Post on 20-Jan-2016
description
Government to Citizen Electronic Service Delivery and Strategies
for Government Portals: BizPaL
Guylaine Brunet & Alec Lumsden
Industry Canada
E-Gov Forum & Expo August 30, 2005
2005 e-Gov Forum2
OverviewOverview
What is BizPaL?
The client need
Partner governments
What the client sees
System diagram
Lessons Learned
2005 e-Gov Forum3
What is BizPaL?What is BizPaL?A Shared On-Line Tool for Licenses and Permits
On-line tool providing information on licenses and permits• Organized by business line• Arranged by permit/license work flow
Directs businesses to jurisdictional information on the licences and permits needed to start and manage their enterprises
A CollaborationFeb 2003: Forum involving all provinces and territoriesProof of concept developed with provinces and municipalities19 provincial and municipal governments contributed to BizPaL GOL Business CasePilot Project participants: Yukon, Whitehorse; BC, Kamloops; Manitoba, Winnipeg; Ontario, Halton Region, Milton, Halton HillsIn discussion: Manitoba, Saskatchewan, Ottawa
GoalsReduce burden of compliance by:
• Improving Cross-Jurisdictional Collaboration in Service Delivery
• Streamline permit and license services for businessesHelp support broader transformation of compliance requirementsLay foundation for expanded service (transactions)Increase coverage from Permits and Licences to other regulationsExpand to new partner governments
2005 e-Gov Forum4
Government Service to BusinessGovernment Service to Business
Service to Business • 2 million entities, 98% with less than 100 employees• Extensive use of intermediaries to interact with government• Regular interaction with government• Most interactions relate to compliance (eg: tax, customs, patents, transport)• Work with all three levels of government• Strong use of all channels: in-person, phone, mail, and on-line (most popular)
Key Issue• Reducing burden/cost of compliance for business and streamlining access to
programs across governments
2005 e-Gov Forum5
Client Experience – Start-upClient Experience – Start-upMunicipal Program(s)
Regional Program(s)
AGCO
LCBO
Tax Revenue Division
Socio-Economic Development-plan a succesful business(need to assist them with their business planning,EX, find a suitable location)(need for sector analysis, Statistical data (stats can)Socio-Economic Development-meet gov't requirements in a cost effective manner(Understanding GOV requirements, EX checklist)(reduce/eliminate time required to meet Govrequirements by directing them to various permitsand licenses needed for their endeavor)
(inform them of risk of non compliance)
Socio-Economic Development-maintain competitiveness
(need to defend trademark rights)
Natural Resources-supply clean water
Environment Protection-waste management
Environment Protection-comply with environmental regulations
Public Health-comply with public health regulations
Natural Resourcesconform to protected species regulations
Legal, Collective, Democratic & Human RightsProtection
-Managing personal liability risk
Legal, Collective, Democratic & Human RightsProtection
-comply with human rights
Social Development-comply with accessibility rules
Public Safety-police, fire, ambulance needs for safe
infrastructure, roads, lights etc.
Public Safetymeet and maintain worker safety, fire, building and
health inspections
Justiceaccess to fair hearings for claims recourse
GOV Financial Management Services-comply with tax obligations, pay taxes
Restaurant Owner
P Corporate TaxRegistration Service
Corporate Income TaxAccount
P Retail Sales TaxRegistration Service
Retail Sales Tax Account
P Employers Health TaxService
EHT Account
Meet obligation to payemployer health tax
BTEP Program Service Alignment Model – New Business Startups (Restaurant Owners)
Goods and Services Tax (GST)
F Goods and Services TaxService
Goods and Services TaxAccount
Targeted Wage Subsidy Program(HRDC)
F HRDC Targeted WageSubsidy Service
Targeted Wage Subsidy
Canada Small Business Financing(CSBF) Program
F Canada Small BusinessFinancing Service
Small Business Financing
Community Futures DevelopmentCorporations (CFDCs)
F Community FuturesDevelopment Corporations
(CFDCs) Service
Northern CommunityFinancing
Statistics Canada
F Statistics Service
Statistical information
Federal Business Incorporation
F Federal IncorporationService
Federal IncorporationRegistration
Canadian Intellectual Property Office
F CIPO trademarkprotection service
Trademark registration
Business Number
F Business Number Service
Business NumberRegistration
Consumer Products and Labelling
F Consumer Productsand Labelling Service
Consumer Products andLabelling standards and
regulations
COBSC
F COBSC informationservice
COBSC Information forbusinesses
Aboriginal Business Canada
F ABC grants andcontribution service
Aboriginal Business grantsand contributions
Business Development Bank of Canada(BDC)
F BDC Loan GuaranteeService
Loan guarantee
Canada Pension Plan (CPP)
F Canada Pension Plan(CPP) Service
