Welcome & Introduction
ƒ Welcome from Service Mapping Sub Committee
(SMSC) members
ƒ Today’s Webinar: Service mapping within the
Government of Saskatchewan
Welcome & Introduction
ƒ Members from all levels of government across
Canada
ƒ SMSC Co-Chairs:
ƒ Federal: Serge Caron, Treasury Board of
Canada Secretariat
ƒ Provincial: Richard Liu, Province of Nova
Scotia
ƒ Municipal: Adele McDonald, City of
Edmonton
Welcome & Introduction
ƒ SMSC MANDATE
ƒ To provide an inter-jurisdictional information-exchange forum -
communications ‘hub’ for topics and initiatives of interest for
service mapping specialists and enterprise architects within all
orders of government in Canada
ƒ To provide an advisory function to the joint councils (PSCIOC,
PSSDC), and other joint inter-jurisdictional citizen-centric service
mapping and modeling initiatives
ƒ To explore and engage broader public/private sector
participation and support for the related efforts of the interjurisdictional community as a whole
ƒ To provide stewardship and governance for the continued
evolution of the Canadian Governments Reference Model
(CGRM).
Welcome & Introduction
ƒ For more about the SMSC go to the Institute for
Citizen-Centred Service (ICCS) website:
http://www.iccs-isac.org
ƒ To view previous webinars:
http://www.iccs-isac.org/about/media-library
Welcome & Introduction
ƒ Today’s Webinar: Service mapping within the
Government of Saskatchewan
ƒ Dave Morhart, Senior Enterprise Consultant
Government of Saskatchewan
ƒ Jim Alexander and Peter Dyck from KPMG
Saskatchewan
Service Mapping
PSSDS/PSCIOC Service Mapping SubCommittee
15 May 2013
Contents
1. Background and Context
2. Why Service Mapping?
3. Service Mapping Pilot Initiative in Saskatchewan
4. Key Findings and Recommendations from Pilot Engagement
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
1
Background and
Context
Background and Context
•Citizen Centred Service (CCS) in Saskatchewan
• CCS has been identified as a key pillar for public service renewal in
Saskatchewan.
• A cross-government Committee of Deputy Ministers and Crown Heads has been
established to advance CCS in Saskatchewan.
•CCS Strategy for Saskatchewan
• A variety of CCS methodologies are available to initiate change. (e.g. channel
management, learning and development, citizen engagement, service
standards, service design and delivery improvements, etc).
• Service mapping was identified as key foundational component to building a
CCS strategy.
•Service Mapping Pilot Initiative
• Develop a methodology to better understand current service delivery
environment and provide the foundational information required to identify service
improvement opportunities.
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Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
3
Why Service
Mapping
Why Service Mapping: The Issues
Service mapping is a
foundational component in the implementation
of a citizen-centred service strategy.
Service mapping can help identify opportunities
for improved service delivery to both citizens and
businesses.
Service Improvement Roadmap
Optimize
Transform
Converge
Personalize
Transact
Initiate
Interact
In many Government organizations:
Plan
• The onus is still largely on citizens to navigate
through a complex array of programs and
services.
Access
Citizen Value Time
2010‐11
• Opportunities to achieve synergies are lost .
2011‐12
2012‐13
2013‐14
2014‐15
2015 +
Service Mapping
• The compliance burden is greater than it needs to be.
• Internally, service standards are inconsistent and limited economies of scale are
realized due to the many different websites, call centres and offices that are managed
by different organizations with varying levels of expertise.
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5
Why Service Mapping: The Benefits of Service Mapping
• Provides a better understanding of the current
state of service delivery
− Includes service fees, service and client volumes,
eligibility and authentication requirements.
• Provides a citizen-centred view of services:
− Captures information about “target groups”, “needs”
and “value contributions.
• Groups services as an aid to identifying
potential service “bundles” around:
− Citizen groups (e.g. Businesses, Farmers, Aboriginals)
− Life cycle transitions (e.g. Graduation, Retirement)
Service Improvement Roadmap
Optimize
Transform
Converge
Personalize
Transact
Initiate
Interact
Plan
Access
Citizen Value Time
2010‐11
− Needs (e. g. Housing, Recreation, Mobility)
2011‐12
2012‐13
2013‐14
2014‐15
2015 +
Service Mapping
• Provides input into an organization’s channel strategy
− Current channels used and plans for emerging channels
− Potential to increase use of automated service agents
• Identifies opportunities for improved service delivery
− “Joined-up” services and common underlying infrastructure
− Streamlined service delivery processes
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
6
KPMG’s Service Mapping Experience
1. Alberta Seniors and Community Supports
These Projects:
2. Seniors Cluster Service Mapping Initiative
•Identified improvement
opportunities and made specific
recommendations that provided
the foundation for significant
business transformation initiatives
3. Youth Segment, Service Vision for
Canadians
4. Target Pilot Projects for BTEP Adoption in
Manitoba
5. City of Toronto Core Service Review
6. Manitoba First Nations Public Health Service
Mapping
7. City of Toronto eService Strategy
8. City of Calgary eGovernment Strategy and
Roadmap
•Used an Enterprise Architecture
(EA) approach and public sector
reference models
•Demonstrate experience in
Federal, Provincial, Municipal
jurisdictions
9. Province of Saskatchewan Citizen-Centred
Service Roadmap
10. Province of Saskatchewan Service Mapping
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
7
Methodology: The Business Transformation Enablement Program
(BTEP)
• Specifically designed to support major public sector business transformation
initiatives that have a service mapping component
• Includes the Governments of Canada Strategic Reference Model (GSRM) that
provides:
• A common language for consistent service mapping
• Business models to support analysis and identification of service improvement
opportunities
• Endorsed by Public Sector CIO Council (PSCIOC) and the Public Sector Service
Delivery Council (PSSDC)
• Used successfully by KPMG in a number of service mapping engagements
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
8
A Reference Model for the Public Sector
Jurisdictions
Provider
Organizations
Governance
Outcomes
Target
Groups
Outputs
Individual
Citizens and
Businesses
Programs
Accomplish
Accountability
Roles
Responsibility
Services
Deliver
Processes
Authority
Used in
Resources
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Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
9
19 GSRM Service Types – A Standard Way to Classify Government Services
1. Provide funds
2. Provide resources
3. Provide transport
4. Provide advisory encounters
5. Provide matches, referrals, and
linkages
10. Provide care and rehabilitation
encounters
11. Provide periods of agreement
12. Provide periods of permission
13. Provide periods of protection
14. Provide findings
6. Provide new knowledge
15. Provide interventions
7. Provide promotional encounters
16. Provide rulings and judgments
8. Provide recreational and cultural
encounters
17. Provide penalties and periods of
sanction
9. Provide educational and training
encounters
18. Provide rules
19. Provide implemented changes
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10
Service Mapping
in Saskatchewan
Pilot Initiative
Project Deliverables
• Service Inventory for the 4 Organizations, focusing on services offered to citizens and
businesses
• Business models to reveal the linkages and dependencies across services and to
form the basis for analysis
• Identify both short and long-term service improvement opportunities (e.g. common
supporting services, streamlined service delivery)
• Perform service bundling analysis to identify potential groupings of services from a
citizen perspective, by target group, need and lifecycle transition
• Analyze channel information to provide input into a channel strategy
• Improved online access to services (short-term)
• Multi-channel service delivery strategy
• Recommended approach for completing service mapping that leverages learnings
and experiences from this engagement
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Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
12
Service Mapping Process
1. Develop initial service mapping template:
• Analyze and leverage existing information (2005 inventory of services) to identify
starting set of service descriptors
• Import relevant information into data collection template
2. Conduct stakeholder orientation
3. Meet one-on-one with stakeholders:
• Review and refine initial service mapping data previously captured
• Clarify scope of service mapping and identify gaps
4. Stakeholders complete service mapping
• Assistance from KPMG available in-person and through teleconference
5. KPMG reviews service maps for consistency and accuracy
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
13
Service Mapping Process: Descriptors
Identifying Services:
•Department
•Branch
•Service Description
From 2005
Service Inventory
•Service Owner
•Program
•Service Output
•Service Name
•Service Output Type
•Service Fees
•Authentication
Requirements
Service Bundling and Identification
of Improvement Opportunities:
Inferred from 2005
Service Inventory
Service Channel Strategy
•Target Group
•Service Tier
•Recognized Needs
•Existing Service Channels
•Value Contribution
•Life Events
Inferred from 2005
Service Inventory
Prescribed by GSRM
•Service volume
•Service delivery locations
•Transitions
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Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
14
Methodology: Bundling Services Based on Target Groups and Needs
• The GSRM defines a program
outcome as “a desired future state
based on a target group and their
need.”
