A Citizen-Centred Service Initiative

1. A Citizen-Centred Service Initiative New Frontiers & Best Practices IPAC/ICCS November 14, 2001

2. Presentation Outline • Changing the focus of public service • Integrated service delivery in Ontario • Inspirations: international and local • Design principles for Ontario’s life events • Focus on research & partnerships • Life event bundles as a catalyst for change • Forecast for the life events approach

3. Changing the Focus of Public Service • Vision for the Ontario Public Service: Becoming a smaller, flexible, integrated, accountable and customer-centred public service organization • organizing services to meet customer needs • maintaining customer focus through research • doing business differently: partnerships in the public & private sector

4. … telephone … Internet … and counters A Service Delivery Vision Ontarians want convenient, accessible, seamless information and services from government... Ministry Municipality With a choice of easy-to-use channels Regional Federal Dept Secure, reliable access with privacy ensured

5. Integrated Service Delivery: A New Service Delivery Mandate • To provide individuals and businesses with greater choice in how, when and where they access government services and products. • To develop and manage an adaptive, cost-effective, customer-centred service delivery system to provide customers seamless access to government information, services and products, and to serve transaction-processing needs of ministries.

6. Partnership in Action:Ontario Business Connects • Single point of contact for business registration in Ontario: four programs: BNA, RST, EHT, WSIB and a Master Business Licence • Partnership with CCRA, Service Nova Scotia & Municipal Relations for business registration on line (BRO) • Value-add relationships with third party service providers • Canada-Ontario Business Service Centre (COBSC): call centre & 60 regional access sites

7. Partnership in Action: ESDI 2003 • ESDI 2003: a foundation for electronic delivery of high volume routine services to individuals • Five year non-exclusive contract with a private sector consortium led by Bell Canada, with CGI, KPMG & Emergis • Part A: Design, build and maintain anIT interface connecting legacy systems to new electronic channels. Government will own the interface and all data. • Part B: Develop and operate the new channels: internet, telephone and public access terminals to deliver initial suite of 24 transactions. • Entire system will be scalable for new products, additional ministries and other partners, and volume growth.

8. ESDI 2003: Service Delivery Channels 7 x 24 IVR and voice mail, live customer service in normal business hours 7 x 24 Internet with intuitive navigation, search capability & linkages to other GO sites Over 300 public access internet terminals

10. Inspirations for Ontario’s Life Events • International pathfinders: Singapore, UK, Hong Kong, Australia • Local pathfinders: Citizen’s Inquiry Bureau, Access Ontario and Government Information Centres (GIC’s) • developed paper based information bundles to respond to frequently asked questions • CIB & Access Ontario: 8000 calls/month • 57 GIC’s across Ontario

21. Design Principles (Continued)Content Validation & Maintenance • Identify key stakeholders for advice on overall design and content • Contact the business owners of every linked site to obtain approval and confirm content • Review content regularly so it stays up to date • Use system tools to watch for broken links • Return completed package to telephone and counter channels

23. Immediate Focus: Setting Priorities for Additional Life Event Bundles • Applying assessment criteria to prioritize existing ideas • e.g. customer impact, availability of on-line content, cross-jurisdictional links • Using research to identify new ideas • customer feedback, national & international research, stakeholder input

24. Immediate Focus: Finding Partners to Lead Content Development Role of a sponsor: • provide advice on the focus for life events related to their program/industry • provide advice on content including links to other Internet sites • gather and report feedback from stakeholders • assist in maintaining the currency & accuracy of the bundle

25. Life Events: Catalyst for Change Life event bundles can: • identify related forms for consolidation and develop the case for next-generation forms • identify clusters of related services for end-to-end integration • establish partner relationships to move the integrated service delivery agenda forward • help to drive the outside-in transformation of service delivery

26. Forecast for the Life Events Approach • Government portal strategies may include customization and personalization • There is an ongoing requirement for integrated information as well as transactional services • Information and services will be clustered by topic and community of interest as well as life events, with “no wrong door” search capability • The customer-centric approach to organizing information and services will become a standard for government

27. Life Event Bundles: Partial List of Contributors • Management Board Secretariat: IT development, hosting & maintenance • MCBS Information & Services Branch: customer research and content development • Ontario Seniors’ Secretariat, Ministry of Citizenship (Getting Ready to Retire)

28. Contact Information Lisa Booth, Senior Business Consultant (Project Lead) lisa.booth@cbs.gov.on.ca Ben Wagner, Business Analyst ben.wagner@cbs.gov.on.ca David Howden, Director, ESD Implementation (Individuals) david.howden@cbs.gov.on.ca