

• Public Safety Information Sharing (Solicitor General Canada and Treasury Board Secretariat)

• National Criminal Justice Index (RCMP)• Services to New Business (Industry Canada)• Seniors (Veterans Affairs Canada) • Statutes and Regulations (Justice Canada) • Business Architecture of Managing the Fisheries

(Department of Fisheries and Oceans)

http://www.cio-dpi.gc.ca/btep-phto/index_e.asp

2003-4-7 12

BTEP Program Synopsis?BTEP Program Synopsis?

• Why - because the Government of Canada is committed to achieving a vision of citizen or client-centric service delivery across the whole of government.

• A new way of thinking about and working collaboratively

• Integrated methodology for planning, designing and implementing business transformation

• Based on business design best practices and models suited to public sector organizations

2003-4-7 13

BTEP Components & BenefitsBTEP Components & Benefits

• Components– GSRM (Government Strategic Reference Model)– Enablers (core business capabilities)– Transformation Framework – Transformation Deliverables

• Benefits– Ensure that transformation initiatives across government

are easier to coordinate, manage and sustain– Compatible business design across departments and

agencies – More efficient and effective program structures and

service delivery arrangements – Greater alignment of goals, programs and projects

2003-4-7 14

BTEP – The Bottom LineBTEP – The Bottom Line

“… uses public service language. Senior executives will see business transformation proposals using concepts and terminology they recognize and understand. It will help executives and program managers better understand the business processes they are responsible for and more easily identify the programs with which they must interoperate to advance client-centred service delivery.”

2003-4-7 15

BTEP Transformation FrameworkBTEP Transformation Framework

What How Where Who When Why

Things important to the business

Things important to the business

Programs

Services

Programs

Services

Jurisdictions

Business locations

Geographical areas

Jurisdictions

Business locations

Geographical areas

Target GroupsRoles

PartiesCommunitiesOrganizations

Workforce

Target GroupsRoles

PartiesCommunitiesOrganizations

Workforce

Cycles

Events

Cycles

Events

Vision

Authorities

Needs, Targeted needs

Value statements

Outcomes

Environment things

Vision

Authorities

Needs, Targeted needs

Value statements

Outcomes

Environment things

Information

Model

Information

Model

Program Service Alignment Model

Service Integration & Alignment Model

Operations Model

Service level agreements

Program Service Alignment Model

Service Integration & Alignment Model

Operations Model

Service level agreements

Logistics ModelLogistics Model

Target Group Model

Community Model

Organization Responsibility Model

Culture Model

Target Group Model

Community Model

Organization Responsibility Model

Culture Model

Events & Cycles Model

Target Group State Transition Model

Events & Cycles Model

Target Group State Transition Model

Authorities Model

Performance Model

Authorities Model

Performance Model

Logical data model

Logical data model

Application architecture

Use Cases

Application architecture

Use Cases

Distribution architecture

(Z - distributed system architecture)

Distribution architecture

(Z - distributed system architecture)

Human interface

architecture

Human interface

architecture

Processing structure

Processing structure

Business rule model

Business rule model

Physical data model

Physical data model System designSystem design System

architectureSystem

architecturePresentation architecture

Presentation architecture

Control structureControl

structure Rule designRule design

Data definitionData definition ProgramProgram Network architecture

Network architecture

Security architecture

Security architecture

Timing

definition

Timing

definitionRule

specificationRule

specification

Service requestsService outputsProcess inputs

Process outputs

Service requestsService outputsProcess inputs

Process outputs

Service instances

Process instances

Service instances

Process instances

Physical locations

Channels

Physical locations

Channels

Service recipients

Workers

Service suppliers

Service recipients

Workers

Service suppliers

ScheduleSchedule Performance actuals

Performance actuals

Strategic Design & Planning Deliverables

• Business Problem Assessment

• Target Business Vision

• Transformation Strategy

• Target Business Design

• Transformation Business Case

• Transformation Master Plan

System Design & Planning Deliverables

e.g. as defined by RUP (Rational Unified Process) or UMM (UNCEFACT Modelling Methodology)

Strategic Design & Planning Deliverables

• Business Problem Assessment

• Target Business Vision

• Transformation Strategy

• Target Business Design

• Transformation Business Case

• Transformation Master Plan

System Design & Planning Deliverables

e.g. as defined by RUP (Rational Unified Process) or UMM (UNCEFACT Modelling Methodology)

Scope & Context

Conceptual

Logical

Physical

Implementation

Operational Operating PlansOperating Plans

Transformation Blueprint TransformationRoadmap

Operations Blueprint

2003-4-7 16

ProviderOrganizations

Authority

AccountabilityRoles

Responsibility

GovernanceTarget Groups

IndividualClientsOutputs

Outcomes& Impacts

Used in

Deliver

Accomplish

Jurisdictions

Programs

Services

Processes

Resources

MRM – PSRM – GSRM VocabularyMRM – PSRM – GSRM Vocabulary


2003-4-7 17

GSRM Service Output TypesGSRM Service Output Types

Service Output Type Service TypeFunds Acquiring and providing financial resources(Units of) Resource Providing resources such as goods, equipment, accommodations

(apart from funds and human resources)New Knowledge Conducting researchCare & Rehabilitation Encounters Providing care & rehabilitation to people and thingsEducational & Training Encounters Providing education and training experiencesRecreational & Cultural Encounters Providing recreational & cultural experiencesMovements Moving people and thingsAdvisory Encounters Providing information & adviceMatches, Referrals & Linkages Brokering, referring, connecting, matchingAdvocacy and Promotional Encounters Influencing, advocating, persuading, promoting awarenessPeriods of Agreement Creating collaborations, negotiating agreements, settling disputesPeriods of Permission Regulating, licensing, permitting, certifying, identifying, authorizingFindings Inspecting & investigatingRulings & Judgements Applying rules & dispensing justicePenalties & Periods of Sanction Enforcing compliance, meting out punishment, penalizingPeriods of Protection Monitoring, warning, guarding, storing, eliminating threats,

reducing risksInterventions Intervening, responding to threats & emergencies, giving aid,

restoring orderRules (laws, regulations, policies, strategies, plans, designs, standards)

Creating and changing rules

Implemented changes Changing existing organization, practices, systemsCo

reS

up

ply

ca

pa

city

to

act

En

ha

nce

ca

pa

bili

ty to

a

ct

Fa

cilit

ate

&

influ

en

ce

act

ion

Re

gu

latio

n a

ctio

n

2003-4-7 18

BTEP Service DefinitionBTEP Service DefinitionService: – A service is a set of processes that produces and delivers a

service output. Also: a means, administered by a program, of producing an output to address one or more target group needs and contribute to the outcomes of one or more programs

Service Output:– A service output is an output with characteristics that

distinguish it from other outputs in the same context (typically called intermediate or process outputs). These characteristics are:

• Fulfilled purpose, completed production or finality from the service provider’s perspective;

• Fulfilled intent or full obtainable value from the service recipient’s perspective, and

• Repetition from a work designer’s perspective, in the sense that the service’s processes are designed to produce repeated instances of the service output.

