Service Advisory Committee members’ biographies

Leslie MacLean

Leslie MacLean

Senior Associate Deputy Minister of Employment and Social Development Canada and Chief Operating Officer for Service Canada

Sara Diamond

Sara Diamond

President at Ontario College of Art and Design (OCAD) University

Pina D'Intino

Pina D'Intino

Global Accessibility Practice Lead for Cognizant and Founder and CEO of Aequum Global Access

Maria Ferranti

Maria Ferranti

Vice President, Bell Customer Service Support & Call Centre Sales, Bell Canada

Lars Frelle-Petersen

Lars Frelle-Petersen

Deputy Director General of the Confederation of Danish Industry

Sunil Johal

Sunil Johal

Director, Business Growth Services, City of Toronto

Heather Lloyd

Heather Lloyd

Senior Vice President, Information Technology & Solutions, Office of the Chief Technology Officer, Scotiabank

Shawn Sanderson

Shawn Sanderson

Digital Executive: Fintech, Internet of Things (IoT) & Communications

Bob Stark

Former Deputy Minister and Chief Executive Officer of ServiceOntario and Ministry of Government Services (Retired); Disability Advocate and Strategy Consultant

Mary Traversy

Mary Traversy

Chief Operating Officer, Canada Post (Retired)

Ruth Williams

Ruth Williams

Business Advisor and Project Manager, Pathways to Technology Project with All Nations Trust Company Kamloops, British Columbia

Leslie MacLean, Senior Associate Deputy Minister of Employment and Social Development Canada and Chief Operating Officer for Service Canada

Leslie MacLean became the Senior Associate Deputy Minister of Employment and Social Development Canada and Chief Operating Officer for Service Canada on July 4, 2016.

Leslie began her career in Veterans Affairs Canada in Charlottetown, Prince Edward Island, and has held senior roles with Communications Canada, Health Canada, and Correctional Services Canada. She served as the Assistant Secretary, Social and Cultural Sector for the Treasury Board Secretariat and was later appointed as Associate Deputy Minister for Fisheries and Oceans Canada.

Leslie’s background includes experience in a broad range of disciplines including program delivery; policy analysis and development; line operations; and communications. Return to Members

Sara Diamond, President, Ontario College of Art and Design (OCAD) University

Sara Diamond

Dr. Sara Diamond is the President of OCAD University, Canada's university of the imagination. She holds a PhD in Computing, Information Technology and Engineering from the University of East London, a Master's degree in Digital Media theory from the University of the Arts London and an Honours Bachelor of Arts in History and Communications from Simon Fraser University. She is an appointee of the Order of Ontario and the Royal Canadian Academy of Arts, as well as a recipient of the Queen's Diamond Jubilee Medal and the Digital Pioneer Award from the GRAND Networks of Centres of Excellence. She is also a Senior Fellow at Massey College, University of Toronto. In 2014, Toronto Life described her as one of "Toronto's 50 Most Influential People."

While retaining OCAD University's traditional strengths in art and design, Sara has guided the university in becoming a leader in digital media, design research and curriculum through the Digital Futures Initiative, new research in inclusive design, health and design, and sustainable technologies and design. She also played a leading role in OCAD University's establishment of the unique Indigenous Visual Culture program.

Currently, Sara serves on various boards (Baycrest; ORION, Ontario's high-speed network; Women in Communications and Technology; and i-Canada) and is Chair of the Scotiabank Nuit Blanche Toronto Advisory Committee. She has served the larger university community through her membership on the Standing Advisory Committee on University Research (SACUR); as a current member of the Standing Advisory Committee on International Relations (SACIR) of the Association of Universities and Colleges; as Chair of the Standing Committee on Relationships with other Postsecondary Institutions for the Council of Ontario Universities (COU); and as a member of the COU executive. She was a member of the 2011-2012 Council of the Canadian Academies' expert panel on the State of Science & Technology in Canada. Sara also founded the Banff New Media Institute in 1995 to 2005.