Level 0
Citizen
Level 1
Level 2
• Defining target groups and their
needs therefore provides the
foundation for defining program
outcomes.
Business
Target Group
Target Group
Senior
Employee
Disabled
Personal Care Home
University
Cultural Institution
Senior Needs
Personal Care Home Needs
Transportation
Long-term Care
Prescription Medicine
Employees
Funds
Compliance with legislation
and regulations
Service 1
Service 1
• A standard definition of target groups and needs supports:
• Reducing risk of program and service misalignment
• Focusing efforts and resources in best direction
• Further segmentation of the target group (e.g., What if 20% of target group members
consume 80% of program resources?)
• Ability to identify linkages across programs with common target groups and/or
needs
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
15
x
x
x
Funds
x
Employees
x
Employment
x
Education
x
Compliance with
legislation/regulations
x
Compensation
x
Treatment for sickness /
diseases
x
Protection from sickness /
diseases
Health information
x
Prescription Medicine
Access to healthcare
services
x
Medical supplies,
equipment and devices
Recreation
x
Long-term care
Fitness
x
Laboratory Information
Appreciation for
Saskatchewan's Heritage
TARGET GROUPS
Appreciation for
Saskatchewan's Culture
Methodology: Target Group / Need Matrix
Individuals
General Population
x
Age Based:
New-Born
Children
x
x
x
x
x
Youth
x
x
x
x
x
Senior
x
x
x
x
x
x
x
x
x
Family
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
Gender / Status Based:
x
Aboriginals
x
Disabled
x
x
Women
x
x
x
x
x
x
x
x
x
x
x
Role Based:
Employee
Farmers
x
Health care professionals
x
Researchers
x
x
x
x
x
x
x
x
Student K-12
x
x
Student Post-Secondary
x
x
Tourists
x
x
x
x
x
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
16
Methodology: Identifying Opportunities Based on Target Groups and
Needs
REGION OF NIAGARA
LOCAL MUNICIPALITY
FEDERAL GOVERNMENT
Veterans Affairs Canada
Region of Niagara Police
Region of Niagara Respite Program
Local Municipality
Social Development Canada - Income Security Program
R Wandering Registration
F Veteran Counselling and
Referral
F Veteran Disability
Pension Claim and Support
F Veteran Direct Hospital
Care Funding
F Veteran Emergency Minor
Disbursement Funding
F Canada Pension Plan
(CPP) Retirement
F Allowance for the
Survivor (ALWS)
Veteran Counselled and
Referred
Veteran Disability Pension
Claim Payment
Veteran Direct Hospital Care
Payment
Veteran Emergency Minor
Disbursement
CPP RTR Payment
ALWS Payment
F Veteran Disability
Pension
F Veteran Disability
Allowance
F Veteran Home Support
Funding
F Veterans Funeral and
Burial Funding
F Guaranteed Income
Supplement (GIS)
F Old Age Security (OAS)
Basic
Disability Pension Payment
Veteran Disability Allowance
Payment
Veteran Home Support
Payment
Veteran Funeral and Burial
Payment
Guaranteed Income
Supplement Payment
OAS Basic Payment
F Veteran Treatment
Benefits
F Veterans Social and
Medical Transportation
Funding
F Veterans Ambulatory
Health Care Funding
F Veteran Aids for Daily
Living
Veteran Treatment Benefit
Award
Veteran Social and Medical
Transportation Payment
Veteran Ambulatory Health
Care Payment
F War Veteran Income
Support
F Veteran Home Adaptation
Funding
F Prisoner of War Pension
Compensation
L Transit Fare Reduction
for Seniors
L Property Tax Deferral
L Enhanced Garbage
Collection
Public transit rates
Property tax deferral
Domestic garbage pickup
L Handi Transit
Handicap Trip
R Respite Companion
Respite
Caregiver Respite
R Respite Companion
Education
R Respite Companion
Recreational Activity
Respite Companion Course /
Training Session
Recreational Activity
LOCAL
LOCAL SERVICES
SERVICES
R Respite Companion
Subsidization
R Respite Companion
Recreational Activity
Respite Companion Subsidy
Payment
Recreational Activity
L Emergency Notification
Emergency Contact
At risk individual registered
R Crimes Against Seniors
Advisory/Consultation
Crimes against Seniors
advice and consultation
R Senior Abuse Prevention
ALW Payment
Veteran Aid
R Niagara Gate Keepers
Seniors at Risk Identification
and Assistance Training
Health Canada
FEDERAL
FEDERALSERVICES
SERVICES
War Veteran Income
Payment
Veteran Home Adaptation
Payment
Prisoner of War Pension
Benefit
Health Information
F Veteran Emergency
Assistance Funding
F Veterans Health
Promotion
Veteran Screened
Veteran Home Support
Payment
Veteran Emergency
Assistance Payment
Veteran Health Course
F Disease Prevention,
Health Protection and
Promotion
Disease Prevention, Health
Protection Campaign
Legal, Collective, Democratic & Human Rights Protection
Š
F Veteran Disability
Pension Appeal
F Veteran Long Term Care
Subsidy
F Veteran Emergency
Benevolent and Trust
Funding
F Veteran Direct Hospital
Care
Veteran Disability Pension
Appeal Judgment
Veteran Long Term Care
Subsidy Payment
Veteran Emergency
Benevolent and Trust
Payment
Veteran Direct Hospital
Treatment
Preventable Disease
Vaccination
Region of Niagara Housing
F Health Information
Awareness
Veteran Commemorated
F Veteran Home Support
Funding
R Vaccine Preventable
Disease Program
SENIOR
F Veterans Commemoration
F Veterans Screening
Senior Abuse Awareness
Campaign
Region of Niagara Public Health
F Allowance (ALW)
R Affordable housing for
seniors
R Sexuality and Aging
Sexual Health Education
R Public Health Inspections
and Infectious Disease
Affordable Housing Payment
Sexuality and Aging Sexual
Health Training Session
Public Health Violation
Rectified
R Adult/senior rental
subsidy
R Cancer Prevention and
Early Detection Screening
R Family (of seniors)
Education and Support
Rent Subsidy
Cancer Prevention and Early
Detection Evaluation
Family Support Session
Acknowledgement
Š
Š
Region of Niagara Supportive Housing
Š
R Supportive Housing
Resident Information and
Referral
Income
Public Health
Š
R Long Term Care
Enhanced Personal Care
R Long Term Care Palliative
Care
Fee for service personal care
Palliative Care
R Long Term Care
Nutritional Intake and Meal
Provision
Region of Niagara Adult Day Program
Food / Nourishment
Socio-Economic Development
Canada Revenue Agency - Individual Returns and Payments Processing Directorate
Long-Term Care Reference
Long Term Care Overnight
Stay
Shelter
Public Health
Care & Rehabilitation
R Long Term Care
Information and Referral
Crime Awareness Course
R Long Term Care
Overnight Stay
Public Health
F First Nations & Inuit
Health Care
Region of Niagara Long-Term Care
R Crime Awareness
Education for Seniors
Supportive Housing
Information & Referral
Health
R Supportive Housing
Medication Coordination
R Adult Day Participant
Information and Referral
Medication Coordinated
Adult Day Participant Referral
REGIONAL
REGIONALSERVICES
SERVICES
Nutritious Meal
R Adult Day Personal Care
R Day Care Overnight Stay
(in Long Term Care Facility)
R Long Term Care Psychosocial Support
Personal Care
Day Care Overnight Stay
Psycho-social consultation
R Adult Day Medication
Monitoring
R Long Term Care
Accommodation
R Long Term Care Pastoral
Care
Public Safety
F Tax Filing for Seniors
Seniors Taxes Filed
F Federal Age Amount
Transfer
P Ontario Property Tax
Credit
Tax Credit
Tax Credit
F T1S-A Ontario Senior
Personal Income Tax and
Benefits Return
F Registered Retirement
Saving Plan Advisory
P Ontario Provincial Age
Amount
Ontario Senior's Paper Tax
Filing
RRSP Advice
Tax Credit
Š
Safety
R Supportive Housing
Physical & Emotional
Health Counseling
Social Development
Š
Socialization
Legal, Collective, Democratic & Human Rights Protection
