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HomeMy WebLinkAboutCS-19-95Subject: AQUATIC REGISTRATION PROCESS REVIEW Recommendations: It is respectfully recommended that the General Purpose and Administration Committee recommend to Council the following: 1. THAT Report CS -19 -95 be received; 2. THAT the Community Services Department retain the current method of registering children /youth learn to swim programs; 3. THAT registrations for Leadership and Adult Aquatic and non - aquatic programs continue to be handled using a mail -in /walk -in format; and 4. THAT the registration for the Fall series of aquatic programs be held at the Garnet B. Rickard Recreation Complex on Saturday August 19, 1995. 1.0 BACKGROUND: 1.1 The Community Services Department is responsible to initiate and implement a program registration process four (4) times each year. The current system has been used for the past three (3) years, specifically for aquatic program registration, and is based on a first come, first served concept. Concerns have been raised regarding this process. The concerns do not appear to be directly related to the actual acceptance and processing of the registrations but, rather, with the line ups that occur prior to the start of the process. Staff have attempted to address the line up problem through a review of the current procedure and the development of a potential alternative system. 1.2 On March 20, 1995 a special survey /flyer (Attachment 1) was distributed to those individuals who attended the spring aquatic registration night. On this evening, approximately 300 of the survey /flyers were distributed. As of the completion of the second week of classes, a ./2 1A 11° ECVCLE 11i S S FlgtflED 04 FEGYLLED PAPER REPORT CS -19 -95 - 2 - JUNE 19, 1995 total of 75 completed surveys have been received by the Community Services Department. This report will discuss the proposed lottery system, review the survey results (and comments) and will present staff's recommendations regarding future direction. Before proceeding, it should be clearly noted that the survey /flyer included the following statement with the intention of encouraging people to respond: "In order to make the decision in a timely manner we will assume that if we do not get responses that the current system is adequate and should not be changed ". 2.0 LOTTERY SYSTEM: 2.1 The survey /flyer (Attachment 1) provides a detailed description of the current process as well as an overview of proposed lottery system and how it might operate. Since the identified concern has not been the actual method of receiving and processing completed registration forms, this aspect has not been changed. What has changed is the method by which individuals would gain access to the registration area. 2.2 The lottery process requires a 14 day "pre- registration" period. During this period, individuals wanting to register their child(ren) in a learn to swim program would be directed to go to the Fitness Centre in order to register for the lottery draw. The Fitness Centre was selected because its hours of operation are longer and, therefore, do not prevent interested individuals from being able to pick up their numbered ticket at their convenience. Staff opted not to make the lottery tickets available at other facilities in order to reduce the opportunity for individuals to attend more than one site and getting more than one lottery ticket. At the conclusion of the pre- registration period, all numbered tickets issued would be input onto a special computer program - the computerized draw is favoured in order to ensure objective drawing of numbers. Staff would initiate this program to randomly select numbers which would result in a printed list of the 'order of registration'. This list would be posted in the Fitness Centre and other Municipal facilities (eg. Rickard Recreation Complex, Municipal Administrative Centre) so that potential registrants could (prior to the day of registration) locate their number to find out when (and at what time) they would be able to access the registration area. Staff would list approximate time frames for specific groupings of numbers to enter the registration area based on the processing time required during previous registrations. 2.3 Essentially, the proposed lottery system attempts to remove any advantage (perceived or actual) that lining up early (or at all) would provide. The process, as outlined on the ../3 902 REPORT CS -19 -95 - 3 - JUNE 19, 1995 survey /flyer, was provided in order to ensure that the reader could fully understand what it was they were being asked to indicate their preference for. 3.0 REGISTRANT SURVEY: 3.1 Staff prepared and distributed the survey /flyer in order to give program clients the opportunity to have input into the review process. Their input in the review process is important as they are the ones to be most effected by the end decision. The number of surveys completed and returned to the Community Services Department represents approximately 25% (75 out 300) of the total surveys issued. The survey information collected is considered valid since the statement that "no response would be interpreted as support for the current system" was included on the survey portion of the flyer. 