• Must be classifiable as one of the 19 GSRM service output types• Other useful terms for a service output are the “service delivery

unit” or “unit of delivered service”.

2003-4-7 19

Services Can Provide Value to Services Can Provide Value to Multiple ProgramsMultiple Programs

What is the relative contribution to the other programs? What opportunities exist for co-funding? How does this influence the “real value” of the service?


Supports achievement of program goals


PROVINCIALYOUTH PROGRAM

FEDERAL HEALTHPROGRAM

Swimming PoolAccessSwimming Pool

Access

MUNICIPAL RECREATION PROGRAM

Swimming PoolAccessSwimming Pool

Access


Administersand funds

SERVICE PORTFOLIO

2003-4-7 20

GSRM - Governments of Canada GSRM - Governments of Canada Strategic Reference ModelStrategic Reference Model

• A set of models that can be used to depict how the GsOC currently serves Canadians and how it could in the future.

• Provides a standardized approach to support consistent analysis of business processes across different types of programs and services.

• Key analytical tool for designing business architecture (Framework Rows 1 & 2).

• Features libraries of services and process patterns tailored to public sector setting and vocabulary, for alignment with IS design methods.

• Features strong architectural specifications for public service business design - programs, services, accountabilities, performance measures.

2003-4-7 21

GSRM Structural ContextGSRM Structural Context

PROGRAMS

SERVICES

PROCESSES

ROLES

POSITIONS

Aggregate

PLM: Horizontaland verticalrelationships

between programs

Serviceproccess model:

Vertical relationshipsbetween processes and

services

Relationships;Accountability

/ Responsibiility

Role responsibility /Accountability mapsshow relationship between

roles and obligations

PSAM:Vertical relationships

betwentarget group facing services

and programs

SIAM: Horizontalrelationships

between services


2003-4-7 22

Programs and Services Model

Number of Business Lines (from 2002-2003 Estimates) Producing Service Output Types

Within Context of Program Type

Fu

nd

s

(Un

its o

f) R

eso

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vem

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Pro

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ultu

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Ca

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Ag

ree

me

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Pe

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of

Pe

rmis

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n

Pe

rio

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of

Pro

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ion

Fin

din

gs

Inte

rve

ntio

ns

Ru

ling

s a

nd

Ju

dg

em

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Pe

na

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ds

of

Sa

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ion

Ru

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( la

ws,

po

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tra

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pla

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…)

Imp

lem

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ted

Ch

an

ge

s

Tot

al B

usin

ess

Line

s U

sing

(Socio-)Economic Development 42 38 1 28 25 23 11 2 21 4 12 18 28 12 4 7 9 16 7 308Science and Knowledge Development 8 7 0 7 6 8 5 0 4 0 0 2 4 3 0 3 2 4 4 67Natural Resources 5 4 0 5 7 5 1 0 3 0 1 3 6 4 0 2 4 4 0 54Environment Protection 11 11 0 6 6 8 2 1 4 1 3 7 12 6 4 4 7 5 2 100

He Public Health 13 8 0 9 7 8 6 3 5 6 4 5 14 8 3 1 7 4 2 113

Legal, Collective, Democratic & Human Rights 11 17 1 17 9 16 6 4 9 3 11 8 18 18 0 14 10 2 6 180Social Development 19 16 0 16 11 11 3 4 12 8 2 6 9 8 2 5 6 7 3 148Cultural Development 13 16 0 14 13 11 3 9 11 1 3 4 14 4 0 2 2 9 1 130Public Education 0 1 0 1 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 4Public Safety 18 18 0 16 8 13 5 3 11 6 5 12 23 12 6 7 13 8 3 187Justice 4 6 0 7 2 6 1 0 3 0 0 6 8 6 1 6 6 4 1 67National Security & Defense 2 4 1 1 1 3 0 1 1 1 1 2 3 2 1 0 1 1 2 28Public Policy, Planning and Management Services 26 36 0 24 15 21 13 2 11 2 6 3 15 8 2 4 3 22 5 218Corporate Policy, Planning and Management Svcs 14 34 0 18 8 8 6 1 7 1 2 2 10 6 1 1 1 16 3 139Human Resources Management Services 16 36 1 20 5 10 5 1 9 1 4 3 14 7 2 2 0 15 6 157Financial Management Services 17 35 0 16 6 7 5 1 7 1 3 2 11 4 1 2 1 13 2 134Information Management & Technology Services 13 31 0 16 7 7 7 2 7 1 2 2 10 3 2 1 0 13 2 126Facilities & Assets Management Services 14 32 1 15 6 6 5 1 6 1 3 1 11 3 1 1 0 15 3 125Communications Management Services 14 29 0 15 8 6 7 1 10 1 2 2 9 3 1 1 0 14 2 125Supply Chain Management Services 13 30 1 14 5 5 5 1 6 1 3 2 9 4 1 1 1 13 3 118Administrative Services 14 30 1 14 5 5 5 1 6 1 3 1 9 3 1 1 0 14 2 116Professional Services 2 4 0 5 1 2 1 0 2 0 0 0 2 1 1 1 1 3 3 29

Total Business Lines Using 289 443 7 284 161 189 102 39 156 40 70 91 239 125 34 66 74 202 62

Pro

vid

er P

rog

ram

Typ

es

Service Output Types

Pu

blic

Pro

gra

m T

ypes

Eco

Env

Com

mun

ityGSRM - Top ModelGSRM - Top Model

2003-4-7 24

BTEP Phases & DeliverablesBTEP Phases & Deliverables

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 Primary Deliverables

Phases Phases

Seniors Service Mapping Initiative

Sample Case StudySample Case Study

2003-4-7 27

Project Overview – ObjectivesProject Overview – Objectives

• Define a common shared vision for seniors• Define a senior’s problem statement• Find 2 to3 transformation opportunities

across the jurisdictions to support the improvement of services to seniors

• Set a foundation for describing seniors programs and services across three jurisdictions – Niagara had both regional and local municipal representation