Š
F Federal Age Amount
Credit
P Ontario Provincial Age
Amount Transfer
P Ontario Sales Tax Credit
Tax Credit
Tax Credit
Tax Credit
R Supportive Housing
Personal Care
R Adult Day Psycho-social
Support
Supportive Housing Physical
& Emotional Health
Counseling Session
Personal Care
Psycho-social Support
Session
Medication Monitored
Long Term Care
accommodation
Pastoral care
R Supportive Housing
Recreational Activities
R Supportive Housing
Accommodation
R Adult Day Recreation
Activity
R Adult Day Enhanced
Personal Care
R Long Term Care Basic
Personal Care
R Long Term Care Respite
Care
Recreational Exercise
Supportive Housing Unit
Recreational Exercise
Personal care
Vacation Care
R Supportive Housing
Health Education
R Supportive Housing
Personal Support
R Adult Day Meal Provision
R Adult Day Rehabilitation
R Long Term Care
Medication
R Long Term Care
Rehabilitation
Supportive Housing Health
Education Session
Personal Support
Meal
Rehabilitation Session
Medication Administration
Rehabilitation Care
Respect
Education
Š
Education
Public Health
Š
Enhanced Personal Care
Meaningful Activity / Recreation
Public Health
Š
Clothing
Legal, Collective, Democratic & Human Rights Protection
Š
Independence
Ontario Seniors Secretariat
P Retirement Homes Complaint
Response Information Service:
Ontario Residential Care
Association Funding
P Senior Advocacy
Residential Care Association Grant
Seniors Promotional
Campaign
Province of Ontario
Ontario Ministry of Economic
Development & Trade
Ontario Ministry of Consumer and
Business Services
P Senior Lifestyle
Education
P Senior Lifestyle
Education Funding
P Congratulatory Messages
P Life Event Bundles:
Getting Ready to Retire, …
Senior Lifestyle Course
Seniors Lifestyle Education
Payment
Congratulatory Message
Received
New Senior Advice
Community Care Access Centres
A Public Service
Information and Referral
A In-home Social Work
PROVINCIAL
PROVINCIALSERVICES
SERVICES
Public Service
Information Referral
A In-home Occupational
Therapy
Occupational Therapy
Treatment
Ontario Ministry of Community Safety and Correctional Services
P Community Emergency
Response Volunteers
(CERV) Ontario
Social Work Counseling
Session
Physiotherapy Treatment
A In-home Personal
Support and Homemaking
A In-home Speech
Language Pathology
In-home Personal Support
and Homemaking Visit
Speech Language Pathology
Treatment
Ontario Ministry of Municipal Affairs and
Housing
P Older & Wiser
Assisted Public Housing &
Rent Supplement Payment
Ontario Ministry of Health and Long-Term Care
A Friendly Visiting
A Co-ordinates Home
Maintenance and Repair
P Seniors Infoline
P Patient Advocate
P Disabled Person Parking
Permit (DPPP)
P Collision Re-Examination
Adult / Senior Information /
Referral
Friendly Visit
Home Maintained / Repaired
Seniors Information
Patient Finding
Disabled Person Parking
Permit
Collision Re-Examination
Licence Issued
A Congregate Dining
A Call and Reassurance
A Meals on Wheels
P Vaccine Preventable
Disease Funding
P Seniors Care Education
P Senior Driver Group
Education
P Driver Licence Renewal
Program for Controlled
Class Drivers
Congregate Dining Meal
Reassurance Call
In-home Meal
Vaccine Preventable Disease
Payment
Seniors Care Course
Senior Driver Group Course
Controlled Class Driver
Licence Renewed
A In-home Nursing Care
A In-home Dietetics
A Volunteer Transportation
Assistive Device Rental
Subsidy
Nursing Visit / Shift
Dietetics Session
Volunteer Provided Trip
Ontario Ministry of Finance
P Senior Achievement
Award
Ontario Ministry of Agriculture & Food
P Ontario Tax Credits
System, Property and Sales
Tax Credits for Seniors
P Common Sense Nutrition
for Seniors
Tax Credit
Nutrition Information
P Guaranteed Annual
Income System (GAINS)
P Community Food Advisor
Program
GAINS Payment
Community Food Advice
Senior Achievement Award
Granted
Ontario Ministry of Transportation
A Adult/Senior Information
and Referral
A Assistive Device Rental
Funding
Ontario Ministry of Citizenship &
Immigration
P Assisted Public Housing
& Rent Supplement
Senior Lifestyle Course
Community Support Services
A In-home Physiotherapy
P SeniorBusters (an
extension of PhoneBusters)
Ontario Ministry of the Attorney General
P Property Guardianship
P Guardianship
Investigation
Property Stewarded
Guardianship Investigation
Finding
Ontario Ministry of Community and
Social Services
P Substitute Medical Care
Treatment and Admission
to LTC
P Soldiers Aid Commission
Medical Treatment
Soldiers Aid Benefit Payment
P Community Injury
Prevention Program (CIPP)
Funding
P Senior Driver Licence
Renewal Program
P Personal Care
Guardianship
P Ontario Works Funding
CIPP Payment
Senior Driver Licence Issued
Personal Care Decision
Ontario Works Benefit
Payment
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
Common
Case Mgt?
17
Methodology: Bundling Services Based on Transitions
Preferred State
Senior:
Healthy
Vaccination
Service
•Recovers
Public Health
Warnings
•Is treated
Senior:
Sick
• Service bundles organize services into “bundles”
associated with transitions based on a program
strategy that either:
• Supports a target group member transition to a
preferred state
• Inhibits a target group member transition to a unpreferred state
• Detects a state change
• The example on the left shows a service bundle
that is intended to inhibit a senior’s transition to an
un-preferred state of “being sick.”
Un-preferred State
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Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
18
Methodology: Identifying Opportunities Based
on Transitions
Define “bundles” by identifying services around
life events and transitions
Set context for co-ordination of efforts and
aligning performance across providers
Show services by type or jurisdiction that must “fit
together” to make a difference for the target group
Identify opportunities for common or standardized
processes to “join up” services in the bundle
Highlight life cycle transitions that are underserved by existing services
M u lt i- ju r is d ic t io n a l T r a n s it io n O u t p u t B u n d le s f o r S e r v ic e s t o S e n io r s
S o r te d b y S e r v ic e O u tp u t T y p e
S E N IO R S A F E T Y
Fu n ds:
P S e n i o r L i f e s t y le E d u c a t i o n F u n d in g
R R e s p i te C o m p a n i o n S u b s i d i z a ti o n
C a r e & R e h a b ili t a t i o n :
P In - h o m e S o c i a l W o r k
R R e s p i te C o m p a n i o n R e s p i te
R L o n g T e r m C a r e R e s p i te C a r e
E d u c a t io n a l & T r a i n i n g E n c o u n t e r s :
P S e n i o r B u s te r s ( a n e x te n s i o n o f P h o n e B u s te r s )
R C r i m e A w a r e n e s s E d u c a t i o n f o r S e n io r s
R R e s p i t e C o m p a n i o n E d u c a t io n
P S e n i o r L i f e s t y le E d u c a t i o n
R e c r e a t io n a l & C u l t u r a l E n c o u n t e r s :
R R e s p i te C o m p a n i o n R e c r e a ti o n a l A c ti v i ty
Fu n d s:
P S e n i o r L if e s t y le E d u c a t io n F u n d i n g
P O n t a r io P r o p e r t y T a x C r e d i t
P A s s i s t i v e D e v ic e R e n t a l F u n d i n g
A bu sed
A d v is o r y E n c o u n t e r s :
F V e t e r a n C o u n s e l l in g a n d R e f e r r a l
P L i f e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e ,
P u r s u in g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g
S e n io r s H e a l t h C a r e R e s o u r c e s
P S e n i o r s I n f o l in e
R F a m i l y ( o f s e n i o r s ) E d u c a ti o n a n d S u p p o r t
