One Window One Window Recommendation 1 Background: Housing Intake - - PowerPoint PPT Presentation

One Window

One Window Recommendation 1

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Background: Housing Intake in Calgary

One Window Recommendation

At least

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non-market housing providers in Calgary maintain a waitlist.

Waitlist prioritizes clients based on specific criteria (47%) First-come, first- serve waitlist (13%) Other (12%) Rely on referring agencies or partners (27%)

Intake Process for Non-Market Properties (excluding CHC)

Current State Analysis Findings 1. Burdensome on clients 2. Inconsistent service delivery 3. Siloed and misaligned processes 4. Inadequate systems and tools 5. Complicated legislative framework

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Recap of Phase One and Phase Two

One Window Recommendation Phase One Scope and Planning Design Stabilize Implement System Design System Build & Test Phase Two

Phase One – Completed June 2017

• Engaged with housing providers social service agencies, and clients (100+ staff members and 40+ clients

from 45+ organizations)

• Completed current state assessment of intake processes and technology systems
• Researched best practices in Canada and abroad
• Analyzed options for future state and recommended a high-level future state vision
• Secured City Council approval to move forward with Phase Two (Design)

Phase Two – Completed December 2018

• Engaged with housing providers (Steering Committee) and clients (Client Panel) to design a recommended

solution

• Researched best practices within BC, Toronto, and Ottawa
• Completed mapping of business processes required for the recommended model
• Developed a recommended model for One Window
• Investigated potential IT solutions through a Request for Information (RFI)
• Met with the Government of Alberta (GOA) to discuss funding request
• Completed a recommendation report to be submitted to The City Policies and Finance Committee on

March 5, 2019

Phase Three Establish Entity & Select Vendor

One Window Recommendation

In developing our recommendation, we looked at 7 components which we believed would lay the foundation for the success of One Window. Vision

Organization

Processes Channels Location People Technology

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To create a coordinated intake process across Calgary’s non-market housing providers that will improve the experience for Calgarians needing access to non-market housing and enable more people to be efficiently and successfully housed. How we are addressing it

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Coordinated Intake Process

• Centralized Application Form

Improve Client Experience

• Multiple Access Points and Locations
• In-Person Support

Efficiently and Successfully House Clients

• One Application, Multiple Housing Providers
• Choice-Based Rental Housing
• Best Practices Framework
• 1. One Window Vision

One Window Recommendation

One Window Recommendation

• 2. Organization

Enter Application Gather Information Answer Triage Questions Provide Consent Enter Information Upload Documentation Manage Application Update Application Validate Application Score Application Send Communication Match to Unit Select Client Select Supported Client Accept / Decline / No Offer Extended Apply for Choice-Based Housing Other Request Information View Waitlist Manage Waitlist Manage Database Appeal Decision Transfer Client

• 3. Processes

One Window will be a separate non-profit organization governed by an independent and neutral Board of Directors (to be chosen in Phase 3). Potential members of the Board will include: representatives from the non-market housing providers, agencies, Indigenous community organizations and clients.

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• 4. Channels

One Window Central Location

Phone Email Agencies Housing Providers Website

Opening hours and days: Flexible, non-standard hours / 6 days a week

• Clients will be able to access One Window to apply for

housing, ask questions, and get updates on the status

• f their application via multiple access channels.
• Accessibility for all clients. This includes being accessible at street level, have elevators and ramps,

etc.

• Appropriate facilities including washrooms, a play area for young children, snack area, etc.
• Proximity to resources with photocopiers, computers and printers (e.g. library), or have these

available at One Window offices.

• Privacy to discuss sensitive information. This might include private areas within the office for client

conversations.

• Co-location with other services for Calgarians in an existing location
• 5. Location
• One Window will have one physical office location that is

centrally located. (Exact location will be decided in Phase 3)

• When choosing the central location, we will consider:
• Extended office hours to be open 7 days a week, with
• pportunity for both appointments and walk-in hours.
• Downtown location near transit (especially the C-Train

line) or other support services.

