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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.

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Presentation on theme: "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."— Presentation transcript:

1 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. Single-Window Service Delivery In New Brunswick Service New Brunswick PSSDC Learning Event May 14, 2001

2 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

3 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. Assessment 2. Registries 3. Service Delivery 4. Land Information and Infrastructure Revenues: $47.9 million Capital Expenditures: $10.2 million Profile

4 Making government services accessible Stewards for authoritative information Our Mission

5 The Service Door Driver Examiners (DOT) Service Centres & Revenue Offices (Finance) Corporate Registry Assessment (Municipal Affairs) Registries (Justice) Mapping (LRIS) 2000 1997 1990

6 SNB’s Business Model 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

7 Over the Counter Service Centres in 35 communities. Centres in larger communities offer evening and/or weekend service.

8 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

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11 Services 1999-2000 Motor vehicle registrations and Renewals Collect payments for government departments and municipalities Provincial and federal government information Permits and licenses Property assessment Property registries Mapping and surveying

12 Land Titles Customer Service System Delivering service for departments, federal government, municipalities Business Registry Over-the-counter more efficient What we are working on

13 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

14 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

15 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

16 Central Agency Resistance Tendency to get Drawn Back In Making our Priorities those of other Departments Relationship Building Challenges

17 How We Do It Satisfy customers Value to business partners Invest in technology Develop staff Financial self-sufficiency Add value to information in our care Support New Brunswick industry Business Approach

18 Challenge - Service Delivery A Difficult Balance Electronic Service Development Local Service Outlets

19 Making government services more accessible: Next Steps E-government Design around needs of citizens and businesses Public face is single portal Leadership; winning support Reach vs. Richness Communication/Marketing - internal & external


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