1. Motor Vehicle Service Delivery Department of Public Safety and
Partnership
Department of Public Safety and
Service New Brunswick

2. Motor Vehicle Program A modern motor vehicle program will enhance the safety and security of New Brunswick citizens while delivering a high quality of service.
Safety and security - Public safety and security are paramount in the design and delivery of motor vehicle services.
Partnership - The Department of Public Safety has primary responsibility for Motor Vehicle regulation and highway safety. Service New Brunswick has primary responsibility for service delivery. Both organizations are committed to functioning as partners, consulting and collaborating on all matters of mutual impact.
High quality service - The Motor Vehicle Program is committed to being a leader in the delivery of high quality of service to the citizens of New Brunswick.
Efficiency - The Motor Vehicle Program will be designed and delivered to maximize the value of GNB resources.
Shared Service Infrastructure - The Motor Vehicle Program will respect Service New Brunswick’s mandate to provide shared services delivery infrastructure for government.
Accountability - While the Department of Public Safety is accountable for the Motor Vehicle Act, both organizations are accountable for accuracy, integrity and excellence in the Motor Vehicle Program.
Privacy and security of information - Both organizations are committed to the protection of personal information and minimizing security threats. The Department of Public Safety is responsible for establishing policies and guidelines regarding access to Motor Vehicle information.

3. Service New Brunswick
Mandate for single window service delivery for government services
Multi-jurisdictional
Municipal
Provincial
Federal
Deliver > 300 services
Introduce where we came from and where we are going

4. Multi-Channel Delivery
Over the Counter
24 hours, 7 days a week
Highly secure
Live Customer Support Available
Web based
Centres in 39 communities, some offering evening and weekend hours
75 hours per week, Monday to Saturday
Smart-routing of calls to specially trained agents
Call Centre

5. Best Practices Service Standards for each channel
Customer service representative help desk – one contact with Program Experts
Single point of contact for program changes
Distributed fulfillment model / Load balancing
Centralized inventory management
Since the beginning when SNB offered services only over the counter, SNB has continued to improve service delivery within each channel and across channels.
Here are some examples of managing within and across channels