AI, Data and Improving Service Delivery (Metropolis conference 2021 recording)

This session focused on how cutting-edge technology has the potential to support and enhance current models of service delivery through automation and the application of solid data analysis. Presenters shared current and practical applications of AI and other technology innovations in the sector.

Speakers:

Marco Campana
Freelance Consultant, Chair, Settlement Sector & Technology Task Group
Over the past 28 years Marco Campana has worked in some form of newcomer-serving sector communications and digital services, from front-line client service to the first Settlement.Org Content Coordinator. He created and managed the Settlement AtWork site, launching OCASI’s Learn AtWork online learning site for sector workers, and has participated in a number of efforts to enhance sector knowledge mobilization. He led digital/social media strategy work at Maytree, and most recently works as a freelance consultant helping agencies harness technology in client service delivery. His current focus is on digital transformation, demystifying technology in social services/social change, immigration, diversity & inclusion in Toronto. He believes technology is a means to an end.

Aimee Holmes
Director, Online Services, ACCES Employment
With 14 years of experience in settlement and employment services, Aimee Holmes is grateful to work in a thriving sector where the end goal is to improve people's lives. She has been a part of the success of several programs for newcomers and other job seekers, helped to create and secure funding for innovative projects, and coordinated training for hundreds of settlement workers across Ontario. She is currently Director of Online Services at ACCES Employment, where she supports the effective use of technology in program delivery, oversees curriculum and e-learning development across the organization, and is a member of the team integrating VERA, an AI-chatbot, into client service delivery.

Ada Wong
VP, Marketing, Communications and Digital Strategies, ACCES Employment
Ada Wong has dedicated her twenty-year career to championing various non-profit and charitable causes locally and internationally. Currently, as the VP, Marketing, Communications and Digital Strategies at ACCES Employment, she has built and established the narrative and brand for the organization across various print and digital channels, distinguishing ACCES as a leader in the employment services, immigration and settlement sector. In this work, she has had the opportunity to lead several transformative technology projects, bringing together digital technology and traditional human services. Ada led the international collaboration and knowledge transfer of best practices in good governance and public administration by working with government leaders, academics, as well as representatives from the World Bank and the United Nations. Partnering with teams in ten different countries across five continents, she managed the delivery of international conferences and the publication of thought leadership papers and reports. Through this work, she gained a true appreciation for intercultural communication and the opportunities that bring diverse groups together on common ground. Ada holds a Master of Arts in Political Science and Communications from the University of Toronto and graduated summa cum laude from York University with a Bachelor of Arts. She was a Doctoral candidate in York University’s Communication and Culture program (ABD) with research interests in the evolution and establishment of online communities. She is an amused and dedicated mother of two energetic boys and looks forward to watching them explore the world.

Michael Roberts
Analytics Practice Lead, Newcomp Analytics
Michael Roberts is a practice leader at Newcomp Analytics (www.newcomp.com) and has spent the past twenty years architecting and building business intelligence, data warehouse and visual analytics solutions for North American companies in diverse fields such as healthcare, financial services, insurance, manufacturing, retail, transportation, government, and communications. He truly enjoys sharing his experiences and helping people create practical solutions to their business challenges. When away from his keyboard, you'll find Michael at his cottage and spending time with his wife and two daughters.

Deborah Swartz
Corporate Social Responsibility Lead, Accenture Canada
Deb leads the Corporate Social Responsibility program and strategy for Accenture’s Canadian practice and is on various global working groups with her peers; driving Accenture’s global social impact agenda and strategy for over 530,000 employees, more than 4000 clients in greater than 120 countries.

This session took place during the 23rd Metropolis Canada Conference from March 22 to 26, 2021.