Service Mapping: Implementation and Opportunities

1. Service Mapping:Implementation and Opportunities Update to the PSSDC and PSCIOC Saint Sauveur, Quebec, May 2004 By: Ontario Ministry of Consumer and Business Services Industry Canada

2. Service Mapping – Halton Project • Business Transformation Enablement Program (BTEP) • Standardizes mapping of services to clients • Helps to identify client-centred service bundles • Helps to identify opportunities for horizontal collaboration • Application of BTEP to starting a restaurant in Halton • Goals • Test the BTEP methodology and report on success • Lay a foundation for further mapping • Identify possible opportunities for horizontal collaboration • Involved federal, provincial, and municipal representatives • Mapped all of the government services that could be required to start a restaurant in Halton • Supported two immediate opportunities • COBSC collaborations for municipal services • Inter-Jurisdictional Service Initiative by building a service to enable service delivery collaboration across jurisdictions

3. Halton Project Results • Public Service Alignment Model matches service outputs to client needs providing a complete picture of services across jurisdictions • Top box is Municipal service output • Bottom is Regional • Left boxes are Provincial • Right is Federal

4. Halton Project Results • Mapped transitions and associated interactions with government involved in establishing a restaurant – mapped by jurisdiction, output type • Are many service outputs required of multiple jurisdictions for each transition • Multiple interactions make it tough for the entrepreneur to make transitions • Output type mapping indicates that some services could be bundled, for example advisory services are required at each transition

5. Halton Project – Experience • BTEP a thorough and effective method for service mapping • Pros • Very powerful suite of tools and procedures • Participants found that the BTEP process made sense • BTEP brings together disparate programs and services and considers them in a standardized way • Helps to identify opportunities for collaboration or integration • Cons • Highly complex process – large volume of material and knowledge must be assimilated • BTEP may be too detailed for the simple identification of opportunities. Some of the models are not required for this (ie: logistics model, cycle and events model) • Difficult to document and standardize the communication of process outcomes because of the diversity of tools required. A standard electronic toolkit would be useful

6. Halton Project – Opportunities • The BTEP process identified: • Areas of overlap among jurisdictions or service areas • Common service outputs by jurisdiction and type • Alignment opportunities include: • Alignment of information services at key points • Alignment of service delivery in key areas • Common client information, registration • Common compliance and monitoring

7. Information for Small Businesses • BizPaL Project • Catalytic project for aligning information on permits and licenses involving three provinces and three municipalities • Yukon, Whitehorse, British Columbia, Kamloops, Ontario, Halton • Responds to small business need for improved coordination of information and services for permits and licenses • Reflects Taking Care of Business Survey findings that information and permits are the top-ranked business experiences with government and that 84% of interactions are compliance-based • Will result in service mapping by jurisdiction of permit and license activities in a number of sectors • Only a portion of BTEP analysis of service delivery • BizPaL software application and database will be fed by partner systems and be delivered through partner web sites • 2004-2005: Mapping and product development • 2005-2006: Implementation and consideration of options and approaches for phase 2 (register/manage)

8. Client M U N I C I P A L G O V E R N M E N T S License and Permit Information Cross- Jurisdictional Information Partner Interfaces Steering Committee Members Service Channel Process Mapping • Canada • Yukon • Whitehorse • British Columbia • Kamloops • Ontario • Halton Permit Wizard My Account Manage / Register BizPaL

9. Red Tape, SMEs, and BTEP • Streamlined service delivery can help to reduce the administrative costs of compliance to business • 2001 – OECD estimated that administrative costs of compliance consumed 4% of business GDP • Small businesses lack the expertise and resources of larger firms and, per employee, endure 5 times the burden • 2001 CFIB identifies regulatory burden as highest priority for members after business taxes and employment insurance • Red Tape reduction efforts have been undertaken in a number of jurisdictions (Ontario, Nova Scotia, New Brunswick, British Columbia, and Newfoundland) • Federal Budget 2004 called for a working group on paperwork burden which will be convened in the fall • Is there a role for BTEP in red tape reduction?

10. BizPaL Mapping and Red Tape • BizPaL will yield service maps for permits and licenses in three provinces and three cities by August • More mapping is planed for fall/winter 2004-05 • Can service maps influence red tape reduction efforts? • Interest expressed by Small Business Policy secretariat to the Working Group on Paper Burden • Are there other opportunities to share the mapping to support red-tape reduction efforts?

11. Where do we go from here? • Implement BizPaL with partners • Develop and implement for spring 2005 the on-line web service with participating partners • Validate the two identified opportunities • COBSC collaborations for municipal services • Inter-Jurisdictional Service Initiative by building a service to enable service delivery collaboration across jurisdictions • Integrate mapping into current initiatives • IM Strategy • eContact • Biz Bundles • BizPaL • Continue service mapping to include other industry sectors • Pursue Service Transformation opportunities