Regulatory Craft Conference

1. Regulatory Craft Conference November 21, 2007

2. Agenda • Access Nova Scotia Context • Integrated Service Delivery • Successes and Opportunities • CFIB - BizPaL • Can/NS Business Service Syndication • Questions

3. Service Nova Scotia and Municipal Relations • Municipal Relations • UNSM relationship, grants, municipal support • Assessment Services • Moving to a separate agency • Program Management and Corporate Service • Includes financial services and human resources • Audit and enforcement, gas tax, tobacco, • Program management, consumer protection • Access Nova Scotia

4. Access Nova Scotia • Four Divisions – Assistant Deputy Minister • Service Delivery: channels and people • Corporate Registries: legislative and program • Information Management Services • Strategy and Innovation • 13,000 external client interactions per day • 50 physical locations, call centre, web access • 665 employees

5. Mission and Vision • Mission • To protect citizens interests and safety (what) • To make it easier for citizens and businesses to interact with government (how) • Vision • To become a recognized leader in service excellence • To become a model in the development and delivery of client-centric programs, services and information that protect public interests and safety.

6. Integrated Service Delivery 1. We provide the people, processes and infrastructure (technology and facilities) to link services with clients through a common service experience by the channel of choice. 2. The design and delivery of information and services are based on what makes most sense from the perspective of the citizens and businesses that require them. CLIENT CENTRIC WHOLE OF GOVERNMENT

7. Interdependence(Shared Accountability) Strategy & Innovation Assessment IMS Business/Land & Citizen Programs Vision Program Support Design IMS Service Delivery Implement Operate

8. Registry of Joint Stock Cos. • NS Business Registry • Land Registry • Geographic Information Business & Land Programs • RMV • Vital Statistics • Other Citizen Program ANS Branch –Organizational Design Model Service Delivery Key Features: Program & Policy Development • Recognizes importance of two core processes: program and policy development and service delivery • Recognizes importance of clients • Strategy and growth focuses on ongoing improvements and innovation • Requires focus on performance management (e.g. SLA(s)) Strategy & Innovation Information Management Services

9. Successes and Opportunities • Other levels of government • Service Canada • Co-location opportunities • Service Canada College • Defining the client experience • Integrated transactions – life events • HRM • BizPaL • Co-location • Parking ticket payment • E-government Joint Venture (municipalities)

10. Successes and Opportunities Better Regulations Initiative • My Business Account – integrate NSBR • Forms rationalize and reduce • Business leader consultation • Measurement – service standards • BizPaL – July 2007 and on-going • 3 orders of government • Organized by business sector • Can/NS Business Service Centre • Content syndication

11. BizPal: Linking Regulatory Reform with Service Delivery

12. How to Improve Business-friendliness Reduce barriers to doing business • Time (Red tape) • Money (Taxes and Red tape)

13. EI / CPP Privacy ROE Food labelling HST Collections SMALL BUSINESS Labour Code WCB OH&S Health inspections Environment Signage by-laws Business registration Permits & Licenses Land use by-laws Property tax An Overview of Regulation

14. SME solutions to reducing regulatory burden BizPal

15. Content Syndication Collaboration to Better Serve Business Clients November 2007

16. Presentation Overview What is content syndication? Business Case for syndication Our current partners Benefits for subscribers Benefits for clients

17. What is Content Syndication? • It’s the delivery of one organization’s website content through another’s using appropriate distribution methods and formats • It’s selecting relevant and current business content for delivery to your clients • It’s a cost-effective way to publish and maintain current information on your website

18. Business Case for Content Syndication • Make information accessible to all, easy to use and organized to meet clients’ service priorities • Organizes services and information around the needs and expectations of clients • Ensure high quality information that is accurate, consistent, and comprehensive • Improves customer service Content Syndication = Location, Location, Location

19. Our Pilot Partners • Service Nova Scotia and Municipal Relations • The Black Business Initiative • Halifax Regional Development Agency (merged with Greater Halifax Partnership)

21. Content Syndication Benefits for Subscribers • Accurate, up-to-date business related content to clients • Content of their choice • Client satisfaction enhanced • Website look, feel and layout remains the same • Increased Web traffic • Reduced information management costs • Reduced duplication

22. Content Syndication Benefits for Clients • Access business information from preferred point of entry, at any time • Information is readily available from several reliable sources • Consistency across departments/organizations minimizes confusion • Access comprehensive information from a single departments/organizations