Motor Vehicle Service Delivery Department of Public Safety and Partnership Department of Public Safety and Service New Brunswick

Motor Vehicle Program A modern motor vehicle program will enhance the safety and security of New Brunswick citizens while delivering a high quality of service. Safety and security - Public safety and security are paramount in the design and delivery of motor vehicle services. Partnership - The Department of Public Safety has primary responsibility for Motor Vehicle regulation and highway safety. Service New Brunswick has primary responsibility for service delivery. Both organizations are committed to functioning as partners, consulting and collaborating on all matters of mutual impact. High quality service - The Motor Vehicle Program is committed to being a leader in the delivery of high quality of service to the citizens of New Brunswick. Efficiency - The Motor Vehicle Program will be designed and delivered to maximize the value of GNB resources. Shared Service Infrastructure - The Motor Vehicle Program will respect Service New Brunswick’s mandate to provide shared services delivery infrastructure for government. Accountability - While the Department of Public Safety is accountable for the Motor Vehicle Act, both organizations are accountable for accuracy, integrity and excellence in the Motor Vehicle Program. Privacy and security of information - Both organizations are committed to the protection of personal information and minimizing security threats. The Department of Public Safety is responsible for establishing policies and guidelines regarding access to Motor Vehicle information.

Service New Brunswick Mandate for single window service delivery for government services Multi-jurisdictional Municipal Provincial Federal Deliver > 300 services Introduce where we came from and where we are going

Multi-Channel Delivery Over the Counter 24 hours, 7 days a week Highly secure Live Customer Support Available Web based Centres in 39 communities, some offering evening and weekend hours 75 hours per week, Monday to Saturday Smart-routing of calls to specially trained agents Call Centre

Best Practices Service Standards for each channel Customer service representative help desk – one contact with Program Experts Single point of contact for program changes Distributed fulfillment model / Load balancing Centralized inventory management Since the beginning when SNB offered services only over the counter, SNB has continued to improve service delivery within each channel and across channels. Here are some examples of managing within and across channels