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Transcript of Register a business make a telephone payment. get a drivers’ licence. get a birth certificate. get...
register a business
make a telephone payment.
get a drivers’ licence.
get a birth certificate.
get married.
pay property tax.
it all starts with one stop.it all starts with one stop.
Single-Window Service DeliveryIn New Brunswick
Service New Brunswick
PSSDC Learning Event
May 14, 2001
• Profile of Service New Brunswick Model• What We’re Doing• How our Model Helps Achieve Mandate• Challenges• What’s in Store in the Future
Outline of Presentation
• Crown Corporation – Managed - commercial basis• Minister responsible – Minister of Investments and
Exports• Board of Directors (10)• Staff – 650 in 35 communities• 4 lines of business:
1. Assessment2. Registries3. Service Delivery4. Land Information and Infrastructure
• Revenues: $47.9 million• Capital Expenditures: $10.2 million
Profile
SNB’s BusinessModel
Customer• Individuals• Business• Professionals• Other consumers of SNB
Services
Front Office Services
•Information•Applications•Registration•Licensing•Referrals
• Permits• Payments• Forms fulfillment• Product sale
Back Office Services• Data creation and management• Material and inventory
management• Distribution• Tracking• Customer information
Business Partners• Provincial departments and
agencies• Municipal governments• Federal departments• Private Firms
Counter Service
Over the Counter
Service Centres in 35 communities. Centres in larger communities offer evening and/or weekend service.
SNB’s 3 channel options
Over the Counter
Centres in 35 communities,
some offering evening and
weekend hours.
Call Centre
• 75 hours per week, Monday to Saturday.
• Smart-routing of calls to
specially trained agents
Web-based
• 24 hours, 7 days a week.
• Highly secure
• Live Customer Support Available
Transactions by Channel
0%
20%
40%
60%
80%
100%
1996-97 1997-98 1998-99 1999-2000 2000-2001
OTC
Call Centre
On-line
Average Monthly Growth by Electronic Service
125%
7% 9%
20%
0%
20%
40%
60%
80%
100%
120%
140%
RPIIS Call Centre Web Site Hits MVR On-line
• Land Titles• Customer Service System• Delivering service for departments,
federal government, municipalities• Business Registry• Over-the-counter more efficient
What we are working on
• Maximum Operational Flexibility• Run as a Business • Financial Stability• Board Direction Progressive/Aggressive• Many Partnerships:
•Business Partners•IT Companies•Other consulting companies
• In Touch with Industry
How Our Model Helps Us Provide Quality Services
• Visibility/Recognition• “Customer Service” philosophy• Don’t Reinvent “back-office” wheel• Separates Policy from Service Delivery• Structure Transparent to Public• Efficiencies/Reusability
How Our Model Helps Us Provide Quality Services
• Arms’ Length but not Out of Reach• Bottom Line Accountability• Link with Government:
•Premier•Minister•Crown Corporation Committee
• Citizen Feedback:•Surveys, Comment Cards, Reaction•Community Advisory Committees•Focus Groups•Sectoral Participation
Accountability/Visibility
• Central Agency Resistance• Tendency to get Drawn Back In• Making our Priorities those of other
Departments• Relationship Building
Challenges
Challenge - Service Delivery
A Difficult Balance
Electronic Service Development
Local Service Outlets