treasury board of canada secretariat secretariat du conseil du trésor du canada service canada...

Treasury Board of CanadaSecretariat

Secretariat du Conseil du Trésordu Canada

Service CanadaServices for You

Managing a “virtual” Managing a “virtual” single window organizationsingle window organization

Roger Scott-DouglasDirector, Service Canada Implementation TeamMay 14, 2001



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Presentation OverviewPresentation Overview

Overview of Service Canada

Elements of a virtual organization

Assessment to date -- options for the future



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Results for CanadiansResults for Canadians …. ….

Quality and Satisfaction

Quality and Satisfaction ImprovementService

In-Person Telephone Internet

EnablesIntegration

EnablesIntegration Government On-LineGovernment On-Line

Accessibilityto Canadians

Accessibilityto Canadians Service CanadaService CanadaService CanadaService Canada

……an integrated citizen-centred service agendaan integrated citizen-centred service agenda



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Service Canada... Service Canada...

Government O

n-Line

Access Access CentresCentres

1 8001 800O-CanadaO-Canada

Canada.Canada.gc.cagc.ca

A New Service Face - integrated access across in-person, telephone and Internet channels

A New Service Approach - delivery of services in ways that make sense to citizens

A New Service Mechanism - providing government with a means to manage its service presence and profile

Service Canada

……developing a new vision of service deliverydeveloping a new vision of service delivery



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Service Canada: What Canadians ExperienceService Canada: What Canadians Experience

Information & referral to Information & referral to 1000 federal programs & 1000 federal programs & servicesservices

Broader range of Broader range of information information (enhancements to (enhancements to database)database)

On-line forms & On-line forms & publication order servicepublication order service

1 800 O-Canada

Redesigned Canada site Redesigned Canada site with information and with information and services clustered around services clustered around the needs of Canadians, the needs of Canadians, Non-Canadians, and Non-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-to-on-line self help, voice-to-voice on-line help & voice on-line help & clustering)clustering)

Canada.gc.ca

Trained service providersTrained service providers

Information & referral to Information & referral to 1000 federal programs & 1000 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

……our face and approachour face and approach



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Organizational Goals for Service Canada….Organizational Goals for Service Canada….

Use the government’s existing service infrastructure networks, as well as GOL, to maximum effect

Maintain the right balance between serving Canadians and reducing delivery costs

Bring together all major one stop service initiatives to improve coherence and avoid duplication

Provide a cost-effective common service provider for departments to use Provide government with a means of managing service presence and profile

in rural and remote communities

……our mechanismour mechanism




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A Virtual Organization with over 100 PartnersA Virtual Organization with over 100 Partners

..

Projects

Voice-to-Voice

Auto Responder

Consumer Gateway

Electronic Post Office

MillenniumEco Comm.

ServicePreferences

Seniors and Veterans

PWGSC (Internet)Canada.gc.ca

CIOBGOL

PWGSC (Telephone)1 800 O- Canada

Full ServiceFederal Sites (48)

SpecializedSites (3)

CommunityNetworks (67)

HRDC (27)

CanadianHeritage (7)

CanadaPost (14)

Youth(HRDC 1)

Francophone (CH 2)

BC (PWGSC 5)

NB (IC 22)

NS (HRDC 11)

ON (IC 14)

Access Centres (122)

NWT(EC 4)

QC (CED 9)

YK (PWGSC 2)

Service Canada (SC) Coordinating Committee

SC Implementation Team

Advisory Committee on Service and Innovation (S&I)

Self-ServiceFederal Sites (3)

CCRA(2 )

HRDC(1)

3rd Party(3)

Regional InformationServices (3)

Note: AAFC involved

In-Person Working Group

Telephony Working Group

Service Dev’t Working Group

PortalWorking Group

Community Network Working Group

SC CommunicationsSub-Committee

SC Network DevelopmentSub-Committee

TelephonySub-Committee

Points of ServiceSub-Committee

S&I Regional Executives

Atl. ON QC BC

Federal Regional Councils



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The Pivotal Point: The Pivotal Point: Involvement Versus Full CommitmentInvolvement Versus Full Commitment

Key Findings - Partnerships(CAC)

Strengths Improved client service Joint marketing Improved sustainability of existing

infrastructure Improved departmental products & services Linkages between internal departmental units

strengthened Potential savings through economies of scale

Weaknesses Slow process Unwieldy governance Heavy time commitment Unclear accountability

Key Conclusion

Strong support for one stop access within the service departments; but

Virtual partnership not sustainable over the long term if significant growth is desired



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Moving Forward with Service CanadaMoving Forward with Service Canada

Smooth operations on a larger scale will require the integration of policy, operational and communications activities

More rigorous governance mechanisms and fewer delivery partners needed to improve management of network over the longer term

A policy framework for one-stop access is needed to improve co-ordination and channel management and integration

Building on the potential of GOL



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In-Person Channel - What it Might Look LikeIn-Person Channel - What it Might Look Like

Utilizing existing networks most Canadians will be able to reach an Access

Centre easily

Hub and spoke structure with manageable number of partners

Possible links to provincial one-stop access in longer

term

Strong coordination at regional level (tailored to meet local circumstances)



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Telephony Channel - What it Might Look LikeTelephony Channel - What it Might Look Like

General EnquiriesCentres

Citizen Service Centres (on pilot basis)

Investment in “smart” technologies, making judicious use of IVRs

Common platforms and

protocols



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Electronic Channel - What it Might Look LikeElectronic Channel - What it Might Look Like

Canada Site

All key programs and services online by 2004

Secure channel and trusted environment

Electronic infrastructure underpins and integrates

all channels

Redesigned portal with clustered services

CanadiansBusinesses Non-Canadians



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Necessary Conditions for GovernanceNecessary Conditions for Governance

Achieving clarity of accountability and ease of decision-making Maintaining shared ownership and participation in Service Canada Practicality of implementation (e.g. gaining acceptance, cost-effectiveness, etc.) Management efficacy (e.g. operational coherence) Positioning for the future

Being able to support the capability for channel/service integration Supporting the management of the whole-of-government transition engendered by GOL

++ ++ ==

Single windowSingle windowSingle windowSingle window

ChannelChannelChannelChannel



In-Person In-Person

Access Access CentresCentres

ElectronicElectronic

CanadaCanadaSiteSite

TelephoneTelephone


TelephoneTelephone




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Possible Options for an Organizational StructurePossible Options for an Organizational Structure

1. Virtual EntityVoluntary participation -- self interest as driverNeither front or back end integrationLow risk

2. Service UtilityPartner departments work to single business plan --

self-interest as common interestFront end integration, not back endMedium risk

3. Department or Agency Delegation of authority to a new service organization to

deliver certain services -- common interest as self interest

Front and back end integrationHigh risk

ServiceService

CanadaCanada



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