New Frontiers and Best Practices in Citizen- Centred Service: Integrated Services Presentation by Roger Scott-Douglas RDIMS #67803 v. 1 Service Canada Services for You

2 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)

3 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

4 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.

5 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 O Canada deal with provincial programs & vice versa Sources: Citizens First, 2000; Ekos, 2000.

6 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? LESSMORE

7 Sixteen (4  4) 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.

8 The Service Canada Initiative…. Single-Windows Face Organization Brand Service Policy Vision Service Policy Vision Service and Channel Integration Service Canada

9 Service Canada: What Canadians Experience 4Information & referral to over 1000 federal programs & services 4Broader range of information (enhancements to database) 4On-line forms & publication order service O-Canada 4Redesigned Canada site with information and services clustered around the needs of Canadians, Non- Canadians, and Businesses, 4On some departmental sites, testing of new Internet services (e.g., on-line self help, voice- to-voice on-line help & clustering) Canada.gc.ca 4Trained service providers 4Information & referral to over 1000 federal programs & services 435 printed forms & brochures (most in demand) 4Assistance using electronic & telephone channels 122 Access Centres

10 Promoting citizen-centered government through service and channel integration  Clustered in-person services for youth & French speakers  Consumer Information Gateway and 5 other clustered electronic services  Canadians Gateway and clusters of services supported by GOL  Supported Integrated Services for Seniors and Veterans Modest progress to date Internet 450 Major Web Sites In person 7000 Points of Service Telephone 170 Call Centres ….but significant work still required to “map” and integrate GoC service infrastructure

11 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

12 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)