Timeline

Phase 1 ( 20216-2020)

Laying the Foundation

• Created and launched the Service and Benefit Finder Tool
• Streamlined phone channel from 67 phone numbers into one number: 416-338-8888
• CRM and Knowledge Base implementation
• Application & Support Centre (ASC) launched as part of the Human Services Integration Office

Phase 2 (2020-2023)

Scaling Integration

• Further system and data integration and development of CRM tools to support operational performance and collaboration between partner divisions
• Planning of in-person integrated operating model to support restart of in-person service for residents
• Developing digital strategy and prototype to improve the online service experience for residents seeking information across programs
• Restarted Fair Pass Discount Program with online form and document upload in December 2020; Phase 2 expansion to RGI recipients completed in March 2022
• Creation of the Ontario Works Screening Tool to support client triage and call efficiency
• Welcome Policy program modernized to include online digital application form and document upload

Phase 3 (2024+)

Full Integration

• Service Level Agreements data sharing and reporting capabilities established
• HSI technology and CRM transitioned from project to operations
• CRM technology enhancements to support program delivery, staff performance and customer experience