Canada Business Service Centres Taking Care of Business Study: Introduction Robert Smith Executive Director

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 2 Taking Care of Business (TCOB) +The TCOB study provides public sector organisations with knowledge and insight into the needs and experiences of the business community, which are distinct from the needs of citizens +The study’s objectives include:  Service Access: which channels are used and why?  Service Quality: what are the levels of service quality across levels of government and services/  Drivers of Satisfaction: what determines the satisfaction of the client?  Service Preferences: what is the preferred channel and timeliness expectations?  Client Relationship Management: what does customisation mean in the context of service to business, and how important is it to business?

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 3 Mandate +Improve the start-up, survival and growth rates of SMEs +Reduce the complexity of dealing with various levels of government +Enable clients to make well-informed business decisions +Encourage business success through sound business planning, market research and use of strategic information... to serve as the primary source of timely and accurate business related information and referrals on federal programs, services and regulations, without charge in all regions of the country.

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 4 Mandate and Services Iqaluit Yellowknife Vancouver Edmonton Whitehorse Saskatoon Winnipeg Toronto Charlottetown Halifax Montreal St. John’s Fredericton Locations +13 Canada Business Service Centre Hubs +Network of 356 regional access partner sites WD IC CED ACOA

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 5 Implementation Strategy +Choice and channel management  Encourage self-serve and Web-based information +Common Information Management (IM) and Information Technology (IT) across the network  Economies of scale, efficient  Quality control of content +Partnerships and Collaboration  Integrate information across organizations and levels of government  Share costs

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 6 Services All Access Channels Phone Walk-in Mail & Fax Officer-assisted Online Self-serve New! Simultaneous phone and web connection: a CBSC officer will help clients navigate the web!

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 7 BIS Common IM – Business Information System +The most reliable, comprehensive business program and service data base in government +1,200+ (in each language) - programs, services and regulations +Equivalent provincial information added at the CBSC across the country +Published on the web; used by business information agents to assist (telephone, etc) +20,000 local contacts listed +170,000 imbedded links to partner and related sites +Replicated every night across the country for all uses

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 8 Information Through Partnerships +41 federal departments and agencies 10 provinces and 3 territories

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 9 Trends in Use of CBSC Channels K 514K 418K 366K 329K N.B: The Info-FAX channel was discontinued in December 2002.

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 10 Most Frequently Asked Questions Most Frequently Asked Questions I am having trouble financing my business. Are sources of help available? I am having trouble financing my business. Are sources of help available? How do I find suppliers? I have an order from the U.S. How do I export? How do I start a business? What regulations apply to my business?

Canada Business Service Centres Canada Business Service Centres Government Gouvernement of Canada du Canada Canada Slide 11 Constantly Responding to Client Needs… Evolving Processes and Tools Evolving Products Business Information SystemInfo Guides Information Management Standards – XML (CSDML) How to Guides Content Management SystemInteractive Business Planner Content Syndication/Channel Partnerships Business Start-up Assistant “I’ve had this site bookmarked for several years now. It just keeps getting better and better. This is the way Government is supposed to work.” L. Grant CBC - The Business Network