single window government: the canadian experience january 26, 2005 world bank mary ogilvie...
TRANSCRIPT
Single Window Government: The Canadian Experience
January 26, 2005World BankMary Ogilvie
Outline
Single Window Government Electronic Channel Implementing in a ‘have not’ place – NB’s
Experience Application outside of NB Critical Success Factors
Feds
Munici
paliti
es
Finan
ce
Natura
l Res
ourc
es
Enviro
nmen
t
Transp
orta
tion
Health
P O L I C Y
B A C K O F F I C EP R O C E S S E S
D E L I V E R Y T OC L I E N T
Single Window Government
Single Window Government
Environment & L.G.
DNRE
Health
Finance
Education
Public Safety
OTCCall
CentreWEB
Service New Brunswick
Single Window Government
OTC
Call CentreWEB
Customers
Service New Brunswick
Citizens
Life events
• Lost Wallet
• Child Starting School
• First Job
Seniors
Teens
Young Parents
Citizens
Life events
• Lost Wallet
• Child Starting School
• First Job
Seniors
Teens
Young Parents
Business
•Trucking Industry
•Hospitality
•Construction
•Corner Store
Business
•Trucking Industry
•Hospitality
•Construction
•Corner Store
Democracy
•New Legislation
•Policy Consultation
•Municipal Budget
Democracy
•New Legislation
•Policy Consultation
•Municipal Budget
Electronic Channel
Customers
OTC
Call CentreWEB
Service New Brunswick
Citizens
Life events
• Lost Wallet
• Child Starting School
• First Job
Seniors
Teens
Young Parents
Citizens
Life events
• Lost Wallet
• Child Starting School
• First Job
Seniors
Teens
Young Parents
Business
•Trucking Industry
•Hospitality
•Construction
•Corner Store
Business
•Trucking Industry
•Hospitality
•Construction
•Corner Store
Democracy
•New Legislation
•Policy Consultation
•Municipal Budget
Democracy
•New Legislation
•Policy Consultation
•Municipal Budget
Organization & Process change and Transition Management
Service Delivery Standards &
Improvement
Data Exchange and Enhancement
Confidentiality
Internal & External Partnerships
Cultural, Legislative, Policy and proceedure change processes
Enterprise-Wide Solutions: Business Process Improvement
Content Management: Work Flow Management
Security & Authentication
Citizen Relationship
Electronic Channel
On-Line / One-Stop Shop/ Multi-Channeled Access
Reach
Richness
Sustainability
Electronic Channel483 total Products and Services Altas
Government Directory Change of Address Marriage New Drier AFA Crop Insurance payments WHCSS Employer Assessment Payment Taking Driver’s Licence Renewal Oversized load permits Lien Check Link Vehicle Registration Renewal Auto Dealers Swimming Lessons Registration Form NB High Precision Network Request for Residential Property Tax Credit LT Online submission Festival by the Sea Concert Tickets Personal Property Registration Personal Property Searching Application of Disposal Fee Payments Application for a Taxicab Owners License
Land Information Experience
Authentication
ImagingRegistry
Structure On-LineInvoicing On-Line
Payment
LIN
GBiz EmployeeDirectory
MotorVehicleRenewal
PaymentTaking
Municipalities
CompaniesDatabaseOn-Line
AnnualReturnsOn-Line
Implementation in New Brunswick
Implementation in New Brunswick
Transactions by Channel - SNB
0%
20%
40%
60%
80%
100%
1996-97 1997-98 1998-99 1999-00 2000-01 2001-02 2002-03 2003-04
OTC
Phone
On-line
$0.00
$10,000.00
$20,000.00
$30,000.00
$40,000.00
$50,000.00
$60,000.00
$70,000.00
$80,000.00
1996
08
1996
11
1997
02
1997
05
1997
08
1997
11
1998
02
1998
05
1998
08
1998
11
1999
02
1999
05
1999
08
1999
11
2000
02
2000
05
2000
08
2000
11
2001
02
2001
05
2001
08
2001
11
2002
02
2002
05
2002
08
2002
11
2003
02
2003
05
Series1
Browser Revenues
1996 Real Property Information over Web
1998 Internal Use of Registration Index
1999 Registration Index on-line
2002
27 Municipalities428 Forms9 Service Packages27 Services - 14 Products
2001
Government Directory4 Municipalities on-line53 Forms 4 Service Packages19 Services - 14 ProductsCorporate Registry on-line
Final Service CenterEstablished120 Services
2000Land Titles ImplementedNew Web Page7 Services
CTI Introduced to Call Center
1997 Land Gazette PrototypeCall Center Opened
1995 Personal Property on-lineFirst Service Center Established
Justifying…
Our study set out to identify and measure
benefits of egovernment
to a jurisdiction and ended up reporting on
the transformation
of a society
• IDC estimates the net economic benefit to the province in 2002 to be C$141 Million* equivalent to .72% of the provincial GDP
• 92% of NB citizens
• told IDC they were either satisfied or very satisfied
with egovernment services
• 87% of NB businesses• told IDC they were either satisfied or very satisfied
with egovernment services
Copyright 2003 IDC Canada - Reproduction Forbidden Unless Authorized
* Excludes new employment payroll
Lessons Learned
Procurement cycle Appetite for risk Quick Hits Getting the efficiencies Stakeholder involvement
Critical Success Factors
Political will Focus on customers Use tools and expertise already available
