FRO Modernization
An Introduction to the FRO Case
Management System (FCMS) and the
FRO Web Tool
May 2012
Contents
1.
2.
3.
4.
5.
6.
7.
8.
9.
FRO Modernization Strategy
The FRO Case Management System (FCMS)
Case Management Client Service Model at FRO
Introduction of a New Service Channel
Benefits of the New Service Channel
Technical Requirements
Communications and Training Plan
What Happens Next
Questions and Comments
FRO Modernization Strategy
• Over the last 4 years, FRO has made significant progress on its modernization strategy to provide an
increased level of service excellence to Ontarians. FRO continues to explore opportunities throughout
the organization to streamline its business processes and improve efficiencies.
FRO Modernization Projects
FRO Case Management System
(Due June 25, 2012)
Strategic Drivers
A Culture of
Performance Excellence
Case Mgmt Client Service Model
(Implemented Nov 2011)
Secure Web Tool
(Due June 25, 2012
FROst Project
(Implemented Aug 2010)
FSDN Automation Project
(March 2011)
Pre-registration & Client Outreach
(Implemented Dec 2011)
FRO Performance Measurement
and Quality Assurance Standards
(Due 2012)
FRO Modernization and Web Tool
Strong Financial
Stewardship
Exemplary Client Service
Effective Partnerships
Vision
To be a leading
organization working
with separated families
to meet their support
obligations.
Business and
Technological
Transformation
3
FRO Case Management System (FCMS)
• The FRO Case Management System is a joint partnership project between FRO and CYSSC to:
- Acquire and implement a case management technology that is predictable, responsive, reliable
and sustainable
- Implement a new telephony system
- Provide a secure public web internet web tool
• On February 29, 2012, the FCMS project completed the build phase of the project. The project is now
in the Testing and Training phases.
• FCMS will be implemented in June 2012.
PLAN
- Develop end
to end plan
for the project
and identify
requirements
for the new
solution
ANALYZE
- Analyze the
impacts of the
solution on
the business
and prioritize
requirements
accordingly
FRO Modernization and Web Tool
DESIGN
- Create design
documents to
outline how
the solution
will function
to deliver the
requirements
BUILD
- Use the design
documents to
build the
solution
TEST
- Test the
solution to
ensure it
works in the
way specified
by the design
documents
TRAIN
- Develop
Training
Materials and
provide
training to End
Users
DEPLOY
- Implement
solution and
provide post
Go-Live
support
4
Case Management Client Service Model at FRO
• On November 21, 2011 the Case Management Client Service Model was successfully implemented at
FRO, replacing the traditional call centre environment.
• Moving to a case management client service business model was a key pillar in FRO’s modernization
effort and supports the implementation of FCMS.
• Using the case management client service model, FRO is able to respond more quickly and
consistently to client and service partner needs:
- Municipal, Ministry and First Nations partners are able to contact the case contact directly
through the call routing system of the case management client service model
-
Inter jurisdictional callers can contact the ISO unit directly through the call routing system of the
case management client service model
Service partners can access case information via the telephone or regular mail.
Current Access
ODSP Office Staff (Ministry)
OW Office Staff (Municipal)
First Nations OWAs
Reciprocating Jurisdictions
Use the call routing system to select the
type of caller
Key in the case number
Secure case file access
The telephone will continue to provide access to the case contact for all clients and service partners.
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Introduction of a New Service Channel
• Some ODSP and Ontario Works staff already have limited access to FRO’s current computer system –
MECA.
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Introduction of a New Service Channel
Following FCMS “go live” (June 2012), the introduction of the FRO Case Management web tool will allow
access to specific case information through a self-service online option
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Introduction of a New Service Channel
The FRO web tool is an Internet based application that FRO clients and service partners can access to
review specific case information and make one-way requests to their FRO case contact.
Reciprocal Jurisdictions
Support Payor / Recipient
Ministry Staff, SADA / First
Nations
web tool
FRO Case Contact
Web tool users will be able to:
• View court order information
• View active enforcement information
• View financial information, including a statement of the account which can be printed off
• Send information/attachments to the FRO Case Contact about a case
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Accessing the FCMS web tool
Register for the web tool in
ONe-key (returning users will
also log in through ONe-key or
through the FRO Internet site)
Enforceable
Court Order
•View court orders existing on
the case
•View obligation type and
amounts
•View dependants information
FRO Modernization and Web Tool
Enter the web tool and select
case to view
Active Case
Enforcements
•View active enforcements
existing on case
•In progress enforcements
may be masked (e.g., FRO
in process of serving SP)
Perform the desired task/s (note
that SPs and SRs will not see
each others information)
Statement of Arrears &
Financial Info
•Access latest case financial
information in real time
• Print and save information as
needed
Case Contact Info &
Service Request
•View case contact information
•Request changes to case
contact information
•Provide information about a
payor
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Phasing FRO Web Tool Deployment
•
•
•
•
On June 25, 2012, FCMS will be implemented and the web tool will be available for use
Identified First Nations users will be provided with training materials and access to the FRO web tool