• Apply and test BTEP methodology and provide feedback

2003-4-7 28

Seniors Project TeamSeniors Project Team

ParticipantsFederal GovernmentVeterans Affairs CanadaJoanne HarringtonTrue TaylorMyron KramarHealth CanadaFrancine SicotteCathy BennettSocial Development CanadaStephane BelangerBob ReesMelanie RebaneScott WallaceCanada Revenue AgencyMike Hamelin-CRATreasury Board SecretariatKirk Labelle

Region of NiagaraCommunity Services

Jane Beamer

Maureen Shantz

Province of OntarioOntario Seniors

Secretariat

Diane Varga

Anne Marie Radford

Ministry of Consumer and Business Services

Karin Fischer

Ann Gabriel

Sponsors

Region of NiagaraDominic Ventresca

Province OntarioAnn Gabriel

Federal GovernmentPamela Miller – TBSJoanne Harrington -VAC

2003-4-7 29

Putting Next Steps in BTEP ContextPutting Next Steps in BTEP Context

AlignmentTesting

AlignmentTesting

AlignmentTesting

Existing projects

New projects

PlanPhase

BusinessCase Phase

DesignPhase

StrategyPhase

VisionPhase






Alignment Assessments

Transformation Master Plan

AlignmentTesting

AlignmentTesting

Primary Deliverables Primary Deliverables

Phases Phases

Expand Scope (all business types; ongoing businesses), Participation (e.g., CRA, other provinces), Level of Definition

Opportunities = early spin-off

projects

StNB and Seniors

projects to date

2003-4-7 30

The Vision PhaseThe Vision Phase

Vis

ion

Ph

ase

Str

ateg

y P

ha

se

Des

ign

Ph

ase

Bu

sin

ess

Ca

se

Ph

ase

Pla

nn

ing

Ph

ase






Primary Deliverables

Work products are associated with one or more

primary deliverables

Work Products

Produce first iteration of

Supported by

2003-4-7 31

Acknowledgement

Shelter

Food / Nourishment

Income

Health

Safety

Socialization

Respect

Education

Meaningful Activity / Recreation

Independence

SENIOR

Target Group NeedsTarget Group Needs

The participants focused on three principal target groups:

• Seniors• Informal Care Givers• General Public

SENIOR’S NEEDSSENIOR’S NEEDS

TARGET GROUPTARGET GROUP

Seniors’ needs set the context for alignment of services to program outcomes

2003-4-7 32

Governments of Canada Top Model MappingGovernments of Canada Top Model Mapping

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

Standard framework for classifying government activities in terms of outputs (what) and needs (why); Indicates opportunities for multi-jurisdictional collaboration

Fund

s

(Uni

ts o

f) R

esou

rce

New

Kno

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Car

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Reh

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tatio

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ncou

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s

Edu

catio

nal &

Tra

inin

g E

ncou

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s

Rec

reat

iona

l & C

ultu

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ncou

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s

Mov

emen

ts

Adv

isor

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ncou

nter

s

Mat

ches

, Ref

erra

ls &

Lin

kage

s

Adv

ocac

y an

d P

rom

otio

nal E

ncou

nter

s

Per

iods

of A

gree

men

t

Per

iods

of P

erm

issi

on

Find

ings

Rul

ings

& J

udge

men

ts

Pen

altie

s &

Per

iods

of S

anct

ion

(Socio-)Economic Development P P P

Science and Knowledge Development P P P

Natural Resources Development P P P P

Environmental Protection P P

Public 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,M

Legal, 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,R

Social 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,M

Cultural Development P,R,M P,R R R F,R,M M P,R,M P,R,M R,M R,M P P

Educational Development P,R F,R R F,P,R,M P,M P,M P,M M

Public Safety F,P,R P,R R P,R P,R,M P,R,M R,M R P P P,R,M

Justice P,R P P,R P,R P P P P

National Security & Defense P P P

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

Pub

lic P

rogr

am F

ield

s

GSRMGsoC Top Model

Program Fields

2003-4-7 33

Program Service Alignment Program Service Alignment Model (PSAM) - matrixModel (PSAM) - matrix

• This model tells us:– The scope of the transformation initiative wrt

needs and services– If there are any unmet needs– If there are dependencies between periods of

permission– For many outputs of the same type (same colour),

• Can any be consolidated within/across jurisdictions?• Are multiple jurisdictions providing similar service

outputs? (leads to opportunity for inter-jurisdictional collaboration)

2003-4-7 34

Project Approach SummaryProject Approach Summary

Seniors• Limited scope at the start -

– Senior states (covered 5 states, there may be others

– Participation (e.g., 4 federal departments, and 2 ministries from Ontario )

• Must be run as a project (e.g., Project Sponsor, Project Manager, Project Charter, Collaboration Plan)

• Project Sponsor ( Seniors – VAC) was responsible for selecting Federal and provincial departments. The province selected regional and municipal participation.

• Participants were chosen for their breadth of knowledge of services in the area

• Three workshops (6.5 days total) run over 3-4 months; Significant time and effort expended prior to and between workshops

2003-4-7 35

Root Cause AnalysisRoot Cause Analysis

CARE GIVER

SENIOR

GENERAL PUBLIC

Care GiverIndifference

Health Problems

FamilyIndifference

/ Neglect

FamilyBurnout

Depression

Confusion

PublicConcern or

Anger

Caregiverburnout

HeavyWorkload

Insufficientfunding for care

provisionLack ofknowledge

Insufficienttraining

Underresourced

Lack of supportsystems

Care GiverHealth

Problems

CaregiverGuilt

CaregiverAbusiveness

CaregiverVictimized

Aging workforce /

population

PublicResentment

PublicIgnorance

Lack ofinformation

about seniors

Increased cost ofsenior’s services

Expectationtoo high

InappropriateCareer choice /

Assignment

FamilyRelocation

LostCompanion

Change ofResidence

Lack ofMobility

ForcedRetirement

Loneliness

Loss ofPurpose

OverMedicated

MemoryLoss

Dehydration

LanguageBarriers

Hearing Loss

Serviceprovider work

overlap

Lack of serviceprovider

collaboration

ROOTCAUSE

Symptom

Intermediatecause

LEGEND

Provides context to “get at root of underlying problems / symptoms” Provides context to “get at root of underlying problems / symptoms”

2003-4-7 36

Senior’s Problem StatementSenior’s Problem StatementHealth problem exampleHealth problem example

We are currently not meeting needs of

Senior

For Addressing Health Related Needs

This is manifested by Loneliness Language barriers Hearing Loss Over Medicated Dehydration Memory Loss Confusion Depression

That are indicative of Lack of support systems for care giver Insufficient funding for care provision Aging Population Increased Cost of Senior’s Services Aging Work Force / Population Funding not being directed appropriately Lack of information about senior’s services Problems in balancing home-care versus institutional care

2003-4-7 37

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 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


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 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


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


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

Identify Range of ServicesIdentify Range of Services

FEDERAL SERVICESFEDERAL SERVICES

PROVINCIAL SERVICESPROVINCIAL SERVICES

REGIONAL SERVICESREGIONAL SERVICES

MUNICIPAL SERVICESMUNICIPAL SERVICES

CommonCase Mgt?

