eContact

1. eContact Walk-though And Discussion with PSCIOC-PSSDC May 19, 2004 Joint PSCIOC-PSSDC Meeting Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

2. Background • eContact responds to citizens needs by directing them to the appropriate contact/information, regardless of jurisdiction or location. • Efficiencies in redirection costs across the call center network can be achieved at the same time as the citizen is better served. Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

3. Background • eContact will look at multi-channel access beginning with the telephone where an agent provides the link between the citizen and the required information or services, and will evolve to a citizen direct web access. • eContact is exploring the use of a Natural Language Processing (NLP) engine to interpret the citizen’s query and then locate a similar question from a database of questions and contact data provided by jurisdictions across Canada. Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

4. Background • Vision endorsed by PSSDC, Sept 2002 • Presented to PSSDC/PSCIOC Feb 2003 • Unanimous endorsement by provinces to proceed to pilot • Prioritized project pilot as 1 of 3 projects in 2003-04. • Project governed by inter-jurisdictional SCOM, PSSDC-PSCIOC • Project Launched April 2003 • Search Engine Analysis Gate, passed Sept 2003 • Federal/Provincial/Municipal Funding secured, Oct 2003 (PPA to Mar 2005) • Development of a prototype for pilot implementation June 2004 Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

5. The Challenge Key aspects include: • The critical mass that is necessary to make the solution effective and viable within a geographical area, within and/or across a jurisdiction; • The degree to which questions from citizens are common across Canada and to leverage from reuse, regardless of jurisdiction; • The level of complex queries that eContact can resolve to provide accurate contact information; • The degree to which the NLP can help to close the gap between government terminology and citizens; and • Understanding effective business models to manage and maintain the questions and contact information. Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

6. Critical Path Aprl Jun Aug Oct Dec Feb 1 2 3 4 5 6 7 • First Pilot - Manitoba (MB) – Release 1 • Second Pilot – Release 1A • Third Pilot – Release 2 • Data Gate • Begin EPA / COTS RFP Development • Evolve Bus. Case and Sustainability Model • Fourth Pilot – Citizen Interface – Release 3 • Governance • Effective Project Approval • COTS RFP May ’05 Contract Award September ’05 Operational System Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

7. Evolving Intermediation (EI) Apr Jun Aug Oct Dec Feb 1 2 3 4 5 6 • Cogilex Contribution to EI - Release 1A • RFP - 3 Intermediation Engine Proof of Concept (POC) • Evaluation of POCs using pilot data capture experience • EI - Release 2 • Intermediation engine RFP – with Citizen Web Access Specs • Evaluation using Pilot data capture experience • Gate - No Go: Define different approach • Go: EI Release 3 • Include Specifications in COTS RFP Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

8. Pilot project • Winnipeg Pilot Scope • City of Winnipeg • C/MBSC • Yukon Pilot Scope • City of Whitehorse • Service Yukon • HRSDC • Ontario and New Brunswick Pilots • Exploring Federal pilot Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

9. Other Key Activities • Communications • Stakeholders • Organization Structure to Manage Assets • Document Control and Management • Communication Tools • Engagement Strategy • Call Center Targets • Call Center Profiles • Candidates Guide Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

10. Other Key Activities • Information Management • Policy review and strategy as they apply across levels of government. • Preliminary Privacy Impact Assessment • Collect existing FAQs, Contact, and Meta models • Leveraging From FAQs • Create questions with common language and colloquialism • Subject Matter Expert • Increases data sets • Potential to facilitate data gathering • Comparative Analysis • Engine response • Cost evaluation Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

11. Steering Committee Key Decision Points • Data Collection and Maintenance Gate - Sept 2004 • Review of costs and benefits – basis for a business case • Project Go-No Go Gate - Mar 2005 • Pilot Assessment results, sustainability and final go-no go decision made. • Effective Project Approval Gate - Mar 2005 • Treasury Board Submission is developed and approved Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

12. Data Collection and Maintenance Gate • Development of a cost assessment model that will be populated as a result of pilot activities • Defining testing models to validate results • Call Center spectrum of environment assessment Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