R C r i m e s A g a i n s t S e n i o r s A d v is o r y / C o n s u lt a t io n
S E N IO R H O U S IN G
F un d s:
P S e n io r L if e s t y l e E d u c a t io n F u n d i n g
P O n t a r i o P r o p e r t y T a x C r e d it
F V e te r a n H o m e A d a p t a ti o n F u n d i n g
F V e t e r a n H o m e S u p p o r t F u n d in g
P A s s is t e d P u b l i c H o u s in g & R e n t S u p p l e m e n t
P O n t a r i o T a x C r e d it s S y s t e m ,
P r o p e r t y a n d S a le s T a x C r e d i t s f o r S e n i o r s
R A f f o r d a b le h o u s i n g f o r s e n i o r s
R A d u lt / s e n io r r e n t a l s u b s i d y
P A s s is t iv e D e v i c e R e n t a l F u n d i n g
P R e t i r e m e n t H o m e s C o m p la i n t R e s p o n s e I n f o r m a t i o n
In a d e q u a t e ly
H o used
R e s o u r c e ( U n it s o f ) :
R D a y C a r e O v e r n ig h t S t a y
R S u p p o r t i v e H o u s in g A c c o m m o d a t io n
R L o n g T e r m C a r e A c c o m m o d a ti o n
R L o n g T e r m C a r e O v e r n ig h t S t a y
E d u c a t io n a l & T r a i n i n g E n c o u n t e r s :
P S e n i o r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )
P S e n i o r L if e s t y le E d u c a t io n
S E N IO R E N G A G E M E N T
E d u c a t io n a l & T r a i n i n g E n c o u n t e r s :
R N i a g a r a G a te K e e p e r s
P S e n i o r B u s te r s ( a n e x t e n s i o n o f P h o n e B u s te r s )
R C r im e A w a r e n e s s E d u c a t i o n f o r S e n io r s
R R e s p i t e C o m p a n i o n E d u c a t io n
R e c r e a t io n a l & C u l t u r a l E n c o u n t e r s :
R R e s p i t e C o m p a n i o n R e c r e a t i o n a l A c t iv i t y
Fu n ds:
P S e n i o r L i f e s t y le E d u c a t i o n F u n d in g
R R e s p i t e C o m p a n i o n S u b s i d i z a t io n
C a r e & R e h a b ili t a t i o n :
R R e s p i te C o m p a n i o n R e s p i te
A d v is o r y E n c o u n t e r s :
F V e t e r a n C o u n s e ll in g a n d R e f e r r a l
P L if e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e ,
P u r s u i n g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g
S e n io r s H e a l t h C a r e R e s o u r c e s
P S e n i o r s I n f o l in e
R F a m il y ( o f s e n i o r s ) E d u c a t i o n a n d S u p p o r t
R S u p p o r t iv e H o u s i n g P h y s ic a l & E m o t i o n a l H e a l t h
C o u n s e li n g
R C a r e g i v e r E d u c a ti o n a n d In fo r m a ti o n S u p p o r t
R C r im e s A g a i n s t S e n i o r s A d v i s o r y / C o n s u lt a t i o n
M a t c h e s , R e f e r r a ls & L in k a g e s :
P P u b l ic S e r v ic e I n f o r m a t i o n a n d R e f e r r a l
P A d u l t / S e n i o r I n f o r m a t io n a n d R e f e r r a l
R S u p p o r t iv e H o u s i n g R e s i d e n t I n f o r m a t i o n a n d
R e fe r r a l
R S e n i o r S e r v i c e I n f o r m a t io n I n t a k e & R e f e r r a l
R e s o u r c e ( U n it s o f ) :
F V e t e r a n A i d s f o r D a il y L i v in g
R C o n g r e g a t e D in i n g
R A d u lt D a y M e a l P r o v i s io n
A d v o c a c y & P r o m o t io n a l E n c o u n t e r s :
R S e n i o r A b u s e P r e v e n ti o n
M o v e m e n ts :
R V o lu n t e e r T r a n s p o r t a t io n
Is o la t e d
M a t c h e s , R e f e r r a l s & L in k a g e s :
P P u b li c S e r v i c e I n f o r m a t io n a n d R e f e r r a l
P A d u lt / S e n i o r I n f o r m a t i o n a n d R e f e r r a l
R S u p p o r t i v e H o u s in g R e s i d e n t I n f o r m a t io n a n d
R e fe r r a l
R S e n io r S e r v ic e I n f o r m a t i o n I n t a k e & R e f e r r a l
R S u p p o r t i v e H o u s in g V o l u n t e e r C o - o r d in a t i o n
E d u c a t i o n a l & T r a in in g E n c o u n t e r s :
R N ia g a r a G a t e K e e p e r s
P S e n io r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )
A d v o c a c y & P r o m o t io n a l E n c o u n t e r s :
P S e n io r A d v o c a c y
A d v is o r y E n c o u n te rs :
F V e t e r a n C o u n s e l li n g a n d R e f e r r a l
P L i f e E v e n t B u n d l e s : G e t t i n g R e a d y t o R e t ir e ,
P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F in d i n g
S e n i o r s H e a lt h C a r e R e s o u r c e s
P S e n io r s I n f o l i n e
R F a m i ly ( o f s e n i o r s ) E d u c a t io n a n d S u p p o r t
R S u p p o r t i v e H o u s in g P h y s i c a l & E m o t io n a l H e a lt h
C o u n s e l in g
R C a r e g iv e r E d u c a t io n a n d I n f o r m a t io n S u p p o r t
M a t c h e s , R e f e r r a ls & L i n k a g e s :
P P u b l i c S e r v ic e I n f o r m a t i o n a n d R e f e r r a l
P A d u l t/ S e n i o r I n fo r m a ti o n a n d R e fe r r a l
R S u p p o r t iv e H o u s i n g R e s id e n t I n f o r m a t i o n a n d
R e fe r r a l
R S e n i o r S e r v i c e I n fo r m a ti o n In t a k e & R e f e r r a l
M o ve m e nts :
M H a n d i T r a n s it
A d v is o r y E n c o u n te rs :
F V e t e r a n C o u n s e l li n g a n d R e f e r r a l
P L i f e E v e n t B u n d l e s : G e t t i n g R e a d y t o R e t ir e ,
P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F in d i n g
S e n i o r s H e a lt h C a r e R e s o u r c e s
P S e n io r s I n f o l i n e
P F a m i ly ( o f s e n i o r s ) E d u c a t i o n a n d S u p p o r t
R u li n g s & J u d g m e n t s :
F V e t e r a n D is a b i l it y P e n s i o n A p p e a l
P r o t e c t io n ( P e r i o d s o f ) :
M , R E m e r g e n c y N o t if ic a t io n
G u a r d i a n s h ip I n v e s t i g a t i o n
P P a t ie n t A d v o c a t e
C a r e & R e h a b il it a t io n :
P I n - h o m e P e r s o n a l S u p p o r t a n d H o m e m a k in g
A d v is o r y E n c o u n t e r s :
F V e t e r a n C o u n s e ll i n g a n d R e f e r r a l
P L if e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e ,
P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F i n d i n g
S e n io r s H e a lt h C a r e R e s o u r c e s
P S e n i o r s I n f o l in e
R F a m il y ( o f s e n i o r s ) E d u c a t io n a n d S u p p o r t
R e c r e a t io n a l & C u l t u r a l E n c o u n t e r s :
P F r ie n d l y V is i t i n g
R S u p p o r t iv e H o u s i n g R e c r e a t i o n a l A c t i v i t i e s
R L o n g T e r m C a r e R e c r e a t io n a l A c t i v it y
R L o n g T e r m C a r e P a s to r a l C a r e
R A d u l t D a y R e c r e a ti o n A c ti v i ty
R e c r e a t io n a l & C u lt u r a l E n c o u n t e r s :
P F r i e n d ly V i s it in g
P S e n io r A c h i e v e m e n t A w a r d
P C o n g r a tu l a to r y M e s s a g e s
F V e t e r a n s C o m m e m o r a t io n
F in d in g s :
P G u a r d i a n s h ip I n v e s t i g a t i o n F in d i n g
P e r m is s io n ( P e r i o d s o f ) :
R W a n d e r in g R e g i s t r a t io n
F i n d in g s :
P G u a r d i a n s h i p I n v e s ti g a ti o n F i n d i n g
P r o t e c t io n ( P e r io d s o f ) :
M , R E m e r g e n c y N o t if ic a t i o n
P P a t ie n t A d v o c a t e
C a r e & R e h a b ili t a t i o n :
P In - h o m e S o c i a l W o r k
R L o n g T e r m C a re P s y c h o -s o c ia l S u p p o r t
R A d u lt D a y P s y c h o -s o c ia l S u p p o rt
P In - h o m e O c c u p a ti o n a l T h e r a p y
E d u c a t io n a l & T r a i n i n g E n c o u n t e r s :
R N ia g a ra G a te K e e p e rs
P S e n i o r B u s te r s ( a n e x te n s i o n o f P h o n e B u s te r s )
E d u c a t i o n a l & T r a in in g E n c o u n t e r s :
