Inclusion and Egovernment Services: Case Study on Services Experience from Ontorio, Canada: By Ms....

ICT for Effective Urban Governance

and Service Delivery in India

Inclusion and E-Government Services:

The Experience of Ontario, Canada

Joan McCalla

Director and Distinguished Fellow

Internet Business Solutions Group (IBSG)

Cisco Systems

June 23, 2011

[email protected]

mailto:[email protected]

About Ontario

~ 40% of Canada’s population at

>13 million

Geographically dispersed;

linguistically and ethnically

diverse

Ontario Government: ~60,000

employees; 25 ministries, plus

many agencies, boards,

commissions

444 municipalities (cities, towns,

villages, counties, townships)

Canada’s governance model is similar to India’s

• Constitution defines separate and overlapping roles for federal and

provincial governments

• Federal roles: defense, immigration, international trade,

airports, ports, etc.

• Provincial roles: health, education, highways, vehicles,

municipalities, etc.

• Both: police, employment/labour, taxation

• Municipalities are created and given their roles by the provinces

• roles generally include urban planning and management; land

registration, municipal roads; water; electricity; traffic

management; permits and licensing of commercial businesses;

property tax; public housing; municipal police; parks, culture and

recreation; libraries, etc.

E-Services Contribute to Broader Government Goals

• improved service delivery to the public and to businesses

• increased efficiency for government

• increased effectiveness (improved outcomes)

• open and accountable government

• increased public engagement

Improved service delivery to the public and to

businesses includes:

• inclusiveness (access, useability and affordability)

• multi-channel (Internet/Web, telephone, mail, in-person)

• integrated and seamless

• horizontally across departments

• vertically across levels of government

• measured through performance measures, surveys and feedback

Working Together

• Canadian jurisdictions work together in many formal and

informal ways:

• Federal/Provincial/Territorial/Municipal Council of CIOs

• F/P/T/M Service Delivery Council

• Institute of Citizen Centred Services (ICCS)

• Municipal Information Systems Association (MISA)

• Lac Carling Annual Conference

• Cooperation on specific initiatives (e.g. registering births

and deaths; seniors; etc.)

Measurement is Important

Achieving Access and Inclusiveness

• maintaining multiple channels including telephone, mail and over

the counter services

• no extra fees for electronic services (unless higher levels of

service selected; e.g. rush services)

•providing training, public access terminals and free wireless at

public libraries and community centres

• many municipalities have invested in community wireless and

broadband

• encouraging public feedback, input and engagement

• seeking input from front line staff, training and service standards

for employees

• now (after several years) offering service delivery guarantees

Other Jurisdictions are Going Further: Personal and

Proactive Services

• Personal web page with your information and services

• Government completes tax “paperwork” in many European

countries for confirmation of taxpayers

• Many governments now using mobile technologies and social

networking sites to provide time-sensitive information (e.g. road

closures, evacuation routes, school closures)

Applying the New Paradigm to Service Transformation

The Future: Changing the Service Paradigm

• From information to transactions to two-way communication• From siloed and single channel to full multi-channel integration,

including mobile• From information in locked silos to open sharing and re-use• From „One Window‟ to „No Wrong Door‟ to individualized and

location specific• From reactive to responsive to proactive• From one way delivery to collaboration and co-production• From government in central control to government as facilitator

and orchestrator

Supported by anytime/anywhere/any device connectivity and virtually unlimited access to information and advice tailored to individual preferences, needs and location

http://www.patientslikeme.com/

Lessons from Ontario for Indian Cities

• give visible priority to service improvement

• citizen-centred („outside in‟) approach is fundamental

• new “front end” service organization is one approach to focus

attention and limited resources

• performance targets (especially client satisfaction), policies and

standards used to guide separate yet related actions

• enterprise approach to information and ICT enabled the change

• early steps provide platform for further improvement (e.g. 311

knowledge base)

• metrics and measurement to assess progress

• break things down into manageable projects with clear priorities

and milestones

think big, start small, scale fast

Questions and Discussion

Inclusion and Egovernment Services: Case Study on Services Experience from Ontorio, Canada: By Ms....

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