Photo: Claudia Hung
In 2018, the College’s new Registrar, Dr. Nancy
Whitmore, ushered in a culture of continuous
improvement, with much of it centred around
Lean-based management principles. She
created the role of Chief Transformation
Officer with the directive of modernizing
all aspects of our work to better fulfill our
mandate to serve the public interest.
Continuous Improvement is one of the five pillars
of the CPSO’s strategic plan and we are positioned
to deliver 350 continuous improvement activities
by the end of 2020. By the end of 2019, numerous
continuous improvement activities across all areas
of our organization were already completed. They
included:
Rolling out Office 365 and Skype for Business
across the CPSO. The latter became critical to
our business continuity starting in March 2020
when the COVID-19 pandemic forced most of
our staff to begin working from home.
Replacing our antiquated telephone system
with an integrated platform that allows for
reduced costs, remote work capability, and
more sophisticated cloud-based call centre
solution to allow more seamless service to
callers
Developing a new cloud-based document
management system, set to launch in
September 2020. This new platform will
help us better manage all types of files and
documentation coming into and generated by
the College.
Making our workplace increasingly
environmentally friendly with the adoption of
Green initiatives
Engaging all staff in continuous improvement
by training with foundational Lean knowledge
and encouraging initiative to make
improvement in their own departments
One of our biggest initiatives has been to begin
development of a brand-new enterprise system
for the College. This exciting new platform will be
fully web-based, facilitate process improvements
for all of our regulatory work, and provide Ontario’s
physicians with a suite of self-service tools,
including registration, annual renewal, applications
and credentialing, and much more. Specifically,
Member Portal will include dynamic tools where
physicians can upload documents, submit evidence,
order wall diplomas and embassy letters, pay
registration fees, and much more. It will also allow
members’ profiles to be entirely self-managed,
meaning physicians can make a name change, or
update their practice, home or email address on their
own and in real time.
Physicians will be able to access this Member Portal
in September 2020.
CPSO ANNUAL REPORT 2019 // 43