1. ServiceOntario Publications: Presentation to the Queen’s Printers Association of Canada Conference, Halifax
September 2009

2. Role and Mandate
Central manager and distributor of government publications in all formats (MBC)
Publisher and distributor of Ontario statutes in all formats (Statutes Act)
Administrator of Crown copyright for all Government of Ontario materials
Corporate coordinator of public requests for alternate format publications (AODA)

3. Business Offering
Comprehensive, integrated end-to-end publishing infrastructure comprised of:
Warehousing and Distribution
Publication storage, order processing, and direct mailing and secondary distribution
Inventory Control and Financial Management
Integrated inventory and financial management system
Customized reporting
Print Services
Digital print-on-demand capability
Print service management
Print expertise, offering advice on cost effectiveness and quality standards

4. Transforming Access to Ont Govt Publications
Pre-Migration
Post-Migration
Access
Distribution
Access
Distribution
In person
Ministry contact centre
In person
ServiceOntario Centres
Ministry website
On the web
Provided directly to some ServiceOntario Centres
On the web
ServiceOntario Publications e-commerce website
Ministry staff
Over the phone
Ministry counters
ServiceOntario
Over the phone
ServiceOntario
Contact Centre
Contact centre
Fax
e-commerce website
ServiceOntario Centres 7

5. From 800 Bay Street to anywhere in the province…
800 Bay Street
Toronto, Ontario

6. making it easier…for customers
Bundling information by topic makes it easier for our customers to:
access all publications on one topic in one place
choose publications which are relevant to their needs
Online features clearly indicate price, stock level and available language
Contact Centre experts guide customers to the right publication: before the call has ended – your order is being processed!

7. making it easier…for our partners
Public Health Units regularly ordered from MHP, MOHLTC, MTO and Seniors’ Secretariat.
MOHLTC alone had over 20 different order forms. Other products were ordered through or by phoning the program area.
In a cooperative effort with other ministries, Public Health Units are shifting to online, one-stop ordering for all products.

8. For rural residents…
Well water publications are produced by MOHLTC, OMAFRA and MTO.
Topics are bundled and can be accessed in one place, through one search, instead of three separate websites.
Orders are shipped within 24 hours.

9. Impact of Centralized Distribution
(1) Expanded catalogue of titles
651% increase in number of titles from July 2007 to June 2009 (13,070 products)
(2) Expanded product line
Clothing items from five different ministries (MGS, MNR, SBCS, MED, MITI)
All Ontario Parks products, including parks passes, plush toys and Robert Bateman prints
Merchandise such as magnets, stress balls, ice wine, key chains, display cases from MEDT, MHP, Revenue, MNR and other ministries

10. Distribution Volume July 2006 March 2009 Growth Number of orders 5,300
5,930
12%
Quantity of items delivered
48,000
869,530
1,712%
Warehouse storage (skids)
280
3,870
1,282%

11. Centralizing Distribution: Lessons Learned
Ineffective top-down communication to ministry program staff
Better to rationalize complicated business rules across ministries
Multiple financial models impact SP staff
Business rules communicated after the fact
Poor identification of publications
Delays in implementing billing process

12. Current Priorities New tariff agreement with Access Copyright
Supporting Central Services Division