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Canada Business Service Centre s Taking Care of Business Study: Introduction

Canada Business Service Centre s Taking Care of Business Study: Introduction. Robert Smith Executive Director. Taking Care of Business (TCOB).

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Canada Business Service Centre s Taking Care of Business Study: Introduction

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  1. Canada Business Service CentresTaking Care of Business Study:Introduction Robert Smith Executive Director

  2. Taking Care of Business (TCOB) • The TCOB study provides public sector organisations with knowledge and insight into the needs and experiences of the business community, which are distinct from the needs of citizens • The study’s objectives include: • Service Access: which channels are used and why? • Service Quality: what are the levels of service quality across levels of government and services/ • Drivers of Satisfaction: what determines the satisfaction of the client? • Service Preferences: what is the preferred channel and timeliness expectations? • Client Relationship Management: what does customisation mean in the context of service to business, and how important is it to business?

  3. Mandate ...to serve as the primary source of timely and accurate business related information and referrals on federal programs, services and regulations, without charge in all regions of the country. • Improve the start-up, survival and growth rates of SMEs • Reduce the complexity of dealing with various levels of government • Enable clients to make well-informed business decisions • Encourage business success through sound business planning, market research and use of strategic information

  4. WD IC CED ACOA Mandate and Services Locations • 13 Canada Business Service Centre Hubs • Network of 356 regional access partner sites Iqaluit Yellowknife Whitehorse Edmonton Saskatoon Winnipeg Vancouver Charlottetown Montreal Toronto St. John’s Fredericton Halifax

  5. Implementation Strategy • Choice and channel management • Encourage self-serve and Web-based information • Common Information Management (IM) and Information Technology (IT) across the network • Economies of scale, efficient • Quality control of content • Partnerships and Collaboration • Integrate information across organizations and levels of government • Share costs

  6. Phone Walk-in Online Simultaneous phone and web connection: a CBSC officer will help clients navigate the web! Mail & Fax E-mail Services All Access Channels Officer-assisted New! Self-serve

  7. Common IM – Business Information System BIS BIS BIS • The most reliable, comprehensive business program and service data base in government • 1,200+ (in each language) - programs, services and regulations • Equivalent provincial information added at the CBSC across the country • Published on the web; used by business information agents to assist (telephone, e-mail etc) • 20,000 local contacts listed • 170,000 imbedded links to partner and related sites • Replicated every night across the country for all uses

  8. 10 provinces and 3 territories Information Through Partnerships • 41 federal departments and agencies

  9. 623K 4.8 514K 3.8 418K 3.1 366K 329K 2.1 1.7 N.B: The Info-FAX channel was discontinued in December 2002. Trends in Use of CBSC Channels

  10. How do I start a business? What regulations apply to my business? I am having trouble financing my business. Are sources of help available? How do I find suppliers? I have an order from the U.S. How do I export? Most Frequently Asked Questions

  11. “I’ve had this site bookmarked for several years now. It just keeps getting better and better. This is the way Government is supposed to work.” L. Grant CBC - The Business Network Constantly Responding to Client Needs…

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