P S e n io r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )
P S e n io r L if e s t y l e E d u c a t io n
R S e x u a l i ty a n d A g i n g S e x u a l H e a l th P r o g r a m
P S e n io r D r iv e r G r o u p E d u c a t io n P r o g r a m
P e r m is s io n ( P e r i o d s o f ) :
R W a n d e r in g R e g i s t r a t io n
A d v o c a c y & P r o m o t io n a l E n c o u n t e r s :
R S e n i o r A b u s e P r e v e n ti o n
Fu n ds:
P S e n i o r L i f e s t y le E d u c a t i o n F u n d in g
P A s s i s t i v e D e v ic e R e n t a l F u n d in g
F V e t e r a n D is a b i li t y P e n s i o n C la i m a n d S u p p o r t
F V e t e r a n D is a b i li t y A l l o w a n c e
F V e t e r a n s S o c ia l a n d M e d ic a l T r a n s p o r t a t i o n F u n d i n g
F V e t e r a n D is a b i li t y P e n s i o n
P C o m m u n it y E m e r g e n c y R e s p o n s e V o lu n t e e r s
( C E R V ) O n t a r io
R e s o u r c e ( U n it s o f ) :
F V e t e r a n A id s f o r D a i ly L iv i n g
R C o n g r e g a te D i n i n g
R A d u lt D a y M e a l P ro v is io n
F un d s:
P S e n io r L if e s t y l e E d u c a t io n F u n d i n g
P A s s is t iv e D e v i c e R e n t a l F u n d i n g
P C o m m u n i t y I n ju r y P r e v e n t i o n P r o g r a m ( C I P P )
F u n d in g
P C o m m u n i ty E m e r g e n c y R e s p o n s e V o l u n te e r s
(C E R V ) O n ta rio
M a t c h e s , R e f e r r a ls & L i n k a g e s :
P P u b l ic S e r v ic e I n f o r m a t i o n a n d R e f e r r a l
P A d u l t/ S e n i o r I n fo r m a ti o n a n d R e fe r r a l
R S u p p o r t iv e H o u s i n g R e s id e n t I n f o r m a t i o n a n d
R e fe r r a l
R S e n i o r S e r v i c e I n f o r m a t io n I n t a k e & R e f e r r a l
F V e te ra n s S c re e n in g
R L o n g T e r m C a r e In fo r m a ti o n a n d R e fe r r a l
R A d u l t D a y P a r t ic i p a n t I n f o r m a t i o n a n d R e f e r r a l
P e r m i s s i o n ( P e r io d s o f ) :
P D is a b l e d P e r s o n P a r k i n g P e r m i t ( D P P P )
P S e n io r D r iv e r L i c e n c e R e n e w a l P r o g r a m
P C o ll is i o n R e - E x a m i n a t i o n P r o g r a m
P D r i v e r L i c e n c e R e n e w a l P r o g r a m f o r C o n t r o l le d
C la s s D riv e rs
A d v o c a c y & P r o m o t io n a l E n c o u n t e r s :
P S e n io r A d v o c a c y
P e r m is s io n ( P e r i o d s o f ) :
P D i s a b le d P e r s o n P a r k in g P e r m it ( D P P P )
M a t c h e s , R e f e r r a l s & L in k a g e s :
P P u b li c S e r v i c e I n f o r m a t io n a n d R e f e r r a l
P A d u lt / S e n i o r I n f o r m a t i o n a n d R e f e r r a l
R S u p p o r t i v e H o u s in g R e s i d e n t I n f o r m a t io n a n d
R e fe r r a l
R S e n io r S e r v ic e I n f o r m a t i o n I n t a k e & R e f e r r a l
F V e te r a n s S c r e e n i n g
R L o n g T e r m C a r e I n f o r m a t io n a n d R e f e r r a l
R A d u lt D a y P a r t i c ip a n t I n f o r m a t i o n a n d R e f e r r a l
P C o - o r d i n a t e s H o m e M a in t e n a n c e a n d R e p a i r
R u li n g s & J u d g m e n t s :
F V e t e r a n D is a b i li t y P e n s i o n A p p e a l
P e r m i s s i o n ( P e r io d s o f ) :
P S u b s t i t u t e M e d ic a l C a r e T r e a t m e n t a n d A d m is s i o n t o
LT C
S e n io r ’s D e s ir e d S ta t e :
E n g a g e d , H e a lth y , S a f e ,
F in a n c ia lly S e c u r e &
A d e q u a t e ly H o u s e d
R u l in g s & J u d g m e n t s :
F V e t e r a n D i s a b il i t y P e n s io n A p p e a l
F un d s:
P S e n i o r L if e s t y l e E d u c a t io n F u n d i n g
P C o m m u n i t y I n ju r y P r e v e n t i o n P r o g r a m
F u n d in g
A d u lt
( C IP P )
R e s o u r c e ( U n it s o f ) :
P M e a ls o n W h e e ls
M E n h a n c e d G a r b a g e C o ll e c t i o n
S E N IO R F IN A N C E S
L A T E R S T A G E O F L IF E (S E N IO R )
H e a lt h y
F u n ds:
P S e n i o r L i f e s t y le E d u c a t i o n F u n d in g
P O n ta r i o P r o p e r ty T a x C r e d i t
F W a r V e te r a n In c o m e S u p p o r t
F F e d e r a l A g e A m o u n t C r e d it
F F e d e r a l A g e A m o u n t T r a n s fe r
F O l d A g e S e c u r it y ( O A S ) B a s i c
F C a n a d a P e n s io n P l a n ( C P P ) R e t i r e m e n t
P S o l d ie r s A id C o m m is s i o n
P O n t a r i o P r o v i n c ia l A g e A m o u n t
P O n t a r i o P r o v i n c ia l A g e A m o u n t T r a n s f e r
P O n t a r i o S a l e s T a x C r e d it
P P r o p e r t y G u a r d ia n s h i p
S ic k
S e n io r
C r i te r io n
M e t
E d u c a t io n a l & T r a in i n g E n c o u n t e r s :
P S e n i o r B u s t e r s ( a n e x te n s i o n o f P h o n e B u s te r s )
P S e n i o r L i f e s t y le E d u c a t i o n
A d e q u a t e ly
H oused
I n a d e q u a t e ly
H oused
S a fe
A bused
A d v is o r y E n c o u n t e r s :
F V e t e r a n C o u n s e l l in g a n d R e f e r r a l
P L i f e E v e n t B u n d l e s : G e t t in g R e a d y t o R e t i r e ,
P u r s u in g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g
S e n io r s H e a l t h C a r e R e s o u r c e s
P S e n i o r s I n f o l in e
R F a m i l y ( o f s e n i o r s ) E d u c a ti o n a n d S u p p o r t
F T a x F i li n g f o r S e n i o r s
F T 1 S - A O n t a r i o S e n io r P e r s o n a l I n c o m e T a x a n d
B e n e f it s R e t u r n
F R e g i s t e r e d R e t i r e m e n t S a v in g P l a n A d v is o r y
M a t c h e s , R e f e r r a ls & L in k a g e s :
P P u b l ic S e r v ic e I n f o r m a t i o n a n d R e f e r r a l
P A d u l t / S e n i o r I n f o r m a t io n a n d R e f e r r a l
R S u p p o r t iv e H o u s i n g R e s i d e n t I n f o r m a t i o n a n d
R e fe r r a l
R S e n i o r S e r v i c e I n f o r m a t io n I n t a k e & R e f e r r a l
D ie s
E ngaged
Is o la te d
F in a n c ia l ly
S e cu re
F i n a n c ia l ly
In s e c u r e
D eceased
A d v is o r y E n c o u n t e r s :
F V e t e r a n C o u n s e l l in g a n d R e f e r r a l
P L i f e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e ,
P u r s u in g L if e ' s B e s t A f t e r R e t i r e m e n t , F i n d in g
S e n io r s H e a l t h C a r e R e s o u r c e s
P S e n i o r s I n f o l in e
R F a m i l y ( o f s e n i o r s ) E d u c a ti o n a n d S u p p o r t
R S u p p o r t iv e H o u s i n g P h y s i c a l & E m o t i o n a l H e a l t h
C o u n s e lin g
R R e s p i t e C o m p a n i o n I n d i v id u a l C a r e P l a n n i n g
R C a r e g i v e r E d u c a ti o n a n d I n fo r m a ti o n S u p p o r t
M a t c h e s , R e f e r r a ls & L in k a g e s :
P P u b l ic S e r v ic e I n f o r m a t i o n a n d R e f e r r a l
P A d u l t / S e n i o r I n f o r m a t io n a n d R e f e r r a l
R S u p p o r t iv e H o u s i n g R e s i d e n t I n f o r m a t i o n a n d
R e fe r r a l
R S e n i o r S e r v i c e I n f o r m a t io n I n t a k e & R e f e r r a l
F V e t e r a n s S c r e e n in g
R L o n g T e r m C a r e I n fo r m a ti o n a n d R e fe r r a l
R A d u l t D a y P a r t ic i p a n t I n f o r m a t i o n a n d R e f e r r a l
R S u p p o r t iv e H o u s i n g V o l u n t e e r C o - o r d i n a t i o n
F in a n c ia lly
In s e c u r e
F un d s:
P S e n io r L if e s t y l e E d u c a t io n F u n d i n g
F V e t e r a n D i s a b il it y P e n s io n C l a im a n d S u p p o r t
F V e t e r a n D i s a b il it y A ll o w a n c e
F V e t e r a n s S o c i a l a n d M e d i c a l T r a n s p o r t a t i o n F u n d in g
