a view of electronic service delivery to businesses in ontario debbie farr, director - ontario...
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A View of Electronic Service A View of Electronic Service Delivery to Businesses in Delivery to Businesses in
Ontario Ontario
Debbie Farr,Debbie Farr,Director - Ontario Business Connects Director - Ontario Business Connects
Ministry of Consumer & Business Services - Ministry of Consumer & Business Services -
Integrated Service Delivery DivisionIntegrated Service Delivery Division
A View of Electronic Service A View of Electronic Service Delivery to Businesses in Delivery to Businesses in
Ontario Ontario
Debbie Farr,Debbie Farr,Director - Ontario Business Connects Director - Ontario Business Connects
Ministry of Consumer & Business Services - Ministry of Consumer & Business Services -
Integrated Service Delivery DivisionIntegrated Service Delivery Division
IPACMarch 8, 2002
IPAC, March 8, 2002 Slide 2
A Service Delivery VisionA Service Delivery Vision
Ontarians want convenient, accessible, seamless information and Ontarians want convenient, accessible, seamless information and services from government...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
IPAC, March 8, 2002 Slide 3
Improving Government Service Improving Government Service DeliveryDelivery
Low Low (1-3)(1-3)
“What priority should the government place on each of the following
areas in order to improve its service to the public.”
MediumMedium(4)(4)
HighHigh (5-7) (5-7)
Simplify forms & reduce red tape
Make gov’t services easier to find and access
Provide one-stop service
Improve telephone service
Extend hours of service
Provide service through new technology such as
the Internet
Place more gov’t services in shopping centres
5 711
182024
32
111418
262823
29
827768
544949
37
Priority
IPAC, March 8, 2002 Slide 4
Preferred Method of Contact to Preferred Method of Contact to GovernmentGovernment
Telephone
Walk-In
Internet
52%
27%
21%
IPAC, March 8, 2002 Slide 5
Integrated Service DeliveryIntegrated Service Delivery
Integrated Service DeliveryIntegrated Service Delivery
OTC Project
Information and ServicesAccess & Inquiry
Publications OntarioGIC’s
ESD - BusinessOntario Business Connects
ESD - Individuals
››
››››
IPAC, March 8, 2002 Slide 6
19952010
Integrated Service Delivery ImplementationIntegrated Service Delivery ImplementationOPS
Driven CustomerDriven
OBC
IntegratedCall
Centres
IntegratedCounters
End-to-end Integrated
Service Delivery
SOKIOSKS
GICsPOAccess & Inquiry
Integrated ESD
Volumes&Products
2003 - ESD target
IPAC, March 8, 2002 Slide 7
Government Vision - Electronic Government Vision - Electronic Service DeliveryService Delivery
Contribute to secure, streamlined and simplified client relationships with all levels of government in Ontario
Create choices for reaching government, and for recording the outcomes
Make fast and focussed access readily available and, wherever possible, anticipate the information and transaction needs of individuals or business
Promote Ontario as a preferred jurisdiction for business
IPAC, March 8, 2002 Slide 8
Our Service Delivery EnvironmentOur Service Delivery Environment
Individuals Ontario is the largest province, with over 11 million
citizens in Ontario that conduct millions of transactions (eg. MTO / MNR transactions for integrated registration expected to be over 10 million annually)
Business Ontario has 150+ provincial programs, potentially
affecting over 500,000 businesses over 125,000 new businesses are registered in Ontario
each year; 70% using Ontario Business Connects channels, including 12 - 15% Internet applications
IPAC, March 8, 2002 Slide 9
ESDb : B2G Business ProcessesESDb : B2G Business Processes
The processes in the business-to-government life-cycle to be
streamlined and simplified include:
Registration processes
Initial registrations, permit issuing, renewals,
updates such as address changes and
cancellations
Reporting processes
Remittance processes
The provision of information related to the above
IPAC, March 8, 2002 Slide 10
Current Access ChannelsCurrent Access Channels
IPAC, March 8, 2002 Slide 11
Current Access ChannelsCurrent Access Channels
Registration: Self Help Workstations(SHW) - 145 stations
Approximately 70% of 125,000 new registrations annually
Public and private sector partners OBC Website - Internet
Provincial suite of services Represents 12-15% of all OBC registrations Forms can be downloaded from the Internet and
mailed Business Registration Online(BRO) - Internet
Combined registration for Federal/Provincial suite of services
New channel available since August 2000
IPAC, March 8, 2002 Slide 12
Current Access ChannelsCurrent Access Channels
Information Based:
Canada-Ontario Business Services Centre information referral service (call and internet centre) www.cobsc.org
MyBIS information subscription service www.gov.on.ca/cbs.gov.on.ca/obc
Site Partners also provide information to clients
IPAC, March 8, 2002 Slide 13
IPAC, March 8, 2002 Slide 14
Current Access ChannelsCurrent Access Channels
Update Capability:
Integrated Business Change www.cbs.gov.on.ca/obc/english/4TG2AW.htm Single window access for Ontario businesses Streamlines the requirement to fill out many forms Capable of automatic distribution to program areas
Currently working with Ministry of Finance to integrate their requirements
IPAC, March 8, 2002 Slide 15
IPAC, March 8, 2002 Slide 16
