New Frontiers and Best Practices in Citizen-Centred Service: Integrated ServicesPresentation by Roger Scott-DouglasRDIMS #67803 v. 1

Service CanadaServices for You

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Everything you need to know when you import an exotic animal to Canada

• You need to deal with five (5) Federal departments: AAFC, CFIA, EC, Avian Veterinarian & IATA

• Fill out two (2) forms: CITES - needs the approbation of three departments AAFC, EC & Customs; and apply for Import/Export licence

• One Avian Veterinarian (limited list to one per province)

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Old Age Security with Income Supplement

• Meet with more than 10 government representatives, Municipal, Provincial and Federal

• Visit 12 Buildings

• Information required is very similar but must be given over and over again to 5 separate departments

• Three hour long in-depth visits with VAC counsellor,

VAC nurse & Provincial nurse

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Applying for Child Tax Benefit while on Social Assistance

• Application deals with at least one Provincial (Birth certificate) and two Federal departments (CCRA, HRDC)

• Applicant must also deal with one more provincial (Social Welfare) and One Federal departments (CCRA)

• The process can become circular as each of the processes is dependent on the declaration of the other.

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Canadians’ Service Expectations

Priorities for Integration

67% want a one-stop centre

67% do not care which department they deal with

67% want access to government services through one web site

16% of transactions involve more than one channel

20% of calls to 1 800 O Canada deal with provincial programs & vice versa

Sources: Citizens First, 2000; Ekos, 2000.

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Service delivery elements

Degree of Front end/Back end Integration

Degree of Channel Management Integration

Scale of Service Integration

Degree of centralisation in governance and accountability

Degree of client group and target market segmentation

Degree of specialisation in job descriptions for service providers

Degree of co-ordination in branding/communications

WHAT IS THE BEST MIX?

LESS MORE

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Sixteen (44) Degrees of Integration

Front-end vs. Back-end• Front-end integration implies a

single window behind which stand separate silos

• Back-end integration can have a single or multiple front windows, but services are delivered through an integrated program.

Clustered vs. Integrated• Clustered services imply the

establishment of separate programs delivered in accordance with type of service.

• Integrated services imply the overcoming of multi-layered governmental jurisdictional divides and the establishment of a single service delivery portal.

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The Service Canada Initiative….

Single-Windows FaceSingle-Windows Face

OrganizationOrganization

BrandBrand

Service Policy VisionService Policy Vision

Service and Channel Service and Channel IntegrationIntegration

Service Service CanadaCanada

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Service Canada: What Canadians Experience

Information & referral Information & referral to over 1000 federal to over 1000 federal programs & servicesprograms & services

Broader range of Broader range of information information (enhancements to (enhancements to database)database)

On-line forms & On-line forms & publication order publication order serviceservice

1 800 O-Canada

Redesigned Canada Redesigned Canada site with information site with information and services clustered and services clustered around the needs of around the needs of Canadians, Non-Canadians, Non-Canadians, and 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-on-line self help, voice-to-voice on-line help & to-voice on-line help & clustering)clustering)

Canada.gc.ca

Trained service Trained service providersproviders

Information & Information & referral to over 1000 referral to over 1000 federal programs & 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

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Promoting citizen-centered government through service and channel integration

Clustered in-person services for youth & Clustered in-person services for youth & French speakersFrench speakers

Consumer Information Gateway and 5 Consumer Information Gateway and 5 other clustered electronic servicesother clustered electronic services

Canadians Gateway and clusters of Canadians Gateway and clusters of services supported by GOL services supported by GOL

Supported Integrated Services for Supported Integrated Services for Seniors and Veterans Seniors and Veterans

Modest progress to date

Internet 450 MajorWeb Sites

In person 7000 Points of Service

Telephone170Call Centres

….but significant work still required to “map”

and integrate GoC service infrastructure

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Integration challenge

Challenge:

• Scale and scope of initiative

• Technological concerns

• Risk of service disruption

Addressed by:• Focus on priorities and key

segments

• Phased-in project management to delivery results at every stage that can be independent of the final architecture of the system

• Knowledge-management investment early-on

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Balancing program accountability challenge

Challenge:

• Separation of policy and operations

• Limit of generalist’s capacity for multi-service delivery

• Inter-jurisdictional complexities

• Citizen trust

• Loss of brands

Addressed by:

• Performance accords (MOU)

• E-tools and middle-ware

• Stay within clearly defined bounds

• Build privacy safeguards at the front-end (plug and play concept)