1. What is the goal of the new Customer Council Committee?
The goal of the Committee is to provide a conduit for integrated Service Governance at the Board level, by creating a forum for executive-level leaders from OECM’s customer communities – to provide their strategic input and recommendations regarding:
- Setting strategic directions, goals and objectives, and measuring business success related to enhancing the customer experience: e.g., customer relationship and service delivery strategies;
- OECM’s business plans and delivery of product and services, ensuring alignment with customers' business priorities and plans;
- Creating sector-trusted advisors and advocates around key customer priorities and OECM’s value proposition.
2. Why is OECM unique?
OECM is a trusted not-for-profit group procurement sourcing partner for Ontario’s education sector, broader public sector, and other not-for-profit organizations. We contract with innovative, reputable suppliers to offer a comprehensive choice of quality products and services, to generate significant savings for our customers.
3. Why is OECM establishing the new Customer Council Committee?
OECM is establishing its first Customer Council Committee, a critical step in supporting OECM’s Vision 2020 business transformation journey, and a renewed focus on the customer experience.
In 2016, OECM completed a project to establish its Vision 2020 Strategy and Business Transformation Road Map. Deloitte LLP assisted OECM with this project by conducting extensive consultations with customers, to gain insights and define the strategy and key priorities. Opportunities were identified in the areas of Board governance and enhancing service excellence, which became the catalyst for establishing a new leading practices competency-based Board of Directors, and a new Board Customer Council Committee. The Board believes that this new Committee will embed OECM’s strategic priority of “Customer-Centric Services”, by becoming a “pipeline” for customer engagement and influence at the Board level.
4. What are the results expected of the Committee?
It is anticipated that through the Customer Council Committee:
- Customers will receive a greater degree of transparency, accountability and reporting on business performance related to business results, customer-centric performance metrics and service delivery;
- OECM will be better positioned to deliver the right messages, to the right customers/stakeholders at the right times, and through the most appropriate channels.
5. Who does the Committee report to?
The Committee reports directly to OECM’s Board of Directors, through the Chair of the Committee who is a Director appointed by the Board.
6. What will the new Committee focus on?
The Committee is a conduit for “Service Governance” at the Board level and provides a forum for executive-level leaders from OECM’s customer communities to provide strategic input, make recommendations, and receive approval from the Board regarding:
1. Committee Terms of Reference;
2. OECM’s business priorities and plans, as well as product and services directions, ensuring alignment with customers' business priorities and plans;
3. OECM’s integrated Service Governance Framework:
- OECM’s customer relationship and service delivery plans;
- The relevance and effectiveness of OECM’s products and services;
- Rationalize and integrate roles and responsibilities of executive and operations level committees, and to narrow the gap between the perceptions of end-users and decision-makers;
- New lines of business or services;
- Business performance related to what matters to customers.
In addition to the above, the Committee will receive input and presentations, as necessary, from established working or advisory groups and sector or provincial committees or councils.
7. Who are the members of the Committee?
The Council is comprised of three (3) OECM Board members and up to 14 leaders from executive-level organizations* – representing the following four (4) OECM customer communities:
- Up to four (4) representatives of the School Board sector
- Up to four (4) representatives of the College sector
- Up to four (4) representatives of the University sector
- Up to two (2) representatives of the Broader Public and Not-for-Profit (NFP) sectors.
∗ Examples of executive-level organizations include OASBO, COU and COP.
8. What are the criteria for becoming a member of the new Council?
Members of the Committee will exhibit the following:
- Is respected for his/her personal and professional integrity and judgment;
- Effective communication skills;
- Team effectiveness;
- Collaboration skills: i.e., has a collegial working relationship;
- Commitment to OECM’s vision of service excellence, by contributing to sustaining and growing OECM as a viable Not-for-profit (NFP) Group Procurement Organization (GPO);
- Has no direct or indirect material relationship with OECM: i.e., is not a funder, vendor, or employee of OECM;
- Is able to serve without any pre-existing conflict of interest/duty to another organization;
- Have the time, energy and interest to assume this role.
Essential Senior Leadership Competencies
- Viewed as a system thinker and credible strategic resource in representing their community’s needs and concerns in contributing either from their organization’s experience as a customer or as a member of a council/association;
- Involved in or have influence over sourcing and procurement decisions;
- Involved in/interested in/concerned about collaboration and partnership with OECM from their sector’s perspective;
- Operates at a level where they are aware of strategic priorities or pending change initiatives that may impact their organization’s or their community’s business needs;
- Demonstrated the ability to constructively and effectively challenge and find solutions to service issues;
- Have no direct or indirect material relationship with OECM: i.e., is not a funder, vendor, or employee of OECM;
- Able to serve without any pre-existing conflict of interest/duty to another organization.
9. What are Committee members’ obligations?
As a Board Appointed Committee Member you must be prepared to:
- Attend a minimum of four (4) meetings a year, each with a duration ranging from two (2) hours to one full day;
- Represent your specific customer community by committing to either 1. One (1) two (2) year term, with the possibility of one (1) two (2) year extension; or 2. One (1) three (3) year term, with the possibility of one (1) two (2) year extension.
Note that you are eligible for reimbursement of per-diem and out-of-pocket expenses, including travel and accommodation, as per OECM’s Director Remuneration Policy.
10. How will Committee Members be selected?
A Selection Committee will be established to oversee the selection of The Customer Council Committee, which involves:
- Reviewing applications;
- Assessing applicants’ qualifications based on the criteria outlined in the Customer Council Committee Profile;
- Identifying a shortlist of qualified candidates to be interviewed;
- Interviewing shortlisted candidates;
- Recommending the slate of 14 successful candidates for Board approval.
Shortlisted candidates will be interviewed by the Selection Committee.
If you are interested in joining other executive-level leaders at the start-up of OECM’s new Customer Council Committee, please complete an application package called the “Expression of Interest” to participate in being selected as a member of OECM’s Customer Council Committee! You must submit a completed application package, along with a copy of your resume.
All candidates who wish to be considered for membership on the Customer Council Committee must participate in the application process, which includes an assessment of their qualifications and experience, based on the criteria described in Question 7, and be invited to attend an interview.
11. Where will the Committee meetings be held?
Meetings are held at OECM’s offices: 2 Lansing Square, Suite 200, Toronto Ontario. The office is located in the Victoria Park and Sheppard Ave. area, with easy access to the 401 and Don Valley Parkway, as well as public transit. Meetings can be attended in person or via teleconference; however, it is hoped that most members will attend in person.
12. Will Committee Members be compensated?
Note that Board Appointed Members are eligible for reimbursement of per-diem and out-of-pocket expenses, including travel and accommodation – as per OECM’s Director Remuneration Policy.
13. Where do I get more information about becoming a member of OECM’s new Customer Council Committee?
Please visit this page, where you’ll find:
- A description of the Committee Member Opportunity;
- The Candidate Information Package;
- The Candidate Expression of Interest (Application Package).