Sara is a data visualization, wearable technology and mobile media researcher, artist, designer and scientist. She is founding Chair of the Mobile Experience Innovation Centre 2007 to 2014 and was co-Chair of Mobile HCI (ACM) in 2014. She is co-principal investigator in the Centre for Innovation in Information Visualization and Data-Driven Design, an OCAD U/York University initiative, and theme leader on the ORF-E funded iCity project as well as a member of the BRAIN alliance. She holds funding from the Social Science and Humanities Research Council and the National Sciences and Engineering Research Council.

Sara continues to write and lecture on the subjects of digital media history and practice, visual analytics, mobility and design strategy for peer-reviewed journals, and acts as a reviewer and evaluator for IEEE and ACM conferences and journals, SSHRC, CFI and the Canada Research Chair programs. Her artwork is held by prestigious collections such as the Museum of Modern Art, NYC and the National Gallery of Canada. Her recent publications include Euphoria and Dystopia. Return to Members

Pina D'Intino, Global Accessibility Practice Lead for Cognizant and Founder and CEO of Aequum Global Access

Pina D'Intino is the CEO of Aequum Global Access Inc., helping businesses achieve inclusion and accessibility through equal footing. By establishing a robust strategic influence in organizational accessibility, Pina is a sought-out consultant and speaker, internationally, who actively promotes accessibility and inclusion from both an executive and a grassroots perspective. Fluent in English and French, Pina can deliver a number of programs supporting employees – all the way to the top executive – who wish to promote a culture of inclusion and accessibility.

For more than two decades, Pina worked in a large global financial institution (Scotiabank) holding several IT positions. For the last 17 years, she has pioneered and founded a cross-institutional hub for accessibility and inclusion. Pina bridges the dynamics of organization, employee and customer viewpoints and needs to establish a best-practices environment by way of creating awareness; building accessibility business cases; incubating accessibility at the onset of projects, initial designs and software development; and establishing IT accessibility standards, strategies, roadmaps and solutions.

Pina sits on a number of Ontario standards advisory committees and is also engaged in several initiatives led by OCADU and the Inclusive Design Research Center (IDRC), including the Designing Enabling Economic Policies (DEEP) annual conference. She is the President of Barrier Free Canada, a not-for-profit advocacy organization representing the voice of persons with disabilities on the ground. She is also the Vice-President of Cadili Inc., a team of specialists primarily focused on addressing education and awareness on the needs of Indigenous peoples, visible minorities, persons with disabilities and women. In addition, Pina is helping to transform accessible education for students worldwide as Global Accessibility Practice Lead at Cognizant.

Pina was the founder and co-chair of the Canadian Financial Institute on Assistive Technologies (CFIAT) bringing together financial institutions to collaborate on accessibility issues and solutions. She is a Board Member of the G3 ICT IAAP – International Association of Accessibility Professionals global leadership group. She is an Honorary Chair of Financial Services for G3ict and advisor on a number of reviews and initiatives related to the Accessibility for Ontarians with Disabilities Act. She is a certified Project Management Institute member and holds a Master's degree in Design in Inclusive Design (MDes) from OCAD University. Pina also received a QE2 medal from the Lieutenant Governor for her work in advancing employment for persons with disabilities. Return to Members

Maria Ferranti, Vice President, Bell Customer Service Support & Call Centre Sales

Maria Ferranti is the Vice President of Bell's Customer Support & Sales for Residential and Wireless Services, supporting more than 13.5M customers. She leads the Technical Support, Sales, Order Process and Collections teams, responsible for creating and delivering strategies focused on increasing customer satisfaction, first call resolution and sales across the call centre

Maria launched a number of impactful programs including: a new quality service model, enhanced agent scorecards and a performance enhancement process. As a driver of change, Maria is known for unpacking complex processes and creating innovative solutions to improve the Customer Experience.

In addition to operational metrics, hiring the right people in a customer service role is an important element that Maria strongly believes in, leading her to implement an innovative recruitment process for new Agents. Not only was this initiative a key contributor to the 59% reduction in agent attrition at Bell, it also delivered an accelerated learning curve for new Agents by better matching the Agent's profile to the role's requirements.