3.2 The following tables summarize the information collected relative to the preference for the systems presented and the option of either weeknight (current) or Saturdays registration days. Table 1: Preference between Lottery and Current System of Registration Table 2: Preference between Saturday and Weeknight Registration Day ../4 M REPORT CS -19 -95 "4" JUNE 19, 1995 3.3 All completed surveys have been kept on file in the Community Services Department for information and reference. The following are samples of some of the unedited comments that were submitted on the reverse side of the survey portion of the flyer: - "I believe that people have come to accept and find strategies to deal with the present registration system. However, it would be much better on Saturday so there is a better chance of working parents participating "; - "issue tickets on arrival as to prevent last minute arrivals from budding in "; - "the lottery is unfair! I waited for 6 hours today to get my children where I want them. I took time off of work to do this. Saturday sign up would help with child care. I am willing to sit for 6 hours ... the lottery stinks!! "; - "any system that alleviates the hours of lining up is preferable." - "definitely not!" [comment found in box beside lottery system option] - "The proposed lottery registration process seems to be too time consuming and too much administrative hassle to be worth it. If this system is implemented, it seems that it would take a total of 3 trips to register my children instead of one. Why not have registration for one day ?'; - "The current system is fine. If registration is important to a parent, they should be willing to sacrifice some of their time in line. I would favour a Saturday registration over a week night. It is very difficult rushing home from work and hurrying to the complex to line up. "; - "I want to have some control over whether my children get swimming lessons. With the lottery system I have no control.'; - 'Definitely no to the lottery system as well as Saturday morning "; - "Of your choices the present one is the best. Sat. morning people would camp out all night which could be dangerous and unsafe. The people that line up early also work. We all work & have to re- arrange our schedules to make [it]. I feel that the lottery system is very unfair because the people that really want their children [in swimming] will make the attempt and get them in their respect lines. I DO NOT WANT THE LOTTERY SYSTEM!!!!" - "I really don't mind this 1 night thing in comparison to the new suggestion of going out 3X to see if you get in. "; - " The current method of registration, a nightmare though it is, at least ensures that those who line up get the classes they want. Why not just continue the same method but move to a weekend date to facilitate all of us working families? If we choose to line up in the middle of the night that is OUR CHOICE to ensure our children get the lessons we want. "; .. /5 904 REPORT CS -19 -95 - 5 - JUNE 19, 1995 - " This is our first time participating in swim lesson sign -up. I was prepared to wait & wait & wait. Unfortunately, due to the large number of families participating the problem of line- ups is consequential. You will never come up with one answer to make everyone happy. I think the parents involved in sign -up should be a little understanding. Lottery systems sound not so bad, trial by error. If you do each program on separate nights or times that takes up a lot of time for your staff. Good Luck!'; - "Sounds like someone has put a lot of thought into the process. It sounds like it should work - I say give it a try"; - "Why not mail in registrations? All registrations received by a certain date will be chosen randomly & processed "; and, - "Glad to see the proposed change to the registration for swimming!!!! It seems like a fair way for all concerned. Standing in the lineups for registration (as in the past) was a terrible waste of time, unfair to working parents, and to myself - quite annoying. I look forward to the "lottery" in the fall ". 