January 11, 2016

The Honourable Kathleen Wynne
Premier of Ontario
Room 281, Legislative Building
Queen’s Park
Toronto, Ontario
M7A 1A1

Dear Premier:

The Ministry of Government and Consumer Services is continuing to make great progress on its commitments to help the Ontario public and its public service partners. I am pleased to update you on some of the key commitments outlined in my mandate letter.

Supporting Ministries and Government Services

  • Initiated the rollout of an online bidding system to make it easier and faster for vendors to apply for government work.
  • Reached out to vendor communities to foster awareness of opportunities to do business with the province — including our showcase reverse tradeshow — and to get their feedback on the issues important to them.
  • Funded projects through the Innovation Procurement Initiative to support more Ontario-made health technologies and improve patient care — consistent with the Ontario Health Innovation Council’s recommendation to accelerate the shift to strategic, value-based procurement.
  • Recognized as one of Canada’s Best Diversity Employers for the eighth year in a row, rewarding the public service’s efforts to be an inclusive, diverse, equitable and accessible organization.
  • In collaboration with the Ministry of the Attorney General, as well as other ministries, completed a coordinated review of 51 laws that affect persons with disabilities.

Improving ServiceOntario’s Delivery and Partnerships

  • Achieved an all-time high in customer satisfaction, with 85 per cent of people reporting that they were very satisfied with their service.
  • Began implementing a two-year plan to remove red and white health cards from circulation and replace them with the more-secure photo health card. In 2015, more than 556,000 red and white health cards were removed from circulation.
  • Launched a new online option with the Ministry of the Attorney General to file small claims court papers online.

Strengthening Consumer Services

  • Introduced Bill 106, the Protecting Condominium Owners Act, following 18 months of collaborative consultations with stakeholders and the public. It passed Third Reading on December 2, 2015, and received Royal Assent on December 3, 2015. When proclaimed, it will better protect consumers when they buy a condominium, and owners living on condominium properties.
  • Developed a four-year Consumer Protection Ontario awareness plan that builds on successful past television ad campaigns designed to inform consumers of their rights in the marketplace, strengthening fairness and transparency, including in the area of home renovations.
  • Undertook public consultations about ways to protect consumers who use alternative financial services such as payday loans, cheque cashing, money transfer services, remittances and debt collectors. A bill was introduced in the legislature on December 9, 2015, which, if passed, will increase protection and information requirements for consumers.
  • Focused inspections on roofing and auto body repairs to help tackle the underground economy.
  • In collaboration with the Ministry of Transportation, crafted and filed new regulations to strengthen consumer protection within the towing and storage sector.
  • Officially delegated a new administrative authority, the Ontario Film Authority, to ensure greater responsiveness and collaboration with industry.

Building a Dynamic Business Climate

  • Received an expert panel report with recommendations to modernize corporate and commercial law. The report recommends forming a council to suggest reforms annually. Work is underway to establish this council.
  • Moving forward to proclaim amendments previously passed under the Business Names Act, Business Corporations Act and Personal Property Security Act.
  • Engaged provincial and territorial counterparts to reduce the burden on businesses by harmonizing areas of the corporate registration process.

In addition to the progress noted above, my ministry is making plans to support the province’s action plan to end sexual violence and harassment. Similar planning focused on anti-racism, accessibility, mental health and inclusion in the public service is also underway.

I would like to acknowledge the hard work of my ministry’s staff for their effort in achieving the progress outlined above, and for their enthusiasm in integrating a newly merged ministry.

I look forward to continuing this journey and the role that my ministry can play in building a better province.

