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MAKE IT HAPPEN TASK
FORCE
PROJECT TERMS OF
REFERENCE
Working
Group #2: Communication & support
to clients/Team building
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Project Name:
Communication &
support to clients/Team building Sponsor: Make
it Happen Task Force Chair: John Webster ext.
7750 jwebster@ Lead: Valerie
Shuttleworth ext. 4713 vshuttleworth@ Team: Sharon Laing ext.
4725 slang@ Niomie Massey Phone #
(416)661-4000 x 239 Glenn
(905)943-4005 Glenn.Crosby@jjb.com Mac Cosburn Phone
# (416)407-6580
maccosbur@rogers.com |
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Project
Purpose: The purpose of this project is to
improve communications between the various parties involved in the processing
of development applications. These
include communication between applicant/clients and staff as well as
communication between staff of various departments and disciplines. The objective is to ensure accurate,
consistent and timely communication is conveyed to the right parties at the
right time, and in a positive, proactive manner. |
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Project
Scope/Deliverable: The final deliverable for the project will be a
staff team building training program, focused on improved
communications. Through delivery of
the program, each staff member will gain a clear understanding of their role
on a multi-disciplinary team and the purpose of the team structure. They will improve their communication
skills at all levels. As well, specific standard response times to various
types of client enquiries will be developed and agreed upon. Following
delivery of the program all district teams will be functioning as a cohesive
group, focused on the common objective of processing development applications
in a timely, consistent and accurate manner. As well, coordination with other Task Force
working groups will result in automation of responses, where possible and
appropriate, and tracking of response times. |
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Overall
Timeline / Milestones: Project Terms of Reference approval: End of May Analyze issues and
opportunities: Month
of June/July Generate solutions: Month
of August Report to Task Force: Early
September Report to Council September/October Implement solutions September
– December |
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Measurable Success Indicators/KPI’s: ·
future clients surveys will indicate improved
satisfaction in communications with staff
·
specific timelines assigned to the various types
of responses will be met.
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Additional Resources Required:
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Constraints/Assumptions:
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