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Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Government of Canada. Outline of the Presentation. Objective of the learning event Setting the context Approaches to single-window service delivery Key issues for reference

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Outline of the Presentation

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  1. Improving Service Through Single-Window Delivery Ralph HeintzmanAssistant SecretaryService and InnovationGovernment of Canada

  2. Outline of the Presentation • Objective of the learning event • Setting the context • Approaches to single-window service delivery • Key issues for reference • The opportunities ahead

  3. Objectives of the Learning Event • Focus on “whole of government” single-window service delivery • Explore: • The different approaches to single-window service delivery • Common issues and challenges • Good practices

  4. Service Canada Services for You Single Window Service: A World-Wide Phenomenon

  5. Catalysts for Change Intergovernmental Co-operation Resource Constraints Citizen Needs& Expectations Modern government is one-stop government Technology Business Needs & Expectations Global Competitiveness Private Sector Innovation

  6. Why is Single-Window Service Important? • Citizens and business want it • Service experience influences their view of government • Government must be citizen-centred - designed from an outside-in perspective, not inside-out

  7. Simple Concept….Complex Business • Single-window service has simplicity as its aim - but is a complex business in reality • There are a wide range of approaches • Key focal points for comparison - • Organizational Approaches (virtual/collaborative, utility, departmental) • Channel Management Strategies • Strategic Directions

  8. Service Canada Services for You Government of Canada • One-stop strategies for business and citizens • Collaborative / Virtual organizational approach • Multi-channel integration • On-line target - 2004

  9. Canada - Provincial Governments • Most have single-window approaches • One-stop strategies for business and citizens • Range of organizational models: Utility: Service New Brunswick; BC Agents Departmental: Ontario Ministry of Consumer and Business Services; Service Nova Scotia and Municipal Relations

  10. United States -Federal Government • Promotion of single-window and integrated service across federal public service • E-channel / telephone approach to one-stop access • In-person delivery at local level • GOL Target - 2003

  11. United States -State Governments • Many have one-stop service for citizens and business • Major emphasis on e-channel - but many state governments have e-channel / telephone channel linkages • In-person strategies commonly driven at the community or department level

  12. AustraliaFederal Government • One-stop strategies for business and citizens • Government Information Centre provides Internet and Call Centre access portals - virtual/collaborative model • Centrelink - departmental / utility model - provides multi-channel delivery network • GOL Target - 2001

  13. AustraliaState Governments • Many state governments have single-window service • A multi-channel approach is common • Linkages between Federal and State government single windows • A use of various organizatonal approaches - virtual / collaborative approach common

  14. United Kingdom • Commitment made to “join up” government • Central agency leadership for service improvement • E-channel a key priority • Leadership at local level for one-stop access • GOL Target: 2005

  15. Other Governments Singapore • Infocomm 21 • Ecitizen portal • Government Forms Service and Shopfront Netherlands • Public Counter 2000 (OL 2000) Other jurisdictions exploring the single window concept include: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Spain and Sweden

  16. Organizational Approaches andChannel Strategies Ontario Multi- Channel Gov’t of Canada Nova Scotia Access PEI New Brunswick Alberta Single Channel BC Agents Virtual Utility Departmental

  17. Key Issues • Responding to Citizens’ Needs and Expectations • Channel Management and Integration • Service Clustering • Mandate • Mandatory versus optional • Government On-line • Investment or rationalization approach • Role: information / communications or service delivery

  18. Key Issues (Cont’d) • Political Support / Championship • Partnership Management • Governance / Accountability • “Turf Protection” • Cost Recovery / Resourcing • Program Design / Delivery Divide • Intergovernmental Partnerships • Public / Private Partnerships • Visibility / Recognition • Operational Issues - HR, Technology

  19. The Opportunity is Ours…. • Technology is making possible: • service integration to create value-added services • improved convenience for citizens • extended reach of Government • Innovation and collaboration is flourishing across the public sector • More progress can be made by sharing best practices and lessons learned

  20. Improving Service Through Single-Window Delivery Ralph HeintzmanAssistant SecretaryService and InnovationGovernment of Canada

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