Modernization has been an ongoing strategic priority for the Secretariat. We’ve introduced and refined many of our services and backend operations as a result of ongoing client feedback and industry research. In March of 2018, CICS began a Modernization Exercise during which research was conducted on industry best practices. The exercise was divided into 3 phases and was officially completed in October of 2018:

1. Research,
2. Evaluation,
3. Action Plan.

Overall, it was found that CICS had the majority of best practices in place, and the Agency was in a strong position compared to industry leaders. Naturally, gaps were nonetheless identified and, as a result of further client and staff consultations, an Action Plan was devised to address the weaker points in order to raise CICS to the gold standard of conference management service delivery.

CICS’ focus on the following 5 key areas will allow the Secretariat to attain the gold standard of conference management service delivery.

1. Refine and improve our conference management software through the creation and implementation of two online applications: An organizer portal, and a CICS availability calendar. The organizer portal will be accessed by clients that are involved in the logistics planning process; its key features are real-time access to registration info, and inventory of new guides and tools for clients’ use. The CICS availability calendar will also have a real-time feature to assist conference organizers with selection of meeting dates.


2. Develop and improve client guidance and information documents was identified as a key area of focus in the Secretariat’s Modernization Action Plan. Many clients step into their conference organizing role with very little experience. Helping to build up this capacity with refined tools and reference material will facilitate the planning process for all partners. Some examples include: templates for room layout options; how-to guides; checklists and critical path timelines for conference planning.


3. Enhance teleconference and videoconference capability with the use of our new virtual-conferencing studio, and through the integration of training and guidance materials into the recommended preparation process.

For example, CICS will advise meeting participants on best practices for successful virtual conferences, and provide support for clients on how to best use our technologies. We will also be working toward shortening the lead-time required for the planning and preparation of videoconferences.

4. Strengthen client service mindset and support the search for new innovative conference practices The Secretariat will work toward this goal by conducting ongoing environmental scans, adjusting its current recruitment strategy to focus on service-oriented individuals, and encouraging training and refresher courses on service excellence.


5. Expand our continuous improvement approach by implementing a standardized conference post-mortem that is to be used with a sampling of our clients (for both in-person and virtual meetings), and by ensuring best practices are reviewed regularly by staff. Furthermore, CICS will hold regular annual knowledge exchange forums with clients to encourage the sharing of ideas and new industry trends.

In recent years, CICS has become a hub for information sharing among sectors and client governments on matters related to high-level intergovernmental conference logistics. We are able to quickly put clients in touch with each other to discuss issues and innovative solutions in relation to logistics (including meeting formats, remote interpretation, etc.) and governance, for example.

With regards to this role, a Knowledge Exchange Forum held in February 2019 brought together 20 federal government participants from 13 sectors. Ideas and solutions were shared about the evolving nature of senior-level intergovernmental conferences including virtual conferencing with interpretation, other innovations in event management, and the growing inclusion of stakeholders and Indigenous representatives. The session on Indigenous involvement was led by three representatives from Indigenous and Northern Affairs Canada and focused on the best ways to support the meaningful and culturally sensitive inclusion of Indigenous representation in senior-level intergovernmental meetings. The Forum also provided an opportunity to report on the results of the modernization exercise conducted by CICS in 2018 and discuss participants’ priorities.

In 2019–20, CICS wants to broaden the Forum approach to include conference organizers in provincial and territorial host governments as well.

EXPANDING INTERPRETATION RESOURCES

The ever growing demand for web- or teleconferencing with interpretation, either for fully virtual meetings or to link remote participants and presenters to in-person meetings, has required that CICS expand its network of interpretation suppliers to include private sector companies. In the longer term, these new partnerships will also position CICS very well to offer even more effective, efficient and low-cost innovative options to its clients or share this knowledge with them as they, too, strive to stay at the forefront of technology and other solutions in this quickly evolving area.

As for technologies in support of virtual meetings with interpretation, improvements are ongoing to further increase sound quality and reduce the risk of hearing injuries, ensuring optimal user experience for participants and interpreters alike.