initiative overview bc 211 initiative presented by:
TRANSCRIPT
Initiative Overview
BC 211 Initiative
Presented by:
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What we will cover:
1. What is 211
2. Progress to date & current status
3. What next, and how does this involve you?
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What is 211?
The 211 service is an integrated telephone and web system of help for information about community services.
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Distinct Yet Complementary
211 Community information & referral
311 Municipal gov’t services & police non-emergency
411 Directory assistance
511 Canada: reserved but not assigned. US: traffic information
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Distinct Yet Complementary
611 Telephone repair assistance
711 Message relay service
811 Telecommunications service providers’ business offices (Canada). US: contractors & others to call before conducting excavation activities
911 Emergency services
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Who would call 211:
•A senior citizen wanting home care support to live independently.
•A recent immigrant needing language & employment training.
•A family searching for child care services in their community or close to work.
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Who would call 211:
•A concerned neighbour trying to help a friend in an abusive relationship.
•A family trying to find services for their son with a newly diagnosed illness.
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Canada’s 211 Initiative Goal
To ensure that one-third of Canadians in at least five provinces have access to 211 by 2008, and to extend 211 to all Canadians by 2011.
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The 211 Success Story
• 211 serves over 55% of the US population--163 million people—through 187 active systems in 38 states (including 14 states with 100% coverage) plus Puerto Rico.
• 211 system serves 15% of the Canadian population through centres in Toronto, Edmonton, Calgary, Niagara and Simcoe.
• In early 2006, Quebec City will commence service, becoming the world’s first 211 centre operating primarily in French.
• By the end of 2006, Canada’s first province-wide 211 service is expected to be up and running in Nova Scotia.
2-1-1 serves approximately 163 million Americans - over 55% of the US population; 187 active 2-1-1 systems covering all or part of 38 states (including 13 states with 100% coverage) plus
Washington, DC and Puerto Rico.
WA
OR
CA
NV
ID
MT
WY
UT
AZ
ND
SD
NE
KSCO
NM TX
OK
MN
IA
MO
AR
LAMS
AL
GA
WI
ILIN
OHPA
KY
TN NC
FL
VA
ME
NYMI
NH
MA
CT
RI
NJ MD
DE
AK
HI
WV
VT
2-1-1 Centers operating Statewide Implementation Operational phase Planning Phase
SC
http://www.211.org
DC
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PR
February 2006
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211 serves the public interest
1. Provides a cost-effective & efficient way for people to navigate the complex maze of human services agencies and programs.
2. Connects people seeking services or volunteer opportunities with appropriate community based organizations and government agencies.
3. Supports prevention & fosters self-sufficiency by making services easier to access.
4. Helps efficiently allocate resources by identifying service gaps & emerging local needs by collecting call data.
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U.S. Cost Benefit Study
• 211 would ultimately provide American taxpayers up to $1.1 billion in net value over the next 10 years.
• The benefits of 211 systems increase over time, as new, innovative uses are employed
for the number.
University of Texas Ray Marshall Center for the Study of Human Resources for United Way of America
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Canadian Cost-Benefit Study
• A Canadian 211 system would provide significant savings for individuals, government and other organizations, with total benefits exceeding total costs by a factor of more than two to one.
• A baseline scenario of 10 information centres providing around the clock service, found a net present value (NPV) of $202 M.
Deloitte for United Way Canada
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BC Cost-Benefit Study
• A provincial 211 system in BC could provide total benefits that outweighed total costs by a factor of 2.4 to 1 and a NPV of $38.9M over 10 years.
• The annual benefits, when the system has reached capacity, are expected to be $11.6M while ongoing costs to operate the system are expected to be $4.9M.
Deloitte for United Way of the Lower Mainland
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The Value of 211
A sustained $11.6M of annual social benefits from a province-wide BC 211 solution would impact individuals, organizations, and taxpayers.
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The Value of 211
To provide additional analysis, a range of annual benefits was calculated. The total annual benefits range from $11.6M to $58.8M.
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Qualitative Benefits*
Individual & I&Rs•Self Reliance•Early Intervention•Support for Homelessness Initiatives• Improved Staff Job Satisfaction•Reinforce Social Safety Net•Multi-language support
*BC 211 Business Case - Deloitte
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Qualitative Benefits*
Government• Reduced Government 1-800 Lines• Reduced Volume to Government 1-800 Lines• Reduced Calls to Politician Offices• Improved Customer Service by Government
*BC 211 Business Case - Deloitte
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Overall 211 will offer:
• Improved Service• Improved Program Reach• Proactive Service Provision• Community Building • Timely Information • 311 Alternative
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BC 211 Development Phases
1) INITIATION PHASE• Awareness/education • Partners come together
2) COLLABORATIVE PHASE• Business Plan Development
3) PARTNERSHIP DEVELOPMENT & IMPLEMENTATION PLANNING PHASE• Partnership agreements in place• Select viable model & develop
plan for implementation• Funding in place for
implementation
4) OPERATIONAL PHASE• Next phase plan approval
Completed
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Who is involved?
