Access To Information and Services
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Definition
Access to Information is a broad area that requires equal 
access
for all citizens. The range of community information to be shared includes information about community support
services, emergency services, municipal information, recreational and tourism information. To ensure equitable access
this information must be available in a variety of formats that can be accessed over the Internet, by telephone, in
person and in print. The information can then be shared and delivered through various agencies and stakeholders.
Communicating information is critical. The other priority areas will rely on the Access strategies to ensure citizens can easily obtain information about what is available and what is happening in the community. Easy access to municipal and community information results in greater awareness of Civic and Community issues. Ensuring information is accessible is the first step in providing the opportunity for citizens and groups to express their opinions or concerns and become part of the decision-making process.
The strategies identified in this area represent the first steps in a continuous effort to keep the community informed. For example, the development of a community portal and improvements to print communications has been identified for the next round of planning.
Community Database Research
PROJECT DESCRIPTION
Research existing community information systems and recommend options for a process and format that enhances the access to services and programs in the Kingston community. You may read the Database Research Report located below right.
PROJECT OUTCOMES
Research and develop a report that includes:
- a list of Kingston community information databases that identifies the format, data model and method of maintenance for each database.
- Recommendations for technical methods for sharing databases.
- Service delivery options for sharing and managing community information that will support multiple agencies and potential development of a 211 telephone information system.
- Identification of current methods of public access to the information, uses and gaps.
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Recommendations for options to proceed in enhancing information and referral in the Kingston community.
PROGRESS INDICATORS
- Report is complete and provides the information needed to conduct the 211 feasibility study.
211 Feasibility Study
PROJECT DESCRIPTION
Collect and analyse information to identify options and the associated costs and benefits of implementing a 211 system for Kingston and area. 211 provides quick-dial, easy-to-remember telephone access to community information.
PROJECT DELIVERABLES
- An inventory of stakeholders and partners that identifies their capacity and interest in an information referral service.
- A business case that includes recommendations regarding governance, service delivery models, performance standards and budgetary requirements.
- Final recommendations prepared and presented to Council.
PROGRESS INDICATORS
- 211 Plan submitted to Inform Canada for approval by December 2003.
- The 211 Service for Kingston final report, dated December 3, 2003, was prepared in consultation with the 211 Advisory Group and lays out a plan to move towards a 211 service for the Kingston region. The plan was officially received by council on February 3, 2004. You can download the report as a PDF file.
Electronic Service Delivery (ESD)
PROJECT DESCRIPTION
Develop and implement the technology required to deliver municipal services through the Web site and over the telephone. This is phase one of a long-term project that will lay the foundation for future e-service options.
PROJECT OUTCOMES
- Identify and implement applications for a few key services that can be operational by December 2003.
- Streamline internal processes to improve service delivery.
- A common foundation, upon which other transactional services, public and private, can be launched in the future. For example, municipal complaint management and the community database.
- Increased service efficiency and effectiveness.
- Reduced costs for electronic transactions.
- Increased payment options and transaction methods.
PROGRESS INDICATORS
- Increased citizen satisfaction because of added convenience.
- Increase in collection of receivables for municipal fines or billed amounts.
- Reduced lineups and telephone wait times.
Enhanced 911
PROJECT DESCRIPTION
Upgrade the current 911 service with Bell Canada so the municipal address is displayed in the emergency dispatch centre when a call is placed from a landline. Provide access for all areas of the city to emergency service through the 911 number.
PROJECT OUTCOMES
- All citizens of the City of Kingston will have access to emergency services through a 911 phone call instead of a seven digit telephone number.
- Improved emergency response reliability.
- 911 calls will display address location to improve emergency response time.
PROGRESS INDICATORS
- Increased usage of the 911 service.
- Faster emergency response times.
- Reduced costs for emergency dispatch services.
