ServiceOne-Integrated Service Delivery a paradigm shift
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Service One – Integrated Service Delivery
and the Need for a Paradigm Shift
Stephen DixonService New Brunswick
Jury KongaeGovFutures Group
June 15, 2010.
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AGENDA
- Setting the stage- Service New Brunswick- MySNB- Research and Innovation- A new paradigm
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SERVICE VS. ENFORCEMENT/MONOPOLY
First of all, to set the stage…
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Private sector service quality and standards
Government regulations enforcement interactions with public
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IT’S NOT ABOUT THE TECHNOLOGY!Secondly…
But we keep talking about the technology
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Service New Brunswick
• Incorporated in 1992• Offering Teleservices in 1997• Online services in 1999• ~300 services• Continues to expand multi-channel offerings
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IS IT PERFECTLY INTEGRATED?
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300+ Services
Over the counter
Teleservice
Online
i.e. Motor Vehicle Registration
Renewal
Forms
Not to scale
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Keep it simpleBut do something
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System Reuse – Self Serve Reporting (SSR)
Horizontal
Multiple transactions 39 service centres
Corporate Data
Repository
Departments (partners)
SSR
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System Reuse – Common Level of Service
Horizontal
1
6
n5
7
4
3
2
Municipalities: Varying sizes,
budgets, recourses etc
SNB standard service infrastructure Common level of service
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MySNB
• People pull together the services they want to interact online with
• Symantic understanding of people and their various roles with government
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Open/Crowdsource
• Why build when we can provide the sandbox?• Provide access to service infrastructure and
data and let others build it
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RESEARCH AND INNOVATIONService New Brunswick
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Research Agenda
Foster a Culture of Innovation
Environmental Scanning
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Innovation Sessions
(Colloquium)
Innovation Teams
Innovation Learning
A B
C
Infrastructure and Tools
Innovative SNB
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Academia
Private Sector
Consumers
PartnersFederal/Provincial/Municipal/Other
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SNB Municipal Partnerships
• Payment taking• Program registration• Report a problem• Property assessment• Online course registration• Online sales of hard goods• BizPaL
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BIZPALA success?
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LICENSING AND PERMITTING
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INTEGRATED SERVICE DELIVERY, THE NEED FOR A PARADIGM SHIFT
Service One
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GOVERNMENT TO OPEN GOVERNMENT!
Open attitudeOpen processOpen Data
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Open Data today
• Open Data can be a key contributor to enhanced service delivery
• Examples of current state at all levels of government
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Open Data tomorrow?
• One potential scenario – OpenData.CA
• How to get there - more of today + collaboration through partnerships
Source: “Municipal Open Government Framework”,Jury Konga, MISA Ontario Conference June 14, 2010.
Academia, Non-Profits,
Community Groups
OpenStreetMapCommunity
Updates
External Data Linkages(e.g. World Bank)
OpenData.CA
Provincial
Municipal
Federal
Public Service
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Willing partners
• Willing to share• Willing to collaborate• Willing to align• Where is the will?
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Kuali is a growing community of universities, colleges, businesses, and other organizations that have partnered to build and sustain open-source administrative software for higher education, by higher education
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Mission:Foster identity community harmonization, interoperability, innovation, and broad adoption through the development of open identity specifications, operational frameworks, education programs, deployment and usage best practices for privacy-respecting, secure access to online services
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Take calculated risksBut take risks!
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Service One (2.0)– Circa 2009
• Clients don’t care who does what – they just want effective service delivery
• Expectations continue to increase – an integrated, holistic approach must be taken
• Include the clients in the design
Service One (2.0)- The Service Coordinator
Service One (2.0)- The Service Coordinator
Integrated Service Delivery “Engine”
Standardized Processes, Protocols and Knowledge Base
Business KnowledgeDatabase
Service Requests
Requests from MyHomePage(Facebook, Linkedin, etc)
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The perfect storm?
Business
Citizens
Government
+
=
Expectations vs Resources
?Not here yet – but it’s coming
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What’s required
• We need to talk …• We need to listen ….• We need to collaborate ….• We need the public service to get better ….• We need the public service to appear as One!
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How do we get there …
• Incremental – evolve • Leverage our past successes• Leverage others successful models• Get started – just do it ….
“Think big, Start small,
Scale Fast, Collaborate LARGE”
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Who are the players• Institute for Citizen-Centred Service (ICCS)
• Joint Public Sector Councils- Public Sector CIO Council (PSCIOC)- Public Sector Service Delivery Council (PSSDC)
• MISA (Municipal Information Systems Association), MSDO (Municipal Services Delivery Officers), and other industry associations
• Private Sector
• Non-Profits, Academia
• The Citizen Communities
… Everybody contributes to “Service by Design”
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The need for a paradigm shift
- time to engage
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Municipal
Federal
Provincial
It’s Government
#&*!%?
Government
From this ….
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Municipal
Federal
Provincial
It’s good Government!!
Government
To this ….
Service One Rocks
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Make it so
Service One – the Next Generation
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THANK YOU
Stephen DixonService New Brunswick
Jury KongaeGovFutures Group