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Integrated Service: Yukon Blue Pages. Presented by Siegfried Fuchsbichler Assistant Deputy Minister Government Services Government of Yukon. New Frontiers and Best Practices in Citizen-Centred Service November 14, 2001· Toronto, ON. Outline. A. Yukon Overview. B. Yukon Blue Pages.
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Integrated Service: Yukon Blue Pages Presented by Siegfried Fuchsbichler Assistant Deputy Minister Government Services Government of Yukon New Frontiers and Best Practices in Citizen-Centred Service November 14, 2001· Toronto, ON
Outline A. Yukon Overview B. Yukon Blue Pages C. Lessons Learned
Yukon Demographics • ~ 5% of Canadian landmass • ~ 0.1% of Canadian population • All but one community is road accessible
50,000 10,000 6,000-7,000 Some Yukon trivia Mt. Logan - 5,959 m
B. Yukon Blue Pages • Why change? • The phone book version • Online version
Access problems: When citizens don’t know how to get theservice Percent having problems Yukon Canada Bounced from person to person 55 50 Telephone trees, voice mail 35 28 Could not find in Blue Pages 34 28 Did not know where to look 32 32 Busy phone lines 27 40 Trouble finding on the Internet 15 11 Parking difficult 12 13 Travel distance too great 11 8 Other (e.g. long wait) 12 12 Source: Citizens First 2000 Survey
Source: Citizens First 2000 Survey (Yukon results) Assessment of Blue Pages
Old Blue Pages:… still looking for wood cutting permit information
Old Blue Pages:… still looking forwood cutting permit information
Source: Citizens First 2000 Survey (Yukon results) Assessment of Blue Pages:The need to go “e-”
~50,000 hits per month since launch The New Blue Pages: Usage
C. Lessons Learned Lesson 1. Solid partnerships Lesson 2. Simplify then automate Lesson 3. Tailor to meet your needs Lesson 4. Communicate, communicate Any time, Any where, All together
Moving Forward:Next steps for blue pages • Work on list of keywords • Link with our programs and services guide • Make technology available to others • Train our “call centre” staff
Siegfried Fuchsbichler Assistant Deputy Minister Government Services, Government of Yukon Phone: 867-667-3732 Fax: 867-393-6218 siegfried.fuchsbichler@gov.yk.ca For more information ... Web sites: http://www.gov.yk.ca http://www.bluepages.gov.yk.ca