Is there an opportunity here?

Seniors Program and Service Alignment Model

2003-4-7 38

Target Group State Transition ModelTarget Group State Transition Model Senior’s state’s and transitionsSenior’s state’s and transitions

The project focused on 5 “Undesirable” States:Sick, Inadequately housed, Abused, Isolated and Financially Insecure.

Various services are needed at different times to help the senior move to preferred states and to inhibit the senior from moving to less desired states

A senior could be in one or more of these states at any one time

LATER STAGE OF LIFE (SENIOR)

Adult

Healthy

Deceased

AdequatelyHoused

Safe

Engaged

Sick

InadequatelyHoused

Abused

Isolated

IllnessAccident

DietLack of Money

Addiction

Lack of MoneyRelocationDisrepair

Lack of SupportPhysical InabilityLandlord neglect

Loss of CompetencyLoss of Money

Caregiver stressLack of Understanding

Violent ActInappropriate use of PoA

Fraud

Loss of Partner / FriendLoss of Pet

Loss of RelationshipsRole Change

Lack of InformationLoss of Activity

RelocationLanguage barrier

SeniorCriterion

Met

Dies

FinanciallySecure

FinanciallyInsecure

Loss of employment income Saving draw dow n threshold reached

Victim of f inancial fraud

2003-4-7 39

Acknowledgement

Shelter

Food / Nourishment

Income

Health

Safety

Socialization

Respect

Education


Independence

SENIOR

Supports shelter options

Adult / Senior Rental Subsidy

Rent Subsidy

Supports financial viability

of living independently

Provides income

Service Name

Service Output

LEGEND

Explicitly identifies all programs & services directly satisfying one target group’s needs

Identifies opportunities for service improvement e.g. where similar services meet similar needs

Note: Distributed PSAM matrix shows all public facing services versus needs

REGION OF NIAGARA

BTEP Program Service Alignment Model – Seniors Services

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 Direct HospitalCare Funding

Veteran Direct Hospital CarePayment

F Veterans AmbulatoryHealth Care Funding

Veteran Ambulatory HealthCare Payment



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


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


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



Region of Niagara Housing

R Affordable housing forseniors

Affordable Housing Payment

R Adult/senior rentalsubsidy

Rent Subsidy

R Respite CompanionSubsidization

Respite Companion SubsidyPayment



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 Community EmergencyResponse Volunteers

(CERV) Ontario

CERV Grant

P SeniorBusters (anextension of PhoneBusters)

Victim of Consumer FraudSupport

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


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


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


Public Health

Clothing


Independence

SENIOR

LOCAL MUNICIPALITY

M Property Tax Deferral

Property tax deferral

M Emergency Notification

Emergency Contact

M Enhanced GarbageCollection

Domestic garbage pickup

M Handi Transit

Handicap Trip

Program and Service Alignment ModelProgram and Service Alignment Model

2003-4-7 40

Putting Services in OrderPutting Services in Order

Isolated

Abused

InadequatelyHoused

Sick

FinanciallyInsecure

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

Financially Secure &Adequately Housed

Resource (Units of):P Meals on WheelsR Long Term Care Nutritional Intake and Meal Provision

Funds:P Senior Lifestyle Education FundingF Veteran Disability Pension Claim and SupportF Veteran Disability AllowanceF Veterans Social and Medical Transportation FundingF Veteran Disability PensionF Veteran Long Term Care SubsidyF Veteran Direct Hospital Care FundingF Veteran Home Support FundingF Veterans Ambulatory Health Care FundingF Veteran Treatment BenefitsP Vaccine Preventable Disease Funding

Educational & Training Encounters:R Niagara Gate KeepersP SeniorBusters (an extension of PhoneBusters)R Supportive Housing Health Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Respite Companion Individual Care PlanningR Caregiver Education and Information SupportP Common Sense Nutrition for SeniorsP Community Food Advisor Program

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and Referral

Care & Rehabilitation:R Long Term Care Psycho-social SupportR Adult Day Psycho-social SupportP In-home Personal Support and HomemakingP In-home Nursing CareP In-home PhysiotherapyP In-home Speech Language PathologyP In-home DieteticsF First Nations & Inuit Health CareF Veteran Direct Hospital CareR Supportive Housing Personal SupportR Supportive Housing Medication CoordinationR Supportive Housing Personal CareR Long Term Care Basic Personal CareR Long Term Care MedicationR Long Term Care Palliative CareR Long Term Care RehabilitationR Long Term Care Enhanced Personal CareR Adult Day Personal CareR Adult Day Medication MonitoringR Adult Day Enhanced Personal CareR Adult Day Rehabilitation

Permission (Periods of):P Personal Care GuardianshipP Substitute Medical Care Treatment and Admission to LTC

Rulings & Judgments:F Veteran Disability Pension Appeal

Interventions:R Public Health Inspection & Infectious Disease Program

Resource (Units of):P Meals on WheelsM Enhanced Garbage Collection

Funds:P Senior Lifestyle Education FundingP Community Injury Prevention Program (CIPP) Funding

Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)R Supportive Housing Health EducationP Senior Lifestyle EducationR Sexuality and Aging Sexual Health ProgramF Veterans Health PromotionP Seniors Care Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportP Common Sense Nutrition for SeniorsP Community Food Advisor ProgramF Health Information AwarenessMatches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & Referral

Advocacy & Promotional Encounters:F Disease prevention; health protection and promotion

Care & Rehabilitation:Vaccine Preventable Disease Program


SENIOR HEALTH

Funds:P Senior Lifestyle Education FundingF Veteran Disability Pension Claim and SupportF Veteran Disability AllowanceF Veterans Social and Medical Transportation FundingF Veteran Disability PensionP Ontario Property Tax CreditF Veteran Home Adaptation FundingF Veteran Home Support FundingP Assisted Public Housing & Rent SupplementP Ontario Tax Credits System, Property and Sales Tax Credits for SeniorsR Affordable housing for 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 BenefitsP Vaccine Preventable Disease FundingF War Veteran Income SupportF Federal Age Amount CreditF Federal Age Amount TransferF Old Age Security (OAS) BasicF Canada Pension Plan (CPP) RetirementP Soldiers Aid CommissionP Ontario Provincial Age AmountP Ontario Provincial Age Amount TransferP Ontario Sales Tax CreditF Prisoner of War Pension CompensationF Veteran Emergency Assistance FundingF Veteran Emergency Benevolent and Trust FundingF Veteran Emergency Minor Disbursement FundingF Veterans Funeral and Burial FundingF Guaranteed Income Supplement (GIS)F Allowance (ALW)F Allowance for the Survivor (ALWS)M Property Tax DeferralP Ontario Works FundingP Guaranteed Annual Income System (GAINS)

