1 / 22

Integrated Citizen Service Delivery in the Public Sector

Integrated Citizen Service Delivery in the Public Sector. Steven Feindel Director, SAP Corporate Information Systems. Our Objectives. Deliver citizen value Efficient and effective use of government resources Flexible IT systems that enable citizen service delivery Strategic service planning.

shalom
Download Presentation

Integrated Citizen Service Delivery in the Public Sector

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. Integrated Citizen Service Delivery in the Public Sector Steven FeindelDirector, SAP Corporate Information Systems

  2. Our Objectives • Deliver citizen value • Efficient and effective use of government resources • Flexible IT systems that enable citizen service delivery • Strategic service planning

  3. Service Nova Scotia • Mandate to lead e-government activities • 90% of government transactions* • Pioneered e-commerce solutions • Online registries & services • Innovative multiple access methods * - exclusive of Education and Health

  4. e-Service Key Principles • Maximize customer benefits • Keep it simple • Ensure security of information and privacy • Service to communities • Foster cooperation with key stakeholders

  5. Transact Maximizing Service Potential Active/Passive Interaction Interact Publish Basic Internet Presence e-Government Functionality High Value e-government Sophistication Low High e-government Benefits Source: Accenture - e-Government Leadership 2001

  6. Our Strategies • Focus on what we know • Build processes • Collect and enable access to information • Manage change (citizen and employee) • Build partnerships • Invest in supporting technologies

  7. Citizen Services • Registry of Motor Vehicles on-line services • Birth & marriage certificate requests • Government Publications • Student Aid & Curriculum Guides • Property Assessment Inquiry • Lien Check

  8. Business Services • Nova Scotia Business Registry • Nova Scotia Property Online • Special Move Permits • Personal Property Registry • Tendering Opportunities Notification Service

  9. Other e-Government Initiatives • Municipal e-Government • e-Government Joint Venture Committee • Shared services • Municipal website template development • Ask Joe Howe • Google-based web search available to all municipalities (and others)

  10. Other e-Government Initiatives • Government @ Your Service • Joint effort of CAP, Office of Economic Development, Public Libraries, Service Nova Scotia • Provides “life event”-based access to information and services • Business Room • Grass roots initiative • Joint development between Service Nova Scotia and Public Libraries • Regional business information delivered to communities

  11. Citizen Orientation Business Orientation GovernmentOrientation Employee Orientation Federal&Provincial Community&Municipal G2C G2B G2G G2E Front Office(Information & Service Access) e-Government Environment Client Access Points Website & ACOL SAP Portal & ACOL Back Office Financial & HR mySAP ERP Other Systems Integrated Access Re-engineered Technologies

  12. The Province of e • Why? • Government wanted to improve fiscal management capabilities and public accountability • Deliver integrated services to citizens and businesses • What is it? • Establishment of a collaborative environment for Provincial Government and MASH sector organizations • Shared business processes, simplified with technology • Built upon on successful SAP/R3 implementation in province and municipal sectors • Province of NS & SAP have approached with a “Big Vision” • Result • Strategic suite of initiatives supported by a comprehensive licensing agreement

  13. The Challenge Province Schools Municipal Health Other 9 DHA’s + IWK Approx. 40 Hospitals 8 School Boards 450 Schools Universities and Crown Corp 15 Depts 44 ABCs 55 Municipalities A fragmented system is ineffective at management decisions and is costly to maintain… no matter how much effort we put into making the systems communicate effectively.

  14. The Solution Province Schools Municipal Health Other 8 School Boards 450 Schools Universities and Crown Corp 9 DHA’s + IWK Approx. 40 Hospitals 15 Departments 44 ABCs 55 Municipalities Front Office Tools Maintenance Management Procurement Human Resources Payroll Financials A sustainable system, used across a broader public sector, that contributes to effective service delivery to the public, increased financial accountability, economic development and an improved perception of government.

  15. Current State Province Schools Municipal Health Other 8 School Boards 450 Schools 9 DHA’s + IWK Approx. 40 Hospitals 15 Departments 44 ABCs Universities and Crown Corp 55 Municipalities (3) Front Office Tools Maintenance Management (1) Procurement Human Resources (2) Payroll (2) Financials (7) Other Management Tools Completed Underway Planned

  16. Province of e Benefits • Process consistency • Standardization with sectors (e.g. Municipal Template) • Cross-sector standardization where it makes sense • Provincial & Municipal reporting • Better citizen perception • Government working together

  17. Full service, all the time Service excellence Future Citizen Service Delivery • e-Democracy • Collaborative Gov’t 2011 • Citizens in command • No wrong place • Online Voting • 13 year old today, will be voting in 5 years

  18. Business Citizen Truck Firm Auto Dealers Vehicle Owner Driver Lawyer Property Owner Health Education Patient Nurse Doctor Parent Teacher Student One Citizen View One Citizen Municipal Provincial Federal

  19. Future Focus • Complete the “Back Office” • Continued SAP/R3 Rollout to other municipal & provincial organizations • Human Resource Management implementation • Business Warehouse • Phased Rollout of “Front Office” functions • SAP Portal (Citizen, Business, G2G, GIS, etc…) • Customer Relationship Management & Interaction Centre • Customer Service Management for Utilities • Continued focus on citizen and business transactions

  20. We’re working on… • Governance • Changing environment – changing issues • Cross-sector – technology & service sharing requires shared governance • Coordination • Marketing awareness with citizens • Communicate multi-sector opportunities • Continued corporate buy-in • Huge cross-sector commitment required • Resource re-skilling

  21. Nova Scotia’se-Government Program Connecting the Dots Citizen Value Integrated Service Technology Investment Authenticated Transactions Partnership and Collaboration Process Efficiencies

  22. Steven Feindel Director, SAP Corporate Information Systems Department of Finance Government of Nova Scotia Website: gov.ns.ca/provinceofe e-Mail: feindesj@gov.ns.ca Phone: 902-424-2939

More Related