before Go-Live.
FRO has made a business decision to do a soft launch of the web tool to current MECA/FROnt users in
Ministry offices and SADAs, interested First Nations and new Support Recipients and Support Payors.
Periodic evaluations of FRO web tool uptake and FCMS adoption will determine the timing of web tool
expansion.
Below are the main high level activities that make up the FRO adoption approach for rolling out the web tool.
Months
Apr
May
Jun
Aug
Sep
Oct
Nov
New FRO Clients
Ministry Staff/SADA/FN Deployment
Deliver Ministry Staff/SADA/FN
Communication
Go-Live
Deploy Training
to current
MECA users
and FN users
Access
Letters Sent
to Ministry
Staff / SADA /
FN users
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Jul
On-Contact Approach:
Marketing of web tool to existing SRs/SPs
(initially by selected geographical areas, expanding to
remaining areas in December 2012)
Additional Ministry Staff / SADA / First
Nations users to be added as required
FRO web tool Focus
Groups with Clients
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FCMS web tool benefits
First Nations’ Ontario Works Administrators, Reciprocating Jurisdictions and FRO clients will have access to
case information via this channel for the first time. The web tool has a number of benefits:
FRO Service Partners
FRO Clients
• The new system is user friendly and uses your internet
browser
• Users can obtain more in-depth case information as required
• Provides up to date financial information
• Information can be brought up on a screen or printed out for
discussion with clients
• Access to case information is tracked by FCMS for audit
purposes identifying who accessed the case, what was
changed or viewed and what actions were taken
• Users can send information to case contacts and it will be
received immediately
• The web tool has the ability to capture conflict of interest
information which then stops the identified user from accessing
cases pertaining to that COI
• Maintains 24hr 365 day access to FRO case information
• Provides secure and flexible access to case information from
any location
• FRO clients can view their case information and enforcement
activities securely from their home
• Updates to their case can be sent immediately to their case
contact
• Requests for a call back from their case contact or changes
to their case will be tracked and responded to in 2 business
days
• Clients will be able to download and print a copy of their
“statement of account”
Ministry staff and SADAs will continue to have the same access to case information as they do now through
MECA/FROnt.
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Technical Requirements
All you need to access the FCMS web tool is a computer with a supported internet browser.
Supported Browsers
Supported browsers are:
• Microsoft Internet Explorer 6 or higher
• Mozilla Firefox 1.5.0.4 or higher
• Other browsers may work but are not supported by Service Ontario
Other Browser Requirements
Your browser must also:
• Support 128bit encryption
• Have JavaScript Enabled
• Have Cookies Enabled
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Communications and Training Plan
• The communications and training plan for Ministry staff, SADAs and First Nations has been developed in
consultation with the following groups:
–
Social Assistance and Municipal Operations (SAMO) Branch, OPS Divison, MCSS
–
ODSP Regional Program Managers and Municipal/First Nations Services Managers
–
Ontario Works Directors & Administrators’ Reference Group
• FCMS Web Tool Pilot Training:
-
FRO invited a small group of representatives (i.e. 10-15 people) from ODSP, OW and First Nations
to participate in a pilot training session on April 19, 2012.
-
Participants provided us with excellent feedback on the web tool training materials that have
informed our communications and training plan i.e. addition of webinar sessions before Go-Live.
• Key Activities taking place before the launch of the web tool on June 25 include:
- Confirmation of First Nations users
- Distribution of Training material to current MECA users
- Webinar Sessions for identified users (3 sessions to be held to provide opportunity for users to
attend)
- Distribution of Access Letter to users providing login information before Go-Live
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High Level Web Tool Communications & Training Timeline
The following timeline provides an outline of the project dates associated with the web tool, along with the
described approach for First Nations Ontario Works Administrators
First Nations
OWAs
Project
Dates
April
May
June
July
August
September
October
April 19
Pilot Training with
representatives from
ODSP, OW and FNs
May 30
French Translation Complete
April 30
Training Materials Approved
June 25
FCMS implementation and
FRO Web Tool Go-Live
May 15 -17
Presentation at ONWAA
May 30
Confirm users
June 4
Distribute Materials
September
Webinar Session
October
Follow-up
Presentation
at ONWAA
June 11
Webinar Sessions (x3)
June 18
Access Information Letter
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Materials
Once users have been identified, the following materials will be made available to them:
• Overview of FCMS and web tool presentation
• Interactive web-based training in Adobe PDF flash file (duration 45 minutes)*
• Job aid for users i.e. tips and tricks
*Training materials will be available in English & French
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What Happens Next?
• Confirmation of users from interested First Nations Ontario Works Administrators (May 2012)
• Distribution of training materials (May-June 2012)
• Roll out of FCMS and access to FRO Web Tool (June 2012)
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Appendix - FRO web tool users
Different web tool users will be provided with different levels of access to the information available through
the web tool.
Function
Case List View (visibility is different for each group)
SR
SP
First Nations



