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Managing a “virtual” single window organization

Managing a “virtual” single window organization. Roger Scott-Douglas Director, Service Canada Implementation Team May 14, 2001. Presentation Overview. Overview of Service Canada Elements of a virtual organization Assessment to date -- options for the future. Accessibility to Canadians.

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Managing a “virtual” single window organization

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  1. Managing a “virtual” single window organization Roger Scott-Douglas Director, Service Canada Implementation Team May 14, 2001

  2. Presentation Overview • Overview of Service Canada • Elements of a virtual organization • Assessment to date -- options for the future

  3. Accessibilityto Canadians Service Canada Service Improvement Quality and Satisfaction In-Person Telephone Internet EnablesIntegration Government On-Line Results for Canadians …. …an integrated citizen-centred service agenda

  4. Access Centres 1 800O-Canada Canada.gc.ca Service Canada Government On-Line Service Canada... • A New Service Face - integrated access across in-person, telephone and Internet channels • A New Service Approach - delivery of services in ways that make sense to citizens • A New Service Mechanism - providing government with a means to manage its service presence and profile …developing a new vision of service delivery

  5. 122 Access Centres 1 800 O-Canada Canada.gc.ca Service Canada: What Canadians Experience • Trained service providers • Information & referral to 1000 federal programs & services • 35 printed forms & brochures (most in demand) • Assistance using electronic & telephone channels • Information & referral to 1000 federal programs & services • Broader range of information (enhancements to database) • On-line forms & publication order service • Redesigned Canada site with information and services clustered around the needs of Canadians, Non-Canadians, and Businesses, • On some departmental sites, testing of new Internet services (e.g., on-line self help, voice-to-voice on-line help & clustering) …our face and approach

  6. Organizational Goals for Service Canada…. Service Canada Services for You • Use the government’s existing service infrastructure networks, as well as GOL, to maximum effect • Maintain the right balance between serving Canadians and reducing delivery costs • Bring together all major one stop service initiatives to improve coherence and avoid duplication • Provide a cost-effective common service provider for departments to use • Provide government with a means of managing service presence and profile in rural and remote communities …our mechanism

  7. Advisory Committee on Service and Innovation (S&I) Federal Regional Councils S&I Regional Executives Service Canada (SC) Coordinating Committee TelephonySub-Committee Points of ServiceSub-Committee SC Implementation Team Atl. ON QC BC Projects CIOB GOL PWGSC (Internet) Canada.gc.ca PWGSC (Telephone) 1 800 O- Canada Access Centres (122) SC Network DevelopmentSub-Committee SC CommunicationsSub-Committee Voice-to-Voice Consumer Gateway Millennium Eco Comm. Seniors and Veterans In-Person Working Group Service Dev’t Working Group Community Network Working Group Auto Responder Electronic Post Office ServicePreferences Telephony Working Group PortalWorking Group Full ServiceFederal Sites (48) CommunityNetworks (67) HRDC (27) CanadianHeritage (7) CanadaPost (14) BC (PWGSC 5) QC (CED 9) NWT(EC 4) NB (IC 22) ON (IC 14) NS (HRDC 11) YK (PWGSC 2) Self-ServiceFederal Sites (3) SpecializedSites (3) 3rd Party(3) CCRA(2 ) HRDC(1) Youth(HRDC 1) Francophone (CH 2) Regional InformationServices (3) Note: AAFC involved A Virtual Organization with over 100 Partners .

  8. The Pivotal Point: Involvement Versus Full Commitment • Key Conclusion • Strong support for one stop access within the service departments;but • Virtual partnership not sustainable over the long term if significant growth is desired • Key Findings - Partnerships • (CAC) • Strengths • Improved client service • Joint marketing • Improved sustainability of existing infrastructure • Improved departmental products & services • Linkages between internal departmental units strengthened • Potential savings through economies of scale • Weaknesses • Slow process • Unwieldy governance • Heavy time commitment • Unclear accountability

  9. Moving Forward with Service Canada • Smooth operations on a larger scale will require the integration of policy, operational and communications activities • More rigorous governance mechanisms and fewer delivery partners needed to improve management of network over the longer term • A policy framework for one-stop access is needed to improve co-ordination and channel management and integration • Building on the potential of GOL

  10. In-Person Channel - What it Might Look Like Hub and spoke structure with manageable number of partners Utilizing existing networks most Canadians will be able to reach an Access Centre easily Possible links to provincial one-stop access in longer term Strong coordination at regional level (tailored to meet local circumstances)

  11. | Departmental Call Centres | Agency Call Centres | Specialized Contacts | Citizen Service Centres (Cluster-Based) | Business Service Centres (Cluster-Based) | Non-Canadian Service Centres (Cluster-Based) | 1 800 O-Canada Enquiry Centre | Business Enquiry Centre | Non-Canadian Enquiry Centre Telephony Channel - What it Might Look Like General EnquiriesCentres Investment in “smart” technologies, making judicious use of IVRs Citizen Service Centres (on pilot basis) Common platforms and protocols

  12. Canada Site Businesses Canadians Non-Canadians Electronic Channel - What it Might Look Like All key programs and services online by 2004 Electronic infrastructure underpins and integrates all channels Secure channel and trusted environment Redesigned portal with clustered services

  13. Channel Telephone Telephone In-Person Electronic Service Canada Services for You 1 800O-Canada 1 800O-Canada Access Centres CanadaSite Single window Necessary Conditions for Governance + + = • Achieving clarity of accountability and ease of decision-making • Maintaining shared ownership and participation in Service Canada • Practicality of implementation (e.g. gaining acceptance, cost-effectiveness, etc.) • Management efficacy (e.g. operational coherence) • Positioning for the future • Being able to support the capability for channel/service integration • Supporting the management of the whole-of-government transition engendered by GOL

  14. 1. Virtual Entity • Voluntary participation -- self interest as driver • Neither front or back end integration • Low risk • 2. Service Utility • Partner departments work to single business plan -- self-interest as common interest • Front end integration, not back end • Medium risk Service Canada • 3. Department or Agency • Delegation of authority to a new service organization to deliver certain services -- common interest as self interest • Front and back end integration • High risk Possible Options for an Organizational Structure

  15. Service Canada Services for You

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