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Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
Service CanadaServices for You
Managing a “virtual” Managing a “virtual” single window organizationsingle window organization
Roger Scott-DouglasDirector, Service Canada Implementation TeamMay 14, 2001
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
2
Presentation OverviewPresentation Overview
Overview of Service Canada
Elements of a virtual organization
Assessment to date -- options for the future
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
3
Results for CanadiansResults for Canadians …. ….
Quality and Satisfaction
Quality and Satisfaction ImprovementService
In-Person Telephone Internet
EnablesIntegration
EnablesIntegration Government On-LineGovernment On-Line
Accessibilityto Canadians
Accessibilityto Canadians Service CanadaService CanadaService CanadaService Canada
……an integrated citizen-centred service agendaan integrated citizen-centred service agenda
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
4
Service Canada... Service Canada...
Government O
n-Line
Access Access CentresCentres
1 8001 800O-CanadaO-Canada
Canada.Canada.gc.cagc.ca
A New Service Face - integrated access across in-person, telephone and Internet channels
A New Service Approach - delivery of services in ways that make sense to citizens
A New Service Mechanism - providing government with a means to manage its service presence and profile
Service Canada
……developing a new vision of service deliverydeveloping a new vision of service delivery
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
5
Service Canada: What Canadians ExperienceService Canada: What Canadians Experience
Information & referral to Information & referral to 1000 federal programs & 1000 federal programs & servicesservices
Broader range of Broader range of information information (enhancements to (enhancements to database)database)
On-line forms & On-line forms & publication order servicepublication order service
1 800 O-Canada
Redesigned Canada site Redesigned Canada site with information and with information and services clustered around services clustered around the needs of Canadians, the needs of Canadians, Non-Canadians, and Non-Canadians, and Businesses,Businesses,
On some departmental On some departmental sites, testing of new sites, testing of new Internet services (e.g., Internet services (e.g., on-line self help, voice-to-on-line self help, voice-to-voice on-line help & voice on-line help & clustering)clustering)
Canada.gc.ca
Trained service providersTrained service providers
Information & referral to Information & referral to 1000 federal programs & 1000 federal programs & servicesservices
35 printed forms & 35 printed forms & brochures (most in brochures (most in demand) demand)
Assistance using Assistance using electronic & telephone electronic & telephone channelschannels
122 Access Centres
……our face and approachour face and approach
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
6
Organizational Goals for Service Canada….Organizational Goals for Service Canada….
Use the government’s existing service infrastructure networks, as well as GOL, to maximum effect
Maintain the right balance between serving Canadians and reducing delivery costs
Bring together all major one stop service initiatives to improve coherence and avoid duplication
Provide a cost-effective common service provider for departments to use Provide government with a means of managing service presence and profile
in rural and remote communities
……our mechanismour mechanism
Service CanadaServices for You
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
7
A Virtual Organization with over 100 PartnersA Virtual Organization with over 100 Partners
..
Projects
Voice-to-Voice
Auto Responder
Consumer Gateway
Electronic Post Office
MillenniumEco Comm.
ServicePreferences
Seniors and Veterans
PWGSC (Internet)Canada.gc.ca
CIOBGOL
PWGSC (Telephone)1 800 O- Canada
Full ServiceFederal Sites (48)
SpecializedSites (3)
CommunityNetworks (67)
HRDC (27)
CanadianHeritage (7)
CanadaPost (14)
Youth(HRDC 1)
Francophone (CH 2)
BC (PWGSC 5)
NB (IC 22)
NS (HRDC 11)
ON (IC 14)
Access Centres (122)
NWT(EC 4)
QC (CED 9)
YK (PWGSC 2)
Service Canada (SC) Coordinating Committee
SC Implementation Team
Advisory Committee on Service and Innovation (S&I)
Self-ServiceFederal Sites (3)
CCRA(2 )
HRDC(1)
3rd Party(3)
Regional InformationServices (3)
Note: AAFC involved
In-Person Working Group
Telephony Working Group
Service Dev’t Working Group
PortalWorking Group
Community Network Working Group
SC CommunicationsSub-Committee
SC Network DevelopmentSub-Committee
TelephonySub-Committee
Points of ServiceSub-Committee
S&I Regional Executives
Atl. ON QC BC
Federal Regional Councils
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
8
The Pivotal Point: The Pivotal Point: Involvement Versus Full CommitmentInvolvement Versus Full Commitment
Key Findings - Partnerships(CAC)
Strengths Improved client service Joint marketing Improved sustainability of existing
infrastructure Improved departmental products & services Linkages between internal departmental units
strengthened Potential savings through economies of scale
Weaknesses Slow process Unwieldy governance Heavy time commitment Unclear accountability
Key Conclusion
Strong support for one stop access within the service departments; but
Virtual partnership not sustainable over the long term if significant growth is desired
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
9
Moving Forward with Service CanadaMoving Forward with Service Canada
Smooth operations on a larger scale will require the integration of policy, operational and communications activities
More rigorous governance mechanisms and fewer delivery partners needed to improve management of network over the longer term
A policy framework for one-stop access is needed to improve co-ordination and channel management and integration
Building on the potential of GOL
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
10
In-Person Channel - What it Might Look LikeIn-Person Channel - What it Might Look Like
Utilizing existing networks most Canadians will be able to reach an Access
Centre easily
Hub and spoke structure with manageable number of partners
Possible links to provincial one-stop access in longer
term
Strong coordination at regional level (tailored to meet local circumstances)
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
11
Telephony Channel - What it Might Look LikeTelephony Channel - What it Might Look Like
General EnquiriesCentres
Citizen Service Centres (on pilot basis)
Investment in “smart” technologies, making judicious use of IVRs
Common platforms and
protocols
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
12
Electronic Channel - What it Might Look LikeElectronic Channel - What it Might Look Like
Canada Site
All key programs and services online by 2004
Secure channel and trusted environment
Electronic infrastructure underpins and integrates
all channels
Redesigned portal with clustered services
CanadiansBusinesses Non-Canadians
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
13
Necessary Conditions for GovernanceNecessary Conditions for Governance
Achieving clarity of accountability and ease of decision-making Maintaining shared ownership and participation in Service Canada Practicality of implementation (e.g. gaining acceptance, cost-effectiveness, etc.) Management efficacy (e.g. operational coherence) Positioning for the future
Being able to support the capability for channel/service integration Supporting the management of the whole-of-government transition engendered by GOL
++ ++ ==
Single windowSingle windowSingle windowSingle window
ChannelChannelChannelChannel
Service CanadaServices for You
Service CanadaServices for You
In-Person In-Person
Access Access CentresCentres
ElectronicElectronic
CanadaCanadaSiteSite
TelephoneTelephone
1 8001 800O-CanadaO-Canada
TelephoneTelephone
1 8001 800O-CanadaO-Canada
Treasury Board of CanadaSecretariat
Secretariat du Conseil du Trésordu Canada
14
Possible Options for an Organizational StructurePossible Options for an Organizational Structure
1. Virtual EntityVoluntary participation -- self interest as driverNeither front or back end integrationLow risk
2. Service UtilityPartner departments work to single business plan --
self-interest as common interestFront end integration, not back endMedium risk
3. Department or Agency Delegation of authority to a new service organization to
deliver certain services -- common interest as self interest
Front and back end integrationHigh risk
ServiceService
CanadaCanada
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