Minutes of the Customer Service Standards Development Committee (CS-SDC)
Meeting Date/Time: June 27 and June 28, 2006
9:30 a.m. - 4:00 p.m.
Meeting Number 5
Meeting Location: Canadian Standards Association (CSA)
5060 Spectrum Way, Suite 100
Mississauga, ON L4W 5N6
Annexes: List of Task Group Members
Members Present:
- Judith Sandys, Ryerson University (Chair)
- Cynthia Archer, Ontario Library Association
- Cathie Auger, Association of Colleges of Applied Arts and Technology of Ontario
- Mike Bonnah, West Park Healthcare Centre
- Richard Clarke, Ontario Ministry of Government Services
- Della Derrough, Community Living Ontario
- Wendy Feldman, Ontario Ministry of Economic Development and Trade
- Martha Johnson, Canadian Bankers Association
- Stuart Johnston, Ontario Chamber of Commerce
- Doug Jure, Toronto Association of Business Improvement Areas (Day 1)
- David Kelly, Ontario Federation of Community Mental Health and Addiction Programs
- Brian Kon, Ontario March of Dimes
- Sheila Larmer, Ontario Ministry of Tourism
- Kerry-Anne Markle, Ontario Ministry of Community and Social Services
- Ashley McClinton, Retail Council of Canada
- Duncan MacDonald, Ontario Federation of Labour (Day 1)
- Lorin MacDonald, Individual
- Victor Palmer, Adult Learning Disabilities Resource
- Rod Seiling, Greater Toronto Hotel Association
- Margaret Shenton, Canadian Hard of Hearing Association (Ontario Chapter)
- Sharon Vilcini, Bloorview Kids Rehab
- Walter E. Visser, Association of Municipalities of Ontario
- Jane Warwick, Ontario Ministry of the Attorney General
Members Absent:
- Beverly Ball, Association of Municipal Managers, Clerks and Treasurers of Ontario
- Colleen Bell, City of Toronto
- Terry Downey, Ontario Federation of Labour
- Dennis Finucan, Canadian Council of the Blind (Ontario Division)
Guests:
- Peter Johnson, PricewaterhouseCoopers (Day 1)
- Edward Lee, PricewaterhouseCoopers (Day 1)
- Richard Simms, PricewaterhouseCoopers (Day 1)
Support Unit Affiliation:
- Kevin Boehmer, Canadian Standards Association
- Terry Brand, Canadian Standards Association, CS-SDC Secretary
- Linda Markowsky, Accessibility Directorate of Ontario
- Ellen Passmore, Accessibility Directorate of Ontario
- Mansur Rahim, Accessibility Directorate of Ontario
- Nelly Tion, Accessibility Directorate of Ontario
- Estelle Small, Accessibility Directorate of Ontario
- Scot Weeres, Accessibility Directorate of Ontario
- Robert Thomson, Accessibility Directorate of Ontario
Summary of Meeting Actions
Action 1: PricewaterhouseCoopers to offer two workshops (the morning and afternoon of Wednesday July 5, 2006) for those members interested in obtaining more detail regarding the readiness and costing results. Members are to advise M. Rahim of their interest and which time they would prefer to attend by June 30.
Action 2: The Secretary to distribute the preliminary Draft 5 to Task Group 7: Implementation Targets members at the conclusion of Meeting 5 and to distribute the revised Draft 5 to all CS-SDC members prior to July 12, 2006.
Action 3: The Chair of the CS-SDC will report back to the Chair of the T-SDC regarding the committee’s reconsideration of the service disruption issue prior to Meeting 6.
Action 4: Task Group 7 - Implementation Targets was set up to refine the proposed implementation targets for the specific requirements and to report back to the CS-SDC with a recommendation at Meeting 6 (See Annex “A”).
Action 5: Support Unit staff to distribute Meeting 5 communiqué to CS-SDC Members by June 29, 2006.
M.5.1 Opening and Welcome
The Chair called the meeting to order and welcomed all members to the fifth working meeting of the Customer Service Standards Development Committee (CS-SDC). The Chair highlighted the key objectives of the meeting:
- Review draft 4 and associated feedback;
- Consider readiness and costing results to date;
- Set progressive implementation targets; and
- Prepare for vote on initial proposed standard.
M.5.2 Roll Call
The Secretary distributed an attendance list and members confirmed their attendance.
M.5.3 Administrative Matters
M.5.3.1 Housekeeping
The Secretary advised the members of the housekeeping issues for the meeting and of the facility safety procedures.
M.5.3.2 Approval of Meeting 5 Draft Agenda
CS-SDC members reviewed the draft Meeting 5 agenda and approved it without change.
M.5.3.3 Revise Meeting Schedule/Work Plan
The Chair advised members that the plan now is to consider readiness and costing results, complete progressive implementation targets and assess whether or not to hold a vote on the initial proposed customer service standard during Meeting 5 or at the July 2006 meeting.
M.5.3.4 Chair’s Report - Meeting with the Accessibility Standards Advisory Council
The Chair reported on her June 15, 2006 meeting with the members of the Accessibility Standards Advisory Council. She highlighted that she discussed the role of the CS-SDC and provided an update on the CS-SDC’s progress to date.
