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211 Implementation Notice for the City of Laval

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211 Implementation Notice for the City of Laval 211 Implementation notice for the city of Laval April 20th 2016 Issued by: Information and Referral Centre of Greater Montreal 3155 Hochelaga, Suite 101 Montreal, QC H1W 1G4 Contact information: Mathieu Chaurette 211 Director [email protected] 514 527-1388 ext. 222 2 Content INTRODUCTION ........................................................................................................................................ 3 1 - SERVICE DESCRIPTION ..................................................................................................................... 3 2 - PROPOSED 211 AREA ....................................................................................................................... 4 3 - CALL ROUTING ARRANGEMENTS ..................................................................................................... 6 4 - CALLING VOLUME ESTIMATES ......................................................................................................... 6 5 - 211 SERVICE PROVIDER EXPECTATION OF TELECOMMUNICATIONS SERVICES PROVIDERS .............. 6 6 - PROPOSED TIMELINE ....................................................................................................................... 7 ANNEX A – MUNICIPAL COUNCIL RESOLUTION ........................................................................................ 8 ANNEX B – EXECUTIVE COUNCIL RESOLUTION ......................................................................................... 9 ANNEX C – LIST OF TELECOMMUNICATIONS SERVICES PROVIDERS ........................................................ 11 ANNEX D – LIST OF REGIONAL CODES (CO CODES) ................................................................................. 12 3 Introduction The Information and Referral Centre of Greater Montréal (IRCGM) is a non-profit organization founded in 1956 providing free information on community and social resources. The Centre also manages four specialized services: Referral Helpline for Seniors, Info-Refugees Helpline, and two helplines available throughout the province, 24 hours a day, 7 days a week: Drugs: Help and Referral and Gambling: Help and Referral and. IRCGM mission is “helping through information”. The development of the 211 in Laval has required the collaboration of Centraide of Greater Montréal, the city of Laval and community partners. The funding of this project is assumed by Centraide, the city of Laval, the Ministère de la Santé et des Services sociaux du Québec and the Ministère de la Famille du Québec. In 2001, the Canadian Radio-Television and Telecommunications Commission (CRTC), in response to an application lead by United Way of Canada/Centraide Canada and Inform Canada, assigned the three digit dialing code 211 for public access to community information and referral services throughout Canada (CRTC 2001-475 and CRTC 2008-61). On March 2 2016, the Executive Council of the City of Laval has approved the deployment of the 211 phone service on its territory (see annex A – CE 2016/607) and on March 8 the City Council of the City of Laval has approved the 211 service (see annex B). 1 - Service Description 211 is a two channel information system which consists of a 3-digit telephone line and a web service www.211laval.ca that offers around 1000 community services. At implementation, the phone line will be open from 8 am to 6pm / 7 days (70 hours /week). IRCGM is the only 211 contact center for the city of Laval. It is the second Centre in the Québec Province to provide 211 service, after the Centre d’information et de référence de la Capitale- Nationale et de la Chaudière Appalaches, which provide 211 in the following regions: Capitale- Nationale, Chaudières-Appalaches and MRC Haute-Yamaska. Underlying the provision of information and referral services are two core business processes: call centre operations and data base management. 211’s core services include: information and 4 referral, quality control and follow up, Internet service, community crisis response and data provision. 2 - Proposed 211 area At implementation, the IRCGM will cover the area of the city of Laval which is the island north of Montreal. Its NPA numbers (area code) start with 450 and 579 but only in part. A list of all the NXX central office codes (co codes) within the NPA 450 and 579 of the area of Laval are included in the annex D. In this list, you will see that the rate centres names are not Laval, but all those rate centres are within the boundaries of the city of Laval. The names of the rate centres are the following: Chomedey, Laval-Est, Laval-Ouest, Pont-Viau, Ste-Rose, St-Vincent-de-Paul (all parts of the exchange area LIR- PQ 08). The wireless area of the city of Laval also needs to be covered by the 211. 