improving service through single-window delivery ralph heintzman assistant secretary service and...
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Improving Service Through Improving Service Through Single-Window Delivery Single-Window Delivery
Ralph HeintzmanRalph HeintzmanAssistant SecretaryAssistant Secretary
Service and InnovationService and InnovationGovernment of CanadaGovernment of Canada
Outline of the PresentationOutline of the Presentation
Objective of the learning eventObjective of the learning event
Setting the context Setting the context
Approaches to single-window Approaches to single-window service deliveryservice delivery
Key issues for referenceKey issues for reference
The opportunities aheadThe opportunities ahead
Objectives of the Objectives of the Learning EventLearning Event
Focus on “whole of government” Focus on “whole of government” single-window service deliverysingle-window service delivery
Explore:Explore:– The different approaches to single-The different approaches to single-
window service deliverywindow service delivery
– Common issues and challenges Common issues and challenges
– Good practicesGood practices
Single Window Service: Single Window Service: A World-Wide PhenomenonA World-Wide Phenomenon
Service CanadaServices for You
Citizen NeedsCitizen Needs&&
ExpectationsExpectations
Citizen NeedsCitizen Needs&&
ExpectationsExpectations
Business Needs Business Needs & Expectations& Expectations
Business Needs Business Needs & Expectations& Expectations
Catalysts for ChangeCatalysts for Change
ResourceResourceConstraintsConstraints
ResourceResourceConstraintsConstraints
IntergovernmentalIntergovernmentalCo-operationCo-operation
IntergovernmentalIntergovernmentalCo-operationCo-operation
Modern Modern government is government is
one-stop governmentone-stop government
Modern Modern government is government is
one-stop governmentone-stop government
TechnologyTechnologyTechnologyTechnology
Private SectorPrivate SectorInnovationInnovation
Private SectorPrivate SectorInnovationInnovation
Global Global CompetitivenessCompetitiveness
Global Global CompetitivenessCompetitiveness
Why is Single-Window Why is Single-Window Service Important?Service Important?
Citizens and business want itCitizens and business want it
Service experience influences Service experience influences their view of governmenttheir view of government
Government must be citizen-Government must be citizen-centred - designed from an centred - designed from an outside-in perspective, not outside-in perspective, not inside-out inside-out
Simple Concept….Simple Concept….Complex BusinessComplex Business
Single-window service has simplicity as its aim - Single-window service has simplicity as its aim - but is a complex business in realitybut is a complex business in reality
There are a wide range of approachesThere are a wide range of approaches
Key focal points for comparison - Key focal points for comparison - Organizational Approaches (virtual/collaborative, Organizational Approaches (virtual/collaborative,
utility, departmental)utility, departmental)
Channel Management StrategiesChannel Management Strategies
Strategic DirectionsStrategic Directions
Government of CanadaGovernment of Canada
One-stop strategies for One-stop strategies for business and citizensbusiness and citizens
Collaborative / Virtual Collaborative / Virtual organizational approachorganizational approach
Multi-channel integrationMulti-channel integration
On-line target - 2004On-line target - 2004
Service CanadaServices for You
Canada - Canada - Provincial GovernmentsProvincial Governments
Most have single-window approachesMost have single-window approaches
One-stop strategies for business and citizensOne-stop strategies for business and citizens
Range of organizational models: Range of organizational models:
Utility: Utility: Service New Service New Brunswick; Brunswick; BC BC AgentsAgents
Departmental: Departmental: Ontario Ministry of Ontario Ministry of Consumer and Consumer and Business Services; Business Services;
Service Nova Scotia Service Nova Scotia and and Municipal RelationsMunicipal Relations
United States -United States -Federal GovernmentFederal Government
Promotion of single-window and Promotion of single-window and integrated service across federal integrated service across federal public service public service
E-channel / telephone approach E-channel / telephone approach to one-stop accessto one-stop access
In-person delivery at local levelIn-person delivery at local level
GOL Target - 2003GOL Target - 2003
United States -United States -State GovernmentsState Governments