Educational & Training Encounters:R Niagara Gate KeepersP SeniorBusters (an extension of PhoneBusters)

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Respite Companion Individual Care PlanningR Caregiver Education and Information SupportF Tax Filing for SeniorsF T1S-A Ontario Senior Personal Income Tax and Benefits ReturnMatches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and Referral

Care & Rehabilitation:P In-home Occupational Therapy

Permission (Periods of):P Personal Care Guardianship


Funds:P Senior Lifestyle Education FundingP Ontario Property Tax CreditF War Veteran Income SupportF Federal Age Amount CreditF Federal Age Amount TransferF Old Age Security (OAS) BasicF Canada Pension Plan (CPP) RetirementP Soldiers Aid CommissionP Ontario Provincial Age AmountP Ontario Provincial Age Amount TransferP Ontario Sales Tax CreditP Property Guardianship

Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)P Senior Lifestyle Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportF Tax Filing for SeniorsF T1S-A Ontario Senior Personal Income Tax and Benefits ReturnF Registered Retirement Saving Plan Advisory

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & Referral

SENIOR FINANCES

SENIOR HOUSING

Resource (Units of):R Day Care Overnight StayR Supportive Housing AccommodationR Long Term Care AccommodationR Long Term Care Overnight Stay

Funds:P Senior Lifestyle Education FundingP Ontario Property Tax CreditF Veteran Home Adaptation FundingF Veteran Home Support FundingP Assisted Public Housing & Rent SupplementP Ontario Tax Credits System,Property and Sales Tax Credits for SeniorsR Affordable housing for seniorsR Adult/senior rental subsidyP Assistive Device Rental FundingP Retirement Homes Complaint Response Information


Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Caregiver Education and Information Support

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and ReferralP Co-ordinates Home Maintenance and Repair

Care & Rehabilitation:P In-home Personal Support and Homemaking

Permission (Periods of):P Substitute Medical Care Treatment and Admission to LTC


Funds:P Senior Lifestyle Education FundingP Ontario Property Tax CreditP Assistive Device Rental Funding


Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and Support


SENIOR SAFETY

Funds:P Senior Lifestyle Education FundingR Respite Companion Subsidization

Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)R Crime Awareness Education for SeniorsR Respite Companion EducationP Senior Lifestyle Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Crimes Against Seniors Advisory/Consultation


Advocacy & Promotional Encounters:R Senior Abuse Prevention

Care & Rehabilitation:R Respite Companion Respite

Recreational & Cultural Encounters:R Respite Companion Recreational Activity

Permission (Periods of):R Wandering Registration

Protection (Periods of):M,R Emergency NotificationP Patient Advocate


Educational & Training Encounters:R Niagara Gate KeepersP SeniorBusters (an extension of PhoneBusters)R Crime Awareness Education for SeniorsR Respite Companion Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Caregiver Education and Information SupportR Crimes Against Seniors Advisory/Consultation



Care & Rehabilitation:P In-home Social WorkR Respite Companion RespiteR Long Term Care Respite Care




Protection (Periods of):M,R Emergency NotificationGuardianship InvestigationP Patient Advocate

SENIOR ENGAGEMENT

Resource (Units of):F Veteran Aids for Daily LivingR Congregate DiningR Adult Day Meal Provision

Funds:P Senior Lifestyle Education FundingP Assistive Device Rental FundingF Veteran Disability Pension Claim and SupportF Veteran Disability AllowanceF Veterans Social and Medical Transportation FundingF Veteran Disability PensionP Community Emergency Response Volunteers (CERV) Ontario


Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Respite Companion Individual Care PlanningR Caregiver Education and Information Support

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and ReferralR Supportive Housing Volunteer Co-ordination

Advocacy & Promotional Encounters:P Senior Advocacy

Care & Rehabilitation:P In-home Social WorkR Long Term Care Psycho-social SupportR Adult Day Psycho-social SupportP In-home Occupational Therapy

Recreational & Cultural Encounters:P Friendly VisitingR Supportive Housing Recreational ActivitiesR Long Term Care Recreational ActivityR Long Term Care Pastoral CareR Adult Day Recreation Activity

Movements:M Handi Transit

Permission (Periods of):P Disabled Person Parking Permit (DPPP)



Funds:P Senior Lifestyle Education FundingP Assistive Device Rental FundingP Community Injury Prevention Program (CIPP) FundingP Community Emergency Response Volunteers (CERV) Ontario

Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)P Senior Lifestyle EducationR Sexuality and Aging Sexual Health ProgramP Senior Driver Group Education Program

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineP Family (of seniors) Education and Support

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralR Supportive Housing Volunteer Co-ordination


Recreational & Cultural Encounters:P Friendly VisitingP Senior Achievement AwardP Congratulatory MessagesF Veterans Commemoration

Movements:R Volunteer Transportation

Permission (Periods of):P Disabled Person Parking Permit (DPPP)P Senior Driver Licence Renewal ProgramP Collision Re-Examination ProgramP Driver Licence Renewal Program for Controlled Class Drivers

Multi-jurisdictional Transition Output Bundles for Services to SeniorsSorted by Service Output Type


Healthy

AdequatelyHoused

Safe

Engaged

Sick

InadequatelyHoused

Abused

Isolated

FinanciallySecure

FinanciallyInsecure

Adult

Deceased

SeniorCriterion

Met

Dies

Service Output Bundles by Service Output Type V0.2 2004.01.29 plot.vsd

Service Output Type Colours

Funds

(Units of) Resource

New Knowledge

Care & Rehabilitation Encounters

Educational & Training Encounters

Recreational & Cultural Encounters

Movements

Advisory Encounters

Matches, Referrals & Linkages

Advocacy and Promotional Encounters

Periods of Agreement

Periods of Permission

Findings

Rulings & Judgements

Penalties & Periods of Sanction

Periods of Protection

Interventions

Rules (laws, policies, strategies, plans,…)

