Transcript CISD: Project Portfolio

Inter-jurisdictional
Service Delivery
Initiatives
Overview of Key Potential
Opportunities
Victor Abele
Public Sector Service Delivery Council
February 14, 2005
Quebec
Inter-Jurisdictional Activity*
Federal-Provincial Agreements:
• Canada-Ontario MOU on Collaboration in the Delivery
of Public Service provides a broad framework for
collaborative service delivery and outlines specific
projects in key areas:
– Enablers – common architecture, standards, platforms; shared
research
– Service Delivery/Offering Transformation – e.g. Ottawa
Counters Project, Collaborative Seniors Portal, jointly located
Emergency Management System
• Other provinces have expressed interest in developing
similar models; common themes:
– Collaboration/integration of key services; emphasis on
individuals and business
– Co-locations e.g. in-person offices
– Developing common enablers, standards
*based on data submitted
2
Inter-Jurisdictional Activity (cont’d)
Client segment approach:
• Templates completed after Winnipeg by reporting
jurisdictions show significant levels of activity linked to
service strategies for specific client groups, such as
seniors, business & health:
– Federal/provincial business service centres, with some
jurisdictions interested in an expansion of services; One Client
View (Manitoba Business Link, Manitoba e-Commerce Pilot,
Nova Scotia Business Registry, Small Business BC)
– Canada Seniors Partnership – (with PEI, Ontario, City of
Brockville & Region of Niagara & exploring links to other
provincial/territorial partners); Seniors Service Mapping
– Manitoba: Electronic Health Record & Healthy Child initiatives
– GoC service strategies for Seniors, Aboriginal Peoples, Youth,
Persons with Disabilities are under development
3
Inter-Jurisdictional Activity (cont’d)
Work on Enablers:
•
Canada-Ontario One Client View IM Strategy; e-Contact (Manitoba,
Canada); development of IM standards using the Dublin Core
(Seniors Partnership)
Cost and efficiency drivers are evident:
•
•
Government of Canada – Service Delivery Review & Call Centre
Consolidation; Manitoba Regional Services Review
Manitoba and NWT have expressed interest in exploring
opportunities for inter-jurisdictional consolidations
Research:
•
Citizens First has been the hallmark of Joint Council planning.
Additional work is underway to explore other existing or planned
research to supplement Citizens First with regional or other views.
4
Government of Canada: Delivery Profile
•
In 2003-2004, the Government of Canada conducted an
extensive survey of external service delivery across 29
departments and agencies to establish a federal Service
Delivery Network Profile
• Findings across channels:
– 1,615 points of service, with over 32,000 FTEs, handling 515 million interactions
per annum
– Staff distribution: mail 54%, telephone 22%, in person 20%, and Internet 5%
– Significant variation in service availability by channel; accessibility to service and
wait times vary between regions and communities
– Significant variation in channel cost: in-person $30 per transaction, mail $20,
telephone $10, Internet less than $1
– HRSD/SD and CRA represent over 60% of transaction volumes
•
Service Delivery performance is highly variable
– with inconsistent use of technology, measurement and reporting difficulties;
departments agree there is significant room for improvement
5
An Enterprise Approach
Areas for collaboration include:
•
•
•
•
•
•
Research-based, citizen-centred to establish a whole-ofgovernment view of client expectations and external service
delivery: points of service, costs and performance;
Vision to improve client satisfaction, realize cost savings, improve
policy outcomes and the accountability and transparency of
government;
Development of an integrated channel strategy to migrate service
loads to more cost-effective channels and self-service options;
Development of frameworks for assessing departmental
performance and cost management, including Key Performance
Indicators for external delivery channels;
Consolidation within departments/ agencies, and partnerships
between departments and jurisdictions;
Consolidation/harmonization of call centres.
6
Performance Measurement
Collaborate to:
• Establish common cost and performance indicators to
facilitate benchmarking, focusing on call centres, inperson, and Internet to support an integrated channel
strategy
• Establish common measurement themes for all
channels; (defining technical measures by channel)
–
–
–
–
–
Access (e.g. service availability, delay to service)
Quality (e.g. accuracy)
Client Satisfaction (based on the Common Measurements Tool)
Agent utilization (e.g. resource/cost measurement)
Take-up (e.g. relative use of self-service and agent support)
• Align Reporting capabilities / enterprise dashboard
– Relationship between cost and performance
– Cost/performance results to guide channel management
7
Key Opportunities
Collaboration on external delivery
• Coordinate with Research Sub-committee to:
– Examine joint client needs, e.g. based on priority segments
– Review potential for alignment of delivery networks, e.g.
mapping points of service
• Establish Working Group to:
– Develop frameworks to guide adoption of shared delivery
platforms, measures and standards for
• collocation of offices, In-person / front-counter operations
• Call centre platforms
• Web services,
– e.g. development of a Cluster Blueprint
– Assist pilot projects to align delivery operations by sharing
research, expertise and lessons learned
8
Key Opportunities (cont’d)
Focus on Enablers: Information Management
•
•
•
Dublin Core – Common metadata standards to support improved
public access to information and services. Potential for increased
coordination.
Content Management Solutions and Metadata Repositories –
sharing common business processes & actual metadata across
repositories.
Develop tools to support information sharing:
– generic agreement models and process templates
– standard clauses for contracts that respect the privacy and security of
personal information (eg. Manage Patriot Act implications)
•
•
Strengthen the Information Management Framework
Develop a pan-Canadian common taxonomy – building on the GoC
Core Subjects Thesaurus
Build enablers for service priorities:
•
Pilot for a shared Change of Address for Business?
9
Discussion
• PSSDC/PSCIOC collaboration: establish joint working
groups to align development of enablers with business
drivers
• Municipal engagement: develop a strategy to effectively
engage the municipal sector, especially in service
alignment projects such as 211, 311
• Collaboration in External Service Delivery
– Working Group to support service reviews, Federal-Provincial
service engagements?
– Working Group to engage on a priority segment, e.g. Seniors
(shared portal, call centre services)?
– Working Group to develop shared standards for external
delivery?
– Working Group to engage in a new priority project, e.g. Change
of Address for Business?
10
11