M.5.4 Development of Initial Proposed Accessible Customer Service Standard
M.5.4.1 Task Group Reports
Task Group 3: Costing
The Chair introduced the consulting team from PricewaterhouseCoopers (PwC). R. Simms provided an overview of the readiness and costing survey, focus group and case study results to date.
Action 1: PricewaterhouseCoopers to offer two workshops (the morning and afternoon of Wednesday July 5, 2006) for those members interested in obtaining more detail regarding the readiness and costing results. Members are to advise M. Rahim of their interest and which time they would prefer to attend by June 30.
Task Group 4: Definitions
W. Visser provided an oral report on the activities of TG 4. The task group developed a revised recommendation for the terms and definitions clause of the initial proposed customer service standard. The CS-SDC discussed the revised recommendation and incorporated most of the proposed changes into Draft 5 (the CS-SDC made some further changes to the definitions of alternative method and accessibility support person).
Task Group 6: Attendant Care Access
The Chair provided an oral report on the activities of TG 6. The task group developed a recommendation respecting attendant care access (in response to a recommendation made by the Transportation Standards Development Committee). TG 6 recommended that a requirement for waiving admission fees for ticketed events be included in Draft 5. The CS-SDC debated the recommendation and developed a modified requirement to develop and implement policies and procedures related to the admission of accessibility support persons.
Task Group 5: Editing
The Chair advised CS-SDC members that TG 5 had produced Draft 4 of the initial proposed customer service standard and reiterated that the TG’s aim was to produce a more concise, consistent and readable draft.
The Chair facilitated a review of the key issues arising from member feedback provided in relation to Draft 4 which included:
- Consistent use of “persons and organizations” throughout the draft;
- Need to clarify what is meant by “accessibility providers”;
- Need to clarify wording regarding the proposed requirement for employee and volunteer training.
The Secretary revised the draft accordingly and produced Draft 5 reflecting the CS-SDC discussion.
Action 2: The Secretary to distribute the preliminary Draft 5 to Task Group 7: Implementation Targets members at the conclusion of Meeting 5 and to distribute the revised Draft 5 to all CS-SDC members by July 12, 2006.
M.5.4.2 Response to Chair, Transportation Standards Development Committee (T-SDC
The Chair highlighted the memorandum she had sent to the Chair of the Transportation Standards Development Committee in response to the five potential areas of overlap he had raised. The CS-SDC revisited the service disruption issue and agreed that, on reflection, this issue is specific to public transportation and should be referred back to the T-SDC.
Action 3: The Chair of the CS-SDC will report back to the Chair of the T-SDC regarding the committee’s reconsideration of the service disruption issue prior to Meeting 6.
M.5.4.3 Transmittal Letter to Minister regarding Minutes from Meeting 4 and Progress Report
The Chair highlighted that she had prepared and sent to the Minister a transmittal letter (to accompany the minutes from Meeting 4) which included a progress report.
M.5.4.4 Voting Procedures – Refresher Training with Morton Kaiserman
M. Kaiserman provided the CS-SDC with a brief refresher course on voting procedures. Members discussed the possibility of voting either in person (recorded vote) or voting by mail (letter ballot) and agreed to a recorded vote.
M. Kaiserman urged members to attend next month’s meeting in person to facilitate such a recorded vote, or to nominate a proxy and notify the CS-SDC Secretary of this nomination as soon as possible.
M.5.5 Path Forward
M.5.5.1 Define Progressive Implementation Targets
The Chair facilitated a discussion of proposed implementation targets for each requirement of the initial proposed customer service standard. Owing to time constraints, the CS-SDC did not complete its discussion respecting targets for the proposed specific requirements. A task group (TG 7: Implementation Targets) was struck to complete this remaining work and to prepare a recommendation for the CS-SDC prior to Meeting 6 and the vote.
Action 4: Task Group 7 - Implementation Targets was set up to refine the proposed implementation targets for the specific requirements and to report back to the CS-SDC with a recommendation at Meeting 6. (See Annex “A”).
M.5.5.2 Seek Consensus on Draft Standard
The Chair advised that, owing to the need to complete the implementation targets before a vote is held on the initial proposed customer service standard, the CS-SDC would now need to meet in July to finalize its work on the initial proposed customer service standard.
M.5.6 Communications
The communications task group drafted a communiqué highlighting the CS-SDC’s progress to date.
Action 5: Support Unit staff to distribute Meeting 5 communiqué to CS-SDC Members by July 4, 2006.
M.5.7 Other Business
No other business was discussed.
M.5.8 Adjournment
The meeting was adjourned at 4 pm on Wednesday June 28, 2006.
Annex "A"
List of Task Group Members
List of Task Group Members
| Interest Category |
Task Group 7:
Implementation Targets |
| Disability Community |
Brian Kon |
| Private Sector |
Stuart Johnston |
| Broader Public Sector |
Walt Visser |
| Government |
Sheila Larmer |
| |
Support Unit Staff |