Maria joined Virgin Mobile Canada in 2004, as the Senior Manager of Customer Service. It was a challenging start-up environment requiring creative solutions to build policies and processes for every step in the customer lifecycle to ensure a successful wireless launch. A number of key lessons were instilled from Richard Branson's business; in particular, his customer and employee philosophy was heavily leveraged to design the service philosophy at Virgin Mobile Canada. The delivery of this service philosophy led the customer service teams to win the Canadian J.D. Power Award for five consecutive years.

In 2008, Maria was promoted to become the Director of Customer Service, and grew her team to more than 700 agents to support the launch of new services. In 2010, post Bell's acquisition of Virgin Mobile Canada, Maria's scope was significantly expanded to include Bell's Wireless Customer Service Teams and subsequently Bell's Residential Services Teams.

Since the start of her career over 20 years ago, Maria has demonstrated an equal passion for both customers and team members allowing her to consistently deliver excellent results. This success has propelled her career from a start-up to now running one of the largest service organizations in Canada. Return to Members

Lars Frelle-Petersen, Deputy Director General of the Confederation of Danish Industry

Lars Frelle-Petersen

Prior to his role as Deputy Director General of the Confederation of Danish Industry, Lars Frelle-Petersen served as Deputy Permanent Secretary, Ministry of Finance.

For the past 12 years, Lars has worked in the field of public sector digitization and he has been responsible for a number of large scale initiatives with regard to digitization and public sector efficiency.

From 2011 to 2016, Lars was the Director General at the Danish Agency for Digitization (Ministry of Finance). The Agency for Digitization was established in 2011 to speed up the digitization processes required to modernize the Danish welfare society. The Agency is responsible for the Danish eGovernment strategy and responsible for the implementation of the government's digital ambitions in the public sector.

Lars has also been Deputy Director-General at the Agency for Governmental Management (Ministry of Finance).

Lars has a Master’s of Science in Public Administration. Return to Members

Sunil Johal, Director, Business Growth Services, City of Toronto

Sunil Johal is Director of Business Growth Services with the City of Toronto. He leads a team of 50 professionals driving business activity, attracting investment and supporting entrepreneurship locally, nationally and internationally.

Previously, Sunil was Policy Director at the Mowat Centre, an independent public policy think tank based in the School of Public Policy and Governance at the University of Toronto. He led the Centre’s research activities, managed the research team and taught a variety of executive education courses. Before joining the University of Toronto, Sunil was a Director with the Ontario Ministry of Economic Development and Innovation where he led the government’s efforts to modernize its regulatory environment. He has also held senior management and policy roles with the Cabinet Office, Ministries of Finance and Intergovernmental Affairs and federal Treasury Board Secretariat. He joined the federal civil service through the Recruitment of Policy Leaders initiative in 2003.

Sunil holds degrees from the London School of Economics, Osgoode Hall Law School and the University of Western Ontario and is a Fellow at the Brookfield Institute for Innovation and Entrepreneurship and at the Public Policy Forum. He is frequently invited to advise governments and international organizations, and to speak about technology and policy issues at conferences and in a variety of media outlets, including the Globe and Mail, Toronto Star, CBC Radio and Television, CTV News, the Guardian, Maclean’s and the Ottawa Citizen. Sunil has written a number of publications on harnessing digital technology in government and the implications of technology for social policy. Return to Members

Heather Lloyd, Senior Vice President, Information Technology & Solutions, Office of the Chief Technology Officer, Scotiabank

Heather Lloyd

As the Senior Vice President, Information Technology & Solutions, Office of the Chief Technology Officer, (IT&S OCTO), Heather Lloyd is responsible for driving Enterprise IT Risk, governance, controls and strategic initiatives across the IT&S organization, including enterprise programs such as Project and Portfolio Management, IT Supplier Governance, IT Risk, Structural Cost Transformation, IT Performance and Communications. She assumed this role in September 2016.

During her tenure as the Senior Vice President & Head of the International Banking IT Group, Heather was the CIO responsible for Technology for the Caribbean, Latin America, Asia Pacific and Mexico Systems teams. She assumed this role in 2013.

Heather’s 30-year career started in Executive Office (EO) Finance. From there she gained experience in both business and technology through a wide variety of progressively senior roles including Development, Architecture, Infrastructure and Business Relationship Management. She has worked in Global Finance, Global Banking Markets and the International Banking Division.

