1. Excellence Canada NCR Networking Meeting – 21 May 2015
Canadian Forces Housing Agency Presentation By: Dominique Francoeur, CEO CFHA

2. Canadian Forces Housing Agency
Who we are:
Managing authority of Department of National Defence (DND) crown-owned, residential housing portfolio
Head Office in Ottawa (approx. 90 employees)
33 Housing Services Centres and satellite sites across Canada (approx. 200 employees)
What we do:
Allocate and maintain > 12,000 housing units
Provide housing services to occupants and their families

3. Our excellence journey history …
Began in 2005 with quality framework
Adopted PEP Healthy Workplace framework in 2007 to strengthen the internal People driver
Maintained forward-moving momentum
Transitioned to the new Excellence, Innovation and Wellness Standard for Canada in 2012
Achieved EIW Silver certification and CAE Award in 2014

4. Why implement the EC EIW Standard?
Integrates continuous improvement initiatives under one strategic umbrella and aligns with the following priorities:
Government of Canada:
Blueprint 2020 and the resulting Destination 2020 report
Public Service Renewal
Department of National Defence:
Defence Renewal Plan: nine focus areas under the broad themes of Performance and Organisational Practices
Mandate of CFHA: To maintain a suitable standard of residential accommodation and plan for future residential needs of CAF members
CFHA strategic objectives and priorities:
Business processes redesign to align delivery of services
Enhanced customer and stakeholder relations and engagement

5. What’s next on the way to EIW Gold?
Service Excellence Plan (to address both external occupants and internal customers)
Stakeholder Engagement Plan
Consistency of process application
What are some of our gaps?
Communications/engagement across a national, de-centralized organization (heightened IT security)
Regulations and constraints impacting travel, training, staffing, procurement of goods and services, etc.
What are some of our challenges?