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Family Service Toronto – Transformer un programme à but non lucratif avec des technologies numériques
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PassportONE, administered by Family Service Toronto (FST), represents a landmark shift in how the Ontario government manages developmental disability support. The PassportONE program helps adults with developmental disabilities be involved in their communities and live as independently as possible. The program is funded by the Ministry of Children, Community and Social Services (MCCSS) and serves 11 Passport agencies.
By partnering with Process Fusion, the program replaced a fragmented, paper-based reimbursement system with a secure, centralized digital engine capable of handling massive scale without sacrificing accuracy.
The Challenge: Consolidating a Fragmented System
The Ontario Ministry of Children, Community and Social Services (MCCSS) needed to improve the service experience for thousands of adults with developmental disabilities.
Manual Bottlenecks: Previously, 11 different Passport agencies managed their own processes, leading to inconsistent wait times and standardized regulation challenges.
Massive Volume: The program needed to process over 1.5 million invoices annually while maintaining strict compliance.
Critical Accuracy: The primary goal was ensuring individuals were reimbursed accurately and on time to support their independent living.
Rapid Growth: Adoption rates for the program grew by over 220% in just four years, requiring a highly scalable infrastructure.
The Solution: A Centralized Digital Engine
Process Fusion worked with FST to build the "PassportONE" platform, a unique model that consolidates payment processing for all Passport agencies into one streamlined workflow.
Automated Payment Workflows: Digitized the end-to-end reimbursement process to eliminate manual entry and human error.
Centralized Client Information: Integrated all claims and payment data into a unified system running on the Microsoft Dynamics platform.
Enterprise-Grade Security: Implemented a robust data security framework that is ISO 27001 certified and SOC2 Type-2 compliant to protect sensitive provincial data.
Scalable Architecture: Designed to exceed Government of Ontario IT Services (GO-ITS) requirements, allowing the system to grow alongside the population.
The Impact: Millions Disbursed with Full Accountability
The digital transformation of PassportONE has made it one of the most successful social service implementations in Ontario.
Key Metric | Annual Impact |
Funding Disbursed | $300 Million in annual funding distributed to clients. |
Invoice Volume | 1.5 Million invoices processed electronically every year. |
Client Base | Supporting over 57,000 active clients annually. |
Efficiency Growth | Maintaining a 10% annual growth rate in processing capacity. |
"PassportONE's goal is to get people paid on time and accurately. Process Fusion has enabled us to digitally transform by digitizing our payment workflows, improving staff efficiency, and streamlining processes."
— Anna Zhang, Associate Director of the PassportONE program
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