Heather is a member of the Board for Tangerine Bank and SecureKey. Heather holds a Bachelor of Computer Science degree. She is a graduate of the Executive Management Program from the Ivey Business School at Western University. Recently she graduated from the Leadership program at Duke University.

Heather is married with two children. Return to Members

Shawn Sanderson, Digital Executive: Fintech, Internet of Things (IoT) & Communications

With over 18 years of experience in Fintech, Internet and Communications Technology (ICT), Machine to Machine (M2M) and Internet of Things (IoT), Shawn Sanderson provides expertise in platform selection and development, vertical application selection, financial solutions, business transformation, go-to-market strategy, team development, business planning and investment funding preparation.

Shawn is currently the Vice President of Asia Pacific for Juvo. There are billions of people in the world who are creditworthy, and Juvo makes it easy for mobile operators to find them. Over 80% of mobile users are prepaid subscribers; Juvo transforms subscriber consumption with real-time credit, the first step towards greater mobile financial services and financial inclusion.

Shawn also serves as an independent IoT and Digital Transformation Consultant and is a member of the Board of Directors for Youth Science Canada.

Prior to this, Shawn was the Vice President of the IoT organization at Telus, where he was selected to build and launch the IoT practice with a mandate to deliver wholesale connectivity, white label solutions and meaningful revenue and EBITDA (Earnings Before Interest, Taxes, Depreciation and Amortization) growth. He also sought out and invested in organizations that supported the growth of the practice.

Shawn was a guest speaker at the 2015 Windsor conference in Vancouver. He spoke about the applications of Big Data for improving service delivery and as a tool in improving the daily lives of the population. The presentation was well received and raised issues regarding data ownership as well as privacy concerns. Also noted were the challenges for governments in keeping pace with technology in order to anticipate future challenges and ensuring Big Data is used for the common good.

He gave a keynote address entitled "The Future of Connected Technology: Modernizing Citizen Experience Track" at the Office of the Chief Information Officer (OCIO) Connect 2015 conference hosted by the Government of British Columbia. The talk explored the future of connected technology, the market growth and trends, adoption challenges and opportunities for government. His presentation highlighted the diverse nature of implementations and provided examples of how IoT can improve efficiencies for public sector organizations, which in turn drive improved economic outcomes. Return to Members

Bob Stark, Former Deputy Minister and Chief Executive Officer of ServiceOntario and Ministry of Government Services (Retired); Disability Advocate and Strategy Consultant

Bob Stark

Bob Stark is a former Deputy Minister and Chief Executive Officer (CEO) for ServiceOntario and Ministry of Government Services. He joined the Ontario Public Service (OPS) in June 2006 as CEO of ServiceOntario after a successful career in the private sector.

Bob has retired from the OPS and is currently a Strategy Consultant and an advocate for Persons with Disabilities. He is the Chair of the Board of Directors for BALANCE for Blind Adults; Chair of the Enterprise Risk Assurance Committee for the City of Toronto; and Vice-chair and Board Director of the Mohawk Medbuy Corporation

In his early career days, Bob pursued work in IT at Imperial Oil, Manulife Financial and Scotiabank. In the second half of his career, he focused on direct services to the public, managing the credit card and electronic banking operations at Scotiabank. While at Scotiabank, Bob launched debit point of sale, telephone banking and internet banking amongst many other service innovations. From there, his career moved to the telecommunications industry as he headed up the centralization and integration of Rogers contact centres, introducing telephone sales, bundled products and single billing statements. He then went on to run an interactive advertising agency.

In 2008, Bob was appointed Deputy Minister of ServiceOntario. As Deputy Minister, he led innovative changes at ServiceOntario through the migration and provision of fast and friendly government services, and through the continuous modernization of the government’s in person, contact centres, online and kiosk service channels. He was dedicated to developing a modern government customer service culture - making it easier for citizens and businesses to access government services across all service channels. Under Bob’s leadership, ServiceOntario won a number of awards for its services and solutions, and has become recognized internationally as a leading, innovative public service provider.

In 2010, Bob won the Heintzman Award in recognition of his significant contribution to the promotion of, and commitment to, citizen-centred service delivery in Canada and internationally.

