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REPORT RAPPORT |
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REPORT RAPPORT |
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DATE:
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22 April 2013 |
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TO/DEST:
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Executive Director, Ottawa Police Services Board |
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FROM/EXP:
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Chief of Police, Ottawa Police Service |
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SUBJECT/OBJET: |
COLLISION
REPORTING CENTRES -
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That the Ottawa Police Services Board:
1. Receive this update on the Collision Reporting Centres Project.
2. Maintain the current level of fees for the purchase of Motor Vehicle Collision Reports.
3. Approve an increase to the contract with CAE for project management services for an amount not to exceed $90,000 (exclusive of taxes).
BACKGROUND
The Collision Reporting Centres Project (CRCP) has been launched to transform the collision report process in Ottawa by improving customer service, reducing report processing effort, generating internal staffing efficiencies and increasing cost recovery on the distribution of collision reports.
The project’s goal, through the implementation of new technology and the introduction of enhanced Collision Reporting Centres (CRCs), is to process 70% of collisions at CRCs. The new approach is expected to realize $1.5 million of internal staffing savings as well as improve cost recovery by $1.4 million.
This project has been undertaken as part of the OPS Service Initiative (SI) in order to identify efficiencies and build capacity within OPS. The implementation of the CRC Project represents a more effective way for OPS to deal with non-injury, non-criminal, non-property damage collisions. It is an example of the kind of transformative projects that will be sponsored through SI.
The Project was approved by the Board in September 2012. This report provides an update on progress to-date and outlines the requirement to extend the project management contract with CAE.
DISCUSSION
Significant progress has been made since the CRCP Team’s last appearance before the board on 24 September 2012. The highlights include:
· The electronic motor vehicle collision (eMVC) software has been successfully implemented and electronic reports are now being submitted service-wide. This month staff expects that the 5,000th eMVC report will be submitted.
· The cost recovery rates for purchasing motor vehicle collision reports were implemented in January and a monthly trend of increased cost recovery has begun.
· The Automated Purchase Program (APP) which allows repeat purchasers of eMVC reports, such as the insurance industry, to receive their reports electronically, has been launched and the first company has signed on. The system is being piloted with them.
The achievements in each area of the implementation plan are discussed below.
1. Implementation of Technology Solutions
The first major component of the project is the introduction of an electronic motor vehicle collision (eMVC) report to replace the existing paper report. Versaterm, the OPS existing Records Management System (RMS) vendor, was asked to implement its eMVC solution, which electronically replicates the look of the Motor Vehicle Collision Report (MVCR).
A soft launch of the eMVC software began on 03 December 2012 with a limited number of users (6 Patrol, 36 Front Desk). This testing period allowed the project to evaluate the software in an operational environment prior to its release to all members. This phase also tested the processes that OPS will be implementing to achieve efficiencies in collision reporting.
The training of front line officers began in December 2012, using the Canadian Police Knowledge Network (CPKN), an online e-learning resource for Canadian police agencies. Using CPKN enabled 785 front line officers to complete their required training during their regular shift, without the need for in class training or overtime.
By 11 February 2013, after a three month soft launch, all officers began submitting motor vehicle collisions electronically. As of the submission of this report over 4,500 collision reports have been submitted electronically using the eMVC software. The electronic solution is already expediting the preparation, submission and distribution of collision reports to the Ministry of Transportation, the City of Ottawa and to the insurance industry. It is also a pre requirement for upcoming electronic transfer to those partners.
2. Establishment of Efficient Business Process
A review of the Motor Vehicle Collision Reports submitted to the Ministry of Transportation (MTO) reports found that in 2010 a total of 97% of all paper reports from police services across Ontario contain errors and/or omissions. Historically the ministry has corrected those errors during their data entry process however the MTO has recently served notice to all Ontario Chiefs of Police that as of 1 January 2014 they will no longer accept reports with errors and will return them to their respective police agencies for correction.
In anticipation of this change the CRCP introduced a streamlined Quality Assurance (QA) process within the Emergency Operations Directorate. Introduced with the launch of the eMVC software, the QA unit reviews each report, makes minor corrections, approves the report or returns it to the originating officer for major corrections. Frequent errors are identified and incorporated into training updates and refresher courses to help keep the number of errors to a minimum. The CRCP staff will also be meeting with ministry officials in May 2013 to review Ottawa specific quality assurance issues and incorporate the results into existing training resources.
The streamlined Quality Assurance process and error reduction efforts are improving the turn-around time for reports to the Ministry of Transportation and Insurance industry.
3. Implementation of Cost Recovery Measures
The fee structure approved by the Board for 2013 is designed to support the cost recovery goal of 50 – 60% of total collision reporting costs. In 2013 the staff effort to process all aspects of 18,000 collision reports is estimated to be $3.0 million, or $167 per collision report.
On 1 January 2013 fees for Single Report Purchases (SRP) of collision reports rose to $157. This increase reflects the total cost to the OPS to produce a collision report ($167), with an interim $10 fee reduction until such time as vehicle imaging becomes available upon the opening of CRCs.
Fees for the Automated Purchase Program (APP) began at $45 (including an interim $10 fee reduction) on 01 January 2013. Given that the insurance companies use only one out of every three reports that they receive through APP; this fee level ensures that APP clients do not pay more for a single report than SRP clients.
As imaging capability is not expected to be launched until Q4, staff is recommending that both the SRP and APP fee increases, scheduled to be implemented on 1 July 2013, be postponed until 1 January 2014. This timeframe will permit staff to install and test the photo / imaging system, ensure that it is fully operational and is producing the desired product. Accordingly the SRP fee would remain at $157 and the APP fee would be $45 until 1 January 2014. These rates are shown in Table 1.