F V e t e r a n D i s a b il it y P e n s io n
P O n t a r i o P r o p e r t y T a x C r e d it
F V e t e r a n H o m e A d a p t a t io n F u n d i n g
F V e t e r a n H o m e S u p p o r t F u n d in g
P A s s is t e d P u b l i c H o u s i n g & R e n t S u p p l e m e n t
P O n t a r i o T a x C r e d it s S y s t e m , P r o p e r t y a n d S a le s T a x
C r e d i ts fo r S e n i o r s
R A ffo r d a b l e h o u s i n g fo r s e n i o r s
R A d u l t / s e n io r r e n t a l s u b s i d y
F V e te r a n L o n g T e r m C a r e S u b s i d y
F V e t e r a n D i r e c t H o s p i t a l C a r e F u n d in g
F V e t e r a n H o m e S u p p o r t F u n d in g
F V e te r a n s A m b u l a to r y H e a l th C a r e F u n d i n g
F V e t e r a n T r e a t m e n t B e n e f it s
P V a c c in e P r e v e n t a b l e D i s e a s e F u n d i n g
F W a r V e te ra n In c o m e S u p p o rt
F F e d e ra l A g e A m o u n t C re d it
F F e d e ra l A g e A m o u n t T ra n s fe r
F O l d A g e S e c u r i t y ( O A S ) B a s ic
F C a n a d a P e n s i o n P la n ( C P P ) R e t ir e m e n t
P S o ld i e r s A i d C o m m i s s io n
P O n t a r i o P r o v in c i a l A g e A m o u n t
P O n t a r i o P r o v in c i a l A g e A m o u n t T r a n s f e r
P O n ta rio S a le s T a x C re d it
F P r i s o n e r o f W a r P e n s i o n C o m p e n s a ti o n
F V e t e r a n E m e r g e n c y A s s is t a n c e F u n d i n g
F V e te r a n E m e r g e n c y B e n e v o l e n t a n d T r u s t F u n d i n g
F V e te r a n E m e r g e n c y M i n o r D i s b u r s e m e n t F u n d i n g
F V e te r a n s F u n e r a l a n d B u r i a l F u n d i n g
F G u a r a n t e e d In c o m e S u p p l e m e n t ( G IS )
F A ll o w a n c e ( A L W )
F A ll o w a n c e f o r t h e S u r v i v o r ( A L W S )
M P r o p e r ty T a x D e fe r r a l
P O n ta rio W o rk s F u n d in g
P G u a r a n t e e d A n n u a l I n c o m e S y s te m ( G A I N S )
C a r e & R e h a b il it a t io n :
P I n - h o m e O c c u p a t io n a l T h e r a p y
E d u c a t i o n a l & T r a in in g E n c o u n t e r s :
R N ia g a r a G a t e K e e p e r s
P S e n io r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )
A d v is o r y E n c o u n ter s :
F V e t e r a n C o u n s e l li n g a n d R e f e r r a l
P L i f e E v e n t B u n d l e s : G e t t i n g R e a d y t o R e t ir e ,
P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F in d i n g
S e n i o r s H e a lt h C a r e R e s o u r c e s
P S e n io r s I n f o l i n e
R F a m i ly ( o f s e n i o r s ) E d u c a t io n a n d S u p p o r t
R S u p p o r t i v e H o u s i n g P h y s i c a l & E m o t io n a l H e a lt h
C o u n s e li n g
R R e s p i t e C o m p a n i o n I n d iv i d u a l C a r e P l a n n in g
R C a r e g iv e r E d u c a t io n a n d I n f o r m a t i o n S u p p o r t
F T a x F il i n g f o r S e n i o r s
F T 1 S - A O n t a r io S e n i o r P e r s o n a l I n c o m e T a x a n d
B e n e fi ts R e t u r n
M a t c h e s , R e f e r r a l s & L in k a g e s :
P P u b li c S e r v i c e I n f o r m a t io n a n d R e f e r r a l
P A d u lt / S e n i o r I n f o r m a t i o n a n d R e f e r r a l
R S u p p o r t i v e H o u s i n g R e s id e n t I n f o r m a t io n a n d
R e fe r r a l
R S e n i o r S e r v ic e I n f o r m a t i o n I n t a k e & R e f e r r a l
F V e te r a n s S c r e e n i n g
R L o n g T e r m C a r e I n f o r m a t io n a n d R e f e r r a l
R A d u l t D a y P a r t i c ip a n t I n f o r m a t i o n a n d R e f e r r a l
P e r m is s i o n ( P e r io d s o f ) :
P P e r s o n a l C a r e G u a r d i a n s h ip
R u l in g s & J u d g m e n t s :
F V e t e r a n D i s a b il it y P e n s io n A p p e a l
C a r e & R e h a b il it a t io n :
V a c c i n e P r e v e n t a b l e D is e a s e P r o g r a m
E d u c a t io n a l & T r a i n in g E n c o u n t e r s :
P S e n i o r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )
R S u p p o r t i v e H o u s i n g H e a lt h E d u c a t io n
P S e n i o r L if e s t y l e E d u c a t io n
R S e x u a l i t y a n d A g i n g S e x u a l H e a lt h P r o g r a m
F V e t e r a n s H e a l t h P r o m o t io n
P S e n i o r s C a r e E d u c a t io n
S ic k
A d v is o r y E n c o u n t e r s :
F V e t e r a n C o u n s e ll i n g a n d R e f e r r a l
P L if e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e ,
P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F in d i n g
S e n io r s H e a lt h C a r e R e s o u r c e s
P S e n i o r s In fo l i n e
R F a m il y ( o f s e n i o r s ) E d u c a t io n a n d S u p p o r t
P C o m m o n S e n s e N u t r i t i o n f o r S e n io r s
P C o m m u n i t y F o o d A d v is o r P r o g r a m
F H e a l th In fo r m a ti o n A w a r e n e s s
M a t c h e s , R e f e r r a ls & L i n k a g e s :
P P u b l i c S e r v i c e In f o r m a ti o n a n d R e fe r r a l
P A d u l t/ S e n i o r In fo r m a ti o n a n d R e fe r r a l
R S u p p o r t i v e H o u s i n g R e s id e n t I n f o r m a t io n a n d
R e fe r r a l
R S e n i o r S e r v ic e I n f o r m a t i o n I n t a k e & R e f e r r a l
A d v o c a c y & P r o m o t io n a l E n c o u n t e r s :
F D is e a s e p r e v e n t io n ; h e a lt h p r o t e c t i o n a n d p r o m o t i o n
F in d i n g s :
R C a n c e r P r e v e n ti o n a n d E a r l y D e te c ti o n S c r e e n i n g
In t e r v e n t i o n s :
R P u b l i c H e a l t h I n s p e c t i o n & I n f e c t i o u s D is e a s e
P ro g r a m
S E N IO R H E A L T H
F un d s:
P S e n i o r L if e s t y l e E d u c a t io n F u n d i n g
F V e t e r a n D i s a b il it y P e n s io n C l a im a n d S u p p o r t
F V e t e r a n D i s a b il it y A ll o w a n c e
F V e t e r a n s S o c i a l a n d M e d i c a l T r a n s p o r t a t i o n F u n d in g
F V e t e r a n D i s a b il it y P e n s io n
F V e te r a n L o n g T e r m C a r e S u b s i d y
F V e t e r a n D i r e c t H o s p i t a l C a r e F u n d in g
F V e t e r a n H o m e S u p p o r t F u n d in g
F V e te r a n s A m b u l a to r y H e a l th C a r e F u n d i n g
F V e te r a n T r e a t m e n t B e n e fi ts
P V a c c i n e P r e v e n ta b l e D i s e a s e F u n d i n g
R e s o u r c e ( U n it s o f ) :
P M e a ls o n W h e e ls
R L o n g T e r m C a r e N u t r i ti o n a l I n ta k e a n d M e a l
P r o v i s io n
C a r e & R e h a b il it a t io n :
R L o n g T e r m C a r e P s y c h o - s o c ia l S u p p o r t
R A d u lt D a y P s y c h o -s o c ia l S u p p o r t
P In - h o m e P e r s o n a l S u p p o r t a n d H o m e m a k i n g
P In - h o m e N u r s i n g C a r e
P I n - h o m e P h y s io t h e r a p y
P I n - h o m e S p e e c h L a n g u a g e P a t h o lo g y
P I n - h o m e D ie t e t ic s
F F ir s t N a t i o n s & I n u i t H e a l t h C a r e
F V e te r a n D i r e c t H o s p i ta l C a r e
R S u p p o r ti v e H o u s i n g P e r s o n a l S u p p o r t
R S u p p o r t i v e H o u s i n g M e d i c a t i o n C o o r d i n a t io n
R S u p p o r ti v e H o u s i n g P e r s o n a l C a r e
R L o n g T e rm C a re B a s ic P e rs o n a l C a re
R L o n g T e r m C a r e M e d i c a ti o n
R L o n g T e r m C a r e P a l l ia t iv e C a r e
R L o n g T e r m C a r e R e h a b i li t a t io n
R L o n g T e rm C a re E n h a n c e d P e rs o n a l C a re
R A d u lt D a y P e r s o n a l C a re
R A d u l t D a y M e d ic a t io n M o n it o r i n g