13. Evolving the Business Case Approach: • Documentation Review • Develop Evaluation Framework & Plan • Data Collection, Consolidation & Analysis • Improve and repeat with eye on Gate 5 Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

14. Bus. Process Cost Service Levels Citizen Centric Service Tech- nology Knowledge Capture Prototype Function Citizen Satisfaction Inter- Jurisdic tional Interface Usability Evolving the Business Case eContact Steering Committee Business Case EPA Sustainable Model SCOPING Performance Indicators Winnipeg CMBSC Manitoba Whitehorse Service YK HRSDC Yukon Ops/ Bus Plan N.B. Service NB Federal Province City Ont. COTS Solution From the Perspective of each Stakeholder PPA Prototype Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

15. Bus. Process Cost Service Levels Citizen Centric Service Tech- nology Knowledge Capture Prototype Function Citizen Satisfaction Inter- Jurisdic tional Interface Usability Evolving the Business Case From the Perspective of each Stakeholder • Principle Objectives for each Performance Indicators • What To Measure/Evaluate • How To Measure/Evaluate • Pilot/Extrapolation/Estimation • Other (e.g.. Research, Others’ experience) • Quantitative/Anecdotal/ Qualitative • Sometimes even Notional (e.g. Citizen Experience) A C T I V I T I E S CSF – Active Participation From Pilot Participants Outcomes: - Efficiency, - Effectiveness, - New Outcomes Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

16. Accessibility What to Measure Accuracy of contact info Accuracy of contact info Quality Monitoring of Calls Quality Monitoring of Calls Client Satisfaction Client Satisfaction Client Complaints Logs Client Complaints Logs 1 1 How to Measure Call Escalation Logs Call Escalation Logs First Call Resolution First Call Resolution Improved experience Improved experience Outcomes Client satisfaction Client satisfaction Client means the Enquirer 1 1 Performance Indicators Sample Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

17. Call Duration / Speed of Answer Number of Calls Handled / Answered Average after call work time Agent utilization rate What to Measure Accuracy First Call Resolution Abandon Rate Span of Control Training Time Changes over up to 4 iterations of pilot Service Levels Comparison with national/call centre How to Measure Standards and targets Surveys Customer Call Backs Cost per call Agent Cost Call Monitoring Scorecard Outcomes Tracked through internal systems Performance Indicators Sample Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

18. Cycle Times Error Rates What to Measure Inspection Points Standards Internet based Other Data Maintenance Intranet based Arbitration Processes Impacted Paper based Authoritative Source Query Handling FAQ Data Gathering Citizen Questions Business Processes Baseline data or current process maps How to Measure New / changed Process Maps Structured Interviews Comparison of old & new Up to 4 iterations (Measure, improve, repeat) Changes in Effort Changes in Responsiveness Changes in Accuracy Outcomes Changes in Client Satisfaction Lessons Learned Streamlined Processes Impact on Direct Costs Impact on Quality New Outcomes Performance Indicators Sample Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

19. Service Improvement Suggestions What to Measure Overlap and Redundancy of Services Knowledge Capture Interviews How to Measure Surveys Improve Service Delivery Outcomes Improve Citizen Satisfaction Performance Indicators Sample Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

20. Evolving the Business Case Timeline Aprl Jun Aug Oct Dec Feb 1 2 3 4 4 4 4 4 4 5 6 • Start Draft Evaluation Framework & Plan • Finalize with Manitoba Pilot Participants • Update Framework & Plan for Release 1A • Implement for Release 1A Pilot • Data Collection • Data Consolidation & Analysis • Report, review Refine Assessment • With focus on Gate 5 (Sept) • Repeat for Release 2 and 3 with Pilots • Business and operational plan • Effective Project Approval Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

21. Project Go/No Go Gate – Mar 2005 • Sound Business Case • Sustainable • Business and Operational Plan • Governance • Crossing Boundaries National Council • Organizational options (e.g. Not-for-profit organization) Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee

22. END Version 1.0 Approved by PSCIOC-PSSDC Coordinating Committee