5 Area Codes 450 and 579 Area Codes 450 and 579 Area Codes 514 and 438 6 3 - Call routing Arrangements In Laval, all calls are routed to the number 514 787-3598. Information and Referral Centre of Greater Montréal 514 787-3598 3155 Hochelaga street, suite 101 Montreal, Quebec H1W 1G4 4 - Calling Volume Estimates The table below provides an estimate of the anticipated annual call volumes expected. Years 2016 2017 2018 2019 2020 Estimated Call 10 433 12 519 14 606 15 649 16 692 Volume 5 - 211 Service Provider Expectation of Telecommunications Services Providers • TSPs will permit callers in Laval to dial 211. These calls all route to the 7 digits number (514-787-3598) or the Information and Referral Centre of Greater Montreal call center. • TSPs will work with Mobiles Virtual Network Operators (MVNOs) and the resellers, to ensure that the calls are routed correctly. • TSPs will work with the appropriate cellular provider in Laval to ensure that the calls are routed correctly. • TSPs will work with IRCGM to ensure that the 211 Launch/Rollout schedule is adhered to. 7 6 - Proposed timeline Step 1: Initial Meeting / Conference Call – May 12, 2016 Step 2: Rollout of switching – May 13 to September 30, 2016 Step 3: Proposed soft launch date – October 1, 2016 Step 4: Proposed Public launch date – November 1, 2016 EXTRAIT DU PROCÈS-VERBAL DE LA SÉANCE ORDINAIRE DU CONSEIL MUNICIPAL TENUE LE MARDI 8 MARS 2016 À 19 HEURES 2016/141 ENTENTE – CENTRE DE RÉFÉRENCE DU GRAND MONTRÉAL ET VILLE DE LAVAL Sur recommandation du Comité exécutif, IL EST PROPOSÉ PAR: Jacques St-Jean APPUYÉ PAR : Raynald Adams et résolu à l'unanimité : d’approuver l’entente relative à l’implantation et à l’opération du service «211 Laval» à intervenir entre le Centre de référence du grand Montréal (CRGM) et la Ville de Laval pour les années 2016, 2017, 2018, 2019 et 2020; d’autoriser la dépense totale de 305 372 $ (sans taxes) pour défrayer les services du CRGM pour l’implantation et l’opération du service «211 Laval»; d'autoriser le Maire et Président du Comité exécutif ou le Vice- président du Comité exécutif et la Greffière et le Greffier adjoint à signer pour et au nom de la Ville de Laval les documents requis. ADOPTÉ (Réf: 10-3) COPIE CONFORME Me Chantal Sainte-Marie, greffière Me Yvan Laberge, greffier adjoint Volume 789 Page 477 PROVINCE DE QUÉBEC VILLE DE LAVAL PROCÈS-VERBAL D’UNE SÉANCE PUBLIQUE DU COMITÉ EXÉCUTIF DE LA VILLE DE LAVAL tenue le mercredi 2 mars 2016 à 9 heures en la salle du Conseil de l’hôtel de ville, 1 Place du Souvenir, Ville de Laval, à laquelle sont présents: M. Raynald Adams ainsi que Mmes Sandra Desmeules et Virginie Dufour, sous la présidence de M. David De Cotis, vice- président du Comité exécutif, formant quorum des membres du Comité exécutif; Sont aussi présents: - M. Serge Lamontagne, directeur général; - Me Chantal Sainte-Marie, greffière. _____________________________________________________ CE-2016/581 COLLOQUE – CONSEIL MUNICIPAL ET COMITÉ EXÉCUTIF RÉSOLU À L'UNANIMITÉ: que M. Nicholas Borne, membre associé du Comité exécutif, soit autorisé à participer au 6 e Colloque biennal, intitulé «Parce que l’avenir nous habite»: Dates: 12 au 15 avril 2016 Endroit: Montréal (C/T: 1397990) (Réf: 0-1) _____________________________________________________ CE-2016/582 ENTENTE DE SERVICE – EMPLOI QUÉBEC LAVAL RÉSOLU À L'UNANIMITÉ: d’autoriser M. Marc Tremblay, directeur général adjoint à la Direction générale, développement économique, à transiger avec Emploi Québec Laval, dans le cadre de l’entente de service Soutien au travail autonome (STA) et à signer les documents afférents. (Réf: 0-2) _____________________________________________________ Séance du 2 mars 2016 Page 490 Volume 789 CE-2016/606 SUBVENTION – TÉLÉVISION RÉGIONALE DE LAVAL RÉSOLU À L'UNANIMITÉ: qu'une subvention de 25 000 $ soit versée à la Télévision régionale de Laval dans le cadre du programme d’assistance financière des organismes culturels professionnels pour l’année 2015. (C/T: 1397944) (Réf: 8-4) _____________________________________________________ CE-2016/607 RECOMMANDATION AU CONSEIL – ENTENTE CENTRE DE RÉFÉRENCE DU GRAND MONTRÉAL RÉSOLU À L'UNANIMITÉ: que recommandation soit faite au Conseil d’approuver l’entente relative à l’implantation et à l’opération du service «211 Laval» à intervenir entre le Centre de référence du grand Montréal (CRGM) et la Ville de Laval pour les années 2016, 2017, 2018, 2019 et 2020; d’autoriser la dépense totale de 305 372 $ (sans taxes) pour défrayer les services du CRGM pour l’implantation et l’opération du service «211 Laval»; d'autoriser le Maire et Président du Comité exécutif ou le Vice- président du Comité exécutif et la Greffière et le Greffier adjoint à signer pour et au nom de la Ville de Laval les documents requis. (C/T: 1397950)
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