Many have one-stop service for Many have one-stop service for citizens and business citizens and business
Major emphasis on e-channel - Major emphasis on e-channel - but many state governments have but many state governments have e-channel / telephone channel e-channel / telephone channel linkageslinkages
In-person strategies commonly In-person strategies commonly driven at the community or driven at the community or department leveldepartment level
AustraliaAustraliaFederal GovernmentFederal Government
One-stop strategies for business and One-stop strategies for business and citizenscitizens
Government Information Centre Government Information Centre provides Internet and Call Centre access provides Internet and Call Centre access portals - virtual/collaborative modelportals - virtual/collaborative model
Centrelink - departmental / utility model - Centrelink - departmental / utility model - provides multi-channel delivery network provides multi-channel delivery network
GOL Target - 2001GOL Target - 2001
AustraliaAustraliaState GovernmentsState Governments
Many state governments have Many state governments have single-window service single-window service
A multi-channel approach is A multi-channel approach is commoncommon
Linkages between Federal and State Linkages between Federal and State government single windowsgovernment single windows
A use of various organizatonal A use of various organizatonal approaches - virtual / collaborative approaches - virtual / collaborative approach commonapproach common
United KingdomUnited Kingdom
Commitment made to “join up” Commitment made to “join up” governmentgovernment
Central agency leadership for Central agency leadership for service improvementservice improvement
E-channel a key priorityE-channel a key priority
Leadership at local level for one-Leadership at local level for one-stop accessstop access
GOL Target: 2005GOL Target: 2005
Other GovernmentsOther Governments
SingaporeSingapore
Infocomm 21Infocomm 21
Ecitizen portal Ecitizen portal
Government Forms Service and ShopfrontGovernment Forms Service and Shopfront
NetherlandsNetherlands
Public Counter 2000 (OL 2000)Public Counter 2000 (OL 2000)
Other jurisdictions exploring the single window concept include: Other jurisdictions exploring the single window concept include: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Spain Austria, Belgium, Denmark, Finland, France, Germany, Italy, Spain and Swedenand Sweden
Organizational Approaches andOrganizational Approaches andChannel StrategiesChannel Strategies
Single Channel
Virtual
Multi-Channel
Utility Departmental
Gov’t of Canada
NewBrunswick
Ontario
Nova Scotia
BCAgents
Alberta
AccessPEI
Key IssuesKey Issues Responding to Citizens’ Needs and ExpectationsResponding to Citizens’ Needs and Expectations
Channel Management and IntegrationChannel Management and Integration
Service ClusteringService Clustering
MandateMandate
– Mandatory versus optionalMandatory versus optional
– Government On-lineGovernment On-line
Investment or rationalization approachInvestment or rationalization approach
Role: information / communications or service deliveryRole: information / communications or service delivery
Political Support / ChampionshipPolitical Support / Championship
Partnership ManagementPartnership Management
Governance / AccountabilityGovernance / Accountability
““Turf Protection”Turf Protection”
Cost Recovery / ResourcingCost Recovery / Resourcing
Program Design / Delivery DivideProgram Design / Delivery Divide
Intergovernmental PartnershipsIntergovernmental Partnerships
Public / Private PartnershipsPublic / Private Partnerships
Visibility / Recognition Visibility / Recognition
Operational Issues - HR, TechnologyOperational Issues - HR, Technology
Key Issues (Cont’d)Key Issues (Cont’d)
The Opportunity is Ours….The Opportunity is Ours….
Technology is making possible:Technology is making possible:
service integration to create value-added servicesservice integration to create value-added services
improved convenience for citizensimproved convenience for citizens
extended reach of Governmentextended reach of Government
Innovation and collaboration is flourishing Innovation and collaboration is flourishing across the public sectoracross the public sector
More progress can be made by sharing best More progress can be made by sharing best practices and lessons learned practices and lessons learned
Improving Service Through Improving Service Through Single-Window Delivery Single-Window Delivery
Ralph HeintzmanRalph HeintzmanAssistant SecretaryAssistant Secretary
Service and InnovationService and InnovationGovernment of CanadaGovernment of Canada