Improving Service Through Improving Service Through Single-Window Delivery Single-Window Delivery

Ralph HeintzmanRalph HeintzmanAssistant SecretaryAssistant Secretary

Service and InnovationService and InnovationGovernment of CanadaGovernment of Canada

Outline of the PresentationOutline of the Presentation

Objective of the learning eventObjective of the learning event

Setting the context Setting the context

Approaches to single-window Approaches to single-window service deliveryservice delivery

Key issues for referenceKey issues for reference

The opportunities aheadThe opportunities ahead

Objectives of the Objectives of the Learning EventLearning Event

Focus on “whole of government” Focus on “whole of government” single-window service deliverysingle-window service delivery

Explore:Explore:– The different approaches to single-The different approaches to single-

window service deliverywindow service delivery

– Common issues and challenges Common issues and challenges

– Good practicesGood practices

Single Window Service: Single Window Service: A World-Wide PhenomenonA World-Wide Phenomenon

Service CanadaServices for You

Citizen NeedsCitizen Needs&&

ExpectationsExpectations

Citizen NeedsCitizen Needs&&

ExpectationsExpectations

Business Needs Business Needs & Expectations& Expectations

Business Needs Business Needs & Expectations& Expectations

Catalysts for ChangeCatalysts for Change

ResourceResourceConstraintsConstraints

ResourceResourceConstraintsConstraints

IntergovernmentalIntergovernmentalCo-operationCo-operation

IntergovernmentalIntergovernmentalCo-operationCo-operation

Modern Modern government is government is

one-stop governmentone-stop government

Modern Modern government is government is

one-stop governmentone-stop government

TechnologyTechnologyTechnologyTechnology

Private SectorPrivate SectorInnovationInnovation

Private SectorPrivate SectorInnovationInnovation

Global Global CompetitivenessCompetitiveness

Global Global CompetitivenessCompetitiveness

Why is Single-Window Why is Single-Window Service Important?Service Important?

Citizens and business want itCitizens and business want it

Service experience influences Service experience influences their view of governmenttheir view of government

Government must be citizen-Government must be citizen-centred - designed from an centred - designed from an outside-in perspective, not outside-in perspective, not inside-out inside-out

Simple Concept….Simple Concept….Complex BusinessComplex Business

Single-window service has simplicity as its aim - Single-window service has simplicity as its aim - but is a complex business in realitybut is a complex business in reality

There are a wide range of approachesThere are a wide range of approaches

Key focal points for comparison - Key focal points for comparison - Organizational Approaches (virtual/collaborative, Organizational Approaches (virtual/collaborative,

utility, departmental)utility, departmental)

Channel Management StrategiesChannel Management Strategies

Strategic DirectionsStrategic Directions

Government of CanadaGovernment of Canada

One-stop strategies for One-stop strategies for business and citizensbusiness and citizens

Collaborative / Virtual Collaborative / Virtual organizational approachorganizational approach

Multi-channel integrationMulti-channel integration

On-line target - 2004On-line target - 2004

Service CanadaServices for You

Canada - Canada - Provincial GovernmentsProvincial Governments

Most have single-window approachesMost have single-window approaches

One-stop strategies for business and citizensOne-stop strategies for business and citizens

Range of organizational models: Range of organizational models:

Utility: Utility: Service New Service New Brunswick; Brunswick; BC BC AgentsAgents

Departmental: Departmental: Ontario Ministry of Ontario Ministry of Consumer and Consumer and Business Services; Business Services;

Service Nova Scotia Service Nova Scotia and and Municipal RelationsMunicipal Relations

United States -United States -Federal GovernmentFederal Government

Promotion of single-window and Promotion of single-window and integrated service across federal integrated service across federal public service public service

E-channel / telephone approach E-channel / telephone approach to one-stop accessto one-stop access

In-person delivery at local levelIn-person delivery at local level

GOL Target - 2003GOL Target - 2003

United States -United States -State GovernmentsState Governments

Many have one-stop service for Many have one-stop service for citizens and business citizens and business

