Single Window Service Structures

1. Single Window Service Structures Experiences in Nova Scotia and New Brunswick Gary Porter, Service Nova Scotia and Mary Ogilvie, Service New Brunswick

2. Outline • Nova Scotia - history, org structure, service points, staff, budget • New Brunswick - history, org structure, service points, staff, budget • Similarities • Differences • Lessons learned

7. Historical Perspective • Creation of Business and Consumer Services in 1996 “To develop innovative, convenient, quality customer services for the benefit of Nova Scotian’s” • Combined 9 organizations from seven different departments: • front line service outlets for government • 80% of government transactions • compliance and audit roles • individual and business customers • significant revenue generator • desire and capacity to serve rural communities and capacity • Amalgamation with Municipal Relations in 2000 to become Service Nova Scotia and Municipal Relations

8. What we started with: Programs 59 Programs in 11 key areas - Registry of Motor Vehicles - Consumer Services – debt counseling, tenancy - Information Services - Business Licensing - Registry of Joint Stock - Taxation & Revenue - Vital Statistics - Property Registration - Assessment Services - Geographic Info Services - Municipal Services

9. What we started with: Department Profile: Size • Budget: $105,000,000 • Revenues: • Direct: $407,000,000 • Indirect: $500,000,000 • Staff: ~1,000 • Locations: • 75% of staff in regional offices • 18 counties • 36 communities • 49 locations

10. Where we’re located:

11. Structure Deputy Minister Program Mgmt & Corporate Services Municipal Relations Legislation Policy & Standards Admin Support Programs Planning & Advisory Services Grants & Programs Alternative Program Delivery Registry Management Service Delivery Licenses / Permits / Registrations Scheduled Appointments Inquiry Management Registries Data Management Driver Records APD Evaluation Quality Assurance Business Liaison System New Business Delivery

13. Service Door Corporate Registry 2000 1997 Driver Examiners (DOT) Service Centres & Revenue Offices (Finance) Assessment (Municipal Affairs) Registries (Justice) Mapping (LRIS) 1990

14. Mission and Profile Mission • Making government services accessible • Stewards for authoritative land information • Profile • Crown Corporation – Managed - commercial basis • Minister responsible – Minister of Investments and Exports • Board of Directors (10) • Staff – 650 in 35 communities • 4 lines of business: • 1. Assessment • 2. Registries • 3. Service Delivery • 4. Land Information Infrastructure • Revenues: $47.9 million • Capital Expenditures: $10.2 million

15. SNB Organization Revenue 44M Employees 650

16. Service New Brunswick Centers

17. 35 Service Centres • Extended hours -- • SNB TeleServices • Call Centre 70+ hrs/wk • IVR • Call Mall • SNB Online • http://www.gov.nb.ca/snb • PLANET • PPR • CSS (vehicle registration, electronic forms) SERVICE HERE Three Channels 3 Service Doors

18. Similarities in Approach Multiple points of service

19. In person Over the phone On-Line Similarities in Approach….. Choice of channels

20. Similarities in Approach Business model and use of private sector similar

21. Differences in Approach - Organizational Type New Brunswick - Crown Corporation Nova Scotia - Department

22. Differences in Approach Service Units

23. Lessons Learned • You can make quicker, more profound change when registry or other service provision unit is moved to the service delivery agency

24. Lessons Learned • Technology is seldom the stumbling block to deliver of new services or delivery of services in a new way

25. Lessons Learned • Nice to be able to draw on the experiences of a sister province

26. QUESTIONS?