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Home My WebLink AboutCSD-16-02 r u_ ~ Q![-ff1glOn REPORT COMMUNITY SERVICES DEPARTMENT Meeting: GENERAL PURPOSE AND ADMINISTRATION COMMITTEE I October 7,2002 Resolution #6!1I:3~;-oJ- Date: Report #: CSD-16-02 File#: PI r)' By-law #: Subject: Introduction of Eazy-Reg Online Computerized Registration Recommendations: It is respectfully recommended that the General Purpose and Administration Committee recommend to Council the following: 1. THAT Report CSD-16-02 be received; JPC/BRT/E Last Revision Date: September 27. 2002 J h. Caruana irector of Community Services Reviewed bQ ~---=- ~ Franklin Wu Chief Administrative Officer Submitted 1012 REPORT NO.: CSD-16-02 PAGE 2 1.0 BACKGROUND 1.1 Through the 2002 Current Budget process, the Community Services Department introduced E-Connect, a computerized on-line registration program as part of the Municipality's e-Government initiative. 1.2 E-Connect is an enhancement to the existing "EazyReg" registration service. 1.3 On-line registration will enhance customer service and improve communications and registration opportunities for residents of the Municipality. The Community Services Department will implement this service for the Winter 2003 program registration session. Clarington's on-line registration will be the first in Durham Region. 1.4 Computerized online registration allows clients to access program information via the web; and, to register for programs from their home or office. This new service builds on the foundation of the firs~ Program Registration module from the CLASS suite of recreation software first introduced in the summer of 1999. 1.5 "EazyReg" computerized online registration is an advanced and highly flexible online registration and secure on-line credit card payment system that offers our customers access to electronically register and pay for programs 7 days a week from the comfort of their own home or office during the registration period using a personal computer. The key benefit to the customer is speed, convenience, and flexibility. 1.6 Some of the benefits of Online Registration are: . Convenient and equal access to programs for the community . Increased access to eligible programs . Enhances customer service through speed, convenience and flexibility . Reduces registration operating costs . Raises municipal and community profiles . Improves communications with residents . Assists in attracting and retaining customers . Instant registration for customer without having to wait in long lines . Boosts revenue by providing the customer with additional opportunities and flexibility to access classes 1.7 The greatest benefit derived from self-service on-line registration is the processing of a high volume of transactions that save staff time and allow them to perform a "higher" level of service for their customers. "EazyReg" Online Registration will help to attract new customers, retain existing customers and raise the municipality's profile in the community. 1 0 13 REPORT NO.: CSD-16-o2 PAGE 3 1.8 Public access to program registration gives the Community Services Department the tools required to face today's challenges in meeting the needs of the community, maximizing existing facilities and establishing future community recreation trends. 2.0 "EAZYREG" ONLINE REGISTRATION PROCESS 2.1 The EazyReg Online Registration component will allow clients to log onto the Municipality's existing web site (www.municioalitv.clarinaton.on.ca) and link to "EazyReg" in order to check program schedule and availability. The client may also search the database using the course barcodes found in the most recent copy of the Community Guide. 2.2 As with EazyReg Touch Tone Telephone Registration, clients will be prompted to enter their family account number and personal client barcode as well as a valid Visa or MasterCard number with expiry date to process their registration. A confirmation receipt will be mailed to their mailing address within five (5) business days. 2.3 EazyReg Online Registration is run from a secure server, which offers secure credit card and registration information to clients. (It is highly recommended that clients use Intemet Explorer 5.0 or Netscape 7.0 or higher with new security and encryption features.) These programs are both readily available at no charge on the Internet. 3.0 MARKETING & PROMOTION 3.1 On-line registration information packages will be available to clients at various Municipal Facilities, which will include: . Instructions on how to use online registration . Contact information . Credit Card policy 3.2 Customer sign-up forms for new customers, along with promotional material will continue to be located at every "walk-up" counter in all municipal recreational facilities and at the MAC Customer Service Desk. 3.3 Posters will be distributed to all facilities, libraries, elementary & high schools, senior's centers, and post offices (where permitted). Two weeks prior to the full launch, a series of ads will run in the Clarington page of the local newspaper as well as radio spots on local radio stations. Press releases will also be distributed. 1014 . . REPORT NO.: CSD-16-02 PAGE 4 3.4 All information, instructions and printable registration forms will be included on the Municipal Web Page. At the Town Hall, displays will be set up and information can be included on the electronic message board. 4.0 TESTING 4.1 An intemal test will be performed by having a number of staff members "experiment" by logging on and trying out the system. This test group will be helpful for feedback in gauging the clarity of the instructions. 4.2 Once all of the intemal feedback is received, a subsequent direct mailing will be sent to a target group of existing clients inviting them to log on and "test" the system. Feedback from this group will be recorded to determine the ease of the registration process. Feedback will be assessed and adjustments will be made were required. 5.0 COMMENT 5.1 The Community Services Department is committed to providing quality programs and services to the community. EazyReg Online Registration will provide our customers with an easy and convenient option to use when registering for recreational programs. 5.2 The current EazyReg Touch Tone Telephone Registration Program currently processes approximately 60% of all registrations. 5.3 Members of the public who do not have access to Touch Tone Registration or a personal computer will still be able to register in person at Clarington Fitness Centre, Courtice Community Complex and Rickard Recreation Complex during their respective operational hours. (Residents will also be able to register at the Municipal Administration Centre when the Community Services Department moves back to the MAC.) CORPORATION OF THE MUNICIPALITY OF CLARINGTON 40 TEMPERANCE STREET, BOWMANVILLE, ONTARIO L 1C 3A6 T (905)623-3379 F (905)623-65D6 1015