Transcript Service Canada Strategic Business Plan - ICCS-ISAC
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Service Canada
Services for You
Managing a “virtual” single window organization
Roger Scott-Douglas Director, Service Canada Implementation Team May 14, 2001
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Presentation Overview
Overview of Service Canada Elements of a virtual organization Assessment to date -- options for the future
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Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Results for Canadians
….
Accessibility to Canadians
Service Canada
Quality and Satisfaction Service Improvement Enables Integration In-Person Telephone Internet
Government On-Line
…an integrated citizen-centred service agenda
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Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Service Canada...
A New Service Face
- integrated access across in-person, telephone and Internet channels
A New Service Approach
- delivery of services in ways that make sense to citizens
A New Service Mechanism
- providing government with a means to manage its service presence and profile
Service Canada Access Centres 1 800 O-Canada Canada.
gc.ca
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…developing a new vision of service delivery
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Service Canada: What Canadians Experience
122 Access Centres 1 800 O-Canada Canada.gc.ca
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Trained service providers
Information & referral to 1000 federal programs & services
35 printed forms & brochures (most in demand)
Assistance using electronic & telephone channels
Information & referral to 1000 federal programs & services
Broader range of information (enhancements to database)
On-line forms & publication order service
Redesigned Canada site with information and services clustered around the needs of Canadians, Non-Canadians, and Businesses,
On some departmental sites, testing of new Internet services (e.g., on-line self help, voice-to voice on-line help & clustering)
…our face and approach
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Organizational Goals for Service Canada….
Service Canada
Services for You
Use the government’s existing service infrastructure networks, as well as GOL, to maximum effect Maintain the right balance between serving Canadians and reducing delivery costs Bring together all major one stop service initiatives to improve coherence and avoid duplication Provide a cost-effective common service provider for departments to use Provide government with a means of managing service presence and profile in rural and remote communities
…our mechanism
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Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
A Virtual Organization with over 100 Partners
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Advisory Committee on Service and Innovation (S&I) Federal Regional Councils Projects Voice-to Voice CIOB GOL S&I Regional Executives Atl.
ON QC BC PWGSC (Internet) Canada.gc.ca
Consumer Gateway Auto Responder Millennium Eco Comm.
Electronic Post Office PWGSC (Telephone) 1 800 O- Canada Seniors and Service Veterans Preferences Service Canada (SC) Coordinating Committee SC Implementation Team Access Centres (122) Telephony Sub-Committee SC Network Development Sub-Committee Points of Service Sub-Committee SC Communications Sub-Committee In-Person Working Group Service Dev’t Working Group Telephony Working Group Community Network Portal Working Group Working Group HRDC (27) Self-Service Federal Sites (3) Full Service Federal Sites (48) Canadian Heritage (7) Canada Post (14) BC (PWGSC 5) Specialized Sites (3) CCRA (2 ) HRDC (1) Youth (HRDC 1) Francophone (CH 2) QC (CED 9) Community Networks (67) NWT (EC 4) NB (IC 22) ON (IC 14) NS (HRDC 11) YK (PWGSC 2) 3rd Party (3) Regional Information Services (3) Note: AAFC involved
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Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
The Pivotal Point: Involvement Versus Full Commitment
Key Conclusion
Strong support for one stop access within the service departments;
but
Virtual partnership not sustainable over the long term if significant growth is desired
Key Findings - Partnerships (CAC) Strengths
Improved client service Joint marketing Improved sustainability of existing infrastructure Improved departmental products & services Linkages between internal departmental units strengthened Potential savings through economies of scale
Weaknesses
Slow process Unwieldy governance Heavy time commitment Unclear accountability
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Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Moving Forward with Service Canada
Smooth operations on a larger scale will require the integration of policy, operational and communications activities More rigorous governance mechanisms and fewer delivery partners needed to improve management of network over the longer term A policy framework for one-stop access is needed to improve co-ordination and channel management and integration Building on the potential of GOL
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Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
In-Person Channel - What it Might Look Like
Hub and spoke structure with manageable number of partners
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Utilizing existing networks most Canadians will be able to reach an Access Centre easily Possible links to provincial one-stop access in longer term Strong coordination at regional level (tailored to meet local circumstances)
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Telephony Channel - What it Might Look Like
General Enquiries Centres
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Investment in “smart” technologies, making judicious use of IVRs Citizen Service Centres (on pilot basis) Common platforms and protocols
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Electronic Channel - What it Might Look Like
All key programs and services online by 2004
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Electronic infrastructure underpins and integrates all channels Secure channel and trusted environment Redesigned portal with clustered services
Canada Site Businesses Canadians Non-Canadians
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Necessary Conditions for Governance
Channel Electronic In-Person + + = Service Canada
Services for You
Single window Canada Site Access Centres
Achieving clarity of accountability and ease of decision-making Maintaining shared ownership and participation in Service Canada Practicality of implementation (e.g. gaining acceptance, cost-effectiveness, etc.) Management efficacy (e.g. operational coherence) Positioning for the future
Being able to support the capability for channel/service integration Supporting the management of the whole-of-government transition engendered by GOL 13
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Possible Options for an Organizational Structure
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Service Canada
1. Virtual Entity
Voluntary participation -- self interest as driver Neither front or back end integration Low risk
2. Service Utility
Partner departments work to single business plan - self-interest as common interest Front end integration, not back end Medium risk
3. Department or Agency
Delegation of authority to a new service organization to deliver certain services -- common interest as self interest Front and back end integration High risk
Treasury Board of Canada Secretariat Secretariat du Conseil du Trésor du Canada
Service Canada
Services for You
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