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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.

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integrated citizen service delivery in the public sector

Integrated Citizen Service Delivery in the Public Sector

Steven FeindelDirector, SAP Corporate Information Systems

our objectives
Our Objectives
  • Deliver citizen value
  • Efficient and effective use of government resources
  • Flexible IT systems that enable citizen service delivery
  • Strategic service planning
service nova scotia
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

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

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

our strategies
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
citizen services
Citizen Services
  • Registry of Motor Vehicles on-line services
  • Birth & marriage certificate requests
  • Government Publications
  • Student Aid & Curriculum Guides
  • Property Assessment Inquiry
  • Lien Check
business services
Business Services
  • Nova Scotia Business Registry
  • Nova Scotia Property Online
  • Special Move Permits
  • Personal Property Registry
  • Tendering Opportunities Notification Service
other e government initiatives
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)
other e government initiatives10
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
e government environment

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

the province of e
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
the challenge
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.

the solution
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.

current state
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

province of e benefits
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
future citizen service delivery
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
one citizen view

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

future focus
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
we re working on
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
connecting the dots

Nova Scotia’se-Government Program

Connecting the Dots

Citizen Value

Integrated Service

Technology Investment

Authenticated Transactions

Partnership and Collaboration

Process Efficiencies

slide22

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