Major emphasis on e-channel - Major emphasis on e-channel - but many state governments have but many state governments have e-channel / telephone channel e-channel / telephone channel linkageslinkages

In-person strategies commonly In-person strategies commonly driven at the community or driven at the community or department leveldepartment level

AustraliaAustraliaFederal GovernmentFederal Government

One-stop strategies for business and One-stop strategies for business and citizenscitizens

Government Information Centre Government Information Centre provides Internet and Call Centre access provides Internet and Call Centre access portals - virtual/collaborative modelportals - virtual/collaborative model

Centrelink - departmental / utility model - Centrelink - departmental / utility model - provides multi-channel delivery network provides multi-channel delivery network

GOL Target - 2001GOL Target - 2001

AustraliaAustraliaState GovernmentsState Governments

Many state governments have Many state governments have single-window service single-window service

A multi-channel approach is A multi-channel approach is commoncommon

Linkages between Federal and State Linkages between Federal and State government single windowsgovernment single windows

A use of various organizatonal A use of various organizatonal approaches - virtual / collaborative approaches - virtual / collaborative approach commonapproach common

United KingdomUnited Kingdom

Commitment made to “join up” Commitment made to “join up” governmentgovernment

Central agency leadership for Central agency leadership for service improvementservice improvement

E-channel a key priorityE-channel a key priority

Leadership at local level for one-Leadership at local level for one-stop accessstop access

GOL Target: 2005GOL Target: 2005

Other GovernmentsOther Governments

SingaporeSingapore

Infocomm 21Infocomm 21

Ecitizen portal Ecitizen portal

Government Forms Service and ShopfrontGovernment Forms Service and Shopfront

NetherlandsNetherlands

Public Counter 2000 (OL 2000)Public Counter 2000 (OL 2000)

Other jurisdictions exploring the single window concept include: Other jurisdictions exploring the single window concept include: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Spain Austria, Belgium, Denmark, Finland, France, Germany, Italy, Spain and Swedenand Sweden

Organizational Approaches andOrganizational Approaches andChannel StrategiesChannel Strategies

Single Channel

Virtual

Multi-Channel

Utility Departmental

Gov’t of Canada

NewBrunswick

Ontario

Nova Scotia

BCAgents

Alberta

AccessPEI

Key IssuesKey Issues Responding to Citizens’ Needs and ExpectationsResponding to Citizens’ Needs and Expectations

Channel Management and IntegrationChannel Management and Integration

Service ClusteringService Clustering

MandateMandate

– Mandatory versus optionalMandatory versus optional

– Government On-lineGovernment On-line

Investment or rationalization approachInvestment or rationalization approach

Role: information / communications or service deliveryRole: information / communications or service delivery

Political Support / ChampionshipPolitical Support / Championship

Partnership ManagementPartnership Management

Governance / AccountabilityGovernance / Accountability

““Turf Protection”Turf Protection”

Cost Recovery / ResourcingCost Recovery / Resourcing

Program Design / Delivery DivideProgram Design / Delivery Divide

Intergovernmental PartnershipsIntergovernmental Partnerships

Public / Private PartnershipsPublic / Private Partnerships

Visibility / Recognition Visibility / Recognition

Operational Issues - HR, TechnologyOperational Issues - HR, Technology

Key Issues (Cont’d)Key Issues (Cont’d)

The Opportunity is Ours….The Opportunity is Ours….

Technology is making possible:Technology is making possible:

service integration to create value-added servicesservice integration to create value-added services

improved convenience for citizensimproved convenience for citizens

extended reach of Governmentextended reach of Government

Innovation and collaboration is flourishing Innovation and collaboration is flourishing across the public sectoracross the public sector

More progress can be made by sharing best More progress can be made by sharing best practices and lessons learned practices and lessons learned

Improving Service Through Improving Service Through Single-Window Delivery Single-Window Delivery

Ralph HeintzmanRalph HeintzmanAssistant SecretaryAssistant Secretary

Service and InnovationService and InnovationGovernment of CanadaGovernment of Canada