Minutes of the Customer Service Standards Development Committee (CS-SDC)

Meeting Date/Time: July 27 and 28, 2006

9:30 a.m. - 4:00 p.m.

Meeting Number 6

Meeting Location: Canadian Standards Association (CSA)
5060 Spectrum Way, Suite 100
Mississauga ON L4W 5N6

Annexes: A. Recorded Vote Results (Pre-Public Review)

Members Present:

• Judith Sandys, Ryerson University (Chair)
• Cynthia Archer, Ontario Library Association (Day 1)
• Beverly Ball, Association of Municipal Managers, Clerks and Treasurers of Ontario
• Colleen Bell, City of Toronto
• Mike Bonnah, West Park Healthcare Centre
• Richard Clarke, Ontario Ministry of Government Services
• Della Derrough, Community Living Ontario
• Terry Downey, Ontario Federation of Labour
• Wendy Feldman, Ontario Ministry of Economic Development and Trade
• Martha Johnson, Canadian Bankers Association
• 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
• Adina Lebo, Motion Picture Theatre Associations of Canada
• Lorin MacDonald, Individual
• Kerry-Anne Markle, Ontario Ministry of Community and Social Services
• Ashley McClinton, Retail Council of Canada
• Victor Palmer, Adult Learning Disabilities Resource
• 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:

• Cynthia Archer, Ontario Library Association (Day 2)
• Rod Seiling, Greater Toronto Hotel Association
• Cathie Auger, Association of Colleges of Applied Arts & Technology of Ontario
• Dennis Finucan, Canadian Council of the Blind (Ontario Division)
• Stuart Johnston, Ontario Chamber of Commerce

Guests:

• Peter Johnson, PricewaterhouseCoopers (Day 1)
• Edward Lee, PricewaterhouseCoopers (Day 1)
• Richard Simm, 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
• 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: The Secretary to confirm and notify members of dates and locations for January and February 2007 (post public review) meetings by August 14, 2006.

Action 2: The Secretary to revise and distribute Draft 6 of the initial proposed customer service standard along with the draft transmittal letter to the Minister to CS-SDC members for their reference and final review (respectively) by August 23, 2006.

Action 3: The Secretary to distribute electronic copies of PwC’s final summary report by August 23, 2006.

Action 4: Accessibility Directorate of Ontario to notify all CS-SDC members of the specifics of the public review process by August 31, 2006.

M.6.1 Opening and Welcome

The Chair called the meeting to order and welcomed all members to the sixth working meeting of the Customer Service Standards Development Committee (CS-SDC). The Chair highlighted the key objectives of the meeting:

1. Review Draft 5 and associated feedback;
2. Confirm progressive implementation targets;
3. Assess final readiness/costing results;
4. Draft transmittal letter to the Minister; and
5. Vote on initial proposed standard.

M.6.2 Roll Call

The Secretary distributed an attendance list and members confirmed their attendance.

M.6.3 Administrative Matters

M.6.3.1 Housekeeping

The Secretary advised the members of the housekeeping issues for the meeting and of the facility safety procedures.

M.6.3.2 Approval of Meeting 6 Draft Agenda

CS-SDC members reviewed the draft Meeting 6 agenda and approved it without change.

M.6.3.3 Revise Meeting Schedule/Work Plan

The Chair advised members that the next meeting of the CS-SDC is now scheduled for January of 2007. Depending on the volume of feedback generated through the public review process, there may be a need for a second meeting in February 2007. The proposed dates for these meetings are January 22 and 23, 2007 and February 27 and 28, 2007.

Action 1: The Secretary to confirm and notify members of dates and locations for January and February 2007 (post public review) meetings by August 14, 2006.

M.6.3.4 Review Response to Chair, Transportation Standards Development Committee (T-SDC)

The Chair reported that she had sent a memo to the Chair of the T-SDC on behalf of the CS-SDC members recommending that the committee revisit the service disruption issue. Members had been provided with a copy of the memo prior to the meeting. The memo confirmed that the initial proposed customer service standard incorporated a provision on service disruption and encouraged the T-SDC to consider including a provision in the initial proposed transportation standard addressing concerns specific to transportation.

M.6.3.5 Transmittal Letter to Minister regarding Minutes from Meeting 5 and Progress Report

The Chair highlighted that a transmittal letter including a progress report from Meeting 5 had been prepared and sent to the Minister for her review and information. Members had been previously been provided with a copy of this letter/progress report and the minutes.

M.6.3.6 Accessibility Directorate of Ontario (ADO) Update

S. Weeres advised members that, effective July 31, 2007, the ADO has consolidated its staff at a new location: 777 Bay Street (at College), 6th Floor, Suite 601, Toronto, ON M7A 2J4. All other ADO contact information (telephone, fax and e-mail remain unchanged).

M.6.4 Development of Initial Proposed Accessible Customer Service Standard

The Chair invited the CS-SDC to review member feedback on draft 5. Members discussed and dispositioned a range of feedback received. Key issues included need to:

• separate out principle of inclusiveness (formerly encompassed in principle of equity);
• use equitable or equivalent and be consistent throughout the standard;
• clarify what persons and organizations are required to do vis-à-vis development and communication of customer service policies;
• remove compliance requirements from the body of the standard;
• distinguish between planned and unanticipated service disruptions.

Action 2: The Secretary to revise and distribute Draft 6 of the initial proposed customer service standard along with the draft transmittal letter to the Minister to CS-SDC members for their reference and final review (respectively) by August 23, 2006.

M.6.4.1 Task Group Reports

The Chair invited R. Simm to present PwC’s latest draft summary report on readiness and costing. R. Simm described PwC’s method and highlighted the assumptions they made in carrying out the readiness and costing analysis of the initial proposed customer service standard. He then walked members through PwC’s latest analysis (of issues raised during the member information workshops held at PwC’s offices during the month of July) and responded to member questions.

Action 3: The Secretary to distribute electronic copies of PwC’s final summary report by August 23, 2006.

M.6.5 Path Forward

M.6.5.1 Confirm Progressive Implementation Targets

The Chair reviewed the revised progressive implementation targets with the members. Members debated the proposal of Task Group 7 and agreed on proposed implementation targets.

M.6.5.2 Recorded Vote on Draft Standard

The Chair called a recorded vote on the pre-public review version of the initial public review (Draft 6). Twenty one voting members were present at the meeting. Four voting members were absent, but one had previously arranged with the Secretary to send an alternate and the other three had previously arranged with the Secretary to assign their proxies to voting members who were to be in attendance. See Annex “A” for specific results by member. The result of the recorded vote (including proxies and alternates) was 25 affirmative votes with no comment – a unanimous decision.

M.6.6 Communications

A.6.6.1 Report of Communications Task Group

The communications task group elected not to draft a communiqué for Meeting 6 as the CS-SDC, through the Chair, has drafted and is forwarding a transmittal letter (to accompany Draft 6) to Minister Meilleur that highlights the core messages that the CS-SDC identified and wishes to communicate to her as she prepares to launch the formal public review.

A.6.6.2 Discuss Public Review Process

S. Weeres provided an overview of the public review process. Details are to be finalized in the next few weeks. Members will be advised of the date of the formal launch of the review process by the end of August 2006.

Action 4: Accessibility Directorate of Ontario to notify all CS-SDC members of the specifics of the public review process by August 31, 2006.

M.6.7 Other Business

No other business was discussed.

M.6.8 Adjournment

The meeting was adjourned at 12:50 pm on Friday July 28, 2006.

Annex "A"
July 28, 2006 - Recorded Vote Results (Pre-Public Review)

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