a citizen-centred service initiative new frontiers & best practices ipac/iccs november 14, 2001
TRANSCRIPT
A Citizen-Centred Service Initiative
New Frontiers & Best Practices IPAC/ICCS November 14, 2001
Presentation Outline
• Changing the focus of public service• Integrated service delivery in Ontario• Inspirations: international and local• Design principles for Ontario’s life events• Focus on research & partnerships• Life event bundles as a catalyst for change• Forecast for the life events approach
Changing the Focus of Public Service
• Vision for the Ontario Public Service: Becoming a smaller, flexible, integrated, accountable and customer-centred public service organization– organizing services to meet customer needs– maintaining customer focus through research– doing business differently: partnerships in the
public & private sector
A Service Delivery Vision
Ontarians want convenient, accessible, seamless information Ontarians want convenient, accessible, seamless information and services from government...and services from government...
With a choice of easy-to-use channels
… Internet
Secure, reliable access with privacy ensured
… and counters
… telephone
Ministry
Federal Dept
Municipality
Regional
Integrated Service Delivery: A New Service Delivery Mandate
• To provide individuals and businesses with greater choice in how, when and where they access government services and products.
• To develop and manage an adaptive, cost-effective, customer-centred service delivery system to provide customers seamless access to government information, services and products, and to serve transaction-processing needs of ministries.
Partnership in Action:Ontario Business Connects
• Single point of contact for business registration in Ontario: four programs: BNA, RST, EHT, WSIB and a Master Business Licence
• Partnership with CCRA, Service Nova Scotia & Municipal Relations for business registration on line (BRO)
• Value-add relationships with third party service providers
• Canada-Ontario Business Service Centre (COBSC): call centre & 60 regional access sites
Partnership in Action: ESDI 2003
• ESDI 2003: a foundation for electronic delivery of high volume routine services to individuals
• Five year non-exclusive contract with a private sector consortium led by Bell Canada, with CGI, KPMG & Emergis
• Part A: Design, build and maintain an IT interface connecting legacy systems to new electronic channels. Government will own the interface and all data.
• Part B: Develop and operate the new channels: internet, telephone and public access terminals to deliver initial suite of 24 transactions.
• Entire system will be scalable for new products, additional ministries and other partners, and volume growth.
ESDI 2003: Service Delivery Channels
7 x 24 IVR and voice mail, live customer service in normal business hours
7 x 24 Internet with intuitive navigation, search capability & linkages to other GO sites
Over 300 public access internet terminals
Inspirations for Ontario’s Life Events
• International pathfinders: Singapore, UK, Hong Kong, Australia
• Local pathfinders: Citizen’s Inquiry Bureau, Access Ontario and Government Information Centres (GIC’s)– developed paper based information bundles to
respond to frequently asked questions– CIB & Access Ontario: 8000 calls/month– 57 GIC’s across Ontario
Design Principles (Continued)Content Validation & Maintenance
• Identify key stakeholders for advice on overall design and content
• Contact the business owners of every linked site to obtain approval and confirm content
• Review content regularly so it stays up to date• Use system tools to watch for broken links• Return completed package to telephone and
counter channels
Immediate Focus: Setting Priorities for Additional Life Event Bundles
• Applying assessment criteria to prioritize existing ideas– e.g. customer impact, availability of on-line
content, cross-jurisdictional links• Using research to identify new ideas
– customer feedback, national & international research, stakeholder input
Immediate Focus: Finding Partners to Lead Content Development
Role of a sponsor:
provide advice on the focus for life events related to their program/industry
provide advice on content including links to other Internet sites
gather and report feedback from stakeholders
assist in maintaining the currency & accuracy of the bundle
Life Events: Catalyst for Change
Life event bundles can:
identify related forms for consolidation and develop the case for next-generation forms
identify clusters of related services for end-to-end integration
establish partner relationships to move the integrated service delivery agenda forward
help to drive the outside-in transformation of service delivery
Forecast for the Life Events Approach
• Government portal strategies may include customization and personalization
• There is an ongoing requirement for integrated information as well as transactional services
• Information and services will be clustered by topic and community of interest as well as life events, with “no wrong door” search capability
• The customer-centric approach to organizing information and services will become a standard for government
Life Event Bundles: Partial List of Contributors
• Management Board Secretariat: IT development, hosting & maintenance
• MCBS Information & Services Branch: customer research and content development
• Ontario Seniors’ Secretariat, Ministry of Citizenship (Getting Ready to Retire)
Contact Information
Lisa Booth, Senior Business Consultant
(Project Lead) [email protected]
Ben Wagner, Business Analyst
David Howden, Director, ESD Implementation (Individuals) [email protected]