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Collaborative Phase Achievements
Steering committeeFunding for Business PlanBusiness PlanAwarenessSupport for Partnership Phase
Section 3.1 – BC 211 Projected Call Volumes
Extensive experience with 211 across North America indicate that call volumes can be projected based upon a number of factors:
• population – the standard formula used is 8% of the population will call 211 1.3 times in a year once the system is fully operational
• adoption rate – an increasing adoption rate year over year based on phased roll out and increasing marketing and awareness
Section 3.2 Recommended Operating Model – 2 Regional Centres and optional 2 remote
centres…*
Call Centre 1Lower Mainland (ISV)
Serves Fraser & Vancouver Coastal
Pop: 2.4MCalls: 268,000
Main Site - Full Hardware
Call Centre 2Okanagan (TBD)Serves Interior BC
Pop: 733,000Calls: 76,000
Secondary Site – Full Hardware
1 2 3
4 5 6
7 8 9
* 8 #
1 2 3
4 5 6
7 8 9
* 8 #
BC 211 Database
Data Partners
BC 211 Database
Data Partners
WAN
Remote CentreVan Island (TBD)Serves Van Island
Pop: 740,000Calls: 77,000
Remote Site – T1 Link
1 2 3
4 5 6
7 8 9
* 8 #
Remote CentreVan Island (TBD)Serves Van Island
Pop: 740,000Calls: 77,000
Remote Site – T1 Link
1 2 3
4 5 6
7 8 9
* 8 #
Remote CentrePrince George (TBD)Serves Northern BC
Pop: 316,000Calls: 33,000
Remote Site – T1 Link
1 2 3
4 5 6
7 8 9
* 8 #
Remote CentrePrince George (TBD)Serves Northern BC
Pop: 316,000Calls: 33,000
Remote Site – T1 Link
1 2 3
4 5 6
7 8 9
* 8 #
PSTN
Call Routing
211 Callers
PSTN
Call Routing
211 Callers *BC 211 Final Report and Business Plan – IBM Business Consulting Services
Section 4 - Implementation Roadmap*
Four phases were identified for the development and implementation of BC 211, the first two of which have been completed.
• Phase 1 - Project Initiation Phase / October 2004 – May 2005
• Phase 2 - Collaboration Phase / June 2005 – November 2005
*BC 211 Final Report and Business Plan – IBM Business Consulting Services
Section 4 - Implementation Roadmap*
Phase 3 and 4 are scheduled to kick off in January 2006 and are contingent on the availability of new funding.
• Phase 3 - Partnership Development & Planning Phase / January 2006 – April 2006
• Phase 4 - Implementation Phase / April 2006 – July 2008
*BC 211 Final Report and Business Plan – IBM Business Consulting Services
Section 7 – Financial Projections - Summary of Cost Estimates*
2006 2007 2008 2009 2010 2011
Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Total
Startup
1,648,00
0 980,000 282,000 - - - 2,910,000
Ongoing 1,963,934
3,552,894
4,200,241
4,501,003
4,815,547
19,033,619
Total Yearly Costs
1,648,000
2,943,934
3,834,894
4,200,241
4,501,003
4,815,547
21,943,619
Net Present Value
1,648,000
2,850,539
3,595,432
3,813,036
3,956,442
4,098,642
19,962,091
Cost per call $15.68 $10.71 $9.25 $8.74 $8.35
Cost per capita N/A $0.68 $0.89 $0.96 $1.02 $1.09
*BC 211 Final Report and Business Plan – IBM Business Consulting Services
Partnership Phase ProjectBC 211 Initiative
Status Update
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BC 211 Initiative
The goal of the BC 211 Initiative is province–wide, free, and confidential, access to information about non-emergency social, health, government and community services through an effective, efficient, and sustainable 211 service.
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BC 211 Objectives
• To connect British Columbians to services
• To provide mechanism to navigate services
• To compile and maintain information
• To establish 211 as the first point of contact
• To achieve government's commitment
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BC 211 Objectives
• To promote value of social service sector in BC
• To enhance community planning
• To create economies of scale around
administration in the delivery of Information and
Referral services in British Columbia
• To meet the success criteria defined by the CRTC
• To be fully integrated in North America-wide 211
service delivery system.
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Where BC 211 Development is at Today
1) INITIATION PHASE• Awareness/education • Partners come together
2) COLLABORATIVE PHASE• Business Plan Development
3) PARTNERSHIP DEVELOPMENT & IMPLEMENTATION PLANNING PHASE• Partnership agreements in place• Select viable model & develop
plan for implementation• Funding in place for
implementation
4) OPERATIONAL PHASE• Next phase plan approval
Today
BC 211 - Phase Summary
Collaborative Phase(Business Plan Development)
ImplementationPhase
December2005
October2006
GovernanceOptions
Negotiation
PartnershipDevelopment Phase
FundingOptions
OperationalPhase
Go-Forward Governance(BC211 Board Directors?)
Current Governance (BC211 Steering Committee)
Informs
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How You Can Help
During the Partnership Phase, you can help by:•Copy to change as required
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To Learn More
Contact Us
Martin AddisonVice President, Organizational Planning
& OperationsPhone: (604) 268 - 1324E-mail:
Mary ProdanovicManager, Organizational ProjectsPhone: (604) 268 - 1311E-mail: [email protected]
Links
The BC 211 Initiative: www.bc211.vcn.bc.ca
Canada: www.211.ca
America: www.211.org
(GOV’T CONTACT AS NEEDED)
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BC 211
Questions and Feedback
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BC 211
Thank you