1. Delivering the New Citizen Service Education Session – 13, Room 104 Moderator: PAUL WITHEROW A HUNDRED ANSWERS INC. ( D&B IMPLEMENTATION PARTNER) (CASE STUDY) FEBRUARY 4, 2015 PRESENTED BY: BRUCE LANGEVIN FORMER DIRECTOR GENERAL AND CIO OF THE NATURAL SCIENCES AND ENGINEERING RESEARCH COUNCIL OF CANADA Panel Vimal Vel, Vice President of Partner Strategy at Dun & Bradstreet Bill Green, Dun and Bradstreet, CA State Sam Thepvongs, Webfortis, (D&B Implementation Partner, CA)

2. The Changing Landscape 2  The internet of everything has changed citizen expectations forever.  From banking to medical advice, everything is available online, quickly and streamlined.  Despite less face to face, and increased anonymity, individuals feel better know and understand.  The key is turning data into knowledge

3. CRM/xRM Case Management for GoC D&B360 for Microsoft DynamicsCRM

4. Case Study 4  NSERC and SSHRC grant $1.8B per year across approximately 100 programs  Each program uses a slightly different process to manage grants  NSERC and SSHRC use different grants management systems, NSERC Award Management Information System (NAMIS) and SSHRC’s Awards Management Information System (AMIS), that are built on the same underlying platform  A patchwork of secondary systems are used across the councils for application acceptance, distribution, and scoring  An IM/IT strategic plan was put forward to address a number of issues  The new Grants Management System played a central role in the strategic plan Case Study

5. Key Drivers Citizens expect more and better with less. The new value system of public organizations is about service, not bureaucracy. Astute leaders understand the public sector public service value chain. – the connection between employee commitment, quality public services, client satisfaction, and citizens’ confidence in government The same realities driving external facing change need to inform like changes internally The drive to contain the cost of government demands: – more self-service options and integration, – co-location of services across jurisdictions, – Service improvement strategies and; – Institutionalization of alternative service delivery approaches. Modernized service delivery models are as effective internally facing as external Single-window, multi-channel delivery. One-stop gateway for staff to access services and information. Drive traffic to less costly channels and free time for value added services. Business Vision Service

6. Benefits Include Non-Financial Outcomes

7. Citizen Services Platform Citizen communication Fulfillment & case management ONLINE CITIZEN SERVICE STRATEGY Reporting and ongoing adjustment Online service Self serve Benefit Capacity Benefits realizati on See value Find CITIZEN FOCUS

8. Solution Overview 8 Portal Grants Management Data Insight and Analytics Document Management Rules Engine Workflow Forms Database Financial System Outlook Web Mobile Applicants Reviewers Partners Staff Business Object Trusted D&B Reference Data, Master Data Record Solution Architecture

9. Benefits, Barriers and Building Blocks Ideally, channel choice for both citizens and governments would be informed by data on the relative cost. The quality of online service must be as good as, or better than, the traditional channels. Your data, information and insight must be trusted Organizations face a common structural barrier in the form of service channels that operate as silos Separation of trusted data and business insight is non-productive

10. Key Considerations