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THE CORPORATION OF THE MUNICIPALITY OF CLARINGTON
REPORT
Meeting:
General Purpose and Administration Committee
File#R()b
Res. #bld-Sf)cJ /
Date:
June 18,2001
Report #:
CS-18-01
By-law #
Subject:
INTRODUCTION OF 'EASYREG" TOUCH TONE
TELEPHONE REGISTRATION
Recommendations:
It is respectfully recommended thai the General Purpose and Administration Committee
recommend to Council the following:
1. THAT Report No. CS-18-01 be received for information;
1.0 BACKGROllND
1.1 In the process of enhancing customer service and improving communications,
the Community Services Department is introducing "EasyReg" Touch Tone
Registration for the Winter 2002 registration session. "EasyReg" is the
Municipality of Clarington's newest registration method.
1.2 This new service builds on the foundation of the first Program Registration
module from the CLASS suite of recreation software first introduced in the
summer of 1999.
1.3 "EasyReg" Touch Tone Registration is an advanced and highly flexible telephone
registration and credit card payment system that offers our customers access to
register and electronically pay for programs 7 days a week, 24 hours a day from
the comfort of their own home or office during the registration period using a
touch tone telephone. The key benefit to the customer is speed, convenience,
and flexibility.
2.0 BENEFITS
2.1 Public access to program registration gives the Community Services Department
the tools required to face loday's challenges in meeting the needs of the
community.
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2.2 Some of the benefits of Touch Tone Registration are:
. Ensures equal access to the community
. Increased access to eligible programs
. Enhances customer service
. Boosts revenue while reducing operating costs
. Raises community profile
. Improves communications
. Assists in attracting and retaining customers
. Instant registration for customer without having to wait in line
2.3 The greatest benefit derived from self-service telephone 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. "EasyReg" Touch Tone
helps to attract new customers, retain existing customers and raise the
municipality's profile in the community.
3.0 "FASYREG" TOIICH TONF PROCESS
3.1 The CLASS system groups members of the same family under one family
Account Pin Number and each family member is issued an individual "bar code".
Registrants will dial the "EasyReg" telephone line and will be requested to enter
their Family Account Pin Number, a family member's Client Barcode Number
and then follow the automated instructions.
3.2 The client will be asked for the Bar Code for the course found in the Community
Guide and continue to follow the provided instructions for each course and/or
family member who wishes to register. The "EasyReg" line will confirm that the
information entered is correct.
3.3 Once the selections are complete the client will be asked to enter a credit card
number and expiry date to process their payment and complete the transaction.
A receipt will be mailed to their home.
3.4 If the client wishes to withdraw or make changes either during the registration
process or later, they will require the Confirmation Number given verbally at the
time of registration or printed on their Confirmation Letter, along with their Family
Pin Number and Client Bar Code. They can then call the EasyReg system and
follow the automated instructions.
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4.0 MARKETING & PROMOTION
4.1 A full direct mail campaign to all clients will be sent out including:
. Instructions on how to use touch tone registration
. Contact information
. Credit Card policy
. Fridge magnet to record their barcode number and PIN.
4.2 Customer sign-up forms for new customers, along with promotional material will
be located at every "walk-up" counter in all municipal recreational facilities.
4.3 The Spring-Summer Community Guide/Clarington Today publications have been
used to promote the initial information that "Touch Tone Registration is on the
Way" and will continue to be used to inform the public about this new service.
The guide has also been reformatted to include the new course bar codes.
4.4 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 local newspapers as well as radio spots on
local radio stations. Press releases will be distributed.
4.5 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.
5.0 TFSTING
5.1 An internal test will be perfonmed by having a number of staff members
"experiment" by calling in and trying out the system. This test group will be
helpful for feedback in gauging the clarity of the instructions.
5.2 A direct mailing will be sent to a target group of clients inviting them to phone in
and "test" the system. Feedback from this group will record the clarity and
exactness of recorded scripts. A scheduled test time will be used to test the
capacity.
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6.0 COMMFNT
6.1 The Community Services Department is committed to providing quality programs
and services to the community. Touch Tone Registration will provide our
customers with an easy and convenient option to use when registering for
courses.
6.2 The Community Services Department is exploring the option of "eConnect"
(internet registration) and will report back to Council when the information is
available.
Respectfully submitted,
Reviewed by,
. Caruana
or of Community Services
G Y-'dv~{~( -':'{l}-Ct_
Franklin Wu, M.C.I.P., RP.P.
Chief Administrative Officer
JPC/PG/pg
804