Transcript BC 211 Initiative Initiative Overview Presented by:

BC 211 Initiative
Initiative Overview
Presented by:
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.
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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
VT
ND
MT
ME
MN
OR
ID
WY
NH
WI
SD
RI
IA
PA
NE
NV
OH
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NJ
IL
UT
CA
MA
NY
MI
CO
KS
IN
MO
KY
NM
AR
VA
MD
DE
DC
NC
SC
TN
OK
AZ
WV
CT
AL
TX
MS
LA
HI
GA
FL
PR
AK
2-1-1 Centers operating
 Statewide Implementation
 Operational phase
 Planning Phase
February 2006
http://www.211.org
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
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*BC 211 Business Case - Deloitte
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
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*BC 211 Business Case - Deloitte
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
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Who is involved?
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Collaborative Phase Achievements
Steering committee
Funding for Business Plan
Business Plan
Awareness
Support for Partnership Phase
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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…*
BC 211
Database
Data Partners
Remote Centre
Van Island (TBD)
Serves Van Island
Pop: 740,000
Calls: 77,000
Remote Site – T1 Link
1
2
3
4
7
5
8
6
9
*
8
#
Call Centre 1
Lower Mainland (ISV)
Serves Fraser &
Vancouver Coastal
Pop: 2.4M
Calls: 268,000
Main Site - Full Hardware
1
4
2
5
Remote Centre
Prince George (TBD)
Serves Northern BC
Pop: 316,000
Calls: 33,000
Remote Site – T1 Link
W
A
N
1
2
3
4
5
6
7
8
9
*
8
#
Call Centre 2
Okanagan (TBD)
Serves Interior BC
Pop: 733,000
Calls: 76,000
Secondary Site – Full
Hardware
3
6
7
8
9
*
8
#
1
2
3
4
5
6
7
8
9
*
8
#
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*
Startup
2006
2007
2008
2009
2010
2011
Yr 0
Yr 1
Yr 2
Yr 3
Yr 4
Yr 5
-
-
-
1,648,000
Ongoing
Total
980,000
282,000
2,910,000
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
$15.68
$10.71
$9.25
$8.74
$8.35
$0.68
$0.89
$0.96
$1.02
$1.09
Cost per call
Cost per capita
N/A
*BC 211 Final Report and Business Plan – IBM Business Consulting Services
Partnership Phase Project
BC 211 Initiative
Status Update
BC 211 Initiative
The goal of the BC 211 Initiative is
province–wide, free, and confidential,
access to information about nonemergency 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
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BC 211 - Phase Summary
December
2005
October
2006
Collaborative Phase
(Business Plan Development)
Partnership
Development Phase
Governance
Options
Informs
Funding
Options
Negotiation
Implementation
Phase
Operational
Phase
Current Governance
(BC211 Steering Committee)
Go-Forward Governance
(BC211 Board Directors?)
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
Links
Martin Addison
Vice President,
Organizational Planning &
Operations
Phone: (604) 268 - 1324
E-mail: [email protected]
The BC 211 Initiative:
Mary Prodanovic
Manager,
Organizational Projects
Phone: (604) 268 - 1311
E-mail: [email protected]
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
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