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Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Government of Canada.

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Presentation on theme: "Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Government of Canada."— Presentation transcript:

1 Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Government of Canada

2 Outline of the Presentation n Objective of the learning event n Setting the context n Approaches to single-window service delivery n Key issues for reference n The opportunities ahead

3 Objectives of the Learning Event n Focus on whole of government single-window service delivery n Explore: –The different approaches to single- window service delivery –Common issues and challenges –Good practices

4 Single Window Service: A World-Wide Phenomenon Service Canada Services for You

5 Citizen Needs & Expectations Expectations Business Needs & Expectations Business Needs & Expectations Catalysts for Change ResourceConstraintsResourceConstraints IntergovernmentalCo-operationIntergovernmentalCo-operation Modern government is one-stop government Modern government is one-stop government TechnologyTechnology Private Sector Innovation Innovation GlobalCompetitiveness GlobalCompetitiveness

6 Why is Single-Window Service Important? n Citizens and business want it n Service experience influences their view of government n Government must be citizen- centred - designed from an outside-in perspective, not inside-out

7 Simple Concept…. Complex Business n Single-window service has simplicity as its aim - but is a complex business in reality n There are a wide range of approaches n Key focal points for comparison - Organizational Approaches (virtual/collaborative, utility, departmental) Organizational Approaches (virtual/collaborative, utility, departmental) Channel Management Strategies Channel Management Strategies Strategic Directions Strategic Directions

8 Government of Canada One-stop strategies for business and citizens One-stop strategies for business and citizens Collaborative / Virtual organizational approach Collaborative / Virtual organizational approach Multi-channel integration Multi-channel integration On-line target On-line target Service Canada Services for You

9 Canada - Provincial Governments Most have single-window approaches Most have single-window approaches One-stop strategies for business and citizens One-stop strategies for business and citizens Range of organizational models: Range of organizational models: Utility: Service New Brunswick; BC Agents Departmental: Ontario Ministry of Consumer and Business Services; Service Nova Scotia and Municipal Relations

10 United States - Federal Government Promotion of single-window and integrated service across federal public service Promotion of single-window and integrated service across federal public service E-channel / telephone approach to one-stop access E-channel / telephone approach to one-stop access In-person delivery at local level In-person delivery at local level GOL Target GOL Target

11 United States - State Governments Many have one-stop service for citizens and business Many have one-stop service for citizens and business Major emphasis on e-channel - but many state governments have e-channel / telephone channel linkages Major emphasis on e-channel - but many state governments have e-channel / telephone channel linkages In-person strategies commonly driven at the community or department level In-person strategies commonly driven at the community or department level

12 Australia Federal Government One-stop strategies for business and citizens One-stop strategies for business and citizens Government Information Centre provides Internet and Call Centre access portals - virtual/collaborative model Government Information Centre provides Internet and Call Centre access portals - virtual/collaborative model Centrelink - departmental / utility model - provides multi-channel delivery network Centrelink - departmental / utility model - provides multi-channel delivery network GOL Target GOL Target

13 Australia State Governments Many state governments have single-window service Many state governments have single-window service A multi-channel approach is common A multi-channel approach is common Linkages between Federal and State government single windows Linkages between Federal and State government single windows A use of various organizatonal approaches - virtual / collaborative approach common A use of various organizatonal approaches - virtual / collaborative approach common

14 United Kingdom Commitment made to join up government Commitment made to join up government Central agency leadership for service improvement Central agency leadership for service improvement E-channel a key priority E-channel a key priority Leadership at local level for one- stop access Leadership at local level for one- stop access GOL Target: 2005 GOL Target: 2005

15 Other Governments Singapore Infocomm 21 Infocomm 21 Ecitizen portal Ecitizen portal Government Forms Service and Shopfront Government Forms Service and ShopfrontNetherlands Public Counter 2000 (OL 2000) Public Counter 2000 (OL 2000) Other jurisdictions exploring the single window concept include: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Spain and Sweden

16 Organizational Approaches and Channel Strategies Single Channel Virtual Multi- Channel UtilityDepartmental Govt of Canada New Brunswick Ontario Nova Scotia BC Agents Alberta Access PEI

17 Key Issues n Responding to Citizens Needs and Expectations n Channel Management and Integration n Service Clustering n Mandate –Mandatory versus optional –Government On-line n Investment or rationalization approach n Role: information / communications or service delivery

18 n Political Support / Championship n Partnership Management Governance / Accountability Governance / Accountability Turf Protection Turf Protection Cost Recovery / Resourcing Cost Recovery / Resourcing Program Design / Delivery Divide Program Design / Delivery Divide Intergovernmental Partnerships Intergovernmental Partnerships Public / Private Partnerships Public / Private Partnerships Visibility / Recognition Visibility / Recognition n Operational Issues - HR, Technology Key Issues (Contd)

19 The Opportunity is Ours…. n Technology is making possible: service integration to create value-added services service integration to create value-added services improved convenience for citizens improved convenience for citizens extended reach of Government extended reach of Government n Innovation and collaboration is flourishing across the public sector n More progress can be made by sharing best practices and lessons learned

20 Improving Service Through Single-Window Delivery Ralph Heintzman Assistant Secretary Service and Innovation Government of Canada


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