Regulatory Craft Conference November 21, 2007. Agenda Access Nova Scotia Context Integrated Service...
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Transcript of Regulatory Craft Conference November 21, 2007. Agenda Access Nova Scotia Context Integrated Service...
Agenda• Access Nova Scotia Context
• Integrated Service Delivery
• Successes and Opportunities
• CFIB - BizPaL
• Can/NS Business Service Syndication
• Questions
Service Nova Scotia and Municipal Relations
• Municipal Relations– UNSM relationship, grants, municipal support
• Assessment Services– Moving to a separate agency
• Program Management and Corporate Service– Includes financial services and human resources– Audit and enforcement, gas tax, tobacco, – Program management, consumer protection
• Access Nova Scotia
Access Nova Scotia• Four Divisions – Assistant Deputy Minister
– Service Delivery: channels and people– Corporate Registries: legislative and program– Information Management Services– Strategy and Innovation
• 13,000 external client interactions per day• 50 physical locations, call centre, web access• 665 employees
Mission and Vision• Mission
–To protect citizens interests and safety (what)
–To make it easier for citizens and businesses to interact with government (how)
• Vision
–To become a recognized leader in service excellence
–To become a model in the development and delivery of client-centric programs, services and information that protect public interests and safety.
Integrated Service Delivery1. We provide the people, processes and
infrastructure (technology and facilities) to link services with clients through a common service experience by the channel of choice.
2. The design and delivery of information and services are based on what makes most sense from the perspective of the citizens and businesses that require them.
CLIENT CENTRICWHOLE OF GOVERNMENT
Strategy & Innovation
Business/Land & Citizen Programs
ServiceDelivery
Interdependence (Shared Accountability)
Vision
Implement
Operate
Design
Assessment
IMS
IMS
ProgramSupport
ANS Branch –Organizational Design Model
Business & Land
Programs
— Registry of Joint Stock Cos.
— NS Business Registry
— Land Registry
— Geographic Information
Citizen Program
— RMV
— Vital Statistics
— Other
Program & Policy
Development
Service Delivery
Key Features:
• Recognizes importance of two core processes: program and policy development and service delivery
• Recognizes importance of clients
• Strategy and growth focuses on ongoing improvements and innovation
• Requires focus on performance management (e.g. SLA(s))
Strategy & Innovation
Information Management Services
Successes and Opportunities• Other levels of government
– Service Canada• Co-location opportunities• Service Canada College• Defining the client experience• Integrated transactions – life events
– HRM• BizPaL• Co-location• Parking ticket payment• E-government Joint Venture (municipalities)
Successes and OpportunitiesBetter Regulations Initiative
– My Business Account – integrate NSBR– Forms rationalize and reduce– Business leader consultation– Measurement – service standards
• BizPaL – July 2007 and on-going– 3 orders of government– Organized by business sector
• Can/NS Business Service Centre– Content syndication
How to Improve Business-friendliness
Reduce barriers to doing businessTime (Red tape)Money (Taxes and Red tape)
SMALL BUSINESS
HST Collections
WCB
Business registration
Property tax
Signage by-laws Permits &
LicensesLand use by-laws
OH&S
Environment
Labour Code
EI / CPP Privacy
ROE Food labellin
g
Health inspections
An Overview of Regulation
SME solutions to reducing regulatory burden
83
76
63
60
49
36
29
0 20 40 60 80
Simplify existing regulations
Reduce the total number of regs.
Improve gov't 'customer service'
Clearly communicate new regs
Provide examples of compliance
Improve timeliness of decision-making by regulators
Provide more online services
BizPal
Presentation OverviewWhat is content syndication?
Business Case for syndication
Our current partners
Benefits for subscribers
Benefits for clients
What is Content Syndication? It’s the delivery of one
organization’s website content through another’s using appropriate distribution methods and formats
It’s selecting relevant and current business content for delivery to your clients
It’s a cost-effective way to publish and maintain current information on your website
Make information accessible to all, easy to use and organized to meet clients’ service priorities
Organizes services and information around the needs and expectations of clients
Ensure high quality information that is accurate, consistent, and comprehensive
Improves customer service
Business Case for Content Syndication
Content Syndication = Location, Location, Location
Our Pilot Partners
Service Nova Scotia and Municipal Relations
The Black Business Initiative
Halifax Regional Development Agency(merged with Greater Halifax Partnership)
Content Syndication Benefits for Subscribers
Accurate, up-to-date business related content to clients Content of their choice Client satisfaction enhanced Website look, feel and layout remains the same Increased Web traffic Reduced information management costs Reduced duplication
Content Syndication Benefits for Clients
Access business information from preferred point of entry, at any time
Information is readily available from several reliable sources
Consistency across departments/organizations minimizes confusion
Access comprehensive information from a single departments/organizations