Canada - Ontario

Joint work on Services for Business -

Business Service Vision and Mapping

( PSSDC – PSCIOC Sponsored Project)

Status Update – February 2004Mary Tate, Ministry of Consumer & Business Services

Robert Smith, Industry Canada

Background - Lac Carling VII, 2003

Joint presentation by Ontario and Industry Canada in response to the following common priorities:

Need to improve client experience through tailored bundling of services and simplified, streamlined and integrated programs and services

Pressure to rationalize and harmonize to achieve cost savings, efficiencies and service transformation

Recognition that aligning and sharing our work, strategies and experiments will lead to improved service

More collaboration between levels of governments

IM standards and open architecture will increase level of collaboration

3

Industry CanadaService to Business Vision

Client Centred

Whole of Government

Seamless Access Reduce Complexity

Engage Businesses

•bundle

•integrate

•harmonize

•Tiered expertise

•Voice for business

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Industry Canada Vision Realization Principles

Service to Business Context

Client-centric Place needs and expectations of business at the centre of the vision

Strive for differentiated client offerings supported by common enabler capabilities

Priority is on offerings that provide for vertical and horizontal harmonization

Accountability Respective jurisdictions remain accountable for outcomes

Delivery agent/ enablers are accountable for performance at defined service levels

“Trade-offs” - balance business satisfaction, program effectiveness/ integrity and GoC efficiencies

Do not distil the expertise - access points with seamlessly tiered expertise

Transformation Implement “chewable chunks” – evergreen the vision and build on early

successes

Engage stakeholders and deliver value linked to government policy

Leverage existing assets and core investments

Promote take-up of echannel and self-service within a multi-channel approach

5

Industry Canada Service Strategy

Seamless integration with client

Common and shared services

Differentiated offerings

•Service strategies

•Channel management

•3rd party intermediaries adding value

•interoperable

•Integrated

•Shared

•Customized

•Bundled

•Triggered

Horizontal governance and AccountabilityHorizontal governance and Accountability

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Industry Canada Vision Realization

1. The “Storefront” changes the face of government

•E-channel the foundation •Integrated call centres & points of presence

Business Storefront

2. The “My…” allows business to manage their relationships

•Customization•CRM

My Account for Business(Authentication)

3. The “Single” reduces the effort and time business expends

•Common business number•Common business authentication

e-payroll](Single Business Number)

4. “Franchising” enriches the service delivery value chain

•3rd party privilege•3rd party value-added•Intermediaries in delivery chain

Business Storefront

3rd Party Privilege

5. “Nation Building” brings coherence across jurisdictions

•Bundled and streamlined service offerings

BizPal

Business Process Mapping (BTEP)

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Tomorrow’s seamless delivery of Ontario government services

ISD

A recognized brand

Greater inter-jurisdictional

collaboration

Growth of integrated services

Improved channel access

ServiceOntario Vision

Business Community Forum Service Improvement Identification / Validation

Service Improvement ImplementationChannel Management

Single Business IdentifierSingle Business Registry

Authentication / DelegationElectronic Service Backbone

Service delivery expertise / skill setsBusiness Services MappingProgram partnership frameworkChampionship / Sponsorship

GapsGapsActionsActions

Strategy Themes & Foundation Elements

ListenListen

InteractInteract

RecognizeRecognize

EmpowerEmpower

Capacity & ReadinessCapacity & Readiness

ServiceOntario Strategy- Services for Business

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Five Concurrent Phases Over Four Years 1. Business Information Bundles

2. Common Business Forms On Line

3. Service Wizard

4. Single Business Registry and Single Business Identifier

5. Integrated Business Services

ServiceOntario Implementation Plan – Services for Business

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ServiceOntario Implementation- Services for Business

Business Directory - Recognized Customer Profiles

Electronically Authenticated Transactions

Redevelop Ontario Business Information Legacy Application

Static Information Bundles

Dynamic Information

Electronic Content Management

Business Information Bundles

Business Forms On Line

Fillable Forms & mail

End-to-end Transactions

Form submit via e-mail

Service Wizard

BR & SBI

BR Functions & Processes

CRA Interface for SBI

Customer Managed Government Relationships

Integrated Business Services

Find and organize relevant information, forms and transactions

On line application to determine anonymous customer’s needs

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Both the GoC and the Province of Ontario have been working toward realizing our vision.

Move from strategic to implementation…

In doing so we identified commonality and the opportunity to work together on specific projects:

GoC On-line Business Permits and Licences - BizPaL Business Transformation Enablement Program (BTEP) “Service

Mapping”Ontario Service Wizard Business Information Bundling

Canada – Ontario Vision Alignment

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BizPaL – Service Wizard Multi-jurisdictional partnership that seeks to deliver customized, client-

centric web service to identify required permits and licences at 3 levels of government.

On line application to determine anonymous customer’s needs. Find and organize relevant information, forms and transactions Nation building – creation of collaboration framework with the vision of

transforming the G2B services

BTEP – Information Bundling The application of a methodology that standardizes the mapping of

services to clients Helps achieve client-centric bundles of services which can be used for

multi-channel service delivery. Includes: Static Information Bundles, Electronic Content Management, Dynamic

Information

Canada - Ontario Project Alignment

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Business Transformation Enablement Program (BTEP) - Starting a Restaurant in Halton Region Involved federal, provincial and municipal

representativesMapped all the government services that could be

required to start a restaurant in the Halton region using the BTEP methodology

Identified 2 catalytic opportunitiesEnhance COBSC collaborative role by expanding on the existing

collaborations in the area of municipal services, ex Halton Inter Jurisdictional Service Initiation by building a service to

enable service delivery collaboration across jurisdictions

Canada – Ontario Recent Accomplishments

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BizPal – On-line Business Permits and Licences Developed a Proof-of-Concept (POC) with four partners Yukon,

Whitehorse, Nova Scotia and Halifax shows how the required functionality can be achieved, what issues and

challenges need to be addressed in developing that functionality, and how partners can work together to build BizPal

Provided evidence that BizPaL will enable Service Transformation Business Case submitted to the Treasury Board Secretariat (TBS)

on behalf of partners Reconvened the multi-jurisdictional working group to gather information

required to refine the business case Worked closely with working group (including 10 provinces, 1 territory

and 6 municipalities) Recommended for funding by TBS

Commitment from 3 partners to develop “Identify” web service. Ontario, Manitoba and the Yukon, with at least one municipality each

Canada – Ontario Recent Accomplishments

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Moving to the next levelProposed BTEP next Steps Continue service mapping to include other Industry sectors

and jurisdictions via BTEP methodolgy Validate the 2 identified opportunities with users and

service providers via concept demos Map the work into current enabling initiatives (e.g . IM

strategy, eContact, BizPal, Biz Bundles, etc.) and show the synergy or gaps

Seek funding from TBS to resource above proposals Implement BizPaL with partners Develop and implement for spring 2005 the on-line web

service with participating partners Pursue Service Transformation opportunities

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Enabling Initiatives and Projects Mapping Exercise

Service Enablers

X X X X X

X X X

X X X X X

X X X X X

X

X X

X X X

X X X X X

Projects

Info

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Aut

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BTE

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trat

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BizPal

My Account

Business Bundles

Service Wizard

BTEP Catalytic Initiative

To determine gaps and opportunities for reuse and collaborations across jurisdictions

Crossing Boundaries

Bus Registry

eContacts

Sin

gle

Bus

ines

s

Iden

tifie

rS

ervi

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eliv

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part

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