1. Single Window Government: The Canadian Experience January 26, 2005 World Bank Mary Ogilvie mary.ogilvie@unb.ca

2. Outline Single Window Government Electronic Channel Implementing in a ‘have not’ place – NB’s Experience Application outside of NB Critical Success Factors

3. mary.ogilvie@unb.ca Feds Municipalities Finance Natural Resources Environment Transportation Health P O L I C Y B A C K O F F I C E P R O C E S S E S D E L I V E R Y T O C L I E N T Single Window Government

4. mary.ogilvie@unb.ca Single Window Government Environment & L.G. DNRE Health Finance Education Public Safety OTC Call Centre WEB Service New Brunswick

5. mary.ogilvie@unb.ca Single Window Government OTC Call Centre WEB Customers Service New Brunswick Citizens Life events Lost Wallet Child Starting School First Job Seniors Teens Young Parents Citizens Life events Lost Wallet Child Starting School First Job Seniors Teens Young Parents Business Trucking Industry Hospitality Construction Corner Store Business Trucking Industry Hospitality Construction Corner Store Democracy New Legislation Policy Consultation Municipal Budget Democracy New Legislation Policy Consultation Municipal Budget

6. mary.ogilvie@unb.ca Single Window Government ThenNow

7. mary.ogilvie@unb.ca Electronic Channel Customers OTC Call Centre WEB Service New Brunswick Citizens Life events Lost Wallet Child Starting School First Job Seniors Teens Young Parents Citizens Life events Lost Wallet Child Starting School First Job Seniors Teens Young Parents Business Trucking Industry Hospitality Construction Corner Store Business Trucking Industry Hospitality Construction Corner Store Democracy New Legislation Policy Consultation Municipal Budget Democracy New Legislation Policy Consultation Municipal Budget

8. mary.ogilvie@unb.ca Organization & Process change and Transition Management Service Delivery Standards & Improvement Data Exchange and Enhancement Confidentiality Internal & External Partnerships Cultural, Legislative, Policy and proceedure change processes Enterprise-Wide Solutions: Business Process Improvement Content Management: Work Flow Management Security & Authentication Citizen Relationship Electronic Channel On-Line / One-Stop Shop/ Multi-Channeled Access Reach Richness Sustainability

9. mary.ogilvie@unb.ca Electronic Channel 483 total Products and Services Altas Government Directory Change of Address Marriage New Drier AFA Crop Insurance payments WHCSS Employer Assessment Payment Taking Driver’s Licence Renewal Oversized load permits Lien Check LinkVehicle Registration Renewal Auto Dealers Swimming Lessons Registration Form NB High Precision Network Request for Residential Property Tax Credit LT Online submission Festival by the Sea Concert Tickets Personal Property Registration Personal Property Searching Application of Disposal Fee Payments Application for a Taxicab Owners License

10. mary.ogilvie@unb.ca E-government Organization Land Records Implementation in New Brunswick

11. mary.ogilvie@unb.ca Land Information Experience Authentication Imaging Registry Structure On-Line Invoicing On-Line Payment LIN GBiz Employee Directory Motor Vehicle Renewal Payment Taking Municipalities Companies Database On-Line Annual Returns On-Line Implementation in New Brunswick

12. mary.ogilvie@unb.ca Implementation in New Brunswick

13. mary.ogilvie@unb.ca Browser Revenues

14. 1996 Real Property Information over Web 1998 Internal Use of Registration Index 1999 Registration Index on-line 2002 27 Municipalities 428 Forms 9 Service Packages 27 Services - 14 Products 2001 Government Directory 4 Municipalities on-line 53 Forms 4 Service Packages 19 Services - 14 Products Corporate Registry on-line Final Service Center Established 120 Services 2000 Land Titles Implemented New Web Page 7 Services CTI Introduced to Call Center 1997 Land Gazette PrototypeCall Center Opened 1995 Personal Property on-lineFirst Service Center Established

15. mary.ogilvie@unb.ca Justifying… Our study set out to identify and measure benefits of egovernment to a jurisdiction and ended up reporting on the transformation of a society IDC estimates the net economic benefit to the province in 2002 to be C$141 Million* equivalent to.72% of the provincial GDP 92% of NB citizens told IDC they were either satisfied or very satisfied with egovernment services 87% of NB businesses told IDC they were either satisfied or very satisfied with egovernment services Copyright 2003 IDC Canada - Reproduction Forbidden Unless Authorized * Excludes new employment payroll

16. mary.ogilvie@unb.ca Applications elsewhere…

17. mary.ogilvie@unb.ca Lessons Learned Procurement cycle Appetite for risk Quick Hits Getting the efficiencies Stakeholder involvement

18. mary.ogilvie@unb.ca Critical Success Factors Political will Focus on customers Use tools and expertise already available

19. mary.ogilvie@unb.ca

20. Thank you