Implemented changes

Findings:P Guardianship Investigation Finding


Findings:R Cancer Prevention and Early Detection Screening

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 Lifestyle Education FundingF Veteran Disability Pension Claim and SupportF Veteran Disability Allow anceF 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 System, Property and SalesTax Credits for SeniorsR Affordable housing for 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 BenefitsP Vaccine Preventable Disease FundingF War Veteran Income SupportF Federal Age Amount CreditF Federal Age Amount TransferF Old Age Security (OAS) BasicF Canada Pension Plan (CPP) RetirementP Soldiers Aid CommissionP Ontario Provincial Age AmountP Ontario Provincial Age Amount TransferP Ontario Sales Tax CreditF Prisoner of War Pension CompensationF Veteran Emergency Assistance FundingF Veteran Emergency Benevolent and Trust FundingF Veteran Emergency Minor Disbursement FundingF Veterans Funeral and Burial FundingF Guaranteed Income Supplement (GIS)F Allow ance (ALW)F Allow ance for the Survivor (ALWS)M Property Tax DeferralP Ontario Works FundingP Guaranteed Annual Income System (GAINS)

Educational & Training Encounters:R Niagara Gate KeepersP SeniorBusters (an extension of PhoneBusters)Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Respite Companion Individual Care PlanningR Caregiver Education and Information SupportF Tax Filing for SeniorsF T1S-A Ontario Senior Personal Income Tax and Benefits ReturnMatches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and Referral








SENIOR FINANCESPrevention Recovery

Seniors Transition Output Bundle

Outputs that prevent or detect a senior becoming Financially Insecure

2003-4-7 41

Transition Output BundlesTransition Output Bundles

• This model tells us:– How many services are required to move between

states– How to prioritize looking for solutions.

• Are any problems associated with a bundle?• Are some bundles more important than others?

– Whether we can eliminate the major steps– If there are any dependencies– Whether the services ‘bundled’ together ‘belong’

together– Where there are many services of the same output type

• Can any be consolidated? Eliminated? Moved to another transition? Is there an opportunity for identifying a common process e.g., common application initiation process, common forms?

2003-4-7 42

Transition Output BundleTransition Output Bundle

Define “bundles” by identifying services that detect, help, or prevent transitions

Sets context for co-ordination of efforts and aligning performance across providers

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

Identifies opportunities for common or standardized processes to “join up” services in the bundle

Resource (Units of):Adult Day Meal ProvisionCongregate DiningMeals on WheelsLong Term Care Nutritional Intake and Meal Provision

Funds:Senior Lifestyle Education FundingVeteran Disability Pension Claim and SupportVeteran Disability AllowanceVeterans Social and Medical Transportation FundingVeteran Disability PensionVeteran Long Term Care SubsidyVeteran Direct Hospital Care FundingVeteran Home Support FundingVeterans Ambulatory Health Care FundingVeteran Treatment BenefitsVaccine Preventable Disease Funding

Educational & Training Encounters:Older & WiserSeniorBusters (an extension of PhoneBusters)Supportive Housing Health Education

Advisory Encounters:Veteran Counselling and ReferralLife Event Bundles: Getting Ready to Retire, PursuingLife's Best After Retirement, Finding SeniorsHealthCare ResourcesSeniors InfolineFamily (of seniors) Education and SupportSupportive Housing Physical & Emotional HealthCounselingRespite Companion Individual Care PlanningCaregiver Education and Information SupportCommon Sense Nutrition for SeniorsCommunity Food Advisor Program

Matches, Referrals & Linkages:Public Service Information and ReferralAdult/Senior Information and ReferralSupportive Housing Resident Information and ReferralSenior Service Information Intake & ReferralVeterans ScreeningLong Term Care Information and ReferralAdult Day Participant Information and ReferralAdvocacy & Promotional Encounters:Seniors MonthA Guide to Programs and Services for Seniors inOntarioNiagara Gate Keepers

Care & Rehabilitation:Long Term Care Psycho-social SupportAdult Day Psycho-social SupportIn-home Personal Support and HomemakingIn-home Nursing CareIn-home PhysiotherapyIn-home Speech Language PathologyIn-home DieteticsFirst Nations & Inuit Health CareVeteran Direct Hospital CareAlzheimers Diagnosis & TreatmentSupportive Housing Personal SupportSupportive Housing Medication CoordinationSupportive Housing Personal CareLong Term Care Basic Personal CareLong Term Care MedicationLong Term Care Palliative CareLong Term Care RehabilitationLong Term Care Enhanced Personal CareAdult Day Personal CareAdult Day Medication MonitoringAdult Day Enhanced Personal CareAdult Day Rehabilitation

Movements:Niagara Emergency Medical Service Ambulance

Permission (Periods of):Personal Care GuardianshipSubstitute Medical Care Treatment and Admission toLTC

Rulings & Judgments:Veteran Disability Pension Appeal

Interventions:Public Health Inspection & Infectious Disease Program

Sick Healthy

Isolated

Abused

InadequatelyHoused

Sick

FinanciallyInsecure

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

Financially Secure &Adequately Housed

Resource (Units of):P Meals on WheelsR Long Term Care Nutritional Intake and Meal Provision

Funds:P Senior Lifestyle Education FundingF Veteran Disability Pension Claim and SupportF Veteran Disability AllowanceF Veterans Social and Medical Transportation FundingF Veteran Disability PensionF Veteran Long Term Care SubsidyF Veteran Direct Hospital Care FundingF Veteran Home Support FundingF Veterans Ambulatory Health Care FundingF Veteran Treatment BenefitsP Vaccine Preventable Disease Funding

Educational & Training Encounters:R Niagara Gate KeepersP SeniorBusters (an extension of PhoneBusters)R Supportive Housing Health Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Respite Companion Individual Care PlanningR Caregiver Education and Information SupportP Common Sense Nutrition for SeniorsP Community Food Advisor Program


Care & Rehabilitation:R Long Term Care Psycho-social SupportR Adult Day Psycho-social SupportP In-home Personal Support and HomemakingP In-home Nursing CareP In-home PhysiotherapyP In-home Speech Language PathologyP In-home DieteticsF First Nations & Inuit Health CareF Veteran Direct Hospital CareR Supportive Housing Personal SupportR Supportive Housing Medication CoordinationR Supportive Housing Personal CareR Long Term Care Basic Personal CareR Long Term Care MedicationR Long Term Care Palliative CareR Long Term Care RehabilitationR Long Term Care Enhanced Personal CareR Adult Day Personal CareR Adult Day Medication MonitoringR Adult Day Enhanced Personal CareR Adult Day Rehabilitation

Permission (Periods of):P Personal Care GuardianshipP Substitute Medical Care Treatment and Admission to LTC



