Presentation on theme: "Presentation to: International Seminar SAC Salvador, Bahia, Brazil"— Presentation transcript:
1 From Single Windows to Integrated Service Delivery: A Canadian Perspective Presentation to: International Seminar SAC Salvador, Bahia, BrazilInstitute for Citizen-Centred ServiceCharles Vincent - September 21, 2005
2 Presentation Overview Collaborative Service Improvement in Canada: The Institute for Citizen-Centred ServiceAccess to Public Services: From Single Windows to Integrated Service DeliveryImproving Service Quality: The Drivers of Client SatisfactionWhy is all this so important? Service Quality and Confidence in Government
3 ICCS Mission and Mandate To promote high levels of citizen satisfaction with public-sector service delivery.Platform for Horizontal InitiativesInstitute for Citizen-Centred ServiceResearchCommon Measurements ToolKnowledge Management
4 Collaboration = Success The ICCS is a collaborative venture:Government of Canada;Provinces & Territories;Municipalities;Institute of Public Administration of CanadaPublic Sector Service Delivery Council;Public Sector CIO Council.
5 Listening to Citizens: Canada’s Citizens First Surveys Citizens First surveys of 6,000-10, citizens are conducted by ICCS every two years;CF is a collaborative project of the federal, provincial, territorial, and municipal governments across Canada;CF measures citizens’ service needs and expectations;CF tracks citizen satisfaction with over 80 government services;CF identifies citizens’ priorities for service improvement, and therefore the forward agenda for government action on service improvement.
7 Comparative Service Improvement Strategies Single Window Focus on AccessAustraliaCanadaMost JurisdictionsUnited KingdomService Quality FocusSource: Marson, Queen’s University
8 Citizens’ Views on Access “I feel confident I can readily access any government service I need”“Knowing where to start is the biggest challenge in getting government service”Source: Citizens First
9 Single-Windows: A Runaway Hit in Canada Service CanadaService New BrunswickAccess PEIService Nova ScotiaServices QuébecService OntarioService B.C.Service ManitobaService Alberta…
10 The Value of Single-Window Service Delivery Citizens want government services that are as accessible, convenient, and seamless as possible… the essence of the single-window approach is the bringing together of government services, or information about them, in order to reduce the amount of time and effort citizens must expend to find and obtain the services they need.Bent, Kernaghan, and Marson (1999)
11 Single-Window Service Delivery: Three Main Types “Information Gateways”Improving accessibility through single-window information and referral.“One-Stop Department Stores”Improving convenience and accessibility to a wide range of government services.“Seamless Service Boutiques”Single-window access to a related cluster of services, including across jurisdictional lines.
12 Single Window Examples in Canada Information Gateways:1-800-O-CanadaAchieves comparable performance scores to private sectorToronto 211Service Department Stores:Service New BrunswickModel being replicated in Suffolk County (UK)British Columbia Government AgentsService Boutiques:The Business Link Business Service CentreHealthyOntario.comReceived 2004 Webby award
13 From Single Window to Integrated Service Single windows are services that are GROUPED together;Integrated Service Delivery refers to services that FIT together.Michelle D’Auray as quoted by Ken Kernaghan
14 Multi-Channel Service Delivery The move toward integrated service delivery is being motivated by the multi-channel nature of service…Sources: Citizens First 3 / Taking Care of Business
15 Inter-jurisdictional Service Delivery … and by the increasing number of inter-jurisdictional service experiencesSources: Taking Care of Business
16 Integrated Service Delivery in Canada : A Model Service IntegrationChannel IntegrationSeamless ServicesIntegrated access to related information, referral and services across jurisdictional linesIntegrated Channel ManagementOne Stop Shops Convenience and access to wide range of related and unrelated servicesIndependent ChannelsOrganizational IntegrationCorporate Service UtilityDelegated DeliveryCo-locationSource: Marson, Treasury Board of Canada
17 Integrated Service Delivery: Beyond the Single Window eContactInformation management / search engine that cuts across channels and jurisdictions. Facing challenges of shared governance and shared sustainable funding. Will require common information management standards.BizPalIntegrated permitting and licensing application. Leading to business process integration across levels of government. Will face similar governance and funding challenges.Integrated Inspections and EnforcementInspectors across the Ontario Public Service now share a common set of processes and tools, enabling them to assess all aspects of a site in a single visit rather than sending multiple inspectors on a series of visits.
