1 / 20

Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Governmen

Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Government of Canada. Outline of the Presentation. Objective of the learning event Setting the context Approaches to single-window service delivery Key issues for reference

elani
Download Presentation

Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Governmen

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Improving Service Through Single-Window Delivery Ralph HeintzmanAssistant SecretaryService and InnovationGovernment of Canada

  2. Outline of the Presentation • Objective of the learning event • Setting the context • Approaches to single-window service delivery • Key issues for reference • The opportunities ahead

  3. Objectives of the Learning Event • Focus on “whole of government” single-window service delivery • Explore: • The different approaches to single-window service delivery • Common issues and challenges • Good practices

  4. Service Canada Services for You Single Window Service: A World-Wide Phenomenon

  5. Catalysts for Change Intergovernmental Co-operation Resource Constraints Citizen Needs& Expectations Modern government is one-stop government Technology Business Needs & Expectations Global Competitiveness Private Sector Innovation

  6. Why is Single-Window Service Important? • Citizens and business want it • Service experience influences their view of government • Government must be citizen-centred - designed from an outside-in perspective, not inside-out

  7. Simple Concept….Complex Business • Single-window service has simplicity as its aim - but is a complex business in reality • There are a wide range of approaches • Key focal points for comparison - • Organizational Approaches (virtual/collaborative, utility, departmental) • Channel Management Strategies • Strategic Directions

  8. Service Canada Services for You Government of Canada • One-stop strategies for business and citizens • Collaborative / Virtual organizational approach • Multi-channel integration • On-line target - 2004

  9. Canada - Provincial Governments • Most have single-window approaches • One-stop strategies for business and citizens • Range of organizational models: Utility: Service New Brunswick; BC Agents Departmental: Ontario Ministry of Consumer and Business Services; Service Nova Scotia and Municipal Relations

  10. United States -Federal Government • Promotion of single-window and integrated service across federal public service • E-channel / telephone approach to one-stop access • In-person delivery at local level • GOL Target - 2003

  11. United States -State Governments • Many have one-stop service for citizens and business • Major emphasis on e-channel - but many state governments have e-channel / telephone channel linkages • In-person strategies commonly driven at the community or department level

  12. AustraliaFederal Government • One-stop strategies for business and citizens • Government Information Centre provides Internet and Call Centre access portals - virtual/collaborative model • Centrelink - departmental / utility model - provides multi-channel delivery network • GOL Target - 2001

  13. AustraliaState Governments • Many state governments have single-window service • A multi-channel approach is common • Linkages between Federal and State government single windows • A use of various organizatonal approaches - virtual / collaborative approach common

  14. United Kingdom • Commitment made to “join up” government • Central agency leadership for service improvement • E-channel a key priority • Leadership at local level for one-stop access • GOL Target: 2005

  15. Other Governments Singapore • Infocomm 21 • Ecitizen portal • Government Forms Service and Shopfront Netherlands • Public Counter 2000 (OL 2000) Other jurisdictions exploring the single window concept include: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Spain and Sweden

  16. Organizational Approaches andChannel Strategies Ontario Multi- Channel Gov’t of Canada Nova Scotia Access PEI New Brunswick Alberta Single Channel BC Agents Virtual Utility Departmental

  17. Key Issues • Responding to Citizens’ Needs and Expectations • Channel Management and Integration • Service Clustering • Mandate • Mandatory versus optional • Government On-line • Investment or rationalization approach • Role: information / communications or service delivery

  18. Key Issues (Cont’d) • Political Support / Championship • Partnership Management • Governance / Accountability • “Turf Protection” • Cost Recovery / Resourcing • Program Design / Delivery Divide • Intergovernmental Partnerships • Public / Private Partnerships • Visibility / Recognition • Operational Issues - HR, Technology

  19. The Opportunity is Ours…. • Technology is making possible: • service integration to create value-added services • improved convenience for citizens • extended reach of Government • Innovation and collaboration is flourishing across the public sector • More progress can be made by sharing best practices and lessons learned

  20. Improving Service Through Single-Window Delivery Ralph HeintzmanAssistant SecretaryService and InnovationGovernment of Canada

More Related