Trinela Cane, Commissioner, Corporate Services, addressed the Committee and introduced the recently procured, Xplor Recreation culture, registration and facility booking system that will replace the CLASS (ezreg) and Citywide Point of Sale systems.
Sumon Acharjee, Chief Information Officer, Mary Creighton, Director Recreation Services, and Kimberley Kitteringham, City Clerk and Director of Legislative Services, presented the improved features, functionality, benefits and the steps necessary to create an account. Staff indicated that the system was created using input from all major stakeholders from the Contact Center, Recreation, Markham Public Library and Culture, and will facilitate registration and rental offerings within one platform. The new, easy to use system will be available for general program registration on August 15, 2023 and for aquatics programs on August 22, 2023. Staff advised that members of the public may begin creating a profile beginning June 19, 2023.
The Committee thanked staff for the presentation, their enthusiasm and work put into this new initiative. There was discussion on the following in relation to the presentation:
- The elimination of matching payments;
- The replacement or integration of Markham Public Library Cards;
- The types of room and facility bookings the system can accommodate;
- The process in which to sign-up and pay for ‘drop-in’ programs;
- The process in which to create an account and profile and whether information from CLASS will be transferred to the new system;
- The timing of when the CLASS and ezreg systems will cease operation;
- The method in which refunds are processed;
- Whether City staff from the Contact Centre, Recreation and Markham Public Library will be available to assist members of the public to create an account;
- An inquiry regarding cancellation periods after a facility has been booked and paid for;
- The length of time the data collected is stored and the threshold for inactive accounts;
- The process in which to reserve a sports field for activities such as cricket, baseball and golf;
- The availability of an App for the system;
- An inquiry into registration start times, waiting lists, and virtual queue management when the maximum number of online users has been reached at peak registration periods;
- That consideration be made to create a robust communication strategy is executed to ensure that all residents and members of the public are aware of the change to this new system and provide instructions on how to use it; and,
- A suggestion that Members of Council may participate on the steering committee for this initiative.
Staff responded to the inquiries made by the Committee and noted that staff at recreation centers, libraries, and, the Contact Centre will be available to assist members of the public with questions and provide instructions to create their profile. Staff further noted that during the preliminary launch of the program, feedback from users will be taken to evaluate their experience for consideration of future updates to the system, procedures and programming.