18 Some Keys to Success Putting the Structures in Place “Bubble gum and good will” needs to be supported by a business plan and governance structureLearning to Hear and be HeardBe clear about your needs while staying as flexible as possibleManaging as PartnersProject managers need a strong relationship of mutual trustLeading with VisionSenior champions who will remove barriers
19 Benefits of Integrated Services - The Canadian Experience for citizens:Accessibility – services are easier to findTimelinessConvenienceCustomization to individual needsImproved outcomesfor governments:Lower costs of operationIntroduction of innovationImproved program outcomes,Improved visibility, andIncreased public trust and confidence
20 Access Remains a Significant Problem “I appreciate O Canada – one access number to call to get in touch with the right government service. I also like to use websites for 24/7 access to government services.”One of the reasons we want to spend time on access issues is that access continues to be a significant problem. We will see later that service quality ratings have improved since Unfortunately there is no measurable improvement in access.This is not to say that nothing has been done. Many jurisdictions have initiated projects to address access problems. And some citizens have noticed since many of these initiatives appear in the written comments from the survey. Nevertheless, the actual numbers have not moved.Q. I can readily access any government service that I need?
21 Access is a PriorityCitizens First 3 suggests that ACCESS remains a significant concern for citizens.In particular, access over the TELEPHONE poses many challenges to citizens seeking public servicesCan’t find the right number, Busy phone lines; Bounced around, IVR systems that confuse.At the root of much of the dissatisfaction is a concern over the TIMELINESS of service – #1 driver.
23 Expectations are Rising Canadians recognize that the government’s task is more difficult…… Yet they still expect service quality to be as good or better than the private sectorQ. Governments have a more difficult task than the private sector – they must protect the public interest as well as meet the needs of citizens?Q. What quality of service should you get from government, compared to the private sector?
24 Focusing on the Drivers of Satisfaction TimelinessKnowledgeFairnessExtra Mile / CourtesyOutcomeCitizens who get good service on all 5 drivers rate SQ at 89 out of 100If a citizen gives a good rating on all five of these drivers (4 or 5 out of five), the service quality rating is 89/100.However, as this slide shows, if the number of drivers rated good declines, say to 4 of the 5, the overall service quality rating drops from 89 to 76/ 100! More strikingly, those who rate all five drivers poor rate service quality at 22/100!We also know from our research on drivers that timeliness is the most important driver – it has a stronger effect on service quality ratings than any of the others and it receives the lowest performance score.
25 Drivers of Satisfaction We have a better understanding of what drives satisfactionInternetIn-Person / PhoneTimelinessKnowledge / CompetenceExtra Mile / Extra SmileFairnessOutcomeEasy to Find ServiceOutcomeVisual AppealComplete InformationResults used to inform Common Measurements Tool
26 Timeliness: the Driver that Most Needs Improvement
27 Canada’s Improving Service Reputation The results from Citizens First demonstrate that service quality ratings can be improved.
28 Improvement in a Service Environment The results of individual services such as Canada Post (posted mail delivery) are also improving.220.127.116.11998200020027.06.05.02005
29 Improvement in a Regulatory Environment The results of the Canada Revenue Agency (taxation) demonstrate that service quality ratings can be improved in a regulatory environment too.18.104.22.168.91998200020026.05.02005
30 The Common Measurements Tool A multi-channel instrument for designing client satisfaction surveys;Designed by public servants, for public servants;Enables organizations to benchmark results;Being used across Canada and in a growing number of other countries.1999 Gold Award2000 Silver Award
31 “Core” CMT Questions ESD Core Questions Core questions are important for benchmarkingQuestions are aligned with the drivers of satisfactionSome cross-channel and some unique to channelESD Core QuestionsOverall Satisfaction* NavigationTimeliness* Visual AppealAccessibility* InformationCommunication* PrivacyOutcome** Common to all channels
32 CMT Benchmarking Database Central database for storing CMT data has been built;Ability to anonymously compare results against peer organizations;ICCS uses the database to search for trends, identify good practices, and contribute knowledge.
34 Why is all this so important? Research in Canada highlights that there is a direct and measurable link between the quality of public sector service delivery and confidence in the public service.OverallGovernmentPerformanceRatingService QualityDepending on you audience, you can use the Confidence in Government slides at the beginning or the end of the presentation (or not at all).We prefer to use them at the beginning as they provide a strong argument for why service quality is important and why the rest of the material is so valuable.This slide is not from Citizens First 3, but from Communications Canada (CC). It was one of the findings that prompted us to look at the link between service quality and confidence in government since CC was not able to demonstrate either the strength of the relationship, or the direction of influence.This is also a good slide to point out that Citizens First 3 is focused on issues of service delivery and not political/policy issues. As such, we could not ask the direct question of ones Confidence in Government. As a consequence of this limitation, the study was forced to design a proxy measure for Confidence in Government. This take us to the next slide.Source: Communications Canada
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