OBC Private Sector OBC Private Sector Partners/ChannelsPartners/Channels
Channels operated by licensed private sector partners
Developing their own retail network
Bundling their own value add services with core
registration
Developing custom software to reach out to their
constituencies (eg. professional organizations such as
lawyers, accountants)
IPAC, March 8, 2002 Slide 17
Lessons LearnedLessons Learned
Relationship Management:Relationship Management:
Partnerships are more like living organisms than fixed structures, they are constantly mutating and recombining
Partnerships work through influence and contribution, rather than by control
IPAC, March 8, 2002 Slide 18
Lessons LearnedLessons Learned
GovernanceGovernance
Because ESD tends to be partnership oriented, relationships are more complex than can be managed by traditional hierarchies. New governance and accountability mechanisms will be needed (eg. Commonwealth)
Partnership deliverables are more complex to manage and their implementation requires considerable co-ordination. Need Project Management Office / appropriate support, including project charters, ongoing SLAs
IPAC, March 8, 2002 Slide 19
Lessons LearnedLessons Learned
Communication: Communication:
Regular communication before, during and after implementation is critical, and needs to be institutionalized
Communication is a matrix of internal and external stakeholders, partners and clients; each needs targeted information, but it must be integrated
Communication cannot be controlled by one organization and must go hand-in-hand with
roles and responsibilities
IPAC, March 8, 2002 Slide 20
Where is Government ESD Now?Where is Government ESD Now? Government ESD includes a range of services, starting with
the provision of general information to anonymous users and will expand to include the management of complex, entity specific, relationships
Government provides general information on web sites, through anonymous registration transactions that add information to government databases, to the review of entity specific information, reporting against registered entities, renewal of entity status, and finally to updating program database entries for specific individuals or entities
We are now at a point where authentication of individuals and entities, their roles and relationships, is critical to further progress with the ESD agenda
IPAC, March 8, 2002 Slide 21
Why do we need authentication?Why do we need authentication? It is imperative to information sharing and transaction management
where: Information is client specific, and potentially personal / private or
commercially sensitive Transactions change basic reference information on program files
and/or establish privileges, eligibility or entitlements
Enables effective information sharing and transaction processing by ensuring:
privacy
security
client-centric, streamlined access (particularly for electronic channels)
to multiple program areas.
IPAC, March 8, 2002 Slide 22
Public Sector Considerations for Public Sector Considerations for Client - Centric AuthenticationClient - Centric Authentication
Government has an obligation to protect the privacy of its citizens and the commercial sensitivity of its businesses
Mapping of the client identity and their program relationships needs to be separated from program specific information and appropriately protected (disaggregation)
Given the many-to-many relationships between clients and government program areas, the “keys” that connect these relationships, and potentially the navigation itself, should be given to the client
For example: The decision about where keys that connect client identities to program relationships are held should be up to the client as much as possible
It should be for the client to decide whether the keys are held in their browser, or on one of their smart cards
IPAC, March 8, 2002 Slide 23
What about Privacy?What about Privacy? Privacy will be achieved through:
using devices that allow the aggregation of information held
in several different directories at the time of client request
(directory services - no central repository of information)
placing the control of the navigation in the hands of the client
(Master Business Licence, Smart Card)
seeking client instruction for rights and entitlements for
program access at the time of registration, and then
managing future instructions through appropriate processes
IPAC, March 8, 2002 Slide 24
Authentication - Next StepsAuthentication - Next Steps
B2G relationships have an extensive entity relationship chain, and are therefore a good place to test the compatibility of government ESD and authentication agendas
The business entity chain is from the incorporated or unincorporated
business (NGOs are similar), through its officers and, by role, through its agents who undertake transactions with government programs
This will allow us to validate identities, roles, and program access entitlements; it also can cope with such validations at any point in the ESD chain
It can inform government approaches to the evolution of authentication (through to PKI) using incremental approaches that can then be applied to the larger individual community.
IPAC, March 8, 2002 Slide 25
For More Information For More Information
Debbie FarrDirector - Ontario Business ConnectsMinistry of Consumer & Business [email protected]. (416) 326-5459
OBC Internet Site: http://www.cbs.gov.on.ca/obc