new frontiers and best practices in citizen-centred service: integrated services
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Service Canada Services for You. New Frontiers and Best Practices in Citizen-Centred Service: Integrated Services Presentation by Roger Scott-Douglas RDIMS #67803 v. 1. Everything you need to know when you import an exotic animal to Canada. - PowerPoint PPT PresentationTRANSCRIPT
New Frontiers and Best Practices in Citizen-Centred Service: Integrated ServicesPresentation by Roger Scott-DouglasRDIMS #67803 v. 1
Service CanadaServices for You
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Everything you need to know when you import an exotic animal to Canada
• You need to deal with five (5) Federal departments: AAFC, CFIA, EC, Avian Veterinarian & IATA
• Fill out two (2) forms: CITES - needs the approbation of three departments AAFC, EC & Customs; and apply for Import/Export licence
• One Avian Veterinarian (limited list to one per province)
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Old Age Security with Income Supplement
• Meet with more than 10 government representatives, Municipal, Provincial and Federal
• Visit 12 Buildings
• Information required is very similar but must be given over and over again to 5 separate departments
• Three hour long in-depth visits with VAC counsellor,
VAC nurse & Provincial nurse
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Applying for Child Tax Benefit while on Social Assistance
• Application deals with at least one Provincial (Birth certificate) and two Federal departments (CCRA, HRDC)
• Applicant must also deal with one more provincial (Social Welfare) and One Federal departments (CCRA)
• The process can become circular as each of the processes is dependent on the declaration of the other.
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Canadians’ Service Expectations
Priorities for Integration
67% want a one-stop centre
67% do not care which department they deal with
67% want access to government services through one web site
16% of transactions involve more than one channel
20% of calls to 1 800 O Canada deal with provincial programs & vice versa
Sources: Citizens First, 2000; Ekos, 2000.
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Service delivery elements
Degree of Front end/Back end Integration
Degree of Channel Management Integration
Scale of Service Integration
Degree of centralisation in governance and accountability
Degree of client group and target market segmentation
Degree of specialisation in job descriptions for service providers
Degree of co-ordination in branding/communications
WHAT IS THE BEST MIX?
LESS MORE
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Sixteen (44) Degrees of Integration
Front-end vs. Back-end• Front-end integration implies a
single window behind which stand separate silos
• Back-end integration can have a single or multiple front windows, but services are delivered through an integrated program.
Clustered vs. Integrated• Clustered services imply the
establishment of separate programs delivered in accordance with type of service.
• Integrated services imply the overcoming of multi-layered governmental jurisdictional divides and the establishment of a single service delivery portal.
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The Service Canada Initiative….
Single-Windows FaceSingle-Windows Face
OrganizationOrganization
BrandBrand
Service Policy VisionService Policy Vision
Service and Channel Service and Channel IntegrationIntegration
Service Service CanadaCanada
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Service Canada: What Canadians Experience
Information & referral Information & referral to over 1000 federal to over 1000 federal programs & servicesprograms & services
Broader range of Broader range of information information (enhancements to (enhancements to database)database)
On-line forms & On-line forms & publication order publication order serviceservice
1 800 O-Canada
Redesigned Canada Redesigned Canada site with information site with information and services clustered and services clustered around the needs of around the needs of Canadians, Non-Canadians, Non-Canadians, and Canadians, and Businesses,Businesses,
On some departmental On some departmental sites, testing of new sites, testing of new Internet services (e.g., Internet services (e.g., on-line self help, voice-on-line self help, voice-to-voice on-line help & to-voice on-line help & clustering)clustering)
Canada.gc.ca
Trained service Trained service providersproviders
Information & Information & referral to over 1000 referral to over 1000 federal programs & federal programs & servicesservices
35 printed forms & 35 printed forms & brochures (most in brochures (most in demand) demand)
Assistance using Assistance using electronic & telephone electronic & telephone channelschannels
122 Access Centres
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Promoting citizen-centered government through service and channel integration
Clustered in-person services for youth & Clustered in-person services for youth & French speakersFrench speakers
Consumer Information Gateway and 5 Consumer Information Gateway and 5 other clustered electronic servicesother clustered electronic services
Canadians Gateway and clusters of Canadians Gateway and clusters of services supported by GOL services supported by GOL
Supported Integrated Services for Supported Integrated Services for Seniors and Veterans Seniors and Veterans
Modest progress to date
Internet 450 MajorWeb Sites
In person 7000 Points of Service
Telephone170Call Centres
….but significant work still required to “map”
and integrate GoC service infrastructure
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Integration challenge
Challenge:
• Scale and scope of initiative
• Technological concerns
• Risk of service disruption
Addressed by:• Focus on priorities and key
segments
• Phased-in project management to delivery results at every stage that can be independent of the final architecture of the system
• Knowledge-management investment early-on
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Balancing program accountability challenge
Challenge:
• Separation of policy and operations
• Limit of generalist’s capacity for multi-service delivery
• Inter-jurisdictional complexities
• Citizen trust
• Loss of brands
Addressed by:
• Performance accords (MOU)
• E-tools and middle-ware
• Stay within clearly defined bounds
• Build privacy safeguards at the front-end (plug and play concept)