Canada Pension Plan (CPP)account
hiring and firing flexibility
don't have to providea private pension plan
sufficient capital to start
sufficient capitalto start
eases thefinancial burden
sufficient capital to start
sufficient capitalto start
ability to domarket research
protection fromcorporate liability
single access point to informationon federal and provincialprograms, services and
regulations to start a business
comply with tax obligations GST rebates
protection from liability
AGCO
F AGCO informationservice
AGCO information servicesfor businesses
Assistance withbusiness planning
single access point to information aboutfederal and provincial programs, services
and regulations to start a businessAdvice regarding various government requirements
protection from public safety liability
Employment Insurance (EI)
F Employment Insurance(EI) Service
Employment Insurance (EI)account
M Publicationssubscription service
M Publications
M Minor Variance service
M Minor Variance
M Land Severance service
M Land Severance
M BIA designation service
M BIA designation
M Road entrance permitservice
M Road entrance permit
M Bingo License Service
M Bingo License
M Raffle License Service
M Raffle License
M Break Open TicketSeller License Service
M Break Open Ticket SellerLicense Service
M Heritage propertyalteration approval service
M Heritage property alterationapproval service
M Fine Collection
Collected fine
M Occupancy Permitservice
M Occupancy Permit
M Building permit service
M Building permit
M Sign Permit service
M Sign Permit
M Site Alteration Permit
M Site Plan Alteration Permit
M Road excavation permitservice
Road excavation permit
M Business license service
M Business License
M Site Plan Applicationservice
M Site Plan approval
M Re-zoning service
M Re-Zoning
M Property Tax service
M Property tax account
P Liquor Control Board ofOntario Supply Service
P Liquor Control Board ofOntario Supply
OLGC
P Ontario Lotteryand Gaming CorporationProduct Seller Contract
Service
P Ontario Lottery and GamingCorporation Product Seller
Contract
MEDT
P Education and TrainingService
Entrepreneurial SkillsDevelopment Course
P Information Services
Ontario Business Report
P Investment and KeyAccount Service Advisory
Service
Investment Advice
P Capital FinancingInformation Service
Capital Financing Information
P Business DevelopmentAdvice Service
Small Business Advice andGuidance
Companies Personal Property & Security Branch
P Business NameRegistration Service
Business Name Registration
P Incorporation Service
Incorporation Registration
P Partnership RegistrationService
Partnership Registration
Assistance withbusiness planning
Assistance withbusiness planning
Advice regarding variousgovernment requirements
Advice regarding variousgovernment requirements
Advice regarding variousgovernment requirements
Advice regarding variousgovernment requirements
Assistance withbusiness planning
Value is:…….limits personal liability and creates business structure
Can limit personalliability and createsbusiness structure
provides taxadvantages
Workers Safety & Insurance Board
P Worker Safety InsuranceBoard Registration Service
P WSIB Account
Advice regarding how to operatea safe working environment
Contributes to insurance plan
ORC
P Ontario RacingCommission Teletheatre
License Service
P Ontario RacingCommission Teletheatre
License
Provides a framework that restricts competitors
from operating illegallyand a framework forcomplying with the
regulations in the future
P Liquor License Service
P Liquor License Permit
P Break Open TicketRegistration Service
P Break Open Ticket 3rdParty Seller Registration
P Slot Facility RegistrationService
P Slot Facility Registration
P Break Open TicketLicense Service
P Break Open Ticket CharitySeller License
P Bingo Hall RegistrationService
P Bingo Hall Registration
P Bingo Event LicenseService
P Bingo Event License
P Raffle License Service
P Raffle License
P Exempt GamingRelated Supplier
Registration Service
P Exempt Gaming RelatedSupplier Registration
P Key EmployeeRegistration Service
P Key Employee Registration
P Non-Gaming RelatedSupplier Registration
Service
P Non-Gaming RelatedSupplier Registration
protection from corporate liability
WSIB tribunal moderates claims
Provides a framework that restricts competitors from operating illegally as well as providing themwith an assurance of initial compliance and a framework for complying with the regulations in the future
Provides a framework that restricts competitors from operating illegally as well as providing them with an assurance of initial compliance and a framework for complying with the regulationsin the future
access to goods tosell to customers
Assistance withbusiness planning
Assistance withbusiness planning
Advice regardingvarious government
requirements
protection fromunfair competition
Provides a framework for restricting access to a registration, and sanctioning competitors operating outside the law
Access to goodsto sell customer
Insurance against workplace mishaps
Permission tocollect and remitretail sales taxMeet obligation to
file tax returns
Provincial / Regional Program
P/R Talk to me service
P/R Talk to me session
providesknowledge &
understanding ofprocess
UnderstandingGOV requirements
P/R Ontario Works - HaltonPlacement service
P/R Ontario Works - HaltonPlacement
R Publicationssubscription service
R Publications
R Business library service
R Access to businesspublications
R Healthy Heart menuevaluation service
R Healthy Heart certificate
R Site SelectionAssistance service
R Site Selection Assistance
R Access toProfessionals service
R Professional businessadvisor
R Small BusinessSeminar Service
R Small Business Seminar
R Referral to professionaladvisor service
R Referral to professionaladvisor
R Access to businessadvice service
Business advisor
R Water/Sewer connectionpermit service
R Water connection permit
R Storm Sewer connectionpermit service
R sewer connection permit
R Road entrance permitservice
R Road entrance permit
R Garbage & Recyclingpickup evaluation service
R Garbage & Recyclingpickup ruling
R Health permit service
R Health Permit
R Food Handling SafetyCourse service
R Food Handling SafetyCourse certificate
R Road excavation permitservice
R Road excavation permit
R Floor Plan & EquipmentLayout Approval service
R Floor Plan & EquipmentLayout Approval
easier tointerface
withgovernment
enhances business success
providesknowledge &
understandingof processof business
needs
legal protectionof tradename
providesknowledge &
understandingof GOV
requirements
provides knowledge& understanding ofGOV requirements
enhances business success by providing the necessaryinformation to help entrepreneur make an informed decision
provides knowledge andunderstanding of
legal and human rights
provides knowledge &understanding of process
how to sustaincompetitiveness
provides knowledgeand understandingof process waste
management
provides knowledge &understanding of process to comply
with environmental regulation
provides knowledge & understanding of process
protection from public health liability
Obtain potable water
Meet potable water standards
Guarantees access towaste water removal
Guarantees accessto potable water
Eliminates waste water hazard
Safe treatmentof waste water
Safe treatmentof waste water
Meet potable water standards
Removal of waste water
Ensureswaste
disposal needs
/ requirementsare met
Ensures wastedisposal needs/
requirementsare met
Ensures waste disposal needs/ requirements are met
Ensuressafe
access toproperty
Ensures compliancewith accessibility legislation
Ensures publicaccess to business
Facilitates hiring ofqualified staff
Facilitates hiring ofqualified staff
Guaranteespublic accessto restaurant
business
provides informationto reduce risk
Ensures floor plan/equipmentlayout meets health regulations
Ensures floor plan/equipmentlayout meets health regulations
Ensurecompliancewith HealthDepartmentregulations
Ensures changes to roads meetstandards for safe infrastructure
Ensures changes toroads meet standardsfor safe infrastructure
Ensures compliance withHealth Dept regulations
Ensures all signs meetsame set standards
Provides businessplanning information
Can proceed withmodifications to
improve business
Enhancesbusinesssuccess
Severanceprocessinitiates
assessmentprocess
Ensuresmembers indesignatedareas pay
appropriateBIA levies
Ensurescom/ind
pays correctproperty tax
Ensurebusiness
leviedappropriate
tax rates
Competitors areregulated
Ensures propertyowners aware of
heritage standardsand requirements
Dischargeof
obligation
EnsuresHealth Deptinformed ofall operatingbusinesses
Provides a framework that restricts competitors from operating illegally as well as providing themwith an assurance of initial compliance and a framework for complying with the regulations
in the future and provides the public with confidence in the integrity of their business
Provides a framework for restricting access to a registration,and sanctioning competitors operating outside the law
A trigger for assessmentprocess for Ministry of Rev
Assessment processinitiated with building permit
Ensures all building code issues are addressed and complied with
Ensures business is in correct location
Ensures all building codeissues are addressed
and complied with
Ensures all building codeissues are addressed
and complied with
Ensures all traffic /services/ health
issues for complianceare identified
Ensures business isin correct location
Ensure gradechanges don’t
affectdrainage
Guarantees publicaccess to
restaurant business
Ensures changes to roads meetstandards for safe infrastructure
Ensures safe accessto property
Ensures culverts andfill to standard
Ensures public access to business
Ensurescompliance
withaccessibilitylegislation
Federal Program(s)
Provincial Program(s)
IC PSAM v0.4 2003.12.08.vsd
Despite efforts to streamline and reduce red-tape, recent service mapping has indicated that clients continue to experience a complex and overlapping service environment.
Jurisdictional Outputs
Municipal service outputs
Regional service outputs
Provincial service outputs
Federal service outputs
2005 e-Gov Forum6
BizPaL Pilot Partners
2005 e-Gov Forum7
Clients’ view of BizPaL
Select your Industry Sector…
Answer some simple questions…
Receive a customized list of permits and licenses…
Ready
Go to your entry point …
Access
Go!
Set
2005 e-Gov Forum8
BizPaL System DiagramBizPaL System Diagram
XML schema BizPaL
JurisdictionsSectors
Permit & Licence infoQuestions
Business Process Wizard
Admin module
Inquiring client on web
Govt staffbuild business
process maps for
each jurisdiction
Current procedures and authority recorded
BizPaL service available from multiple websites
Web s
erv
i ces
2005 e-Gov Forum9
Administration Module: UI and Functions
Jurisdictions: distributed control – centralized hardware
Managing Permits & Licence information
Managing Industry Sector Configurations
Approving Industry sector configurations and the structure of cross-jurisdictional cooperation
Publishing across multiple governments
Other administration functions and roles
2005 e-Gov Forum10
# 9 - Consultation
Consultation with key stakeholders (open forum)
Provide high level vision
Build prototype
Seek views, interest and engagement from stakeholder provincial/territorial, municipal and other federal departments
Be transparent about participation and sustainability
2005 e-Gov Forum11
#8 - Business Case
Develop a Strong Business Case
Based on a client stated needs
Analysis and research of similar project in other counties
Needs validated by BTEP exercise
Source: Joint Forum Survey of 710 Businesses
What would help your business better comply with regulations?
1. Reduce Existing Regulations2. Reduce the total number of
regulations3. Make business owners aware of
regulations4. Improve Government customer
services5. Provide examples of what constitutes
compliance
2005 e-Gov Forum12
#7 - Government Priorities
Align with government priorities
Paper Burden reduction
Smart Regulation
Competitiveness
Measure impact of service on Paper Burden
» Risk of non-compliance – complex environment and poor information can increase risk of involuntary non-compliance
» Unclear requirements, interpretation, and enforcement can lead to inadvertent errors in compliance and reporting
»Small business disproportionately impacted>Lack of resources - effort required to understand regulatory requirements detracts from business activities>Diversion of resources potentially undermines the productivity and competitiveness of small firms>2001 – CFIB survey identifies regulatory burden as highest priority for small business after tax burden and EI
2005 e-Gov Forum13
#6 - Collaboration
CollaborationPartners participate in requirements gathering (buy-in)
Involved in any and all decisions (engagement)
Partners retain ownership of data (responsible & accountable)
Recognize and engage early adopters
*
*
*
2005 e-Gov Forum14
#5 - Branding, Federal Identity & CLF
Branding, Federal Identity Program and Common Look and Feel
Use solution that minimize challenges (web-services)
Work within guidelines but be prepared to be flexible
Involve key players early (TBS, legal, etc)
2005 e-Gov Forum15
#4 - Technology
Technology SolutionKeep the Solution Simple
Provide solution to meet the need of all existing and potential partners
• From technically savvy to basic capabilities
Keep it low-cost, any costs can be prohibitive to some partners
Web services & In-line frames
2005 e-Gov Forum16
#3 - Governance
Governance StructureDevelop trust – takes time
Owned by the consortium
Keep it simple
• Partners agree to existing structure until it doesn’t work
Representation from each partner
• Senior and manager levels
Define Roles and Responsibilities
Collectively Owned Independent Legal EntityCollectively Owned Independent Legal Entity
SecretariatSecretariat
BizPaLPartners
BizPaLCentral Unit
BizPaLCentral Unit
BizPaLManagerBizPaL
Manager
Deputy MinisterDeputy Minister
Advisory Board
Advisory Board
BizPaLShareholders or Members
BizPaLCentral
Unit
BizPaLCentral
Unit
BizPaLManagerBizPaL
Manager
Board of DirectorsBoard of Directors
Privately Owned Legal EntityPrivately Owned Legal Entity
BizPaLClients
BizPaLClients
BizPaLClients
BizPaLCentral
Unit
BizPaLCentral
Unit
Contracts
Potential Evolution of Structural FrameworkPotential Evolution of Structural Framework
Today Possible Long-Term
2005 e-Gov Forum17
#2 - Funding
Funding Agree to terms earlyCost share based on size of partnerSeed funding
• enough funds to ensure appropriate governance is in place
Minimize centralized activities to keep costs low
• Efficiency• survival
Agree on cost formulas to decrease cost over time
Step 2. P/T passes on appropriate amounts to respective partner
Resources for National Shared
Functions
Resources for National Shared
Functions
National BizPaL Secretariat
Federal Government
Provinces and Territories Municipalities
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for P/T Shared Functions
Resources for P/T Shared Functions
Services and functions leveraged by all Partners
Services and functions leveraged by all Partners within the respective
Province or Territory
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Federal Portion of National
Shared
Federal Portion of National
Shared
P/T Portion of NationalShared
P/T Portion of NationalShared
Portions determined by national cost-sharing formula.
$$
$$
Portion of NationalShared
Portion of NationalShared$$
Portion of P/TShared
Portion of P/TShared
$$
Amounts determined by each province’s own cost-sharing formula.
