Regulatory Craft Conference

November 21, 2007

Agenda• Access Nova Scotia Context• Integrated Service Delivery• Successes and Opportunities• CFIB - BizPaL• Can/NS Business Service Syndication• Questions

Service Nova Scotia and Municipal Relations

• Municipal Relations– UNSM relationship, grants, municipal support

• Assessment Services– Moving to a separate agency

• Program Management and Corporate Service– Includes financial services and human resources– Audit and enforcement, gas tax, tobacco, – Program management, consumer protection

• Access Nova Scotia

Access Nova Scotia• Four Divisions – Assistant Deputy Minister

– Service Delivery: channels and people– Corporate Registries: legislative and program– Information Management Services– Strategy and Innovation

• 13,000 external client interactions per day• 50 physical locations, call centre, web access• 665 employees

Mission and Vision• Mission

–To protect citizens interests and safety (what)–To make it easier for citizens and businesses to

interact with government (how)• Vision

–To become a recognized leader in service excellence

–To become a model in the development and delivery of client-centric programs, services and information that protect public interests and safety.

Integrated Service Delivery1. We provide the people, processes and

infrastructure (technology and facilities) to link services with clients through a common service experience by the channel of choice.

2. The design and delivery of information and services are based on what makes most sense from the perspective of the citizens and businesses that require them.

CLIENT CENTRICWHOLE OF GOVERNMENT

Strategy & Innovation

Business/Land & Citizen Programs

ServiceDelivery

Interdependence (Shared Accountability)

Vision

Implement

Operate

Design

Assessment

IMS

IMS

ProgramSupport

ANS Branch –Organizational Design Model

Business & Land

Programs

— Registry of Joint Stock Cos.

— NS Business Registry

— Land Registry— Geographic

Information

Citizen Program

— RMV— Vital Statistics— Other

Program & Policy

Development

Service Delivery

Key Features:

• Recognizes importance of two core processes: program and policy development and service delivery

• Recognizes importance of clients

• Strategy and growth focuses on ongoing improvements and innovation

• Requires focus on performance management (e.g. SLA(s))

Strategy & Innovation

Information Management Services

Successes and Opportunities• Other levels of government

– Service Canada• Co-location opportunities• Service Canada College• Defining the client experience• Integrated transactions – life events

– HRM• BizPaL• Co-location• Parking ticket payment• E-government Joint Venture (municipalities)

Successes and OpportunitiesBetter Regulations Initiative

– My Business Account – integrate NSBR– Forms rationalize and reduce– Business leader consultation– Measurement – service standards

• BizPaL – July 2007 and on-going– 3 orders of government– Organized by business sector

• Can/NS Business Service Centre– Content syndication

BizPal:

Linking Regulatory Reform with

Service Delivery

How to Improve Business-friendliness

Reduce barriers to doing businessTime (Red tape)Money (Taxes and Red tape)

SMALL BUSINESS

HST Collections

WCB

Business registration

Property tax

Signage by-laws Permits &

LicensesLand use by-laws

OH&SEnvironment

Labour Code

EI / CPP Privacy

ROE Food labellin

g

Health inspections

An Overview of Regulation

SME solutions to reducing regulatory burden

83

76

63

60

49

36

29

0 20 40 60 80

Simplify existing regulations

Reduce the total number of regs.

Improve gov't 'customer service'

Clearly communicate new regs

Provide examples of compliance

Improve timeliness of decision-making by regulators

Provide more online services

BizPal

Content SyndicationCollaboration to

Better Serve Business Clients

November 2007

Presentation OverviewWhat is content syndication?

Business Case for syndication

Our current partners

Benefits for subscribers

Benefits for clients

What is Content Syndication? It’s the delivery of one

organization’s website content through another’s using appropriate distribution methods and formats

It’s selecting relevant and current business content for delivery to your clients

It’s a cost-effective way to publish and maintain current information on your website

Make information accessible to all, easy to use and organized to meet clients’ service priorities

Organizes services and information around the needs and expectations of clients

Ensure high quality information that is accurate, consistent, and comprehensive

Improves customer service

Business Case for Content Syndication

Content Syndication = Location, Location, Location

Our Pilot Partners Service Nova Scotia and Municipal Relations

The Black Business Initiative

Halifax Regional Development Agency(merged with Greater Halifax Partnership)

Content Syndication Benefits for Subscribers

Accurate, up-to-date business related content to clients Content of their choice Client satisfaction enhanced Website look, feel and layout remains the same Increased Web traffic Reduced information management costs Reduced duplication

Content Syndication Benefits for Clients

Access business information from preferred point of entry, at any time

Information is readily available from several reliable sources

Consistency across departments/organizations minimizes confusion

Access comprehensive information from a single departments/organizations