1. Integration of Service Channels Strategies for Success Iain McKellar, Director, Advisory Services Division

2. Integration of Service Channels Statistics Canada’s Dissemination Strategy: To make its statistical data and information widely available to the Canadian public, public and private sector organizations

3. Statistics Canada’s Dissemination Objectives: 1.To respond to users needs 2.To provide the widest possible access to data & information 3.To encourage the greatest possible use of the data while recovering costs 4.To maintain the Agency’s relevancy & legitimacy in the Canadian information marketplace

4. Key Issues for Meeting Dissemination Objectives: Research on product & service design, development and delivery Market testing Obtaining client feedback clients on data relevancy and ease of use building the feedback back into the design, development and delivery stage.

5. Statistics Canada’s Public Good Offerings: Pre-1996 … The Daily a telephone enquiries service enquiries by fax and mail 1996 … www.statcan.ca is launched

6. Statistics Canada’s Public Good Offerings: Internet … The Daily, key economic indicators Canadian Statistics Catalogues, meta-data and search engines Community Profiles Studies by Statistics Canada mapping capacity Learning Resources Contact Us to request statistical data information

7. Statistics Canada’s Cost-Recoverable Offerings Internet … Products & Services Workshop Registration E-Commerce … CANSIM II, International Trade, E-pubs Contact Us to arrange specialized information solutions, training and consultation

8. Statistics Canada’s Internet: User testing Client surveys Client registration “Testing is Good!”

9. Service Provision Channels : Not so very long ago …. Voice

10. Service Provision Channels: Today … Fax Letter VoiceVoice Email Email VoiceFax Web

11. Service Provision Channels: Tomorrow? … Online chat LetterVoIP Voice Email Fax Internet Email Fax InternetVoice Letter

12. Dissemination Challenges: Using the Internet as a full-service delivery channel maintaining high customer service levels across channels maintaining communication with author Divisions across channels integrating email and IVR synchronizing operational and business procedures

13. Dissemination Opportunities: Focus on keeping pace with users’ technological sophistication build lasting customer relationships delivery of effective service by focusing on the client - not the channel of service delivery ensuring revenue to cover costs capacity to grow both public good and cost- recoverable products and services

14. Contact Us: Within a centralized call centre covering all time zones … Phone, fax, email enquiries IVR - automated responses to most FAQ’s capacity to monitor performance and respond to gaps or new developments consolidating service & service process standards

15. CRM: An organizational imperative Can provide a technological solution to the challenge of managing client relationships across various service channels and across various service points the human factor plays a critical part in the management of client relationships challenges faced include training, communication, timeliess & “ever-greening”

16. The 2001 Census Dissemination Across Channels: Internet modules … –The Daily –Highlights tables –Analytical e-documents –Thematic maps –Community Profiles –Reference material & meta-data –Links to related non-Census STC data

17. The 2001 Census Dissemination Across Channels: Communications Activities … –Media support - proactive & reactive programs –provision of Internal and External subject matter experts –proactive events across Canada Day of Release Lock-Ups in Ottawa… –Electronic & Print Media (extended) –Federal Departments –Major Clients & Stakeholders

18. Service Standards Managing Expectations: Link to client-centred research … e.g. the Citizens First 2000 initiative using client satisfaction surveys providing clear statements of service standards

19. Service Standards Maintenance Across Channels: What it comes down to... Putting all the Tools in place & integrating them Measuring Training Evergreening of all tools, metrics and training

20. Integration of Service Channels: THANK YOU