R A d u lt D a y E n h a n c e d P e rs o n a l C a re
R A d u l t D a y R e h a b i li t a t io n
E d u c a t io n a l & T r a i n in g E n c o u n t e r s :
R N i a g a r a G a te K e e p e r s
P S e n i o r B u s t e r s ( a n e x t e n s io n o f P h o n e B u s t e r s )
R S u p p o r t i v e H o u s i n g H e a lt h E d u c a t io n
A d v is o r y E n c o u n t e r s :
F V e t e r a n C o u n s e ll i n g a n d R e f e r r a l
P L if e E v e n t B u n d le s : G e t t i n g R e a d y t o R e t i r e ,
P u r s u i n g L i f e ' s B e s t A f t e r R e t ir e m e n t , F in d i n g
S e n io r s H e a lt h C a r e R e s o u r c e s
P S e n i o r s In fo l i n e
R F a m il y ( o f s e n i o r s ) E d u c a t io n a n d S u p p o r t
R S u p p o r t i v e H o u s i n g P h y s ic a l & E m o t io n a l H e a lt h
C o u n s e li n g
R R e s p i t e C o m p a n i o n I n d i v i d u a l C a r e P l a n n in g
R C a r e g iv e r E d u c a t io n a n d I n f o r m a t i o n S u p p o r t
P C o m m o n S e n s e N u t r i t i o n f o r S e n io r s
P C o m m u n i t y F o o d A d v is o r P r o g r a m
M a t c h e s , R e f e r r a ls & L i n k a g e s :
P P u b l i c S e r v i c e In f o r m a ti o n a n d R e fe r r a l
P A d u l t/ S e n i o r In fo r m a ti o n a n d R e fe r r a l
R S u p p o r t i v e H o u s i n g R e s id e n t I n f o r m a t io n a n d
R e fe r r a l
R S e n i o r S e r v ic e I n f o r m a t i o n I n t a k e & R e f e r r a l
F V e te r a n s S c r e e n i n g
R L o n g T e r m C a r e In fo r m a ti o n a n d R e fe r r a l
R A d u l t D a y P a r t i c ip a n t I n f o r m a t i o n a n d R e f e r r a l
P e r m is s i o n ( P e r io d s o f ) :
P P e r s o n a l C a r e G u a r d i a n s h ip
P S u b s t it u t e M e d ic a l C a r e T r e a t m e n t a n d A d m is s i o n t o
LT C
R u l in g s & J u d g m e n t s :
F V e t e r a n D i s a b il it y P e n s io n A p p e a l
In t e r v e n t i o n s :
R P u b l i c H e a l t h I n s p e c t i o n & I n f e c t i o u s D is e a s e
P ro g r a m
S e r v i c e O u t p u t T y p e C o l o u rs
Fu nds
( U n i t s o f) R e s o u r c e
N e w K n o w le d g e
C a r e & R e h a b il i t a t io n E n c o u n t e r s
E d u c a t i o n a l & T r a i n in g E n c o u n t e r s
Sick
Funds:
Senior Lifestyle Education Funding
Veteran Disability Pension Claim and Support
Veteran Disability Allowance
Veterans Social and Medical Transportation Funding
Veteran Disability Pension
Veteran Long Term Care Subsidy
Veteran Direct Hospital Care Funding
Veteran Home Support Funding
Veterans Ambulatory Health Care Funding
Veteran Treatment Benefits
Vaccine Preventable Disease Funding
Resource (Units of):
Adult Day Meal Provision
Congregate Dining
Meals on Wheels
Long Term Care Nutritional Intake and Meal Provision
Care & Rehabilitation:
Long Term Care Psycho-social Support
Adult Day Psycho-social Support
In-home Personal Support and Homemaking
In-home Nursing Care
In-home Physiotherapy
In-home Speech Language Pathology
In-home Dietetics
First Nations & Inuit Health Care
Veteran Direct Hospital Care
Alzheimers Diagnosis & Treatment
Supportive Housing Personal Support
Supportive Housing Medication Coordination
Supportive Housing Personal Care
Long Term Care Basic Personal Care
Long Term Care Medication
Long Term Care Palliative Care
Long Term Care Rehabilitation
Long Term Care Enhanced Personal Care
Adult Day Personal Care
Adult Day Medication Monitoring
Adult Day Enhanced Personal Care
Adult Day Rehabilitation
Educational & Training Encounters:
Older & Wiser
SeniorBusters (an extension of PhoneBusters)
Supportive Housing Health Education
Healthy
Movements:
Niagara Emergency Medical Service Ambulance
Advisory Encounters:
Veteran Counselling and Referral
Life Event Bundles: Getting Ready to Retire, Pursuing
Life's Best After Retirement, Finding Seniors
HealthCare Resources
Seniors Infoline
Family (of seniors) Education and Support
Supportive Housing Physical & Emotional Health
Counseling
Respite Companion Individual Care Planning
Caregiver Education and Information Support
Common Sense Nutrition for Seniors
Community Food Advisor Program
Matches, Referrals & Linkages:
Public Service Information and Referral
Adult/Senior Information and Referral
Supportive Housing Resident Information and Referral
Senior Service Information Intake & Referral
Veterans Screening
Long Term Care Information and Referral
Adult Day Participant Information and Referral
Advocacy & Promotional Encounters:
Seniors Month
A Guide to Programs and Services for Seniors in
Ontario
Niagara Gate Keepers
Permission (Periods of):
Personal Care Guardianship
Substitute Medical Care Treatment and Admission to
LTC
Rulings & Judgments:
Veteran Disability Pension Appeal
R e c r e a t i o n a l & C u lt u r a l E n c o u n t e r s
M o v e m e n ts
A d v is o r y E n c o u n t e r s
M a t c h e s , R e fe r r a l s & L i n k a g e s
A d v o c a c y a n d P r o m o ti o n a l E n c o u n t e r s
P e r io d s o f A g r e e m e n t
P e r io d s o f P e r m i s s i o n
F in d in g s
R u lin g s & J u d g e m e n t s
P e n a lt ie s & P e rio d s o f S a n c t io n
P e r io d s o f P r o t e c t i o n
In t e r v e n ti o n s
R u l e s ( l a w s , p o l i c i e s , s tr a te g i e s , p l a n s ,… )
S e r v i c e O u t p u t B u n d l e s b y S e r v i c e O u t p u t T y p e V 0 . 2 2 0 0 4 . 0 1 . 2 9 p lo t . v s d
Im p l e m e n t e d c h a n g e s
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Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
Interventions:
Public Health Inspection & Infectious Disease Program
19
Bundling Services Based on Target Groups and Events/Transitions
Life Events are key points in the life of a
citizen or a business at which services
are offered
Level 0
Citizen
Level 1
Level 2
Life Events for citizens include:
Business
Target Group
Target Group
Senior
Employee
Disabled
Water Works
University
Cultural Institution
Senior Life Events
Water Works Lifecycle Events
Getting Sick
Becoming Disabled
Retirement
Starting a business
Expanding / Changing
Business Operations
Disbanding a business
business operations
• Birth/Adoption
• Starting School
• Leaving School
Service 1
Service 1
• Starting/Changing Employment
Lifecycle Events for businesses include:
• Getting Married
• Starting a business
• Moving
• Retirement
• Expanding / changing business
operations
• Death
• Disbanding a business / business line
• Disability or Health Change
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Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
20
Methodology: Service Tier
Tier 1: Low Touch
General information & forms, path‐finding, self‐
service transactions
Tier 2: Medium Touch
Assisted & codified transactions, client referrals
Tier 3: High Touch
Specialized, complex services including case management and adjudication
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
21
Methodology: Service Process Interactions with Citizens
Service Processes – the level required for most analysis
Migrate to maximum extent to virtual interactions with automated agents
9. Accept and
process service
complaints
Available on all
Channels
1. Provide
Information about
service
2. Register recipient
for the service
3. Accept request tor
the service
A
4. Provide
Information about
related services
(service bundling)
7. Set service
delivery schedule and
notify
8. Deliver the service
output
B
10. Close service
delivery case
A
A
B
5. Collect service fee
Request additional 6.