Table 1
Revised Fee Schedule
Motor Vehicle Collision Reports
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Effective Date |
Purchase Method |
Proposed Fee |
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1 January 2013 |
Single Report Purchase (SRP) |
$ 157.00 |
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Automated Purchase Program (APP) |
$ 45.00 |
4. Establishment of CRCs and Expansion of Diversion Criteria
The final phase of the project will be the official opening Collision Reporting Centres (CRC) in the fourth quarter of 2013. A CRC will operate at the main police facility within each of our three existing geographic divisions across the city to ensure easy access and convenience for drivers.
The Police Facilities Section has engaged the services of MHPM to co-ordinate the design and approvals needed for the site modifications at each of the 3 CRC locations. The resulting construction contracts will be tendered. The site modification work is expected to be completed in Q3 at the Huntmar location, and Q4 for Elgin and 10th Line.
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CRC Location |
Address |
Completion of Site Modification (Forecast) |
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West Division |
211 Huntmar Dr. |
Q3 |
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Central Division |
474 Elgin St. |
Q4 |
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East Division |
3343 St. Joseph Blvd. |
Q4 |
Once fully operational all non-property damage collisions, including towed vehicles, will be diverted to a CRC. Motorists involved in driveable collisions will have 24 hours to attend a CRC and file a report. Operating at full capacity, CRCs are expected to process 70% of the 18,000 collisions that are processed by OPS annually, freeing up an estimated 8,000 hours of patrol time.
In the weeks leading up the official CRC opening an all inclusive communications strategy will begin to inform the public about the changes in reporting motor vehicle collision. Public Messaging will include information on the new CRC model and a component on what to do when you are involved in a collision. This strategy is designed to support the plan for CRCs through a variety of channels including the OPS website (ottawapolice.ca), paid advertising, support materials for front line staff and tow truck company employees, social media and earned media.
5. Implementation of Automated Electronic Data Transfer to Partners
Electronic Transfer
By July 2014 all police services must submit collision reports electronically to the MTO. Currently the MTO is receiving electronic reports from two software vendors on behalf of 18 police services. MTO is now working with our eMVC vendor, Versaterm, who will be piloting electronic transfer with the London Police Service in the coming months. At the completion of the pilot program, electronic transfer will be expanded to additional Versaterm clients, including the OPS.
The City of Ottawa is currently working with OPS Information Technology to establish a process to download collision data into the City’s Traffic Engineering Software (TES). This will allow the City to incorporate collision data, with traffic volumes, speed surveys and other roadway data for more effective use in the Safety Improvement Program, which leads to a variety of engineering improvements making Ottawa’s roadways safer.
Automated Purchase Program
The Automated Purchase Program provides customers with secure file transfer of collision reports through a software application called MOVEit DMZ. This program permits the OPS to automatically transfer the eMVC package, with the owner’s consent, to customers such as insurance companies. The company can then download the report enabling a faster review of their client’s insurance claim.
The report package itself will be in a PDF format and will include:
· The Ministry of Transportation Motor Vehicle Collision Report (Form 401),
· A statement from the insured or driver, and
· Four images capturing 360 degrees of the vehicle, including damage (not available for reports taken at roadside by patrol officers).
As of 23 March 2013 one insurance company is piloting the APP. After a successful transfer of 200 collision packages, the APP will be expanded to additional companies.
6. Evaluation of Implementation
The ongoing evaluation of the project is the responsibility of the Project Manager. Project activities are reviewed at the end of each “gate” of the project, enabling lessons learned from previous phases of the project be applied to the next phase one. Upon completion, a thorough project evaluation will be undertaken. .
Project Management Support
The success to date of the CRC Project can be attributed to the talented Project Team and the support of a professional project manager. At the start of implementation activities in August 2012, OPS engaged the services of a designated project manager from CAE, one who had been involved in optimizing the CRC and e-MVC processes in an earlier phase of the project. The Project Manger works in partnership with the CRC Business Owner (Acting Inspector Sandra McLaren) to deliver the project on time and on budget.
The August 2012 arrangement was for part-time support (ten hours per week) until December 2012, at a cost of $37,800. At the conclusion of the contract staff determined that a full time project manager was required for the CRC project for the duration of the key activities in order to ensure the project's success. The contact with CAE was extended until March 2013 for an additional $54,000, bringing the total contract to $91,800. This level is within the Chief’s delegated authority of $100,000 for a sole-sourced arrangement.
Staff have reviewed the remaining activities in the CRC implementation plan and have concluded that the Project Manager will be required until the final CRC goes live in Q4 2013. A financial commitment of $90,000, excluding taxes, will be required to extend the CAE contract for the project to that timeframe, bringing the overall CAE contract to a level of $181,000. The Board’s approval is required in these circumstances.
CONSULTATION
The public consultation process was not applicable to this component of the project.
Funds are available within the overall project budget to support the proposed increase in the project manager contract with CAE.
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906213 Business Transformation – Collision Reporting Centre Project |
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Approved Budget |
$945,000 |
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Total Paid & Committed |
735,000 |
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Balance Available |
$210,000 |
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This Request |
$90,000 |
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Balance Remaining |
$120,000 |
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The implementation of Collision Reporting Centres will provide the OPS with a more effective way to deal with non-injury, non criminal, non-property damage collisions. The continuation of project management support will ensure the continued success of the final phases of the implementation of the CRCs.
(Original signed by)
Charles Bordeleau
Chief of Police
Responsible for report: Director General Debra Frazer
