OECM’s Customer Council Committee (CCC) serves as a direct conduit for customer engagement and influence. CCC members bring value to OECM by acting as an advisory body and providing strategic input regarding our customer-centric strategy, satisfaction and retention, product and service offerings, collaborative sourcing projects, customer and supplier relationship management, service delivery approach, events that promote collaboration amongst and between sectors, and more.
Structure
Members
The CCC consists of:
- Up to eighteen (18) senior leaders from OECM’s customer communities and/or executive-level organizations within their community*:
- Up to four (4) from the University Sector
- Up to four (4) from College Sector
- Up to four (4) from the School Board Sector
- Up to six (6) from the Municipal or Broader Public Sector/Not for Profit Sectors
*subject to business needs, OECM reserves the right to align CCC membership to meet its business objectives.
Committee Leadership
The committee will be co-chaired by OECM’s President and CEO and Senior Vice-President of Strategy and Business Transformation.
The OECM Co-Chairs will determine the process for filling vacancies.
Terms
For each customer community:
- 50% of members will be appointed for a maximum 3-year term with the possibility of one 2-year extension
- 50% of members will be appointed for a maximum 4-year term with the possibility of one 2-year extension
Responsibilities
The Committee provides a forum for senior leaders from OECM’s customer communities to provide strategic input, and make recommendations regarding:
a) Committee Terms of Reference
b) OECM’s business priorities and plans and product and service directions, ensuring alignment with customers’ business priorities and plans.
c) OECM’s Customer Engagement Strategy:
- OECM’s customer relationship and service delivery plans
- The relevance and effectiveness of OECM’s products and services, as well as advice on collaborative sourcing projects deemed as a priority within their sectors
- New lines of business or services
- OECM’s business performance, including customer satisfaction, retention strategies, and assessment
- Strategic counsel and endorsement of OECM events, which promote collaboration amongst and between sectors
In addition, the Committee will receive input and presentations as necessary from established working or advisory groups and sector or provincial committees or councils.
Meetings
a) The Committee meets at least four times each year and may choose to hold additional meetings as necessary to carry out its responsibilities
b) The duration of meetings ranges between two (2) hours to (4) hours
c) Customer council representatives are eligible for reimbursement of per-diem and out-of-pocket expenses including travel and accommodation, as per the Director Remuneration Policy
d) Quorum will be determined by a simple majority of committee members
e) Decisions will be made via a simple majority of attendees.
