Ontario Taking Steps to Improve Service Delivery at Provincial Agencies

New evaluation to focus on improving the customer experience

TORONTO — The Ontario government is reviewing how provincial agencies deliver services with a focus on improving the customer experience, adopting service innovation, offering more services virtually and online, and eliminating redundancies. The evaluation will build on the advancements in digital service delivery made during the pandemic.

Details of the Enhanced Agency Evaluation were announced today by Peter Bethlenfalvy, President of the Treasury Board.

“The COVID-19 pandemic is teaching us a valuable lesson. The people of Ontario deserve more services at their fingertips, accessible from home or on their personal devices,” said Bethlenfalvy. “As the minister responsible for overseeing government accountability and modernization, including digital transformation, I’m pleased to be leading the effort to improve government services so they are responsive to the dynamic needs of the people who rely on them every day.”

The Enhanced Agency Evaluation builds on the recommendations of the 2019 Agency Review Task Force, which addressed inefficiencies while making better use of limited resources. Many of the Agency Review Task Force recommendations have already begun improving service delivery, including:

  • Agricorp, a provincial agricultural agency, is developing a new self-serve system that will allow farm owners to register their business and pay fees all through one convenient website.
  • The Justices of the Peace Appointments Advisory Committee is implementing online applications that will improve the user experience for candidates and help fill vacancies faster.
  • The Workplace Safety and Insurance Appeals Tribunal now uses online filing for applications, saving Ontarians, and the agency, time.
  • The Ontario Labour Relations Board now delivers video conferencing options so Ontarians can appear at hearings remotely.

“As Ontario safely and gradually reopens, the government is evaluating all public sector services to ensure they are customer focused, innovative and as efficient as possible,” said Bethlenfalvy. “The Enhanced Agency Evaluation is part of a broader effort to modernize government operations and build a smarter government that works for you.”

The Enhanced Agency Evaluation will be led by Minister Bethlenfalvy. The work will be completed by Fall 2020, at which time the government will report on results and potential next steps.

Quick Facts

  • Provincial agencies such as Ontario Food Terminal Board, TVOntario and the Ontario Parks Board provide a variety of services that help Ontarians buy local, connect with people and enjoy the natural beauty of our province.
  • Ontario Health and Public Health Ontario are exempt from the Enhanced Agency Evaluation due to their current roles in managing the COVID-19 pandemic.
  • The 2019 Agency Review Task Force was comprised of five members of caucus: MPP Stan Cho (co-chair), MPP Will Bouma (co-chair), MPP Effie Triantafilopoulos, MPP Daisy Wai and MPP Billy Pang. Their mandate was to review all provincial agencies for efficiency, effectiveness, governance, sustainability, relevance and value for money.
  • Minister Bethlenfalvy is leading a new committee focused on strengthening the work of the Ontario government following the COVID-19 pandemic. The committee will ensure public sector services are customer focused and digital- and data-driven, while increasing the speed of government operations and decisions.

Additional Resources

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Isabelle Foley

As Director of Member Success I strive to help members connect and get the most out of their chamber membership. I am an advocate for local businesses and passionate about spotlighting our community's success. Join the growth!


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