Resource (Units of):P Meals on WheelsM Enhanced Garbage Collection

Funds:P Senior Lifestyle Education FundingP Community Injury Prevention Program (CIPP) Funding

Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)R Supportive Housing Health EducationP Senior Lifestyle EducationR Sexuality and Aging Sexual Health ProgramF Veterans Health PromotionP Seniors Care Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportP Common Sense Nutrition for SeniorsP Community Food Advisor ProgramF Health Information AwarenessMatches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & Referral

Advocacy & Promotional Encounters:F Disease prevention; health protection and promotion

Care & Rehabilitation:Vaccine Preventable Disease Program


SENIOR HEALTH

Funds:P Senior Lifestyle Education FundingF Veteran Disability Pension Claim and SupportF Veteran Disability AllowanceF Veterans Social and Medical Transportation FundingF Veteran Disability PensionP Ontario Property Tax CreditF Veteran Home Adaptation FundingF Veteran Home Support FundingP Assisted Public Housing & Rent SupplementP Ontario Tax Credits System, Property and Sales Tax Credits for SeniorsR Affordable housing for 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 BenefitsP Vaccine Preventable Disease FundingF War Veteran Income SupportF Federal Age Amount CreditF Federal Age Amount TransferF Old Age Security (OAS) BasicF Canada Pension Plan (CPP) RetirementP Soldiers Aid CommissionP Ontario Provincial Age AmountP Ontario Provincial Age Amount TransferP Ontario Sales Tax CreditF Prisoner of War Pension CompensationF Veteran Emergency Assistance FundingF Veteran Emergency Benevolent and Trust FundingF Veteran Emergency Minor Disbursement FundingF Veterans Funeral and Burial FundingF Guaranteed Income Supplement (GIS)F Allowance (ALW)F Allowance for the Survivor (ALWS)M Property Tax DeferralP Ontario Works FundingP Guaranteed Annual Income System (GAINS)


Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Respite Companion Individual Care PlanningR Caregiver Education and Information SupportF Tax Filing for SeniorsF T1S-A Ontario Senior Personal Income Tax and Benefits ReturnMatches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and Referral








SENIOR FINANCES

SENIOR HOUSING

Resource (Units of):R Day Care Overnight StayR Supportive Housing AccommodationR Long Term Care AccommodationR Long Term Care Overnight Stay

Funds:P Senior Lifestyle Education FundingP Ontario Property Tax CreditF Veteran Home Adaptation FundingF Veteran Home Support FundingP Assisted Public Housing & Rent SupplementP Ontario Tax Credits System,Property and Sales Tax Credits for SeniorsR Affordable housing for seniorsR Adult/senior rental subsidyP Assistive Device Rental FundingP Retirement Homes Complaint Response Information


Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Caregiver Education and Information Support

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and ReferralP Co-ordinates Home Maintenance and Repair

Care & Rehabilitation:P In-home Personal Support and Homemaking

Permission (Periods of):P Substitute Medical Care Treatment and Admission to LTC


Funds:P Senior Lifestyle Education FundingP Ontario Property Tax CreditP Assistive Device Rental Funding


Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and Support


SENIOR SAFETY


Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)R Crime Awareness Education for SeniorsR Respite Companion EducationP Senior Lifestyle Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Crimes Against Seniors Advisory/Consultation



Care & Rehabilitation:R Respite Companion Respite



Protection (Periods of):M,R Emergency NotificationP Patient Advocate


Educational & Training Encounters:R Niagara Gate KeepersP SeniorBusters (an extension of PhoneBusters)R Crime Awareness Education for SeniorsR Respite Companion Education

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Caregiver Education and Information SupportR Crimes Against Seniors Advisory/Consultation



Care & Rehabilitation:P In-home Social WorkR Respite Companion RespiteR Long Term Care Respite Care




Protection (Periods of):M,R Emergency NotificationGuardianship InvestigationP Patient Advocate

SENIOR ENGAGEMENT


Funds:P Senior Lifestyle Education FundingP Assistive Device Rental FundingF Veteran Disability Pension Claim and SupportF Veteran Disability AllowanceF Veterans Social and Medical Transportation FundingF Veteran Disability PensionP Community Emergency Response Volunteers (CERV) Ontario


Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineR Family (of seniors) Education and SupportR Supportive Housing Physical & Emotional Health CounselingR Respite Companion Individual Care PlanningR Caregiver Education and Information Support

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralF Veterans ScreeningR Long Term Care Information and ReferralR Adult Day Participant Information and ReferralR Supportive Housing Volunteer Co-ordination


Care & Rehabilitation:P In-home Social WorkR Long Term Care Psycho-social SupportR Adult Day Psycho-social SupportP In-home Occupational Therapy

Recreational & Cultural Encounters:P Friendly VisitingR Supportive Housing Recreational ActivitiesR Long Term Care Recreational ActivityR Long Term Care Pastoral CareR Adult Day Recreation Activity

Movements:M Handi Transit

Permission (Periods of):P Disabled Person Parking Permit (DPPP)



Funds:P Senior Lifestyle Education FundingP Assistive Device Rental FundingP Community Injury Prevention Program (CIPP) FundingP Community Emergency Response Volunteers (CERV) Ontario

Educational & Training Encounters:P SeniorBusters (an extension of PhoneBusters)P Senior Lifestyle EducationR Sexuality and Aging Sexual Health ProgramP Senior Driver Group Education Program

Advisory Encounters:F Veteran Counselling and ReferralP Life Event Bundles: Getting Ready to Retire, Pursuing Life's Best After Retirement, Finding Seniors HealthCare ResourcesP Seniors InfolineP Family (of seniors) Education and Support

Matches, Referrals & Linkages:P Public Service Information and ReferralP Adult/Senior Information and ReferralR Supportive Housing Resident Information and ReferralR Senior Service Information Intake & ReferralR Supportive Housing Volunteer Co-ordination


Recreational & Cultural Encounters:P Friendly VisitingP Senior Achievement AwardP Congratulatory MessagesF Veterans Commemoration

Movements:R Volunteer Transportation

Permission (Periods of):P Disabled Person Parking Permit (DPPP)P Senior Driver Licence Renewal ProgramP Collision Re-Examination ProgramP Driver Licence Renewal Program for Controlled Class Drivers

Multi-jurisdictional Transition Output Bundles for Services to SeniorsSorted by Service Output Type


Healthy

AdequatelyHoused

Safe

Engaged

Sick

InadequatelyHoused

Abused

Isolated

FinanciallySecure

FinanciallyInsecure

Adult

Deceased

SeniorCriterion

Met

Dies

Service Output Bundles by Service Output Type V0.2 2004.01.29 plot.vsd

Service Output Type Colours

Funds

(Units of) Resource

New Knowledge

Care & Rehabilitation Encounters

Educational & Training Encounters

Recreational & Cultural Encounters

Movements

Advisory Encounters

Matches, Referrals & Linkages

Advocacy and Promotional Encounters

Periods of Agreement

Periods of Permission

Findings

Rulings & Judgements

Penalties & Periods of Sanction

Periods of Protection

Interventions

Rules (laws, policies, strategies, plans,…)

Implemented changes



Findings:R Cancer Prevention and Early Detection Screening

2003-4-7 43

Vision TemplateVision Template

Vision for Seniors Seniors need to Have health, recognition, financial security, respect, adequate

housing, safety and engagement

Seniors will be able to Have the right to choose the care and support they need to maintain quality of life.

