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Canada Business Service Centres “The Challenges of Single Window

Canada Business Service Centres “The Challenges of Single Window Service Delivery - Meeting Business Needs”. Panel Discussion Public Sector Service Delivery Council May 14, 2001. Outline. Background to network of CBSCs Channel management and integration

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Canada Business Service Centres “The Challenges of Single Window

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  1. Canada Business Service Centres “The Challenges of Single Window Service Delivery - Meeting Business Needs” Panel Discussion Public Sector Service Delivery Council May 14, 2001

  2. Outline • Background to network of CBSCs • Channel management and integration • Relationship with policy and program departments • Governance, accountability in a partnership setting

  3. Canada Business Service CentresMandate ... • the primary source of information on services to business, free of charge across the country • provide information and refer to other partners regarding programs, services and regulations • focus on start-up entrepreneurs, established small and medium-sized businesses and new exporters • delivered in partnership with provinces and territories and others involved in economic and business development.

  4. 5 Modes of Access ... Phone Walk-in Info-FAX E-mail Web Conventional Internet-based

  5. Federal Governance Side of the CBSC Network Iqaluit Yellowknife Whitehorse Edmonton Saskatoon Winnipeg Vancouver St. John’s Charlottetown Montreal Toronto Fredericton Halifax WD IC CED ACOA 13 Centres Plus a growing network of 340 local access sites

  6. Provincial/Territorial Partnerships ... Formal Agreements with Governments of: Alberta Ontario British Columbia Manitoba Saskatchewan Nunavut Northwest Territories Newfoundland Contractual Agreements with: Yukon/Yukon Chamber of Commerce Quebec/Montreal Board of Trade Administrative Cost-Sharing Arrangements and Co-locations in: New Brunswick Nova Scotia Prince Edward Island

  7. Channel Management and Integration Efficient Information Management….is the key • Shared IM Standards: use common information for all modes of access • Data organization: consistent key words, tagging • Currency: single update process; common application overnight updates across the country • Clear roles and responsibilities for information management Recommendation:“Develop strong government-wide IM policies - not optional guidelines.”

  8. New Forms of Channel Integration • An enhanced service option. • Integrates the internet and the telephone channel • synchronizes Internet searches between CBSC and client • Brings CBSC expertise to: • Service Canada and CBSC regional partner location, CAP site • any home or office with a separate phone line (cell, cable Internet, 2 lines)

  9. Relationship with Policy and Program Departments Clear mandate, budget and feedback to partners …….are keys • Mandate - to legislate or not? Collegial relationships - do they work or hinder progress? • Consistent government support (SFT, Budgets, Public Announcements) • allocated budget specific for purpose • Constantly demonstrate benefit through feedback mechanisms: newsletters, annual report, department-specific reports

  10. Relationship with Policy and Program Departments Clear mandate, budget and feedback to partners …….are keys • CBSC challenges: • how to relate to new service delivery “players”? • partner fatigue - too many demands, initiatives • partner co-operation and participation is optional • Recommendation:“Be strategic, concentrate efforts on reinforcing partner relationships. Design systematic feedback methods.”

  11. Governance, Accountability in a Partnership Setting “The first equation is the CBSC concept. The second one is the Partnership concept.”

  12. Partnership Governance - A Practical Example Provincial Staff Federal Staff Business Advisory Council Management FEDERAL Board PROVINCIAL 36 Federal Departments/ Agencies Provincial Departments Federal Managing Partner Provincial Director CBSC Manager Common Database Federal $ Provincial $ Federally funded facilities Provincially funded facilities “The Bubble Gum and Good-Will Model”

  13. Governance, Accountability in a Partnership Setting “There is no limit to what a man can do or where a man can go, if he doesn’t mind who gets the credit.” - Benjamin Jowett 19th century educator “No one gets into a partnership to disappear.” - One very astute CBSC Manager “The bubble gum and goodwill model” Recommendation:“Single Windows provide excellent client service, but need the appropriate (non-sectoral) tools to be most effective.”

  14. Canada Business Service Centres Presenter: Robert Smith Executive Director 613-954-3576 smith.robert@ic.gc.ca Address: National Secretariat Canada Business Service Centres Industry Canada 235 Queen Street Ottawa, ON K1A 0H5

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