A View of Electronic Service Delivery to Businesses in Ontario Debbie Farr, Director - Ontario Business Connects Ministry of Consumer & Business Services - Integrated Service Delivery Division IPAC March 8, 2002

Slide 2 IPAC, March 8, 2002 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

Slide 3 IPAC, March 8, 2002 Improving Government Service Delivery Low (1-3) “What priority should the government place on each of the following areas in order to improve its service to the public.” Medium (4) High (5-7) Simplify forms & reduce red tape Make gov’t services easier to find and access Provide one-stop service Improve telephone service Extend hours of service Provide service through new technology such as the Internet Place more gov’t services in shopping centres Priority

Slide 4 IPAC, March 8, 2002 Preferred Method of Contact to Government l Telephone l Walk-In l Internet 52% 27% 21%

Slide 5 IPAC, March 8, 2002 Integrated Service Delivery OTC Project Information and Services Access & Inquiry Publications Ontario GIC’s ESD - Business Ontario Business Connects ESD - Individuals › › ›

Slide 6 IPAC, March 8, Integrated Service Delivery Implementation OPS Driven Customer Driven OBC Integrated Call Centres Integrated Counters End-to-end Integrated Service Delivery SO KIOSKS GICs PO Access & Inquiry Integrated ESD Volumes&ProductsVolumes&Products ESD target

Slide 7 IPAC, March 8, 2002 Government Vision - Electronic Service Delivery l Contribute to secure, streamlined and simplified client relationships with all levels of government in Ontario l Create choices for reaching government, and for recording the outcomes l Make fast and focussed access readily available and, wherever possible, anticipate the information and transaction needs of individuals or business l Promote Ontario as a preferred jurisdiction for business

Slide 8 IPAC, March 8, 2002 Our Service Delivery Environment l Individuals l Ontario is the largest province, with over 11 million citizens in Ontario that conduct millions of transactions (eg. MTO / MNR transactions for integrated registration expected to be over 10 million annually) l Business l Ontario has 150+ provincial programs, potentially affecting over 500,000 businesses l over 125,000 new businesses are registered in Ontario each year; 70% using Ontario Business Connects channels, including % Internet applications

Slide 9 IPAC, March 8, 2002 ESDb : B2G Business Processes The processes in the business-to-government life-cycle to be streamlined and simplified include: l Registration processes l Initial registrations, permit issuing, renewals, updates such as address changes and cancellations l Reporting processes l Remittance processes l The provision of information related to the above

Slide 10 IPAC, March 8, 2002 Current Access Channels

Slide 11 IPAC, March 8, 2002 Current Access Channels l Registration: l Self Help Workstations(SHW) stations l Approximately 70% of 125,000 new registrations annually l Public and private sector partners l OBC Website - Internet l Provincial suite of services l Represents 12-15% of all OBC registrations l Forms can be downloaded from the Internet and mailed l Business Registration Online(BRO) - Internet l Combined registration for Federal/Provincial suite of services l New channel available since August 2000

Slide 12 IPAC, March 8, 2002 Current Access Channels l Information Based: l Canada-Ontario Business Services Centre l information referral service (call and internet centre) l l MyBIS l information subscription service l l Site Partners also provide information to clients

Slide 13 IPAC, March 8, 2002

Slide 14 IPAC, March 8, 2002 Current Access Channels l Update Capability: l Integrated Business Change l l Single window access for Ontario businesses l Streamlines the requirement to fill out many forms l Capable of automatic distribution to program areas l Currently working with Ministry of Finance to integrate their requirements

Slide 15 IPAC, March 8, 2002

Slide 16 IPAC, March 8, 2002 OBC Private Sector Partners/Channels l Channels operated by licensed private sector partners l Developing their own retail network l Bundling their own value add services with core registration l Developing custom software to reach out to their constituencies (eg. professional organizations such as lawyers, accountants)

Slide 17 IPAC, March 8, 2002 Lessons Learned Relationship Management: Partnerships are more like living organisms than fixed structures, they are constantly mutating and recombining Partnerships work through influence and contribution, rather than by control

Slide 18 IPAC, March 8, 2002 Lessons Learned Governance Because ESD tends to be partnership oriented, relationships are more complex than can be managed by traditional hierarchies. New governance and accountability mechanisms will be needed (eg. Commonwealth) Partnership deliverables are more complex to manage and their implementation requires considerable co-ordination. Need Project Management Office / appropriate support, including project charters, ongoing SLAs

Slide 19 IPAC, March 8, 2002 Lessons Learned Communication: Regular communication before, during and after implementation is critical, and needs to be institutionalized Communication is a matrix of internal and external stakeholders, partners and clients; each needs targeted information, but it must be integrated Communication cannot be controlled by one organization and must go hand-in-hand with roles and responsibilities

Slide 20 IPAC, March 8, 2002 Where is Government ESD Now? l Government ESD includes a range of services, starting with the provision of general information to anonymous users and will expand to include the management of complex, entity specific, relationships l Government provides general information on web sites, through anonymous registration transactions that add information to government databases, to the review of entity specific information, reporting against registered entities, renewal of entity status, and finally to updating program database entries for specific individuals or entities l We are now at a point where authentication of individuals and entities, their roles and relationships, is critical to further progress with the ESD agenda

Slide 21 IPAC, March 8, 2002 Why do we need authentication? l It is imperative to information sharing and transaction management where: l Information is client specific, and potentially personal / private or commercially sensitive l Transactions change basic reference information on program files and/or establish privileges, eligibility or entitlements l Enables effective information sharing and transaction processing by ensuring: l privacy l security l client-centric, streamlined access (particularly for electronic channels) to multiple program areas.

Slide 22 IPAC, March 8, 2002 Public Sector Considerations for Client - Centric Authentication Government has an obligation to protect the privacy of its citizens and the commercial sensitivity of its businesses Mapping of the client identity and their program relationships needs to be separated from program specific information and appropriately protected (disaggregation) Given the many-to-many relationships between clients and government program areas, the “keys” that connect these relationships, and potentially the navigation itself, should be given to the client For example: The decision about where keys that connect client identities to program relationships are held should be up to the client as much as possible It should be for the client to decide whether the keys are held in their browser, or on one of their smart cards

Slide 23 IPAC, March 8, 2002 What about Privacy? l Privacy will be achieved through: l using devices that allow the aggregation of information held in several different directories at the time of client request (directory services - no central repository of information) l placing the control of the navigation in the hands of the client (Master Business Licence, Smart Card) l seeking client instruction for rights and entitlements for program access at the time of registration, and then managing future instructions through appropriate processes

Slide 24 IPAC, March 8, 2002 Authentication - Next Steps l B2G relationships have an extensive entity relationship chain, and are therefore a good place to test the compatibility of government ESD and authentication agendas l The business entity chain is from the incorporated or unincorporated business (NGOs are similar), through its officers and, by role, through its agents who undertake transactions with government programs l This will allow us to validate identities, roles, and program access entitlements; it also can cope with such validations at any point in the ESD chain l It can inform government approaches to the evolution of authentication (through to PKI) using incremental approaches that can then be applied to the larger individual community.

Slide 25 IPAC, March 8, 2002 For More Information Debbie Farr Director - Ontario Business Connects Ministry of Consumer & Business Services Tel. (416) OBC Internet Site: