Transcript Business Service Vision and Mapping - ICCS-ISAC

DRAFT
Joint Priority Project #2:
Service Visions and Mapping
Presentation to PSSDC/PSCIOC
Winnipeg, Manitoba, September 28, 2004
By:
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Industry Canada
Ontario Ministry of Consumer and Business Services
DRAFT
Background – What is BTEP?
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Business Transformation Enablement Program (BTEP)
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Business process analysis tool for studying service from the client
perspective
Designed to facilitate client-focused service transformation
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Seamless access to services across departments, jurisdictions
Identify opportunities for bundling, alignment, streamlining and
harmonization
Integration focus -- common and shared services
Why use BTEP?
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Common language: Defines services and provides an awareness of
service delivery from a client perspective
Provides the Big Picture: Method for understanding how services
across departments and jurisdictions impact clients
Guides operations and policy decisions: Identifies service overlaps
and redundancies within and across jurisdictions
Service Transformation: Supports bundling of services and
potential joint delivery of service
DRAFT
Benefits of BTEP
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Client Focus
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Objectivity
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Deconstructs service based on the experience of the client
Focus on client helps to objectively identify service overlaps and
opportunities for streamlining and harmonization
An objective assessment of government’s impact on clients
Policy Analysis
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Understanding service overlaps helps to better understand the
policy context for service.
Examples:
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Regulation (permits and licenses)
Social Benefits (seniors)
DRAFT
Background: How does BTEP work?
If a picture is worth a thousand words, then a business model is worth a
thousand pictures.
TBS BTEP Synopsis, 2004
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Four basic tools
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Government Strategic Reference Model (GSRM)
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Public Sector Business Model (PSBM)
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Puts GSRM in context of governance and performance measurement
Transformation Framework
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A shared language for describing service
Fields for service deliverers and service receivers
19 generic terms for types of client outputs (interventions, periods of
permission, findings, etc.)
Scopes the “as is” and “to be” views of service delivery
Helps define the service architecture and provides the map for change
Vision, Opportunities, Business Cases
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Service visions build on the previous three tools to define the end-state
for service transformation and fuel the identification of opportunities
and the development of business cases.
DRAFT
Example: Halton Project
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Application of BTEP to starting a restaurant in Halton
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Goals
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Test the BTEP methodology and report on success
Lay a foundation for further mapping
Identify possible opportunities for horizontal collaboration
Involved federal, provincial, and municipal representatives
Mapped all of the government services that could be
required to start a restaurant in Halton
DRAFT
Halton Project Commitment
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Considerable investment of time and expert knowledge, involving key staff from all
three levels of government
Mapping process is labour intensive – requires up-front commitment and shared goals
Information on implementing BTEP is limited, but high degree of expertise is required
Workshops / Time Investment
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Workshop 1 = 2.5 days, Oct 21-23, 2003
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Purpose: scope work and develop ‘as
is’ model of services (in Ottawa)
Workshop 2 = 2 days, Dec 9 &10, 2003
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Purpose: alignment exercise leading to
catalytic opportunity identification (in
Halton)
Workshop 3 = 2 days, Jan. 13 & 14,
2004
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Purpose: scope catalytic opportunities;
develop ‘to be’ models and strategy
statement (in Toronto)
DRAFT
Halton Project – Results
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The BTEP process identified:
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Areas of overlap among jurisdictions or service areas
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Common service outputs by jurisdiction and type
Alignment opportunities included:
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Alignment of information services at key points
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Alignment of service delivery in key areas
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Common client information, registration
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Common compliance and monitoring
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Pros
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Very powerful suite of tools and procedures
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Participants found that the BTEP process made sense
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BTEP brings together disparate programs and services and considers them in a
standardized way
Cons
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Highly complex process
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Limited support and resources for applying the methodology
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Difficult to document and standardize the communication of process outcomes
because of the diversity of tools required.
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DRAFT
Ongoing Projects - BizPaL
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BizPaL Permits and Licenses Project
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Has been developed based on service
mapping
Has used the BTEP methodology in six
jurisdictions to map permit and license
services
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Mapping by industry sector – client focus
Mapping according to consistent
definitions – industry classification codes
Mapping according to common
understandings – shared definitions of
service activities
BizPaL will use BTEP in development
and the ongoing engagement of new
partners
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An experiment in BTEP
Opportunity to continue advising Joint
Councils of successes in implementation
Bed and Breakfast Permits and Licenses
Business/Service Process Points
DRAFT
When is BTEP most useful?
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Focused assessment of a perceived opportunity
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Focused assessment of the service outputs to a client
segment
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Review service delivery in an area where departments or
jurisdictions feel that they can bundle or streamline
Review of client service outputs and delivery systems to a
specific client segment (ie: start-up businesses, seniors)
Focused assessment of a shared function
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Review of client outputs and service delivery in a specific
area of servcie (ie: permits, incorporation, transport)
DRAFT
What environmental factors are needed?
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An understanding of the implications and a
commitment to the outcomes
Support from champions
Support from a policy agenda and acceptance of
policy implications or an operational imperative
Possibility for consensus on change among
stakeholders
DRAFT
What could help in the future?
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Access to BTEP expertise and knowledge
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A common set of tools, including reporting tools
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Consensus on such issues as the depth of application
required to identify opportunities
A clearinghouse of BTEP information and analyses
DRAFT
Possible Next Steps
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Form a working group or sub-committee tasked with
exploring shared needs for BTEP resources
Develop a 12 month work plan
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Identify goals
Identify and assemble resources/assets
Identify needs
Prepare a proposal for implementation for approval and
resource allocation