David Orazietti signature

David Orazietti
Minister

Results achieved

Mandate Letter Commitment Progress to Date
Continuing to provide internal shared services support to help ministries deliver on their business goals. This includes offering a variety of cost-effective business services, including human resources recruitment and advice, procurement, financial management and support — and employee pay and benefits services.
  • Promoted existing services and generated new partnerships with the ministries of the Attorney General, Transportation, and Municipal Affairs and Housing, and the Financial Services Commission of Ontario.
  • Continued improving processes and training to help clients work more efficiently.
  • Used existing relationships to expand and promote forms, print and distribution services.
Upholding professional and ethical standards and maintaining public confidence in the responsible delivery of services offered by the Ontario Public Service (OPS). I ask that you collaborate with ministers to ensure that the OPS is working to become more inclusive, diverse, equitable and accessible at all levels.
  • Continuing efforts to develop strategies and tools to make the public service more diverse, inclusive, equitable and accessible. This includes work that is underway to revise laws that affect persons with disabilities.
  • Implemented new criteria to allow children 17 years old and younger to change the sex designation on their Ontario birth registration.
Exploring opportunities to expand or promote shared services — first to agencies and then to the broader public sector — where an enabling business case exists and where partnership opportunities are available.
  • Funded projects through the Innovation Procurement Initiative to support more Ontario-made health technologies and improve patient care — consistent with the Ontario Health Innovation Council’s recommendation to accelerate the shift to strategic, value-based procurement.
  • Began providing human resources services to the Financial Services Commission of Ontario.
Ensuring, through enhanced outreach and communications, that businesses are aware of the government’s procurement opportunities and understand how to do business with the government.
  • Reached out to vendors to improve awareness of business opportunities with the province with a reverse trade show on October 14, 2015.
  • Met with seven prominent trade associations to seek their input on issues facing their industries.
Making it easier for vendors to do business with the government by improving procurement processes, tools and technology.
  • Initiated the rollout of an online bidding system to make it easier and faster for vendors to apply for government work.
  • Reached out to vendor communities to foster awareness of opportunities to do business with the province, including our showcase reverse tradeshow, and to get their feedback on issues important to them.
Continuing to focus on integrating and transforming government services and strive to increase the organization’s ability to promote efficiency. I ask that you continue to support enterprise service transformation and integration, in collaboration with other ministers. Your goal is to improve customer service for citizens and businesses in Ontario, including the promotion of online service delivery.
  • Launched a new online option with the Ministry of the Attorney General to file small claims court papers online.
  • Continued modernizing call centre operations by migrating 12 additional programs to a state-of-the-art system, with plans for an additional 21 programs.
Ensuring that ServiceOntario leads efforts to explore ways to transform how citizens and businesses interact with government. I ask that you work with key partners, including the Treasury Board Secretariat, the Minister of Transportation, the Minister of Health and Long-Term Care and other ministers, to achieve this goal.
  • Continued work to explore the possibility of giving Ontarians the option of renewing their health card online.
  • Continued improving web-based services to make them more user-friendly, including online driver’s licence renewals, licence plate sticker renewals and small-claims court filings.
Ensuring that ServiceOntario continues to promote a sustainable, convenient and cost-effective retail office network. I ask that you recognize the necessity of such a network, given that some services may be too complex for online or telephone channels.
  • Achieved an all-time high in customer satisfaction, with 85 per cent of people reporting they were very satisfied with their service.
  • To better serve growing communities, opened new ServiceOntario centres in Mississauga and Brampton.
  • Improved accessibility requirements for new, privately operated ServiceOntario centres.
Ensuring that ServiceOntario prioritizes supporting the government’s commitment to better serve Ontario businesses. ServiceOntario will work with the Ministry of Economic Development, Employment and Infrastructure and other key ministries to support the government’s Open for Business strategy. Together, they will explore how to expand the suite of online services and single-window capabilities through the use of modern infrastructure and applications.
  • Continued work to revamp the government’s online business services to make it easier to get things done, faster to find information and more accessible. Some specific services include the ability to file accessibility compliance reports, applying for a Master Business Licence and changing a business address or officer names.
Ensuring that ServiceOntario continues to work with the Minister of Health and Long-Term Care to eliminate the red-and-white health cards currently in circulation and convert them to the more secure photo card version over the next five years.
  • Began implementing a two-year plan to remove red and white health cards from circulation and replace them with the more-secure photo health card. In 2015, more than 556,000 red and white cards were removed from circulation.
Undertaking consultations and bringing forward a Consumer Bill of Rights that clarifies and sets out the fundamental rights of all consumers.
  • Continuing work to develop options that give consumers the protection they need without being unnecessarily restrictive on businesses.
Strengthening consumer marketplace fairness and transparency, including in the areas of home renovation, moving companies and home inspector qualifications. I also ask that you explore other areas, including e-consumer protection — which includes e-commerce, privacy and identity theft.
  • Completed research and consultations that could be used to develop legislation for home inspectors.
  • Completed public consultations for regulations about new rules for tow truck drivers and storage facilities. New regulations should come into effect in 2016 and 2017.
Exploring opportunities to increase protection for vulnerable indebted consumers, such as modernizing payday loan legislation.
  • Completed public consultations about ways to protect consumers using alternative financial services such as payday loans, cheque cashing, money transfer services, remittances and debt collectors. Introduced legislation in December.
Expanding protection for condominium buyers and owners. You will introduce legislation to modernize the Condominium Act, 1998, and create mandatory qualifications for condominium managers. Your goal is to address the needs of the fast-growing condominium community and support the long-term sustainability of condominium living.
  • Following an 18-month public consultation period, introduced a new bill to overhaul Ontario legislation dealing with condos.
  • Bill 106, the Protecting Condominium Owners Act, passed Third Reading on December 2, 2015. A stakeholder consultation has been planned to keep the sector informed and engaged about progress on implementation of the bill. Work is underway to define regulations.
Continuing to develop Consumer Protection Ontario as a trusted source of information, advice and awareness for consumers and businesses.
  • Developed a four-year Consumer Protection Ontario plan that builds on successful past television ad campaigns.
Pursuing measures to strengthen consumer protection in partnership with other ministers and partners.
  • Worked closely with the ministries of Finance and Labour to help tackle the underground economy through inspections in the roofing industry.
  • Continue to work with the ministries of Finance, Labour, the Environment and Climate Change, and Transportation to promote compliance within the auto body repair sector and raise awareness of the risks in participating in the underground economy.
Continuing to review the province’s corporate and commercial statutes. Your goal is to ensure Ontario has modern laws that facilitate an efficient market and prosperous business climate.
  • Received an expert panel report to modernize corporate and commercial law, including forming a council to suggest reforms annually. The panel will begin its work in 2016.
  • Proclaimed previously passed changes to three business laws.
  • Engaged with provincial and territorial counterparts to reduce the burden on businesses by harmonizing areas of the corporate registration process.
Bringing forward legislation to enable the implementation of the Not-for-Profit Corporations Act, 2010. I ask that you actively support the non-profit sector through the transition.
  • Continue to examine options for information systems that will support the act.
  • Ministry staff will work with representatives from the non-profit sector to help them prepare for the transition to the new system.