E-Delivery

CREATING VALUE The ACSA three-year Strategic Plan and 2015 Operational Plan is built on four pillars: capacity, accessibility, diversity and adaptability. Broadly, the goal of the ACSA is to remain recognized as the leader in safety education and safety accreditation in Canada. That is, recognized as the most relevant, most accessible, highest quality, most diversified in course offerings, and most adaptable among the alternatives available across the country. Over the past year, we have undertaken an organizational review to ensure we have the right structure, people and processes in place to support the organization. That includes revamping job duties, recruiting new staff, and increasing our ability to work together as a team. Moving forward, new services will be provided as a result of these types of improvements. Achievement will be measured via feedback from students, employers and industry partners, and from employee engagement surveys. A research program will be developed, to first establish the baseline and to then annually measure changes and progress on key measures. Research results will help to provide direct input into where to prioritize resources to ensure continual improvement and delivery of the Strategic Goals. CAPACITY ::::::::::::::::::: Strategic Goal One: To invest in infrastructure and capacity (people and technology) to sustain the organization for the long-term 1. Enhance service delivery and operational efficiency with upgrades to the information technology (IT) infrastructure. 2. Enhance service delivery and operational efficiency with process improvements, including a review of services, capacity and capabilities. 3. Develop and implement continual improvements, protocols and problem solving, to demonstrate the ACSA is operating at the highest industry standards. INITIATIVES: • Develop and implement an IT strategy, which embraces the full ability of a Learning Management System. • Streamline and standardize work and workflow processes. • Introduce standard development for staff, such as leadership and management skills for all managers and cross-training in appropriate departments. • Develop and implement a Human Resources (HR) strategy for attraction, retention and managing performance. IT Upgrades To improve service delivery, an IT strategy was developed to embrace the full ability of a Learning Management System. Improvements made in 2014 include a new server, computers, monitors, classroom technology and Wi-Fi access throughout the building. The new server runs in a high availability mode to facilitate production stabilization and resolve connectivity issues and breakdowns. More bandwidth was added to increase connectivity from both office and classroom settings. The ACSA client and staff phone system has been updated, implementing the ShoreTel system to provide better service. The Call Centre application of the new phone system provides increased capabilities, incorporating a call-back feature to reduce wait times and customized call reporting such as number of customers on hold and calls abandoned. The ease of use of the new system also provides a computer interface with productivity tools, such as call display and smart phone applications. Additional phone lines have also added to address call volumes. To increase efficiency, effectiveness and the capability to handle call volumes, new Customer Relationship Management (CRM) software (Accpac) is in the test phase with a phased implementation starting in April 2015. A business process review was conducted to determine how staff will interact with the new CRM application and recommendations will be incorporated during the roll-out of the new system, expected during the summer of 2015. ACSA is a longtime STARS supporter, guided by a shared philosophy of education, safety and saving lives. The 2014 Building Magic in the Air Gala raised more than $200,000, to ensure continued availability of STARS throughout Alberta. Left to right: Darcy Teichroeb (Electrical Contractors Association of Alberta), Ian Robb (Northern Alberta Building Trades Council), Gurpreet Lail (STARS Foundation), and Dan MacLennan (ACSA) 2014 STATUS REPORT & 2015 BUSINESS PLAN

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