HomeMy WebLinkAboutCSD-04-02
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Cl~mgron
REPORT
COMMUNITY SERVICES DEPARTMENT
Report #:
General Purpose and Administration Committee
February 18, 2002 Resolution #()I1-tJSb -o;t..
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CSD-04-02 File #: /(00 By-law #:
Meeting:
Date:
Subject:
EAZYREG TOUCH TONE TELEPHONE REGISTRATION
IMPLEMENTATION
Recommendations:
It is respectfully recommended that the General Purpose and Administration Committee
recommend to Council the following:
1. THAT Report No. CSD-04-02 be received for information:
Jo h P. Caruana
vector of Community Services
Reviewed b~3 t~ ~ ~
Franklin Wu
Chief Administrative Officer
JPC/BT/EB
1006
REPORT NO. CSD-04-02
PAGE 2
1.0 BACKGROUND
1.1 On Monday, December 3,2001, the Municipality of Clarington introduced the
EazyReg Touch Tone Telephone Registration system to aquatics participants.
1.2 Prior to Implementation, a full direct mail campaign, was sent out in mid-
November to all clients who are recorded in our Class database, each participant
received:
. Instructions on how to use touch tone registration (EazyReg)
. Contact information
. EazyReg worksheet
. Fridge magnet to record their family account number and personal client
barcodes
1.3 Families were able to register their children for Winter 2002 aquatics programs at
the Courtice Community Complex, Clarington Fitness Centre, Community
Services Department, and by using EazyReg.
1.4 The test run was held November 12 through 16th, 2001. Thirty-five participants
were registered during this test run. A confirmation form was mailed to each
registrant within 5 business days after their registration. A feedback form (see
attachment #1) was inserted with their confirmation. Of the 35 registrants, 8
feedback forms were completed and returned. Some registrants chose to call
instead, and offered many helpful suggestions.
1.5 The feedback provided by the test run registrants was used to modify the menu
sequence, voice instructions and recordings.
2.0 LIVE INTRODUCTION and FEEDBACK
2.1 From December 3, 2001 through to and including January 11, 2002, 787 families
registered their children for aquatics programs. Of that, 398 (approximately 50%)
families registered using EazyReg during this time frame. Traditionally, the first
day of registration is the busiest and this proved to be the same with the
EasyReg as 274 families registered that day, indicating acceptance by the
community of both the program and the touch tone phone technology
. 2.2 Of the 398 families that used the EazyReg system and received a feedback form,
37 returned their completed feedback forms to the Community Services
Department.
2.3 The form was designed to receive feedback about specific areas and included a
section for general comments. The responses are summarized on Table 1
(attachment #2).
1007
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REPORT NO. CSD-04-02
PAGE 3
2.4 From the information provided, staff was able to respond immediately to client
concerns regarding instructions and navigation of the program. The client
feedback results also identified a telephone hardware issue in which the lines
would continually ring without being answered, yet the computer indicated no
calls were being received. Bell Canada immediately responded to make the
necessary repairs and no further line issues were experienced during the
balance of the registration period.
3.0 COMMENT
3.1 The Community Services Department is committed to providing quality programs
and services to the community. Touch Tone Registration has provided our
customers with an easy and convenient option to use when registering for
courses. EazyReg was a successful registration procedure for our clients during
the Winter 2002 session, as demonstrated by the percentage of clients who used
the system from the comfort of their home or work.
3.2 The feedback that was received from the clients who registered using EazyReg
in the Winter 2002 session, will be used to make the appropriate changes to the
menu and system in order to improve the process for the Spring 2002 registration
launch.
3.3 For the Winter 2002 session, we offered youth aquatic learn to swim programs
through EazyReg. This first live launch of the EazyReg system did not include
fitness classes, adult learn to swim programs and leisure recreation programs.
These programs will be available through EazyReg for Spring 2002 registration.
3.4 The Community Services Department is continuing to research the opportunities
of forward-thinking registration methods. Currently, the Community Services
Department is anticipating the option of "e-Connect" (Internet Program
Registration Software) as an expanded customer service option for program
registration with plans to introduce this opportunity to our community in the fall of
2003.
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REPORT NO. CSD-04-02
PAGE 4
ATTACHMENT #1
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Please take a moment to provide us with your feedback about your EazyReg experience. The feedback
you provide to us about your experience will help us better serve you in the future.
When you have completed this Feedback Form, please fax it to us at 905-623-5506 OR mail or drop off
to:
Municipality of Clarington
Community Services Department
40 Temperance Street
BowmanviIle, ON
LtC 3A6
Famil Name:
Date of Re istration:
Time ofRe .stration:
Number of People
Re istered:
Understandable Voice
Commands
Accurate Instructions
Poor
Good
Excellent
Poor
Good
Excellent
Did you ever reach a dead
end?
If yes, were you given the
opportunity to reach the main
menu?
If you answered "No" to the
above question, do you recall
where you were in your
registration when you were
not given the option to return
to main menu?
Additional Helpful Hints:
Yes
No
Yes
No
Please indicate here where you were when you were not given
the option to return to the main menu:
1009
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REPORT NO. CSD-04-02
PAGE 5
ATTACHMENT #2
Client Feedback Results
Excellent Good Poor
22 13 1
21 14 2
16 17 3
15 2
7 13
22
13
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