Governance and Service Delivery

In today’s changing environment governments are under increasingly greater pressure to ensure that programs and services remain relevant and responsive to community needs, and that they continue to be delivered efficiently and effectively. IBI Group provides government and public sector organizations with a comprehensive range of professional consulting services related to the modernization of public sector service delivery.

Representative Projects

Program (Mandate) Review

On behalf of the British Columbia Ministry of Transportation IBI Group completed a Mandate Review of BC Transit, a provincial Crown Agency responsible for coordinating the delivery of public transportation. BC Transit’s annual budget is approximately $140 Million. The review was intended to assess, within the context of other provincial programs (and those of nonprofit agencies and the private sector), whether BC Transit provides services that are in the public interest and relevant. Also, whether the services are being delivered efficiently, effectively and by way of an appropriate governance arrangement.

Governance and Administration

IBI Group was engaged by the City of Hamilton to investigate the feasibility of amalgamating the fire and land ambulance departments. Options ranged from integration at the management level to full integration at the front line (i.e., cross-training of Fire and EMS personnel). At IBI Group’s recommendation the City adopted a model wherein EMS and Fire have been integrated into a single Emergency Services department. They co-locate within multi-purpose stations and share administration and support services (i.e., records, finance, procurement). The two services continue to operate separately at the front line.

Service Delivery Methods

Following Ontario’s decision, in 1997, to transfer the responsibility for ground ambulance services to municipal governments, IBI Group was engaged by many municipalities to present recommendations on governance, administration, ‘interim’ and ‘long-term’ service delivery, and front line resourcing. Options investigated include direct municipal delivery, public/private partnering and public/public partnering. The engagements included stakeholder consultations, transitional planning advice and, for clients who chose to outsource the services, management of the competitive tendering process and contract negotiations.

Organizational & Operational Performance

The provincially operated ambulance dispatch centre based in the City of Hamilton fields 185,000 calls annually. In response to municipal concerns the Ontario Ministry of Health and Long-Term Care (MOHLTC) retained IBI Group to investigate the management and operation of the centre. The review examined and recommended improvements to: the administrative structure; management and communicator staffing, skills competencies and training; quality oversight and assurance procedures; workload; remuneration; recruitment and retention; and IT and communications systems support.

Strategic Planning

IBI Group was retained by the City of Greater Sudbury to prepare a Master Fire Plan for the Fire Services Division. The study reviewed all aspects of the fire service’s operations including suppression resource requirements and response capability. The study involved frequent consultations with fire management and representatives of the City’s professional and volunteer fire fighters associations. The study resulted in changes to the organization’s administrative structure and dispatch communications system.

Business Case Preparations

On behalf of Northern Lights Health Region in Northern Alberta IBI Group has undertaken a business case assessment to support the establishment of a dedicated rotary wing (helicopter) air ambulance service. The business case will identify the expected use of the helicopter, the associated benefits (i.e., to patients) and the annual resources required to sustain the operations.

Change Management

Health care facilities within the David Thompson Health Region in Alberta generate approximately 10,000 patient transfers annually. The majority of these patients are transported by ambulance at an average cost of $600 per transfer. IBI Group was retained to examine current patient transfer arrangements and, in consultation with local health care professionals, to develop an alternative cost-efficient patient transport strategy. The strategy recommends: establishment of a stable patient transportation system to augment ambulance use; introduction of a medically-driven patient transport decision algorithm; and the introduction of a central call taking centre to serve as a coordinating entity.

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