4.0 SUMMARY: 4.1 The preference of registration procedure shows that the majority of respondents in favour of keeping the current system despite the line ups. This system was originally implemented to reduce the time delays, costs and administrative problems that were associated with a mail -in registration procedure. When the Municipality used the mail -in procedure for children /youth learn to swim programs a significant number of individuals decided not to trust the postal system and walked -in their registration forms. This created "traffic" and noise problems in the hallway of the third floor of the Municipal Administration Centre. One respondent suggested that the Municipality consider a "phone -in" registration process (similar to that used by Durham College) however, given the number of rotary dial telephones still in use in this Municipality, this procedure is not advisable at this time. 4.2 The current system of registration is used in other Municipalities including the City of Oshawa, the Township of Uxbridge and the Town of Ajax - the Town of Whitby uses the mail -in procedure. The staff of the Community Services Department, who are responsible for and work the current registration procedure take great care to make the waiting aspect of registration as comfortable as possible. Based on the results of the survey, it is staff's recommendation that the current system continue to be used as the registration method for children /youth learn to swim programs. Staff will continue to monitor the process and will investigate ways of continuously improving the service provided to the residents of Clarington. Based on the survey information, it is further recommended that the Community Services Department implement, on a trial basis, a Saturday registration day. ../6 REPORT CS -19 -95 -6 - JUNE 19, 1995 Respectfully Submitted, Josph P. Caruana, Director De rtment of Community Services JPC:JJC:sa Recommended for presentation to the Committee, William H. Stoc ell, Chief Administrative Officer REPORT CS -19 -95 ATTACHMENT 1 PARENT and PARTICIPANTS IN CHILDREN/YOUTH LEARN TO SWIM PROGRAMS Jennifer J. Cooke, Recreation Superintendent March 17, 1995 REGISTRATION REVIEW Over the past 2 years the Community Services Department has received and recorded a number of concerns regarding the current process of aquatic program registration. As of the Spring 1995 program session adult participants and those individuals interested in Aquatic Leadership programs may register for these programs by mail - using the registration forms included in the Spring /Summer Community Activity Guide. For those individuals wanting to register their children in the Children/Youth Learn to Swim programs (ie. Waterbabies 1 - White /Lifesaving III) staff have revisited the current process in order to address your concerns. The current process of registration is held on a week day evening (6;30 - 8;30 pm). This is perceived to penalize working parents who, for example, may not be able to arrive home in advance of the start time. To remedy this, the Community Services Department proposes to hold registration on Saturday morning. This may prove to be beneficial not only to working parents but to registration staff who will be able to make program decisions much earlier in the process allowing more time to replace low registered programs with those having significant waiting lists. The current process is based on the concept of first come, first served. With this process individuals wanting to register in aquatic programs have decided to line up well in advance of the published start time in order to improve their chances of getting into the program of their choice. This has resulted in the perception that the process is unfair to those individuals who are unable to arrive at the facility early. The proposed process keeps what is good about the current process and adopts the benefits of a lottery-style registration. The process, if approved, will be implemented for the Fall 1995 program session which will register on Saturday August 19. 1995 (beginning at 8;30 AM). The lottery process begins with the distribution of the Community Activity Guide scheduled for late July 1995. Families interested in registering for the fall children /youth learn to swim program are to register for the lottery draw by going to the Fitness Centre (located beside the Bowmanville High School, on Liberty Street) and requesting a numbered ticket. Please note that when you pick up your numbered ticket at the Fitness Centre you will be asked to give your name. The name of the family member who will actually attend on the day of registration day is preferred as staff are required to verify your name and the number of the ticket issued on the day of registration. One numbered ticket will be issued per family. The names of those issued a ticket and the corresponding ticket number will be recorded in the computer. The Monday prior to registration Saturday, staff will initiate a computerized random selection of issued ticket numbers. There is a 14 day period during which interested registrants are able to register for the draw. A computer print -out of the names of all those in the draw (in alphabetical order) and their ORDER OF REGISTRATION will be posted for viewing at the Fitness Centre, Rickard Recreation Complex and the Municipal Administrative Centre by 4:30 pm that same day. This list will provide the order