Inclusion and Egovernment Services: Case Study on Services Experience from Ontorio, Canada: By Ms. Joan Mccalla, Director
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Inclusion and Egovernment Services: Case Study on Services Experience from Ontorio, Canada: By Ms. Joan Mccalla, Director

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India is urbanizing fast and its cities and towns are at the center of India’s development trajectory. India’s economic growth momentum can’t be sustained if urbanization is not actively ...

India is urbanizing fast and its cities and towns are at the center of India’s development trajectory. India’s economic growth momentum can’t be sustained if urbanization is not actively facilitated. Cities are suffering resource constraints in energy supply, road capacity, water reserve and even clean air for their citizens to breathe. Cisco with its ICT solutions under the Smart+Connected Communities portfolio and a Case Study from Ontorio, Canada can be leveraged by Indian cities and mayors as well

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Inclusion and Egovernment Services: Case Study on Services Experience from Ontorio, Canada: By Ms. Joan Mccalla, Director Presentation Transcript

  • 1. ICT for Effective Urban Governanceand Service Delivery in India Inclusion and E-Government Services: The Experience of Ontario, Canada Joan McCalla Director and Distinguished Fellow Internet Business Solutions Group (IBSG) Cisco Systems June 23, 2011 jmccalla@cisco.com
  • 2. About Ontario~ 40% of Canada’s population at>13 millionGeographically dispersed;linguistically and ethnicallydiverseOntario Government: ~60,000employees; 25 ministries, plusmany agencies, boards,commissions444 municipalities (cities, towns,villages, counties, townships)
  • 3. Canada’s governance model is similar to India’s• Constitution defines separate and overlapping roles for federal andprovincial governments • Federal roles: defense, immigration, international trade, airports, ports, etc. • Provincial roles: health, education, highways, vehicles, municipalities, etc. • Both: police, employment/labour, taxation• Municipalities are created and given their roles by the provinces • roles generally include urban planning and management; land registration, municipal roads; water; electricity; traffic management; permits and licensing of commercial businesses; property tax; public housing; municipal police; parks, culture and recreation; libraries, etc.
  • 4. E-Services Contribute to Broader Government Goals• improved service delivery to the public and to businesses• increased efficiency for government• increased effectiveness (improved outcomes)• open and accountable government• increased public engagement
  • 5. Improved service delivery to the public and tobusinesses includes:• inclusiveness (access, useability and affordability)• multi-channel (Internet/Web, telephone, mail, in-person)• integrated and seamless • horizontally across departments • vertically across levels of government• measured through performance measures, surveys and feedback
  • 6. ICT for Effective Urban Governanceand Service Delivery in India
  • 7. ICT for Effective Urban Governanceand Service Delivery in India
  • 8. ICT for Effective Urban Governanceand Service Delivery in India
  • 9. ICT for Effective Urban Governanceand Service Delivery in India
  • 10. ICT for Effective Urban Governanceand Service Delivery in India
  • 11. ICT for Effective Urban Governanceand Service Delivery in India
  • 12. ICT for Effective Urban Governanceand Service Delivery in India
  • 13. ICT for Effective Urban Governanceand Service Delivery in India
  • 14. ICT for Effective Urban Governanceand Service Delivery in India
  • 15. ICT for Effective Urban Governanceand Service Delivery in India
  • 16. ICT for Effective Urban Governanceand Service Delivery in India
  • 17. ICT for Effective Urban Governanceand Service Delivery in India
  • 18. ICT for Effective Urban Governanceand Service Delivery in India
  • 19. ICT for Effective Urban Governanceand Service Delivery in India
  • 20. ICT for Effective Urban Governanceand Service Delivery in India
  • 21. ICT for Effective Urban Governanceand Service Delivery in India
  • 22. Working Together• Canadian jurisdictions work together in many formal andinformal ways:• Federal/Provincial/Territorial/Municipal Council of CIOs• F/P/T/M Service Delivery Council• Institute of Citizen Centred Services (ICCS)• Municipal Information Systems Association (MISA)• Lac Carling Annual Conference• Cooperation on specific initiatives (e.g. registering birthsand deaths; seniors; etc.)
  • 23. ICT for Effective Urban Governanceand Service Delivery in India
  • 24. ICT for Effective Urban Governanceand Service Delivery in India
  • 25. Measurement is Important
  • 26. Achieving Access and Inclusiveness• maintaining multiple channels including telephone, mail and overthe counter services• no extra fees for electronic services (unless higher levels ofservice selected; e.g. rush services)•providing training, public access terminals and free wireless atpublic libraries and community centres• many municipalities have invested in community wireless andbroadband• encouraging public feedback, input and engagement• seeking input from front line staff, training and service standardsfor employees• now (after several years) offering service delivery guarantees
  • 27. ICT for Effective Urban Governanceand Service Delivery in India
  • 28. Other Jurisdictions are Going Further: Personal and Proactive Services• Personal web page with your information and services• Government completes tax “paperwork” in many European countries for confirmation of taxpayers• Many governments now using mobile technologies and social networking sites to provide time-sensitive information (e.g. road closures, evacuation routes, school closures)
  • 29. Applying the New Paradigm to Service Transformation
  • 30. The Future: Changing the Service Paradigm • From information to transactions to two-way communication • From siloed and single channel to full multi-channel integration, including mobile • From information in locked silos to open sharing and re-use • From „One Window‟ to „No Wrong Door‟ to individualized and location specific • From reactive to responsive to proactive • From one way delivery to collaboration and co-production • From government in central control to government as facilitator and orchestrator Supported by anytime/anywhere/any device connectivity and virtually unlimited access to information and advice tailored to individual preferences, needs and location
  • 31. http://www.patientslikeme.com/
  • 32. Lessons from Ontario for Indian Cities• give visible priority to service improvement• citizen-centred („outside in‟) approach is fundamental• new “front end” service organization is one approach to focusattention and limited resources• performance targets (especially client satisfaction), policies andstandards used to guide separate yet related actions• enterprise approach to information and ICT enabled the change• early steps provide platform for further improvement (e.g. 311knowledge base)• metrics and measurement to assess progress• break things down into manageable projects with clear prioritiesand milestones think big, start small, scale fast
  • 33. Questions and Discussion