INFORMATION SERVICES AND BEST PRACTICES

In 2006 my division established a strong base for future operations. Though amazed, we were not intimidated by the volume of work and the precision required in developing the detailed processes needed to deliver excellent client service. Our greatest challenge of the past year was trying to meet the needs of our field staff while crafting their working tools and moving to automated processes. At one and the same time, we were checking, correcting and loading data, developing an information system and creating a body of form letters. Our staff have embraced the Agency’s client service standards, and our co-op clients appreciate their efforts.

Our information system was launched with the first electronic filing of the new Annual Information Return by co-op auditors, on their clients’ behalf. This thrilling event was a long time in preparation. The information system itself is a gem and the tool we depend on to meet the Agency’s high standards. By automating our treatment of routine matters, the system frees relationship managers to deal with the co-ops at risk that need their personal attention and expertise. As we gear up for the first comparative-data reports, it’s rewarding to be able to give something back to housing co-ops in return for all the electronic information they provide through their annual information return.

My personal achievement of the year was the creation of a team that functions well together and gets things done. I take pleasure in the talent we are putting to work for our clients’ benefit.

We talk about getting past start-up, but I don’t believe we ever will. The Agency intends to be a centre of excellence for all housing co-ops. To achieve this, we must hold fast to our value of continual improvement and never come to believe that what we have already done is sufficient.