and time by which each individual families will be admitted into the registration area. Please make note of the time so that you do not miss your time slot. On the day of registration, registrants are to go to the Garnet B. Rickard Recreation Complex at the designated time. When your grouping is called you will proceed to a designated area where staff will receive your portion of the ticket, check your name from the list and check your identification (eg. drivers license). PLEASE NOTE THAT YOU MUST HAVE YOUR NUMBERED TICKET AND PROOF OF IDENTIFICATION IN ORDER TO REGISTER. From here you will proceed to the registration area and to the appropriate class table(s), to pick up the registration forms for the programs of your choice, complete and submit the form(s) with your payment and exit the facility. The posted list includes an estimated registration time that staff will follow on the day of registration. Registration Staff propose that they will process registrants according to the schedule below: 1 -110 8:30 AM- 9:OOAM 111 -221 9:05 AM -9 :35 AM 222-332 9:40 AM - 10:10 AM 333-443 10:15 AM - 11:45 AM 444-554 11:50 AM - 12:20 PM 555 - END 12:25 PM - 12:55 PM * NOTE: The grouping of numbers indicated above refers to the NUMBERED ORDER OF REGISTRATION as provided by the posted list. With this new process, there is no advantage to lining up and /or arriving prior to the posted time of registration for your group - all registrants will enter the registration area according to the established order of registration schedule. If the program of your choice fills prior to your time slot, then you may proceed to the waiting list area to record your name, class preference (day & time) and leave the facility. All filled classes /programs will be posted for viewing as they fill. The following information is a general outline of how the new process will be implemented. Please read the information carefully and complete the survey found at the end. You are encouraged to provide the Community Services Department with your comments, suggestions and questions. If you have questions please call the Community Services Department (623- 3379) or provide your name and phone number at the bottom of the survey so that we can contact you. 9�8 EXAMPLE OF THE PROPOSED LOTTERY REGISTRATION PROCESS [Note: Dates are tentative and may be subject to change] WEEK OF JULY 24 Household delivery of the Fall/Winter Community Activity Guide is implemented by Canada Post; JULY 31 - AUG 13 To register in the fall series of programs registrants pick up a numbered ticket at the Fitness Centre during the published hours of operation. The name of the family picking up the ticket and the number of the ticket issued is recorded in the computer for the lottery draw. AUGUST 14 A special computer program is initiated to random /y draw the numbered tickets - providing the "Order of Registration ". The draw is completed when all tickets have been drawn. AUGUST 14 The computer - printed Order of Registration list is posted at the Fitness 4:30 PM Centre, Rickard Recreation Complex, and the Municipal Administrative Office alphabetically with the registration time slot provided (see example below). FAMILY NAME DOE, JANE GREEN, M.R. JONES, WENDY PUBLIC, JOHN Q. SMITH, TOM WISE, GUY REGISTRATION ORDER 28 125 236 2 404 498 REGISTRATION TIME 8:30 - 9:00 AM 9:05 - 9:35 AM 9:40 - 10:10 AM 8:30 - 9 :00 AM 10:15 - 11:45 AM 11:50 - 12:20 PM AUGUST 19 Registrants arrive at the registration facility, produce their numbered ticket and proof of identification (tax receipt and /or drivers license), and their name is checked off the master list, Registrants then proceed to the registration area to complete the forms for the program(s) of their choice. Please let us know any other comments and suggestions that you have that will help us to provide improved registration service. Space is available on the reverse side of this flyer for that purpose. When you have completed the survey and your comments, please drop them off at the FITNESS CENTRE or at the COMMUNITY SERVICES DEPARTMENT, 40 Temperance Street, Bowmanville. Contact the Community Services Department should you have any questions or would like additional information: COMMUNITY SERVICES DEPARTMENT 623 -3379 I HAVE READ THE INFORMATION ON THIS FLYER AND I PREFER: (CHECK APPROPRIATE BOX) YES NO THE PROPOSED LOTTERY SYSTEM OF REGISTRATION THE CURRENT SYSTEM OF REGISTRATION SATURDAY MORNING REGISTRATION WEEK -NIGHT REGISTRATION NOTE: In order to make the decision in a timely manner we will assume that if we do not get responses that the current system is adequate and should not be changed. DN:LOTTERY.MEM s REVISED: May 29, 1995 COMMENTS AND SUGGESTIONS YOU WOULD LIKE TO MAKE: OPTIONAL - COMPLETE THIS AREA ONLY IF YOU WOULD LIKE SOMEONE FROM THE COMMUNITY SERVICES DEPARTMENT TO CONTACT YOU ABOUT THIS SURVEY AND THE INFORMATION PRESENTED. NAME: ADDRESS: TELEPHONE NUMBER: