1. A Citizen-Centred Service Initiative New Frontiers & Best Practices IPAC/ICCS November 14, 2001

2. Presentation Outline Changing the focus of public service Integrated service delivery in Ontario Inspirations: international and local Design principles for Ontario’s life events Focus on research & partnerships Life event bundles as a catalyst for change Forecast for the life events approach

3. Changing the Focus of Public Service Vision for the Ontario Public Service: Becoming a smaller, flexible, integrated, accountable and customer-centred public service organization –organizing services to meet customer needs –maintaining customer focus through research –doing business differently: partnerships in the public & private sector

4. A Service Delivery Vision Ontarians want convenient, accessible, seamless information and services from government... With a choice of easy-to- use channels … Internet Secure, reliable access with privacy ensured … and counters … telephone Ministry Federal Dept Municipality Regional

5. Integrated Service Delivery: A New Service Delivery Mandate To provide individuals and businesses with greater choice in how, when and where they access government services and products. To develop and manage an adaptive, cost-effective, customer-centred service delivery system to provide customers seamless access to government information, services and products, and to serve transaction-processing needs of ministries.

6. Partnership in Action: Ontario Business Connects Single point of contact for business registration in Ontario: four programs: BNA, RST, EHT, WSIB and a Master Business Licence Partnership with CCRA, Service Nova Scotia & Municipal Relations for business registration on line (BRO) Value-add relationships with third party service providers Canada-Ontario Business Service Centre (COBSC): call centre & 60 regional access sites

7. Partnership in Action: ESDI 2003 ESDI 2003: a foundation for electronic delivery of high volume routine services to individuals Five year non-exclusive contract with a private sector consortium led by Bell Canada, with CGI, KPMG & Emergis Part A: Design, build and maintain an IT interface connecting legacy systems to new electronic channels. Government will own the interface and all data. Part B: Develop and operate the new channels: internet, telephone and public access terminals to deliver initial suite of 24 transactions. Entire system will be scalable for new products, additional ministries and other partners, and volume growth.

8. ESDI 2003: Service Delivery Channels 7 x 24 IVR and voice mail, live customer service in normal business hours 7 x 24 Internet with intuitive navigation, search capability & linkages to other GO sites Over 300 public access internet terminals

10. Inspirations for Ontario’s Life Events International pathfinders: Singapore, UK, Hong Kong, Australia Local pathfinders: Citizen’s Inquiry Bureau, Access Ontario and Government Information Centres (GIC’s) –developed paper based information bundles to respond to frequently asked questions –CIB & Access Ontario: 8000 calls/month –57 GIC’s across Ontario

21. Design Principles (Continued) Content Validation & Maintenance Identify key stakeholders for advice on overall design and content Contact the business owners of every linked site to obtain approval and confirm content Review content regularly so it stays up to date Use system tools to watch for broken links Return completed package to telephone and counter channels

23. Immediate Focus: Setting Priorities for Additional Life Event Bundles Applying assessment criteria to prioritize existing ideas –e.g. customer impact, availability of on-line content, cross-jurisdictional links Using research to identify new ideas –customer feedback, national & international research, stakeholder input

24. Immediate Focus: Finding Partners to Lead Content Development Role of a sponsor:  provide advice on the focus for life events related to their program/industry  provide advice on content including links to other Internet sites  gather and report feedback from stakeholders  assist in maintaining the currency & accuracy of the bundle

25. Life Events: Catalyst for Change Life event bundles can:  identify related forms for consolidation and develop the case for next-generation forms  identify clusters of related services for end-to-end integration  establish partner relationships to move the integrated service delivery agenda forward  help to drive the outside-in transformation of service delivery

26. Forecast for the Life Events Approach Government portal strategies may include customization and personalization There is an ongoing requirement for integrated information as well as transactional services Information and services will be clustered by topic and community of interest as well as life events, with “no wrong door” search capability The customer-centric approach to organizing information and services will become a standard for government

27. Life Event Bundles: Partial List of Contributors Management Board Secretariat: IT development, hosting & maintenance MCBS Information & Services Branch: customer research and content development Ontario Seniors’ Secretariat, Ministry of Citizenship (Getting Ready to Retire)

28. Contact Information Lisa Booth, Senior Business Consultant (Project Lead) lisa.booth@cbs.gov.on.ca Ben Wagner, Business Analyst ben.wagner@cbs.gov.on.ca David Howden, Director, ESD Implementation (Individuals) david.howden@cbs.gov.on.ca