Regulatory Craft Conference November 21, 2007

Agenda Access Nova Scotia Context Integrated Service Delivery Successes and Opportunities CFIB - BizPaL Can/NS Business Service Syndication Questions

Service Nova Scotia and Municipal Relations Municipal Relations –UNSM relationship, grants, municipal support Assessment Services –Moving to a separate agency Program Management and Corporate Service –Includes financial services and human resources –Audit and enforcement, gas tax, tobacco, –Program management, consumer protection Access Nova Scotia

Four Divisions – Assistant Deputy Minister –Service Delivery: channels and people –Corporate Registries: legislative and program –Information Management Services –Strategy and Innovation 13,000 external client interactions per day 50 physical locations, call centre, web access 665 employees

Mission and Vision Mission –To protect citizens interests and safety (what) –To make it easier for citizens and businesses to interact with government (how) Vision –To become a recognized leader in service excellence –To become a model in the development and delivery of client-centric programs, services and information that protect public interests and safety.

Integrated Service Delivery 1.We provide the people, processes and infrastructure (technology and facilities) to link services with clients through a common service experience by the channel of choice. 2.The design and delivery of information and services are based on what makes most sense from the perspective of the citizens and businesses that require them. CLIENT CENTRIC WHOLE OF GOVERNMENT

Strategy & Innovation Business/Land & Citizen Programs Service Delivery Interdependence (Shared Accountability) Vision Implement Operate Design Assessment IMS Program Support

ANS Branch –Organizational Design Model Business & Land Programs —Registry of Joint Stock Cos. —NS Business Registry —Land Registry —Geographic Information Citizen Program —RMV —Vital Statistics —Other Program & Policy Development Service Delivery Key Features: Recognizes importance of two core processes: program and policy development and service delivery Recognizes importance of clients Strategy and growth focuses on ongoing improvements and innovation Requires focus on performance management (e.g. SLA(s)) Strategy & Innovation Information Management Services

Successes and Opportunities Other levels of government –Service Canada Co-location opportunities Service Canada College Defining the client experience Integrated transactions – life events –HRM BizPaL Co-location Parking ticket payment E-government Joint Venture (municipalities)

Successes and Opportunities Better Regulations Initiative –My Business Account – integrate NSBR –Forms rationalize and reduce –Business leader consultation –Measurement – service standards BizPaL – July 2007 and on-going –3 orders of government –Organized by business sector Can/NS Business Service Centre –Content syndication

BizPal: Linking Regulatory Reform with Service Delivery

How to Improve Business- friendliness Reduce barriers to doing business  Time (Red tape)  Money (Taxes and Red tape)

SMALL BUSINESS HST Collections WCB Business registration Property tax Signage by-laws Permits & Licenses Land use by-laws OH&S Environment Labour Code EI / CPPPrivacy ROE Food labelling Health inspections An Overview of Regulation

SME solutions to reducing regulatory burden BizPal

Content Syndication Collaboration to Better Serve Business Clients November 2007

Presentation Overview What is content syndication? Business Case for syndication Our current partners Benefits for subscribers Benefits for clients

What is Content Syndication?  It’s the delivery of one organization’s website content through another’s using appropriate distribution methods and formats  It’s selecting relevant and current business content for delivery to your clients  It’s a cost-effective way to publish and maintain current information on your website

 Make information accessible to all, easy to use and organized to meet clients’ service priorities  Organizes services and information around the needs and expectations of clients  Ensure high quality information that is accurate, consistent, and comprehensive  Improves customer service Business Case for Content Syndication Content Syndication = Location, Location, Location

Our Pilot Partners  Service Nova Scotia and Municipal Relations  The Black Business Initiative  Halifax Regional Development Agency (merged with Greater Halifax Partnership)

Content Syndication Benefits for Subscribers  Accurate, up-to-date business related content to clients  Content of their choice  Client satisfaction enhanced  Website look, feel and layout remains the same  Increased Web traffic  Reduced information management costs  Reduced duplication

Content Syndication Benefits for Clients  Access business information from preferred point of entry, at any time  Information is readily available from several reliable sources  Consistency across departments/organizations minimizes confusion  Access comprehensive information from a single departments/organizations