Municipalities Portion of NationalShared
Municipalities Portion of NationalShared$$
Step 1. National passes on appropriate amounts to respective partner
Resources for National Shared
Functions
Resources for National Shared
Functions
National BizPaL Secretariat
Federal Government
Provinces and Territories Municipalities
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for P/T Shared Functions
Resources for P/T Shared Functions
Services and functions leveraged by all Partners
Services and functions leveraged by all Partners within the respective
Province or Territory
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Federal Portion of National
Shared
Federal Portion of National
Shared
P/T Portion of NationalShared
P/T Portion of NationalShared
$$
$$
Municipalities Portion of NationalShared
Municipalities Portion of NationalShared$$
Amounts determined by national
cost-sharing formula.
Note National amounts for municipalities within P/T jurisdiction passed on to P/T
Step 2. P/T passes on appropriate amounts to respective partner
Resources for National Shared
Functions
Resources for National Shared
Functions
National BizPaL Secretariat
Federal Government
Provinces and Territories Municipalities
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for P/T Shared Functions
Resources for P/T Shared Functions
Services and functions leveraged by all Partners
Services and functions leveraged by all Partners within the respective
Province or Territory
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Federal Portion of National
Shared
Federal Portion of National
Shared
P/T Portion of NationalShared
P/T Portion of NationalShared
Portions determined by national cost-sharing formula.
$$
$$
Portion of NationalShared
Portion of NationalShared$$
Portion of P/TShared
Portion of P/TShared
$$
Amounts determined by each province’s own cost-sharing formula.
Municipalities Portion of NationalShared
Municipalities Portion of NationalShared$$
Step 1. National passes on appropriate amounts to respective partner
Resources for National Shared
Functions
Resources for National Shared
Functions
National BizPaL Secretariat
Federal Government
Provinces and Territories Municipalities
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for P/T Shared Functions
Resources for P/T Shared Functions
Services and functions leveraged by all Partners
Services and functions leveraged by all Partners within the respective
Province or Territory
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Resources for Own Partner
Functions
Federal Portion of National
Shared
Federal Portion of National
Shared
P/T Portion of NationalShared
P/T Portion of NationalShared
$$
$$
Municipalities Portion of NationalShared
Municipalities Portion of NationalShared$$
Amounts determined by national
cost-sharing formula.
Note National amounts for municipalities within P/T jurisdiction passed on to P/T
2005 e-Gov Forum18
# 1 - Process Mapping
Process Mapping
Provide the information necessary to understand the solution requirement
Mapping is essential for understanding gaps, overlaps, and duplication
Mapping can yield immediate results for information services – As Is State
Mapping points the way for long-term alignment – To Be State
Provides the information necessary to get to Service Transformation
Tourism BC (BC)Ministry of Public Safety and Solicitor General (BC)
BC Safety Authority (Prov)Building Inspection Division (Kam)
Development & Engineering Services
(Kam)
Client
Apply for Business Licence
Process Business Licence Application
Apply for Building Permit
Apply for Plumbing Permit
Process Building Permit Application
Check Zoning Regulations
Gather Supporting Documentation
Gather Site Plans & Building Plans
Doing Construction?
[Yes]
[No]
Apply for Electrical Permit
Apply for Gas Permit
Apply for Earthworks Permit
Apply for Access Permit
Process Plumbing Permit
Process Electrical Permit
Process Gas Permit
Process Earthworks Permit
Process Access Permit
Serving Liquor?
Apply for Food Primary Liquor Licence
[Yes]
Process Food Primary Liquor Licence
Swimming Pool?
[No]
Apply for Swimming Pool Permit
[Yes]
Highway Sign?
Apply for Approved Accommodations Program Permit
[Yes]
[No]
Process Swimming Pool Permit
Process Approved Accommodations Program Permit
Apply for Plumbing Permit
Apply for Electrical Permit
Apply for Gas Permit
Process Plumbing Permit
Process Electrical Permit
Process Gas Permit
[No]
Bed and Breakfast Permits and LicensesBusiness/Service Process Points
2005 e-Gov Forum19