1. Single Window Service Structures Experiences in Nova Scotia and New Brunswick Gary Porter, Service Nova Scotia and Mary Ogilvie, Service New Brunswick

2. Outline Nova Scotia - history, org structure, service points, staff, budget New Brunswick - history, org structure, service points, staff, budget Similarities Differences Lessons learned

7. Historical Perspective Creation of Business and Consumer Services in 1996 “To develop innovative, convenient, quality customer services for the benefit of Nova Scotian’s” Combined 9 organizations from seven different departments: –front line service outlets for government –80% of government transactions –compliance and audit roles –individual and business customers –significant revenue generator –desire and capacity to serve rural communities and capacity Amalgamation with Municipal Relations in 2000 to become Service Nova Scotia and Municipal Relations

8. What we started with: Programs 59 Programs in 11 key areas - Registry of Motor Vehicles - Consumer Services – debt counseling, tenancy - Information Services - Business Licensing - Registry of Joint Stock - Taxation & Revenue - Vital Statistics - Property Registration - Assessment Services - Geographic Info Services - Municipal Services

9. What we started with: Size Department Profile: - Budget: $105,000,000 - Revenues: -Direct: $407,000,000 -Indirect: $500,000,000 -Staff: ~1,000 -Locations: -75% of staff in regional offices -18 counties -36 communities -49 locations

10. Where we’re located:

11. Structure Program Mgmt & Corporate Services Registries Data Management Driver Records Planning & Advisory Services Grants & Programs Legislation Policy & Standards Admin Support Programs APD Evaluation Quality Assurance Business Liaison Licenses / Permits / Registrations Scheduled Appointments Inquiry Management Municipal Relations Registry Management Alternative Program Delivery Service Delivery Deputy Minister System New Business Delivery

13. Service Door Driver Examiners (DOT) Service Centres & Revenue Offices (Finance) Corporate Registry Assessment (Municipal Affairs) Registries (Justice) Mapping (LRIS) 2000 1997 1990

14. Mission and Profile Mission Making government services accessible Stewards for authoritative land information Profile Crown Corporation – Managed - commercial basis Minister responsible – Minister of Investments and Exports Board of Directors (10) Staff – 650 in 35 communities 4 lines of business: 1. Assessment 2. Registries 3. Service Delivery 4. Land Information Infrastructure Revenues: $47.9 million Capital Expenditures: $10.2 million

15. SNB Organization Revenue 44M Employees 650

16. Service New Brunswick Centers

17. Three Channels 3 Service Doors 35 Service Centres –Extended hours -- SNB TeleServices –Call Centre 70+ hrs/wk –IVR –Call Mall SNB Online –http://www.gov.nb.ca/snb –PLANET –PPR –CSS (vehicle registration, electronic forms) SERVICE HERE

18. Similarities in Approach Multiple points of service

19. In person Over the phone On-Line Similarities in Approach ….. Choice of channels

20. Similarities in Approach Business model and use of private sector similar

21. Differences in Approach - Organizational Type New Brunswick - Crown Corporation Nova Scotia - Department

22. Differences in Approach Service Units

23. Lessons Learned You can make quicker, more profound change when registry or other service provision unit is moved to the service delivery agency

24. Lessons Learned Technology is seldom the stumbling block to deliver of new services or delivery of services in a new way

25. Lessons Learned Nice to be able to draw on the experiences of a sister province

26. QUESTIONS?