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New Frontiers and Best Practices in Citizen-Centred Service: Integrated Services

Service Canada Services for You. New Frontiers and Best Practices in Citizen-Centred Service: Integrated Services Presentation by Roger Scott-Douglas RDIMS #67803 v. 1. Everything you need to know when you import an exotic animal to Canada.

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New Frontiers and Best Practices in Citizen-Centred Service: Integrated Services

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  1. Service Canada Services for You New Frontiers and Best Practices in Citizen-Centred Service: Integrated Services Presentation by Roger Scott-Douglas RDIMS #67803 v. 1

  2. Everything you need to know when you import an exotic animal to Canada • You need to deal with five (5) Federal departments: AAFC, CFIA, EC, Avian Veterinarian & IATA • Fill out two (2) forms: CITES - needs the approbation of three departments AAFC, EC & Customs; and apply for Import/Export licence • One Avian Veterinarian (limited list to one per province)

  3. Old Age Security with Income Supplement • Meet with more than 10 government representatives, Municipal, Provincial and Federal • Visit 12 Buildings • Information required is very similar but must be given over and over again to 5separate departments • Three hour long in-depth visits with VAC counsellor,VAC nurse & Provincial nurse

  4. Applying for Child Tax Benefit while on Social Assistance • Application deals with at least one Provincial (Birth certificate) and two Federal departments (CCRA, HRDC) • Applicant must also deal with one more provincial (Social Welfare) and One Federal departments (CCRA) • The process can become circular as each of the processes is dependent on the declaration of the other.

  5. Canadians’ Service Expectations Priorities for Integration • 67% want a one-stop centre • 67% do not care which department they deal with • 67% want access to government services through one web site • 16% of transactions involve more than one channel • 20% of calls to 1 800 O Canada deal with provincial programs & vice versa Sources: Citizens First, 2000; Ekos, 2000.

  6. LESS MORE WHAT IS THE BEST MIX? Service delivery elements Degree of Front end/Back end Integration Degree of Channel Management Integration Scale of Service Integration Degree of centralisation in governance and accountability Degree of client group and target market segmentation Degree of specialisation in job descriptions for service providers Degree of co-ordination in branding/communications

  7. Front-end vs. Back-end Front-end integration implies a single window behind which stand separate silos Back-end integration can have a single or multiple front windows, but services are delivered through an integrated program. Clustered vs. Integrated Clustered services imply the establishment of separate programs delivered in accordance with type of service. Integrated services imply the overcoming of multi-layered governmental jurisdictional divides and the establishment of a single service delivery portal. Sixteen (44) Degrees of Integration

  8. Service Canada The Service Canada Initiative…. Service Policy Vision Single-Windows Face Service and Channel Integration Brand Organization

  9. 1 800 O-Canada Canada.gc.ca 122 Access Centres • Information & referral to over 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) • Trained service providers • Information & referral to over 1000 federal programs & services • 35 printed forms & brochures (most in demand) • Assistance using electronic & telephone channels Service Canada: What Canadians Experience

  10. ….but significant work still required to “map” and integrate GoC service infrastructure Modest progress to date Internet 450 Major Web Sites • Clustered in-person services for youth & French speakers • Consumer Information Gateway and 5 other clustered electronic services • Canadians Gateway and clusters of services supported by GOL • Supported Integrated Services for Seniors and Veterans In person 7000 Points of Service Telephone 170 Call Centres Promoting citizen-centered government through service and channel integration

  11. Integration challenge Addressed by: • Focus on priorities and key segments • Phased-in project management to delivery results at every stage that can be independent of the final architecture of the system • Knowledge-management investment early-on Challenge: • Scale and scope of initiative • Technological concerns • Risk of service disruption

  12. Balancing program accountability challenge Addressed by: • Performance accords (MOU) • E-tools and middle-ware • Stay within clearly defined bounds • Build privacy safeguards at the front-end (plug and play concept) Challenge: • Separation of policy and operations • Limit of generalist’s capacity for multi-service delivery • Inter-jurisdictional complexities • Citizen trust • Loss of brands

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