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One Window Recommendation

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• 6. People

One Window will have 10 full time employees including:

• Executive Director (1) to lead the organization
• Intake staff (4) to help clients with applications
• Client Services staff (4) to answer questions
• System Administrator (1) to support the IT

system

Contractors Full Time Employees

• Legal
• Part-time accountant
• Payroll
• Other contract resources, as required

Board of Directors Executive Director Intake Staff Client Services System Administrator

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One Window Recommendation

• 7. Technology
• The IT system will need to handle application process, storing client data, scoring applications and

adding them to the database and waitlist.

• We found 28 business requirements for the IT system. Below are a few examples.

Triage applicant Upload supporting documentation Validation of application Score application Send communications and notifications Virtual waitlists Match and select an applicant for housing Provide choice-based rental housing Manage waitlists Manage agency profile Produce standard reports View Analytics

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Expected Benefits for Clients & Providers

One Window Recommendation

Improved customer service Improved outcomes Increased transparency Improved sector collaboration New technology Increased efficiencies Improved data and analytics

“More people will likely apply and the process will be more efficient since they only have to complete one application.”

John

One Window, Client Advisory Panel Member

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Anticipated Costing

One Window Recommendation

Implementation Costs: $7M Average annual operating costs: $2.5M

Note: These are Class 3 estimates which were prepared based on preliminary design information. At this stage, project assumptions and constraints have been defined and a high-level project scope has been established.

Costs 2019 2020 2021* 2022 2023 2024 2025 2026 2027 2028 2029 IT Implementation Costs 684,000 1,793,000 709,000

• Non-IT

Implementation Costs 520,000 533,000 81,000

• Annual IT

Operating Costs

• 770,000

770,000 770,000 1,445,000 797,000 770,000 770,000 770,000 1,472,000 Non-IT Operating Costs 108,000 467,000 1,381,000 1,411,000 1,442,000 1,474,000 1,506,000 1,539,000 1,573,000 1,608,000 1,643,000 Rounded Total 1,312,000 2,793,000 2,941,000 2,181,000 2,212,000 2,919,000 2,303,000 2,309,000 2,343,000 2,378,000 3,115,000

The total anticipated cost for One Window is presented below:

• The total implementation costs (Capital Funding) including the operating costs for 2021 is $7M
• The average annual operating costs from 2021 to 2029 is $2.5M

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Phase 3 Timeline

One Window Recommendation

2019 Anticipated One Window Go-Live Funding and Planning Establish Entity Stabilization Implement RFP and Vendor Selection System Design System Build & Test 2020 2021

Phase 3 will focus on:

• Securing Funding and Project Planning: One Window will need funding before any work can commence.

A detailed project plan will need to be built.

• Establishing the New Entity: The One Window entity will need to be established as soon as possible to

ensure a proper governance structure will be in place to allow for decision making

• RFP Request and Vendor Selection: Work will be required to capture detailed system requirements,

publish an RFP, evaluate the responses, find a suitable vendor, and negotiate a contract.

• System Design, Build and Test: The IT system will need to be designed, built and tested thoroughly prior to

implementation.

• Implementation: For a successful implementation, there are three key areas of focus:
• System Rollout: One Window will become operational once the IT system is implemented. However,

it is recommended that the system functionalities are rolled out in stages.

• Change Management Strategy: A strong change management plan will be necessary to manage

change across all stakeholders

• Stabilization: This is necessary to ensure successful monitoring, evaluation, and issue resolution for

One Window.

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Next Steps for the Project

One Window Recommendation

Q2 2019* Phase 3 to begin once funding has been secured * To ensure we don’t lose momentum, we hope to kick-off mid 2019 Jan 16, 2019 Submit business case for funding ask to the Government of Alberta Jan – Feb 2019 Share the One Window recommendation with other housing providers and community organizations March 5, 2019 Present the recommendation to City Council (Priorities and Finance Committee). Jan - Feb 2019 Present to Boards of Directors and/or leadership committees of some housing providers to ask for their support. Early 2021 Anticipated Go-Live for One Window

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Discussion: Wrap-Up

One Window Recommendation

Questions?