OTTAWA - The Atlantic Canada Opportunities Agency's innovative program delivery was applauded in a report recently released by an independent blue ribbon panel. The success was attributed to the agency's decision to focus on their clients, manage risk, streamline their claim process, and extend their business systems.

With a mandate "to recommend measures to make the delivery of grant and contributions programs more efficient while ensuring greater accountability", we are proud to see that the panel recognized ACOA as leaders in accountable and effective program delivery.

Excerpt:

SUCCESS STORY: THE ATLANTIC CANADA OPPORTUNITIES AGENCY

Over the last decade or so, the Atlantic Canada Opportunities Agency (ACOA) has significantly changed the way it does business. A fundamental decision was made to move from a 'project-based' approach to a 'client-based' approach. Each client is now assigned to a lead officer who manages all projects or dealings with that client. One of the key objectives was to shift the focus to managing the entire exposure with a client, as opposed to focussing on individual projects; this also resulted in significant improvements to client service.

A risk management framework was also developed to enable efficient management of the portfolio, maximize recovery, and provide more resources to fund future projects. Each client is now rated based on a five-tier risk gradation system (the rating is adjusted as circumstances change) to ensure that the level of monitoring and reporting done by ACOA is appropriate to the level of risk; this approach ensures the best use of Agency resources and reduces the administrative burden on low-risk accounts.

ACOA was able to streamline its claim process by introducing a compliance risk assessment to determine the selection of payment methods and the degree of verification required. As part of this streamlined process, applicants are no longer required to submit invoices, receipts and cancelled cheques in most cases. Post-payment audits are conducted on a 'sample' basis, as well as on the basis of accounts that have been flagged because of specific concerns. This has significantly reduced the administrative burden for both clients and ACOA.

The Agency has developed a client relationship management system and has automated various work tools and processes to improve portfolio management and better serve its clients. Some features include direct deposit, pre-authorized debits (for repayment) and automated monthly credit report updates with email notification to the lead officer on any negative activity.

Full report available here: http://www.brp-gde.ca/en/report.cfm