Tbilisi, Georgia June 2013 Government Services and Registries

2 About Barrington Canadian-based professional services firm focused on public sector improvement Client-side and vendor independent Experience in Canada, United States, Trinidad, Azerbaijan, Afghanistan, Armenia, Jordan, Bhutan, Kenya Services Strategy Technology Project Management Change Management Business Analysis Privacy and Legislation Organizational Review

3 Our Focus: Government Services and Registries Citizen Registries and Services – civil registration, vital statistics, driver’s licensing, e-health registries, identity management Business Registries and Services – company registration, business licensing and inspection, secure transaction registries Land Registries and Services – land and property registration, natural resource and land management, environmental permitting Public Sector Service Delivery – channel management, one-stop portals, contact centers, integrated services delivery

4 Business Regulation - Areas of Experiences Business/Company Registration Tax Registration Trade/Occupational Licensing Consumer Protection Occupational Safety Public Health Environmental Management Technical Safety Fire Safety Food Safety Alcohol and Gaming Municipal and Construction Permitting

Shared Business Registration, Licensing, and Inspection Systems What, Why and How?

Different Types of Regulation Regardless of the type of regulation, there are similarities in terms of how they are managed – and therefore how they are automated Regulatory tools Registration License Permit Approval Because of the similarities, shared systems are becoming more common 6 Case Management Monitoring and Compliance Fulfillment Adjudication and Workflow Data Entry Payment Processing Authentication Intake Information Provision Certificate Authorization Inspection Audit

ICT in Business Regulation 7 Regulatory e-Registries Regulatory e-Registries Online Portal/ Authentication Entrepreneurs / Public License Application Payment Access to “Registry” Information Company Registration Inspection Management License Management Tax Administration Regulators 7

Potential Benefits 8 Regulatory e-Registries Online Portal, License Application, and Payment Access to Registry Information Business Registration, Licensing, and Inspection Management Benefits Improved service - easier to navigate requirements Improved transparency – clarity of regulations Improved regulator efficiency – fewer inquiries Improved service – online, streamlined forms Lower cost of compliance Improved transparency – status updates for entrepreneurs Improved regulator efficiency – less data entry, fewer errors in applications Improved financial management Decreased chance of corruption Improved access for public to view government data Improved regulator efficiency – automation of operations, resource management Improved accountability and decreased chance of corruption Improved program compliance Service, internal efficiencies, transparency, lower costs to businesses, accountability, compliance

Benefits of Shared Systems Improved data sharing across agencies Leveraging of shared assets and infrastructure Sharing of best practices and processes across agencies Easier for entrepreneurs to understand regulatory requirements 9 Lower cost to delivery services Improved G2B client service Higher regulatory compliance

Access to Business – Nova Scotia, Canada Design and implementation of an online business “one-stop” service for Nova Scotia businesses Federal/provincial partnership Secure login for officers, directors, recognized agents, and employees Combined company, tax, and worker’s compensation registration E-Registry to search licenses and permits Online applications for over 60 licenses and permits with pre-population of forms and integration with licensing system “Shopping Cart” functionality – the ability to submit online payment for multiple license and permit applications and renewals (by credit card) Next step: industry sector service bundles 10

Licensing/Inspection System Opportunities for Shared Systems 11 Online Portal 11 Entrepreneurs / Public Company Registry Company Registry Labour/ Occupational Safety Regulators Business Registration Food Safety Shared online portal – single view to client Shared repository of businesses Shared back office management system 1 2 3

Example Management System 12 Inspection Name Reservation 12 License Labour/ Occupational Safety Company Registration Food Safety Annual Inspection ComplaintAd Hoc Inspection Incorporation Annual Filing Change of Director Inspection Facility Closure Prosecution Company Registry Shared back office management systems use: case management business process management/ workflow

A Roadmap Towards Shared Systems 13 Regulatory e-Registries Regulatory e-Registries Entrepreneurs / Public Tax/Revenue Authority Regulators 13 Company Registry Company Registry Company Registry/Tax Number Required by most or all businesses Relatively simple laws to automate Creates foundational registry to be used for other purposes Plan ahead for expanding the information added to the “registry” Regulatory e-Registries First step to automating licenses and inspections – identifying them Relatively simple technology project Plan ahead for transactional automation 1

A Roadmap Towards Shared Systems 14 Regulatory e-Registries Regulatory e-Registries Online Portal/ Authentication E-Forms E-Payment Online Portal/ Authentication E-Forms E-Payment 14 Entrepreneurs / Public Tax/Revenue Authority Company Registry Company Registry Regulators 2 Online Client Portal Often implemented with company registry IT solutions Ideally, ensure online portal is separate from company registry – to easily allow for the addition of services

A Roadmap Towards Shared Systems 15 Online Portal/ Authentication E-Forms E-Payment Online Portal/ Authentication E-Forms E-Payment Licenses 15 Tax/Revenue Authority Company Registry Company Registry Locations Regulators Regulatory e-Registries Regulatory e-Registries Licensing Management Leverage company registry and online portal technology Transform regulatory e-registry to be transactional Update company registry to manage locations and other data Allow for integration with other licensing systems External Licensing Systems 3 Entrepreneurs / Public

A Roadmap Towards Shared Systems 16 Online Portal/ Authentication E-Forms E-Payment Online Portal/ Authentication E-Forms E-Payment Licenses 16 Entrepreneurs / Public Tax/Revenue Authority Company Registry Company Registry Locations Inspections External Licensing Systems External Inspection Systems Regulatory e-Registries Regulatory e-Registries Regulators 4 Inspection Management Inspection functionality can be the most complex Inspection management often requires accurate business, location, and license information

Shared Systems – Barriers and Solutions 17 Barriers Regulatory mandates Institutional resistance Infrastructure investment Legacy systems Unique or specialized system requirements Solutions Governance Strong senior level sponsorship Single service delivery organization Design and planning Standardize processes across agencies Develop a roadmap for the reform Strong project management Considerable system design Change management Focus on highest value programs and services Find “win – win” scenarios

Mike Davis Partner, Government Services and Registries Thank You!