Bob is a graduate of Harvard University and the University of Toronto. Return to Members

Mary Traversy, Chief Operating Officer, Canada Post (Retired)

Mary Traversy

Mary Traversy was the COO of Canada Post between October 2015 and September 2019, where she led all operational aspects of Canada Post's business, including Plants, Delivery, Engineering, Network and Real Estate. She was responsible for ensuring Canada Post maintains a highly efficient operation that provides reliable service in support of our customer strategies. She reported directly to the President and CEO.

Mary was recognized by the Women's Executive Network as one of the most powerful Canadian leaders in 2016. She was listed among the top 100 to Celebrate and Inspire Female Leaders in the Public Sector Leaders category.

Mary began her successful career with Canada Post in 1984 in human resources. She has held a number of progressively responsible positions in her more than 30 years with the Corporation. They include Senior Vice-President, Business Transformation; Senior Vice-President, Mail; General Manager of Labour Relations and Chief Negotiator; and Vice-President of Human Resources. In Operations, her positions included Plant Director, Regional General Manager and Senior Vice-President of Operations. Return to Members

Ruth Williams, Business Advisor and Project Manager, Pathways to Technology Project with All Nations Trust Company Kamloops, British Columbia

Ruth Williams

Ruth Williams, a status Indian from the High Bar Indian Band and a registered member of TL’ETINQOX Government, has significant experience in financial, risk management, program management and human resource management. Over her 40 plus year career, she has been a leader in social and economic development for First Nations peoples in British Columbia.

Currently, Ruth is the Business Advisor and Project Manager of the Pathways to Technology Project with the All Nations Trust Company (ANTCO). ANTCO, a company she helped found and manage in her role as the company's former President and Chief Executive Officer, originated in 1984 to provide financial services to Aboriginal entrepreneurs. The company is Aboriginal owned. Over the years, ANTCO has expanded its business services to meet the financial needs of the Aboriginal community. Through ANTCO, she has overseen the management of agreements with a value of up to $75 million.

The project that Ruth currently oversees, Pathways to Technology, is an initiative to bring affordable and reliable high-speed Internet to all 203 First Nations in British Columbia. This project received a $40.5 million unconditional grant from the Province of British Columbia and Health Canada, plus $28 million in grants from Indigenous Services Canada.

Currently, Ruth sits on a number of Boards. She is the representative for British Columbia on the National Indigenous Economic Development Board (NIEDB), an advisory board that includes First Nations, Inuit, and Métis business and community leaders from all regions of Canada. The NIEDB advises the federal government on ways to help increase the economic participation of Indigenous men and women in the Canadian economy. She also sits on the Kamloops Native Housing Society board as President; First Nations Market Housing Fund as Vice-Chair; and Lower Nicola Band Development Corporation as Vice-Chair.

Ruth has been a member of the First Citizens Fund Advisory Board and the British Columbia First Nations Economic Advisory committee. She was Vice President of the Western Aboriginal Economic Development Board, as well as a member of the National Executive team.

She has been a founding and active member of eight non-profit organizations that are working to improve the quality of life for Aboriginal persons in the B.C. interior. These organizations include the Round Lake Treatment Centre, the Aboriginal Health Advisory Council, Little Hands of Friendship Day Care Society; Aboriginal Education Advisory Council to School District in Kamloops, B.C., region; Board member on the Thompson River University and the Central Interior Ministry of Child and Family Services Advisory Board.

She has also been a member of dozens of other organizations over the years and has often assumed a leadership role, particularly with respect to her involvement in housing issues. She participated as a member of the Province of British Columbia's committee for the development of the 10-year action plan for Indigenous housing and was part of the Aboriginal Housing Committee of B.C.

Ruth has an Honorary Doctorate of Law from Thompson Rivers University. She was inducted into the Aboriginal Business Hall of Fame in 2011. In 2013, she was presented the Queen's Diamond Jubilee Medal by former Minister of Citizens' Services and Open Government of the Province of British Columbia, in recognition of her exceptional achievements and distinguished service to her fellow citizens. With the local government, she received the City of Kamloops Distinguished service award in 2012. Return to Members

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