All FRO Cases View
Selected users*
Support Recipient Information View

Support Payor Information View

Court Order / Obligations View



Case Enforcement View (visibility is different for each group)



Statement of Account



Case Financial Summary View

Case Financial View

Service Requests View
Case Disbursement View
Partner Administration View
Case Assignment View




Selected users*

*Selected users:
All FRO Cases View: only selected users will be provided with access to view all FRO cases as per the Memorandum of Understanding, for example
MCSS lawyers. Other users will be able to see FRO cases that pertain to their unit.
Partner administration view: web tool administrators selected by each location will be provided with access to additional screens for administration
purposes only.
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Appendix – FRO Web Tool Pilot Training
The following people attended the FRO web tool pilot training on Thursday April 19.
Name
Title, Branch
Location
Laurie Miller
Family Support Worker (OW)
Leslie Torresan
Caseworker, ODSP
Joy Richards
Program Support Clerk, ODSP
Hamilton
Donna-Marie Parsons
Program Support Clerk, ODSP
Toronto
Rosetta Ferraro
Regional Program Mgr, ODSP
Toronto
Morice Jack
Eligibility Review Officer, ODSP
Toronto
Cathy Grenier
Caseworker, ODSP
St. Catherine's
Donna Smith
Caseworker, ODSP
Kitchener
Angeli Hopper
Family Support Worker, OW
Roxanne Hawker
Caseworker, ODSP
Burlington
Michelle Paolella
Caseworker, ODSP
Brampton
Suzy Barbosa
Family Support Worker, OW
Sandy Hall
Caseworker ODSP
Adalyn Lataille
SAMO
Toronto
Krystle Mohammed
SAMO
Toronto
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Six Nations First Nation
Bracebridge
Toronto
Toronto
Barrie
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