Canada Business Service Centres “The Challenges of Single Window “The Challenges of Single Window Service Delivery - Meeting Business Needs” Panel Discussion Public Sector Service Delivery Council May 14, 2001

2 Outline  Background to network of CBSCs  Channel management and integration  Relationship with policy and program departments  Governance, accountability in a partnership setting

3 Canada Business Service Centres Mandate...  the primary source of information on services to business, free of charge across the country  provide information and refer to other partners regarding programs, services and regulations  focus on start-up entrepreneurs, established small and medium-sized businesses and new exporters  delivered in partnership with provinces and territories and others involved in economic and business development.

4 Phone Walk-in Info-FAX Web 5 Modes of Access... Conventional Internet-based

5 Plus a growing network of 340 local access sites Plus a growing network of 340 local access sites Federal Governance Side of the CBSC Network IC ACOA CED WD Iqaluit Yellowknife Vancouver Edmonton Whitehorse Saskatoon Winnipeg Toronto Charlottetown Halifax Montreal St. John’s Fredericton

6 Provincial/Territorial Partnerships... Formal Agreements with Governments of: Alberta Ontario British ColumbiaManitoba SaskatchewanNunavut Northwest TerritoriesNewfoundland Contractual Agreements with: Yukon/Yukon Chamber of Commerce Quebec/Montreal Board of Trade Administrative Cost-Sharing Arrangements and Co-locations in: New BrunswickNova Scotia Prince Edward Island

7 Channel Management and Integration Efficient Information Management….is the key  Shared IM Standards: use common information for all modes of access  Data organization: consistent key words, tagging  Currency: single update process; common application overnight updates across the country  Clear roles and responsibilities for information management Recommendation: “ Develop strong government-wide IM policies - not optional guidelines.”

8 New Forms of Channel Integration  An enhanced service option.  Integrates the internet and the telephone channel – synchronizes Internet searches between CBSC and client  Brings CBSC expertise to: – Service Canada and CBSC regional partner location, CAP site – any home or office with a separate phone line (cell, cable Internet, 2 lines)

9 Relationship with Policy and Program Departments Clear mandate, budget and feedback to partners …….are keys  Mandate - to legislate or not? Collegial relationships - do they work or hinder progress?  Consistent government support (SFT, Budgets, Public Announcements) – allocated budget specific for purpose  Constantly demonstrate benefit through feedback mechanisms: newsletters, annual report, department- specific reports

10 Relationship with Policy and Program Departments Clear mandate, budget and feedback to partners …….are keys  CBSC challenges: – how to relate to new service delivery “players”? – partner fatigue - too many demands, initiatives – partner co-operation and participation is optional  Recommendation: “Be strategic, concentrate efforts on reinforcing partner relationships. Design systematic feedback methods.”

11 “The first equation is the CBSC concept. The second one is the Partnership concept.” Governance, Accountability in a Partnership Setting

12 Partnership Governance - A Practical Example CBSC Manager Provincial$Federal$ 36 Federal Departments/Agencies Federal Managing Partner Federal Staff Provincial Director Provincial Departments BusinessAdvisoryCouncil Provincially funded facilitiesFederallyfundedfacilities Management FEDERAL Board PROVINCIAL Common Database Common Database Provincial Staff “The Bubble Gum and Good-Will Model”

13 Governance, Accountability in a Partnership Setting “There is no limit to what a man can do or where a man can go, if he doesn’t mind who gets the credit.” - Benjamin Jowett 19th century educator “No one gets into a partnership to disappear.” - One very astute CBSC Manager “The bubble gum and goodwill model” Recommendation: “Single Windows provide excellent client service, but need the appropriate (non-sectoral) tools to be most effective. ”

Canada Business Service Centres Presenter: Robert Smith Executive Director National Secretariat Canada Business Service Centres Industry Canada 235 Queen Street Ottawa, ON K1A 0H5