1. Government to Citizen Electronic Service Delivery and Strategies for Government Portals: BizPaL Guylaine Brunet & Alec Lumsden Industry Canada E-Gov Forum & Expo August 30, 2005

2. 2005 e-Gov Forum 1 Overview What is BizPaL? The client need Partner governments What the client sees System diagram Lessons Learned

3. 2005 e-Gov Forum 2 What is BizPaL? A Shared On-Line Tool for Licenses and Permits On-line tool providing information on licenses and permits Organized by business line Arranged by permit/license work flow Directs businesses to jurisdictional information on the licences and permits needed to start and manage their enterprises A Collaboration Feb 2003: Forum involving all provinces and territories Proof of concept developed with provinces and municipalities 19 provincial and municipal governments contributed to BizPaL GOL Business Case Pilot Project participants: Yukon, Whitehorse; BC, Kamloops; Manitoba, Winnipeg; Ontario, Halton Region, Milton, Halton Hills In discussion: Manitoba, Saskatchewan, Ottawa Goals Reduce burden of compliance by: Improving Cross-Jurisdictional Collaboration in Service Delivery Streamline permit and license services for businesses Help support broader transformation of compliance requirements Lay foundation for expanded service (transactions) Increase coverage from Permits and Licences to other regulations Expand to new partner governments

4. 2005 e-Gov Forum 3 Government Service to Business Service to Business 2 million entities, 98% with less than 100 employees Extensive use of intermediaries to interact with government Regular interaction with government Most interactions relate to compliance (eg: tax, customs, patents, transport) Work with all three levels of government Strong use of all channels: in-person, phone, mail, and on-line (most popular) Key Issue Reducing burden/cost of compliance for business and streamlining access to programs across governments

5. 2005 e-Gov Forum 4 Client Experience – Start-up Despite efforts to streamline and reduce red-tape, recent service mapping has indicated that clients continue to experience a complex and overlapping service environment. Jurisdictional Outputs Municipal service outputs Regional service outputs Provincial service outputs Federal service outputs

6. 2005 e-Gov Forum 5 BizPaL Pilot Partners

7. 2005 e-Gov Forum 6 Clients’ view of BizPaL Select your Industry Sector… Answer some simple questions… Receive a customized list of permits and licenses… Ready Go to your entry point … Access Go! Set

8. 2005 e-Gov Forum 7 BizPaL System Diagram XML schema BizPaL  Jurisdictions  Sectors  Permit & Licence info  Questions Business Process Wizard Admin module Inquiring client on web Govt staff build business process maps for each jurisdiction Current procedures and authority recorded BizPaL service available from multiple websites Web services

9. 2005 e-Gov Forum 8 Administration Module: UI and Functions Jurisdictions: distributed control – centralized hardware Managing Permits & Licence information Managing Industry Sector Configurations Approving Industry sector configurations and the structure of cross-jurisdictional cooperation Publishing across multiple governments Other administration functions and roles

10. 2005 e-Gov Forum 9 # 9 - Consultation Consultation with key stakeholders (open forum) Provide high level vision Build prototype Seek views, interest and engagement from stakeholder provincial/territorial, municipal and other federal departments Be transparent about participation and sustainability

11. 2005 e-Gov Forum 10 #8 - Business Case Develop a Strong Business Case Based on a client stated needs Analysis and research of similar project in other counties Needs validated by BTEP exercise Source: Joint Forum Survey of 710 Businesses What would help your business better comply with regulations? 1.Reduce Existing Regulations 2.Reduce the total number of regulations 3.Make business owners aware of regulations 4.Improve Government customer services 5.Provide examples of what constitutes compliance

12. 2005 e-Gov Forum 11 #7 - Government Priorities Align with government priorities Paper Burden reduction Smart Regulation Competitiveness Measure impact of service on Paper Burden » Risk of non-compliance – complex environment and poor information can increase risk of involuntary non-compliance » Unclear requirements, interpretation, and enforcement can lead to inadvertent errors in compliance and reporting »Small business disproportionately impacted > Lack of resources - effort required to understand regulatory requirements detracts from business activities > Diversion of resources potentially undermines the productivity and competitiveness of small firms > 2001 – CFIB survey identifies regulatory burden as highest priority for small business after tax burden and EI

13. 2005 e-Gov Forum 12 #6 - Collaboration Collaboration Partners participate in requirements gathering (buy- in) Involved in any and all decisions (engagement) Partners retain ownership of data (responsible & accountable) Recognize and engage early adopters * * *

14. 2005 e-Gov Forum 13 #5 - Branding, Federal Identity & CLF Branding, Federal Identity Program and Common Look and Feel Use solution that minimize challenges (web-services) Work within guidelines but be prepared to be flexible Involve key players early (TBS, legal, etc)

15. 2005 e-Gov Forum 14 #4 - Technology Technology Solution Keep the Solution Simple Provide solution to meet the need of all existing and potential partners From technically savvy to basic capabilities Keep it low-cost, any costs can be prohibitive to some partners Web services & In-line frames

16. 2005 e-Gov Forum 15 #3 - Governance Governance Structure Develop trust – takes time Owned by the consortium Keep it simple Partners agree to existing structure until it doesn’t work Representation from each partner Senior and manager levels Define Roles and Responsibilities

17. 2005 e-Gov Forum 16 #2 - Funding Funding Agree to terms early Cost share based on size of partner Seed funding enough funds to ensure appropriate governance is in place Minimize centralized activities to keep costs low Efficiency survival Agree on cost formulas to decrease cost over time

18. 2005 e-Gov Forum 17 # 1 - Process Mapping Process Mapping Provide the information necessary to understand the solution requirement Mapping is essential for understanding gaps, overlaps, and duplication Mapping can yield immediate results for information services – As Is State Mapping points the way for long-term alignment – To Be State Provides the information necessary to get to Service Transformation Bed and Breakfast Permits and Licenses Business/Service Process Points

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