Service Ottawa Reorganization

- July 20th, 2012

Some shuffling at Service Ottawa to share with you…

M E M O / N O T E D E S E R V I C E

To / Destinataire Mayor and Members of Council File/N° de fichier:
From / Expéditeur Donna Gray
Director, ServiceOttawa

Subject / Objet ServiceOttawa Update
Client Services Branch Realignment
Date: July 20, 2012

The purpose of this memo is to inform you that as part of the implementation of the ServiceOttawa
Department, we have made changes to the Client Services Branch (CSB) organizational structure to
enhance the management of our services and employees. The CSB includes the 3-1-1 Contact Centre, and
seven Client Service Centres.

As you know, the ServiceOttawa team has implemented new technology in the CSB including a new state-
of-the-art telephone system, and Citizen Service Management (CSM) software to improve overall service
delivery to residents. In addition to this new technology, the Branch’s current operations and processes
must be redefined, and the appropriate leadership structure put in place to ensure consistent, quality and
timely service delivery to residents through the channel of their choice including ottawa.ca, 3-1-1 or in
person.

An updated organizational model with a new management structure will be phased into the CSB operations
over the next few months. The following changes will be made using the existing complement of Full Time
Employees (FTEs) within the ServiceOttawa Department:
The elimination of the 2 Program Manager positions, and 7 Supervisor positions.
The creation of new Coordinator positions who will ensure timely, accurate and efficient delivery
of service. The Coordinators will report directly to the Manager of the CSB.
The creation of Senior Client Service Agent positions who will provide expert advice and advanced
level information to front line staff, residents and other stakeholders. The Senior Agents will report
to the Coordinators.
The creation of a Workforce Management Data Analyst responsible for scheduling and managing
predictable volumes of customer service requests across all service delivery channels, and the
creation of a project coordination role.

This new organizational structure will be phased into the operations over the next few months in order to
minimize any impact on service. The unions have been apprised of these changes, and there is a support and
training plan in place for staff. All 3-1-1 and Counter inquiries should be directed to Andy Boileau, Acting
Manager of the Client Services Branch at Ext. 29909. If you require any information please don’t hesitate
to contact me at Ext. 25684 at any time.

Sincerely,

Donna Gray
Director, Service Ottawa

cc: Executive Committee
Senior Management Committee

Update 4:45 p.m.: I asked for a clarification about what will happen with the staff who are in the managerial and supervisory positions. Here is the response:

“There is no reduction in the existing complement of FTEs within the ServiceOttawa Department. We are implementing a new organizational structure within the Client Services Branch that will allow for more effective management of our services and people, and to better position the Department to manage future and ongoing service consolidation efforts (such as the bylaw services consolidation that took place this past March, and the upcoming water call centre consolidation planned for the end of the year). Staff who have been impacted by this change are exercising their rights within their respective collective agreements, i.e., early retirement, redeployment.”

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