1 Research Priorities for the Next-Generation Service Agenda PSSDC-PSCIOC Research Committee Workshop Report Toronto, September 9, 2008

2 Introduction On September 9, 2008, forty senior federal, provincial, and local government officials met in Toronto to: Consider the trends and challenges in next-generation internal and external service delivery; The role of ICT and e-government in supporting internal and external service transformation; and The research required to illuminate the forward service strategies. The event started with presentations from Cisco Systems, EDS, Bearing Point, the ICCS and the Region of Peel, as well as a summation of the pre-workshop survey conducted with PSSDC and PSCIOC Council members.

3 Introduction (cont.) The afternoon featured facilitated discussions by participants and consensus building to identify the forward service agenda and the research required to support it, in the following areas: External Service Transformation Citizen/Business Access and Single Window Service Transformation Departmental Service Transformation Internal Service Transformation ICT and e-Government as a Service Transformation Enabler Research Priorities in support of the emerging Next-Generation Service Agenda This Preliminary Report summarizes the overall conclusions of the workshop. A more detailed Formal Report will be prepared and circulated by the Research Committee at a later date

4 Workshop Approach In preparation for the event: Initial meeting and discussions were held in May and throughout the summer We had a Web site created by the ICCS that included key documents and research We conducted a survey with the councils and the research committee to gather their input on service delivery challenges and research priorities We invited presentations from thought leaders representing industry, academia and government

5 Workshop Conclusions:General Thoughts Move from Changing the Rules to Changing the Game itself It is much more effective to be Collaborative than Competitive We need to expose government personnel to new ideas on a regular basis – move beyond our own silos

6 Workshop Conclusions:General Thoughts Canada has two competitive advantages: As governments we are committed to listening to Canadians (unique in the world) Canadian governments have an active collaborative, inter-jurisdictional community – a good base to face the challenges of the future

7 Workshop Conclusions:General Thoughts From the outside in – Canada is seen as a world leader by many countries and many countries are adopting elements of the “Canadian approach” However, it became clear that some countries are moving ahead of Canada in certain areas: mobile service delivery, television service delivery, citizen engagement, Smartcards, Web 2.0, proactive service delivery, and personalization

8 Workshop Conclusions:Executive Summary The government environment is changing – some food for thought from EDS, BearingPoint and Cisco: Liberating government information can create new possibilities Accountability and trust are important New technologies mean many Web initiatives are being driven from outside of government – may need to revisit policies on information management and information sharing

9 Workshop Conclusions:Executive Summary The government environment is changing – some food for thought from EDS, Bearing Point and Cisco: Citizen empowerment is a growing trend Need to rebuild trust so that the public can re-engage / participate with government Expect and welcome new models of service delivery – include mobile and Web 2.0

10 Workshop Conclusions:Executive Summary The government environment is changing – some food for thought from EDS, Bearing Point and Cisco: Leadership and change management training is required A perfect storm is driving change in government– demographics, constituent pressures, IT advances, funding pressures, environmental pressures, globalization and flattening, internal pressures, infrastructure and processes

11 Workshop Conclusions:Executive Summary The government environment is changing – some food for thought from EDS, Bearing Point and Cisco: Internal Service Transformation must be aligned with government policy and strategy and be linked to external service delivery Whatever is being worked on must create public value

12 Workshop Conclusions: Issues and Challenges Key issues and challenges identified by the workshop participants: Leadership and whole of government culture for results Proactive service delivery Driving clients to the online channel Connecting security, identity management with trust and confidence in government Connecting the service agenda with policy outcomes Common understanding of citizens needs from and inter-jurisdictional perspective

13 Workshop Conclusions: Research Priorities The top research priorities were: Gathering existing research around issues and challenges and making it broadly available Understanding how citizens use channels and how to migrate them to on-line channel Citizens First / Taking Care of Business – continue with core research but integrate priorities Research on specific segments – including hard to reach clients – e.g. low literacy, low income, homeless, etc. Citizens attitudes towards inter-jurisdictional data sharing /information management Internal service delivery Updating the CMT and establishing CMT benchmarks

14 Workshop Conclusions: Next Steps Produce a paper on where the government service world is going Produce a paper on research priorities / gaps Use these papers as input into the research committee so they can design a proposed three year agenda for research projects Bring the proposed research agenda back to joint councils at the next meeting for their approval Use this workshop as a model for future learning/information sharing activities (in-person and/or virtual)

15 Annex A: Environmental Scan: Challenges & Trends Improving Access to Services Segmenting Clients Personalizing Service Integrating Service Delivery Collaborating and Partnering Integrating Client Information Accountability Internal and External Alignment Utilizing New Technology High Performing Workforce Responsive Government Efficient and Effective Government A Government of Canada Environmental scan was undertaken by Treasury Board of Canada to review trends and activities on a global scale. A summary of the scan identifies 12 categories

16 Citizens’ & Business’ Needs & Expectations

17 What Canadians Want From Government Services: Work on Drivers of Satisfaction: -Improve Timeliness -Achieving Outcome -Going Extra Mile -Fairness -Knowledgeable Staff Keep Processes Simple Increase Education and Awareness Protect the Privacy & Security of their personal information Be Accountable Offer More Online…But Don’t Eliminate Choice Deliver Better Services than the Private Sector Improve Access Have in Place Top Quality Service Agents Clearly identify roles & responsibilities Integrate – Across Channels & Departments Prepared by: Cathy Ladds based on a review of recent research.

18 The Gartner “Hype Cycle for Government” -the Impact of Technology on the Service Agenda

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