information
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
22
Methodology: Logical Service Delivery Model (by Channel Type)
© 2013 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All rights reserved. KPMG CONFIDENTIAL.
23
Channel Offerings by Stages in Service Maturity
Stage 5 –
Service
Fulfillment
Stage 4 –
Service
Integration &
Interaction
Stage 3 –
Tracking Service
Progress
Stage 2 –
Service
Registration &
Information
Sharing
Channel
Stage 1 –
Service
Information
Stage in Service Maturity
Over-the-Counter
Telephone
Intranet/Web
email
Depending on the nature of the
registration (i.e. aquatics lesson yes,
but not a substance abuse treatment)
Depending on the nature of the
registration there may be strict identity
authentication rules prohibiting
automation
Submission of registration information
yes, but additional identity
authentication may be required
Regular Mail
Kiosk
Depending on the nature of the
registration there may be strict identity
authentication rules prohibiting
automation
Depending on the nature of the
fulfillment (i.e. advice yes, but
business license no)
Depending on the nature of the
fulfillment (i.e. business license
yes, but not a dog tag)
Depending on the nature of the
fulfillment (i.e. business license
yes, but not a dog tag)
Depending on the nature of the
fulfillment (i.e. a dog tag yes, but
not a vaccination)
Depending on the nature of the
fulfillment (i.e. a dog tag yes, but
not a vaccination)
Face-to-Face
Mobile
© 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
Depending on the nature of the
fulfillment (i.e. a receipt yes, but not
a dog tag)
7 February 2012
24
Pilot Initiative
Findings and Next
Steps
Pilot Engagement
Project ran from January 23, 2012 to March 31, 2012
Services from three Ministries and one Crown Corporation were mapped:
The pilot services provided a great deal of insight, but the
benefits will exponentially grow as more services and
organizations are completed
© 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
26
Outputs
Program and Service Alignment Models
• Analyzes services across multiple program areas from the perspective of common
needs, value propositions, and target groups.
• Uncovers gaps in design or services to address target group needs, support
optimization of design across programs and identify potential service bundles.
Life Event and Transition Service Bundles
• Defines bundles by identifying services offered to citizens around life events or
transitions
• Identifies opportunities to co-ordinate efforts and align efforts or “join-up” services
across providers.
• Highlights life cycle transitions that may be under of over-served by existing services.
• Identifies what service delivery channels (ex. counter, telephone, etc.) are utilized for
different processes in a service.
• Provides a foundation for a comprehensive channel utilization inventory that can
identify where services may be underserved by certain channels, or where opportunities
exist for common infrastructure and branding.
Email FAX Kiosk Social Media Text messaging IVR Mobile Website Mobile App C C C C C C C C C C C C C Historic Places Training and Education Services C C C C C C RSM Visitor Access C Internet C Recreational Fishing Licensing Mobile Counter Phone Channel Utilization and Service Access
Recreational Hunting Licensing Service Name Counter • Defines the level of identification (anonymous, unique or proof of ID) required for the
delivery of a service.
Mail Authentication Requirements
C C C C C RSM Educational Programs C C C C C C C RSM Special Events C C C C C C C C RSM Gift Shop C C C C C C P RSM Travelling Exhibits C C C C C C Park Visitor Access C C P P P P School and Youth group Educational Programs C C C C C C C P P P C C P P P Camping C General Park Visitor Special events C C C C C C C P P P General Park Visitor Educational and Recreational Programs C C C C C C C P P P Swimming Pool and Instructional Swimming Lessons C C C C C C Facility Rentals C C C C C C Trailer storage C C C C C C Boat launches C C C C C C © 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
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27
PSAM MODEL
Health Needs Program and Service Alignment Model
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28
PSAM - Potential Service Delivery Improvement?
Common intake service
opportunity?
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KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
29
Life Event and Transition Bundles
Bundles will become increasingly relevant when more services are added
© 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
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30
Life Event Bundle – Potential Opportunity?
Common permitting system across multiple program areas/ministries?
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KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
31
Authentication Requirements
Type of
authentication
# of services
Observations:
• 62% required “proof of ID”; 81% required some form of unique identification
• Type of ID required varied by service – Health Card, Driver’s License, Business #, etc
Recommendations:
•
•
•
Develop an overall Identity Management strategy
Consider a common identifier for applying for services (e.g. physical card, electronic
token or both).
Consider a common identifier for businesses services. Consideration should be
given to using the “One Business Number” assigned by the Canada Revenue
Agency.
© 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
32
Channel Utilization and Service Access
Tier 1
Tier 2
Tier 3
Not Specified
34
95
12
3
Why so few Tier 1 services accept
request via internet or phone?
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KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
33
Emerging Channel Utilization
ISC
Kiosk
Social Media
TPCS
Planned
Planned (Facebook,
Twitter)
Text Messaging
Planned
IVR
Planned
Mobile Website
Planned
Mobile App
Planned
Current (Facebook,
Twitter)
Planned
Planned
Observations:
• Are there opportunities to share infrastructure for Kiosk and IVR?
• Are there opportunities for common branding?
© 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
34
Channel utilization – Tourist Bundle
Is there an
opportunity
to roll out
emerging
channels to
the entire
bundle
rather than
to individual
services?
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KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
35
Channel Consolidation – Telephone Channel
• Investigate the
consolidation of some of
Saskatchewan’s healthrelated telephone services
that are currently provided
by multiple agencies and
ministries.
Example – Telephone Channel Scan for Healthcare
Organization
Local Health Region – Program and Service Information for Citizens
Local Health Region – Health Support for Citizens
Mental health and Addictions Intake
Drug Plan and Extended Benefits
# of Listed Phone Numbers
Approximately 240
Approximately 95
48
10
• Consider adopting the use of client service representatives who are the initial point
of contact for their centralized 1-800 telephone services.
• Human agents triage and forward the call to the appropriate resource within 10-20
seconds, providing quicker access to a service due to the large number of options
that can be available through a central number.
• The balance between customer satisfaction and efficiency (in service delivery
costs) needs to be considered and should be reflected in the channel strategy
discussed earlier.
© 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
7 February 2012
36
Moving Forward
Government-wide service mapping is still the goal.
• Work will continue as funding is provided.
Methodology and learnings are being applied throughout
Government to achieve incremental wins.
• Ministry of Health is planning to complete service mapping for remaining Health services.
• Ministry of Central Services is using service mapping methodology to inform development
of service portfolio and service catalogue.
• GoS will use information captured during service mapping to inform development of new
website – particularly in areas around authentication requirements and life event bundles.
• Similar methodology will be used for IT service mapping at the Information Technology
Office.
• Ministry of Environment is planning to launch a Recreation bundle in 2013.
• Development of a common permitting system in Environment is ongoing.
• Information Services Corporation (ISC) now assigns a CRA Business Number for all new
corporations in Saskatchewan. Continue to investigate use of CRA Business Number as
common identifier for businesses.
© 2012 KPMG LLP, a Canadian limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with
KPMG International Cooperative (‘KPMG International’), a Swiss entity. All rights reserved.
37
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such information without appropriate professional advice after
a thorough examination of the particular situation.
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and a member firm of the KPMG network of independent
member firms affiliated with KPMG International Cooperative
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