1. Canada - Ontario Joint work on Services for Business - Business Service Vision and Mapping ( PSSDC – PSCIOC Sponsored Project) Status Update – February 2004 Mary Tate, Ministry of Consumer & Business Services Robert Smith, Industry Canada

2. Background - Lac Carling VII, 2003 Joint presentation by Ontario and Industry Canada in response to the following common priorities:  Need to improve client experience through tailored bundling of services and simplified, streamlined and integrated programs and services  Pressure to rationalize and harmonize to achieve cost savings, efficiencies and service transformation  R ecognition that aligning and sharing our work, strategies and experiments will lead to improved service  M ore collaboration between levels of governments  IM standards and open architecture will increase level of collaboration

3. 2 Industry Canada Service to Business Vision Client Centred Whole of Government Seamless Access Reduce Complexity Engage Businesses bundle integrate harmonize Tiered expertise Voice for business

4. 3 Industry Canada Vision Realization Principles Service to Business Context Client-centric  Place needs and expectations of business at the centre of the vision  Strive for differentiated client offerings supported by common enabler capabilities  Priority is on offerings that provide for vertical and horizontal harmonization Accountability  Respective jurisdictions remain accountable for outcomes  Delivery agent/ enablers are accountable for performance at defined service levels  “Trade-offs” - balance business satisfaction, program effectiveness/ integrity and GoC efficiencies  Do not distil the expertise - access points with seamlessly tiered expertise Transformation  Implement “chewable chunks” – evergreen the vision and build on early successes  Engage stakeholders and deliver value linked to government policy  Leverage existing assets and core investments  Promote take-up of echannel and self-service within a multi-channel approach

5. 4 Industry Canada Service Strategy  Seamless integration with client  Common and shared services  Differentiated offerings Service strategies Channel management 3 rd party intermediaries adding value interoperable Integrated Shared Customized Bundled Triggered Horizontal governance and Accountability

6. 5 Industry Canada Vision Realization 1. The “Storefront” changes the face of government E-channel the foundation Integrated call centres & points of presence Business Storefront 2. The “My…” allows business to manage their relationships Customization CRM My Account for Business (Authentication) 3. The “Single” reduces the effort and time business expends Common business number Common business authentication e-payroll] (Single Business Number) 4. “Franchising” enriches the service delivery value chain 3 rd party privilege 3 rd party value-added Intermediaries in delivery chain Business Storefront 3 rd Party Privilege 5. “Nation Building” brings coherence across jurisdictions Bundled and streamlined service offerings BizPal Business Process Mapping (BTEP)

7. 6 Tomorrow’s seamless delivery of Ontario government services ISD A recognized brand Greater inter-jurisdictional collaboration Growth of integrated services Improved channel access ServiceOntario Vision

8. Business Community Forum Service Improvement Identification / Validation Service Improvement Implementation Channel Management Single Business Identifier Single Business Registry Authentication / Delegation Electronic Service Backbone Service delivery expertise / skill sets Business Services Mapping Program partnership framework Championship / Sponsorship Gaps Actions Strategy Themes & Foundation Elements Listen Interact Recognize Empower Capacity & Readiness ServiceOntario Strategy - Services for Business

9. 8 Five Concurrent Phases Over Four Years 1.Business Information Bundles 2.Common Business Forms On Line 3.Service Wizard 4.Single Business Registry and Single Business Identifier 5.Integrated Business Services ServiceOntario Implementation Plan – Services for Business

10. 9 ServiceOntario Implementation - Services for Business Business Directory - Recognized Customer Profiles Electronically Authenticated Transactions Redevelop Ontario Business Information Legacy Application Static Information Bundles Dynamic Information Electronic Content Management Business Information Bundles Business Forms On Line Fillable Forms & mail End-to-end Transactions Form submit via e-mail Service Wizard BR & SBI BR Functions & Processes CRA Interface for SBI Customer Managed Government Relationships Integrated Business Services Find and organize relevant information, forms and transactions On line application to determine anonymous customer’s needs

11. 10 Both the GoC and the Province of Ontario have been working toward realizing our vision. Move from strategic to implementation… In doing so we identified commonality and the opportunity to work together on specific projects: GoC  On-line Business Permits and Licences - BizPaL  Business Transformation Enablement Program (BTEP) “Service Mapping” Ontario  Service Wizard  Business Information Bundling Canada – Ontario Vision Alignment

12. 11 BizPaL – Service Wizard  Multi-jurisdictional partnership that seeks to deliver customized, client-centric web service to identify required permits and licences at 3 levels of government.  On line application to determine anonymous customer’s needs.  Find and organize relevant information, forms and transactions  Nation building – creation of collaboration framework with the vision of transforming the G2B services BTEP – Information Bundling  The application of a methodology that standardizes the mapping of services to clients  Helps achieve client-centric bundles of services which can be used for multi-channel service delivery. Includes:  Static Information Bundles, Electronic Content Management, Dynamic Information Canada - Ontario Project Alignment

13. 12 Business Transformation Enablement Program (BTEP) - Starting a Restaurant in Halton Region  Involved federal, provincial and municipal representatives  Mapped all the government services that could be required to start a restaurant in the Halton region using the BTEP methodology  Identified 2 catalytic opportunities  Enhance COBSC collaborative role by expanding on the existing collaborations in the area of municipal services, ex Halton  Inter Jurisdictional Service Initiation by building a service to enable service delivery collaboration across jurisdictions Canada – Ontario Recent Accomplishments

14. 13 BizPal – On-line Business Permits and Licences  Developed a Proof-of-Concept (POC) with four partners Yukon, Whitehorse, Nova Scotia and Halifax  shows how the required functionality can be achieved, what issues and challenges need to be addressed in developing that functionality, and how partners can work together to build BizPal  Provided evidence that BizPaL will enable Service Transformation  Business Case submitted to the Treasury Board Secretariat (TBS) on behalf of partners  Reconvened the multi-jurisdictional working group to gather information required to refine the business case  Worked closely with working group (including 10 provinces, 1 territory and 6 municipalities)  Recommended for funding by TBS  Commitment from 3 partners to develop “Identify” web service.  Ontario, Manitoba and the Yukon, with at least one municipality each Canada – Ontario Recent Accomplishments

15. 14 Moving to the next level Proposed BTEP next Steps  Continue service mapping to include other Industry sectors and jurisdictions via BTEP methodolgy  Validate the 2 identified opportunities with users and service providers via concept demos  Map the work into current enabling initiatives (e.g. IM strategy, eContact, BizPal, Biz Bundles, etc.) and show the synergy or gaps  Seek funding from TBS to resource above proposals Implement BizPaL with partners  Develop and implement for spring 2005 the on-line web service with participating partners  Pursue Service Transformation opportunities

16. 15 Enabling Initiatives and Projects Mapping Exercise Service Enablers XXXXX XXX XXXXX XXXXX X XX XXX XXXXX Projects Info Mgmt Strategy Collaboration Framework Common XML schema Authentication BTEP/GSRM Portal Strategy BizPal My Account Business Bundles Service Wizard BTEP Catalytic Initiative  To determine gaps and opportunities for reuse and collaborations across jurisdictions Crossing Boundaries Bus Registry eContacts Single Business Identifier Service Delivery partners