3-1-1 COUNCIL LIAISON COMMITTEE

MINUTES 3-1-1CLC-2009-2

The 3-1-1 Council Liaison Committee met on June 11, 2009 at 9:40 a.m. in the Council Chamber, Regional Administrative Headquarters, 10 Peel Centre Drive, Suite A, Brampton.

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Chaired by Councillor Miles.

1. DECLARATIONS OF CONFLICT OF INTEREST - Nil

2. APPROVAL OF AGENDA

RECOMMENDATION 3-1-1CLC-4-2009:

That the agenda for the June 11 2009, 3-1-1 Council Liaison Committee meeting be approved.

Item 4a) was dealt with.

4. REPORTS

a) Terms of Reference of the 3-1-1 Council Liaison Committee

3. DELEGATIONS/PRESENTATIONS

a) Roy Wiseman, Chief Information Officer and Karla Hale, Manager, Customer Contact Centre, Region of Peel; Rob Meikle, Acting Chief Information Officer and Rhonda Tsingos, Program Manager, City of Brampton; Darlene Publow, Supervisor of Customer Service & Deputy Clerk, Town of Caledon; Shawn Slack, Director of Customer Service and Nancy Major, Manager, Consolidation, City of Mississauga, Presenting Proposed 3-1-1 Marketing and Communications Approach

Received

Roy Wiseman stated that staff from all three municipalities worked very well together during the implementation of the 3-1-1 initiative. Roy Wiseman announced that the City of Mississauga and City of Brampton have soft launched 3-1-1 (internal testing phase) and are providing current live service.

Rhonda Tsingos provided an overview of the 3-1-1 call routing options and assumptions on municipal boundaries. Rhonda Tsingos explained that the Canadian Radio Television Commission (CTRC) is responsible for governing the 3-1-1 service and the provision of telephone systems. One of the challenges in providing 3-1-1 service is that municipal boundaries do not necessarily align with telephone exchange boundaries. 3-1-1 calls made from exchanges that overlap municipal boundaries within Peel (for example between Brampton and Mississauga) will receive a ‘warm transfer’ redirecting the call to the correct municipality from staff. Enhanced routing will be used for 3-1-1 calls made from exchanges that overlap with neighbouring municipalities outside Peel (for example Halton, Toronto, Vaughan) to direct the 3-1-1 call to the appropriate municipality within Peel or the neighbouring municipality, based on postal code. A 3-1-1 call utilizing mobile service will be directed to the nearest municipality via the cellular tower within that jurisdiction.

Councillor Paterak raised concern that the CRTC has not provided a software filter which would direct calls to the right municipality and requested staff to pursue the software alternative with the CRTC. Roy Wiseman agreed with Councillor Paterak noting that staff did approach the CRTC to discuss the technology and stated that municipalities should not have to pay for enhanced routing since the technology already exists for 9-1-1 calls. Roy Wiseman indicated that the staff will continue their discussions with the CRTC.

Rhonda Tsingos provided an update of 3-1-1 implementation in the Greater Toronto Area (GTA) noting that Halton Region has fully implemented 3-1-1 service and the City of Toronto will have a public launch on June 19, 2009. It is anticipated that the City of Mississauga and the City of Brampton will be ready with 3-1-1 service by June, 19 2009, however, the public launch is scheduled for fall, 2009.

Darlene Publow indicated that the Town of Caledon will not be implementing the 3-1-1 program during 2009, however, a staff report will be provided to Council in September, 2009 identifying the associated costs of the 3-1-1 program for budget consideration.

Rhonda Tsingos advised that the City of Brampton is currently in the process of entering into Call Routing Agreements. Protocols, telecommunications set up and testing, metrics reporting and staff training have been completed. The City of Brampton soft launched 3-1-1 on May 21, 2009 and is developing a communication strategy for a public launch during the fall, 2009.

Nancy Major indicated that the City of Mississauga has completed enhanced routing agreements, protocols, telecommunications set up and testing, metrics reporting and staff training. The City of Mississauga soft launched 3-1-1 service in June 1, 2009 and has developed a communication strategy for a public launch scheduled for October 5, 2009.

Karla Hale indicated that the Region of Peel has completed the telecommunication set-up and testing, protocols, metrics reporting and staff training. The Region of Peel is working with the City of Brampton and the City of Mississauga on a communication strategy in anticipation of the public launch for the fall, 2009.

Shawn Slack provided an overview of the marketing and communications planning which has been a work in progress with all of the municipal partners in developing needs, strategy and tactics for the 3-1-1 program. Needs of marketing and communication include creating a broad awareness of 3-1-1; highlighting municipal partnership success; promoting citizen service benefits; highlighting the difference of 3-1-1 versus 2-1-1 and 9-1-1; and reaching various target audiences to support management of call volumes. Strategy of marketing and communications consists of 3-1-1 service promotion which has two components being: 1) to promote a Municipal Partnership identity, and 2) to promote Municipal Programs and access using 3-1-1. Some sample tactics for creating awareness of the success of the Municipal Partnerships include utilization of websites, press releases, newspaper articles, ward reports, exhibits, and white papers. Sample tactics for creating awareness of Municipal Programs and access using 3-1-1 include posting notices in tax bills; mobile signs; municipal publications; Parks & Recreation catalogues; and in the waste management guide.

The 3-1-1 Council Liaison Committee heard a demonstration of an automated attendant message when dialing 3-1-1.

Councillor Miles asked how 3-1-1 calls inquiring about Provincial or Federal Services are handled and whether the Province or Federal governments have similar telephone services. Sean Slack responded that if the caller is inquiring about general information, staff will provide the information, if it is a referral call, a telephone number will be provided. Roy Wiseman indicated that the Federal Government has a phone number providing government services, 1-800-O-Canada, however he is not aware that the Province is providing a similar single number service.

Councillor Miles inquired if staff have considered a press release to indicate that 3-1-1 will be launched in fall 2009. Shawn Slack undertook to review the potential of a communication strategy to inform the public that the 3-1-1 service will be forthcoming.

4. REPORTS

a) Terms of Reference of the 3-1-1 Council Liaison Committee

RECOMMENDATION 3-1-1 CLC-5-2009::

That Purpose a) of the 3-1-1 Council Liaison Committee (CLC) Terms of Reference be amended to read: To monitor and provide guidance on the provision of 311 service and its relationship with the 3 area municipalities and the Region of Peel;

And further, that quorum of the 3-1-1 CLC Terms of Reference be amended to read: Quorum shall comprise of a majority of the appointed members to the 3-1-1 Liaison Committee;

And further, that the 3-1-1 Liaison Committee Terms of Reference as outlined in the report dated June 1, 2009 and titled “Terms of Reference for the 3-1-1 Liaison Committee” be approved, as amended.

Roy Wiseman stated that staff from all three municipalities worked very well together during the implementation of the 3-1-1 initiative. Roy Wiseman announced that the City of Mississauga and City of Brampton have soft launched 3-1-1 (internal testing phase) and are providing current live service.

5. COMMUNICATIONS - Nil

 
6. IN CAMERA MATTERS - Nil

7. OTHER BUSINESS - Nil

8 . NEXT MEETING

The date of the next meeting is to be determined.

For further information contact Helena West, Legislative Specialist, (905) 791-7800, extension 4697 or at helena.west@peelregion.ca.

9. ADJOURNMENT

The meeting adjourned at 10:37 a.m.