1. Integrated Service: Yukon Blue Pages New Frontiers and Best Practices in Citizen- Centred Service November 14, 2001· Toronto, ON Presented by Siegfried Fuchsbichler Assistant Deputy Minister Government Services Government of Yukon

2. Outline B. Yukon Blue Pages C. Lessons Learned A. Yukon Overview

3. Yukon Demographics  ~ 5% of Canadian landmass  ~ 0.1% of Canadian population  All but one community is road accessible

4. Some Yukon trivia 50,000 10,0006,000-7,000 Mt. Logan - 5,959 m

5. B. Yukon Blue Pages  Why change?  The phone book version  Online version

6. Access problems : When citizens don’t know how to get the service Bounced from person to person5550 Telephone trees, voice mail3528 Could not find in Blue Pages3428 Did not know where to look3232 Busy phone lines2740 Trouble finding on the Internet1511 Parking difficult1213 Travel distance too great118 Other (e.g. long wait)1212 Percent having problems YukonCanada Source: Citizens First 2000 Survey

7. Assessment of Blue Pages Source: Citizens First 2000 Survey (Yukon results)

8. Old Blue Pages: Looking for wood cutting permit information

9. Old Blue Pages: … still looking for wood cutting permit information

11. New Blue Pages: Integration and Collaboration

12. New Blue Pages: Keyword headings

13. Assessment of Blue Pages: The need to go “e-” Source: Citizens First 2000 Survey (Yukon results)

14. Online Blue Pages

17. ~50,000 hits per month since launch The New Blue Pages: Usage

18. C. Lessons Learned Lesson 1. Solid partnerships Lesson 2. Simplify  then automate Lesson 3. Tailor to meet your needs Lesson 4. Communicate, communicate Any time, Any where, All together

19. Moving Forward: Next steps for blue pages  Work on list of keywords  Link with our programs and services guide  Make technology available to others  Train our “call centre” staff

20. Closing thought: When Technology fails us...

21. For more information... Siegfried Fuchsbichler Assistant Deputy Minister Government Services, Government of Yukon Phone: 867-667-3732Fax: 867-393-6218 siegfried.fuchsbichler@gov.yk.ca Web sites: http://www.gov.yk.ca http://www.bluepages.gov.yk.ca