This will be enabled by Community support

Adequately funded Specialized, competent service providers Seamless integrated service delivery Relevant & timely information & services Participation in the care giving process

Made possible by Rewarding seniors who care for themselves Adaptable to changing needs of seniors – individually &

collectively Changing emphasize on home based care Securing funds from external sources Redirecting scarce resources to best value Information packaged for “senior consumption”

Integrate Shared Cohesive Complete

We’ll know we’ve achieved this when

Reduced costs, participation, waiting….for long-term care (“all bed reduction”, “crisis list wait time reduced”)

Reduced wait times for home care/support services Increased percentage of age weighted home resident seniors Reduced complaints/increased senior satisfaction Increased supply of service providers meets/converges on

demand

Organizes key vision information

2003-4-7 44

Three Transformation OpportunitiesThree Transformation Opportunities

• Client Record for Seniors Programs and Services

• Common Mail out for Seniors

• Collaborative Case Management

2003-4-7 45

Opportunity 1 - Client Record for Seniors

Programs & Services

Opportunity 2 - Senior's Common

Mailout

Opportunity 3 - Collaborative Case

Management

Benefits Analysis(from Seniors Perspective)

Red = Little ImprovementYellow = Some ImprovementGreen = Significant Improvement

Cost Analysis(to implement)

Red = $100M PlusYellow = $10M - $100MGreen = $10M or less

Time Analysis(to implement)

Red = 2 Years plusYellow = 1-2 YearsGreen = 1 Year or less

Risk Analysis(to implement)

Red = Big and Likely to MaterializeYellow = Big or unlikely to MaterializeGreen = Small or Easily Mitigated

OpportunityBusiness Case

CriteriaColour Coding Legend

Mini-Business CaseMini-Business CaseShows participants consensus on key factors for 3 opportunitiesShows participants consensus on key factors for 3 opportunities

2003-4-7 46

Any SeniorsService

Any seniors service'sfinal valued output

Common MailoutService

Seniors mailout(Information Advisory Encounter)

Channel Service

Channel(Use of a resource)

SeniorInformation

Service

Senior’s information(Information

Advisory Encounter)

SIAM Example Common Mail-OutSIAM Example Common Mail-Out

Legend

Service Output(GSRM service pattern)

Multipleproviders

Commonprovider

• In this example, a service provider has an agreement to provide a common mail out on behalf of a number of seniors service providers

• The common mail out service provider in turn has an agreement to ensure that the required information and channels are in place to support the common mail out

• Each line represents a required agreement!

Who will be accountable for common

mail out service?

Which service providers will

require a common mail

out?

Who will be accountable for providing

channel services?

Who will be accountable to

provide common mail out provider with required information?

2003-4-7 47

Service Process Pattern AnalysisService Process Pattern Analysis

DeliveryProvisioning

PERIOD OF PERMISSIONService Processes

Register request for period of permission service delivery

Qualify request for period of permission service delivery

Open period of permission case

Allocate resources to period of permission service output

Deploy resources for period of permission service output

Produce period of permission service output

Deliver period of permission service output

Collect and account for a period of permission service output fee

Process period of permission service exceptions

Register period of permission service output

Maintain period of permission service output

Monitor period of permission service resource consumption

Monitor period of permission service resource availability

Configure period of permission service processes to respond to demand or supply level limits

Configure period of permission service processes to respond to contingency event

Source period of permission service resources

Register and equip period of permission service suppliers

Acquire and register period of permission service resources

Pay for period of permission service resources

Maintain period of permission service resources

Deploy period of permission service resources geographically

Set period of permission service schedule

Configure period of permission service resources

Protect period of permission service resources

Prepare period of permission service specification

Promote period of permission service

Monitor and mitigate period of permission service risks

Process period of permission service complaints

Register and equip period of permission service target group members

• Is there an opportunity to pull out common processes into a common provider service (i.e., outsourcing or in-sourcing)?

• Is there an opportunity for new policy standards and best practices?

Results

Participant Feedback

and Summary

2003-4-7 49

Participant Feedback on BTEP processParticipant Feedback on BTEP process

Strongly Disagree

Don't Agree

No Opinion

Agree Strongly

Agree

The workshop objectives were met. 5 5

The workshop process was effective. 5 5

Workshop materials, including handouts, were useful.

1 6 3

The facilitator(s) communicated clearly. 5 5

I feel as though I had an opportunity to contribute.

1 9

The workshop was worth my time. 4 6

The workshop duration was appropriate. 1 6 3

The right people participated in the workshop.

1 8 1

2003-4-7 50

Participant FeedbackParticipant Feedback

• 100% of participants from the 4 jurisdictions felt:– Workshop objectives were met

– Workshop process was effective

• Participant comments – things found most useful:– “ability to debate, test ideas”

– “problem statement”

– “evaluation, alignment and ranking of opportunities

– “State transition output bundles and SIAM”

– “program logic model”

– “implementation strategies”

– “brainstorming”

2003-4-7 51

SummarySummary

• If we want to deliver these outcomes across government, we need a transformation process that works across government jurisdictions and programs.

• The Business Transformation Enablement Program (BTEP) will help us do that - by providing strategies, methods, models and framework as common design and alignment tools.

• Using Service Vision for Canadians principles to demonstrate how a service strategy geared to seniors can bring about transformation in programs, policy and service delivery channels.

2003-4-7 52

Your PresentersYour Presenters

• Joanne Harrington, Director, Seniors Cluster, Veterans Affairs [email protected] (613) 996-2470

• Mike Giovinazzo, PresidentWe4C [email protected](613) 863-9342

mailto:[email protected]

mailto:[email protected]

Documents

A Success Strategy for Cross-Jurisdictional Collaboration October 2004 Mike Giovinazzo & Joanne Harrington V 0-2