Conference Agenda At a Glance
Agenda still being finalized. Some topics or scheduling may be adjusted.
Theme: Growing Our “Tradition of Service”
Sunday, October 3, 2010
Walking Tour of Historic Port Credit (optional)
If you have ever wanted to “shop till you drop”, take a walk on a waterfront trail, learn about Port Credit’s history or just relax in one of the many restaurants in the village, then this walkabout is for you!
This Walkabout activity is an option for participants who arrive early on Sunday, October 3, 2010 and want to visit the quaint Village of Port Credit and learn about Port Credit’s history (1835-2010). Port Credit has an array of shops, restaurants/pubs, parks, a waterfront trail and marina, all within walking distance of the host hotel, the Waterside Inn.
Time: 1:00 p.m. – 4:00 p.m.
Start: The Waterside Inn
Finish: Last clue will take you to the final destination.
Let’s have fun and discover the historic Village of Port Credit at a leisurely pace. The catch to this walkabout is that you do not have a tour leader – you must follow the clues to find your next destination. Sometimes you will be required to answer a question, complete a task, stop to shop or maybe just enjoy the view. A map will be provided. Enjoy!
Welcome Reception at the Waterside Inn
(sponsored by MSDO Executive)
Monday, October 4, 2010
Conference Morning Sessions
• Conference Welcome/Introduction of Theme related to Customer Service Week
• Vancouver 311 & the 2010 Olympic Experience
• Mississauga’s 360o Service Delivery Approach
• Open 311/OpenPlans
Conference Afternoon Sessions
• Microsoft Canada Sponsor Presentation: Social Media’s Impact on Service Delivery
• Leadership Development Strategies & Programs Forum
• Recognizing & Rewarding Employees in a Municipal Environment
Evening Reception and Dinner
Canada Coast to Coast at the Waterside Inn
Crooked Cue Pool Pub in Port Credit
(optional networking excursion)
Tuesday, October 5, 2010
Conference Morning Sessions
• Citizen Inclusion Strategies
• KPMG Sponsor Presentation: Optimizing Service Efficiency & Effectiveness
• Customer Satisfaction Surveys
• OMBI’s Benchmarking Opportunities
Breakout Session:
• Track 2 – Strategic Customer Service Plans that Drive Quality and Accountability
Conference Afternoon Sessions
• Cisco Systems, Inc. Sponsor Presentation: Municipal Service Delivery Enabled through Cloud Computing
• MSDO Annual General Meeting
• Update from the Public Sector Service Delivery Council (PSSDC)
• The Value of MSDO Membership
Evening Gala Reception and Dinner
A taste of our region at the Millcroft Inn
Wednesday, October 6, 2010
Optional special MSDO Conference training offer!
Institute for Citizen-Centred Service (ICCS) presents the Public Sector Service Fundamentals Course
The Public Sector Service Fundamentals (PSSF) is a full-day course offering that provides a common understanding of citizen-centred service management in the public sector. Participants will be introduced to the key principles, concepts, ideas and language surrounding service in a public sector setting. Examples of topics you will explore in this course include: the definition of service in the public sector and how it is evolving in Canada and elsewhere; why citizen-centred service is important in the public sector (including its role in regulatory settings); the types of recipients of public services, including unique aspects of regulated services; a high level overview of citizens' and businesses' needs, expectations and priorities based on over ten years of research and survey results, and; a brief overview of the concept of a "service value chain" for the public sector.
Those who attend the PSSF course will have an opportunity to discuss the challenge of managing service delivery in a public sector context. Participants will learn how to interpret and apply findings from citizen and client research and use this information to transform the way services are managed and delivered. Throughout the session you will gain new insights into citizen-centred service management and delivery that will contribute to your organization's success and also benefit you in your career!
ICCS Training Day - $ 250.00*
* This is a one-time special 2010 MSDO Conference rate.
The $250.00 fee is payable to ICCS directly. Please do not include it in your MSDO Conference registration payment.
If you wish to participate in the Optional ICCS Training Day on October 6, 2010, please go to the ICCS Registration Site or email ashley.walker@iccs-isac.org for registration information. Registration for this course offering will close on September 29, 2010.