Shared Services In Government A Model For The Web

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  • 1. Shared Services in Government A Model for the Web Jamie Darch Member of the TELUS Team Theatre 3, Rideau Centre Wednesday October 29, 11:30am 1 TELUS Restricted and Confidential
  • 2. Session Overview Governments can cooperate and align services for rich functionality, and better service delivery in a real-life environment. Shared Services are an important part of the delivery of cost-effective services throughout government. The Shared Service model represents a major change in the way services have been delivered in the past. We will look at 3 Municipalities currently using a Shared Services Model 2
  • 3. Shared Services Portal - Creating Value A cost-effective one-stop shop for services to citizens, businesses, visitors and municipal officers Providing up-to-date and consistent information to citizens from a single source. A fully hosted and managed service. Municipalities can focus on their citizens while provider manages the technology and processes Providing established (shared) processes and methodologies Adapting services to a community with similar requirements Balanced Information Management capabilities 3
  • 4. Defining Shared Services “Shared services involve a service delivery model where organizations achieve economies of scale through the creation of a separate entity in which the quot;customersquot; have a degree of ownership and determine the types of services and service levels provided. It is important to note that shared services differ from centralized services, where client agencies do not have a role in jointly governing types and levels of services.” Gartner, June 2008 4
  • 5. Policy Priorities are Driving IT Agenda Better Citizen Service Delivery = Improved Information Management Improved Information Management = People, Process, & Technology Source : quot;Government Insights, Top Strategic Priorities in Canadian Municipal Governmentquot;, June 2007 5
  • 6. Providing Citizen Service is Complicated Mailing lists External services Transactional Collaboration Catalogue services services Integration layer Single sign-on Document Mobile Stats tools Worflows Blog Management services Portal System Citizen Forum Crawler Webmail Forms Content Chat Management Management System System Application Database Web server server Infrastructure (production, quality assurance, development) (hosting, server, OS, data backup, redundancy, recovery) IP connectivity 6
  • 7. A Multi-Channel Service Delivery Strategy Web Sewers Integrated service Drinking water offering Maintenance Call center Library Accessibility Taxes & permits Single point of Vehicles & Self-Service entry for all engineering municipal Urban planning TELUS Portal services Public safety Simplicity Archives Mail Recreation Lighting Customization Counter Maps A single location for municipal services focused on the needs of citizens 7
  • 8. Common Municipalities Services A survey identified services desirable for a municipal portal. • Website content * The Institute for Citizen-Centred Service is a not-for-profit organization in Canada with a • Information & communications tools mission to promote high levels of citizen satisfaction with public. Their website is http://www.iccs- • Information pertaining to municipal ESD isac.org • Transactional services • Other web services 8
  • 9. Website Content - Common Services Information on city history Information on structure of city Online maps administration Weather, local news Information on municipal budget Site map List of members of City Frequently Asked Questions Council Economy Events calendar, news Links to Privacy protection policy business-oriented organizations, community organizations Career opportunities ministries and government Email addresses of municipal corporations employees non-government organizations 9
  • 10. Common Municipal Services Information & Communications Tools Information Pertaining to ESD Agenda of City Council meetings Cultural and recreational service Minutes of proceedings Tourism Downloadable publications and Municipal services and regulations reports Public safety and fire protection Web cast of City Council meetings Public transportation, schedules, Public audiences etc. Online surveys Waste water plant Live proceedings Environmental protection Process to follow in order to file a Water filtration plant complaint/request Garbage collection (schedule) 10
  • 11. Common Municipalities Services A recent survey identified services desirable for a municipal portal. Website content Information pertaining to Information on city history Online maps municipal ESD Weather, local news Cultural and recreational services * The Institute for Citizen-Centred Site map Tourism Service is a not-for-profit Municipal services and regulations Frequently Asked Questions organization in Canada with a Economy Public safety and fire protection Links to Public transportation, schedules, etc. mission to promote high levels of business-oriented organizations, Waste water plant citizen satisfaction with public. Environmental protection community organizations Their website is http://www.iccs- ministries and government corporations Water filtration plant non-government organizations Garbage collection (schedule) isac.org Information on structure of city administration Information on municipal budget Transactional services List of members of City Council Registration for various activities (social, cultural, sports) Events calendar, news Applying for permits and licences Privacy protection policy Online payment (taxes and other services) Career opportunities Online forms Email addresses of municipal employees Subscription to mailing list Information and communications Other Web services tools for democracy Forum; chat; discussion groups Agenda of City Council meetings Password-accessible e-services (Internet, extranet, etc.) Minutes of proceedings Search engine Downloadable publications and reports Accessible access to a custom profile Web cast of City Council meetings Displaying when the portal was last updated Public audiences Links to other municipal websites Online surveys URL Live proceedings Process to follow in order to file a complaint/request 11
  • 12. Helping Clients “Get on Board” An established methodology and other tools assist clients in the transition to the solution - quickly and smoothly Services - Applications CMS (Content Management System), Permanent calendar, Events calendar (full page version), Search, Brochure, Forums / discussion groups, File manager, E-cards, E-promotions, Mass mailing & Ad campaign management, Polls, Online contests, Banner ad management, E-commerce tools (B2C as well as B2B), Reporting and analysis Service Templates Home page, Contact us, Press releases, Customer service, Accomplishments, FAQ (Frequently Asked Questions), News, Products and services, Partners and subsidiaries, Our team, Our clients, About us, Policies, Community newsletters, Links, FAQ (Frequently Asked Questions), Generic page, News, Job offers, Coupons, Photo album 12
  • 13. Requirements of Shared Services Provider Hosted Production Environment Availability, Management, Performance, Analysis 24/7/365 oversight Hosted Quality Assurance Environment Availability and Management of site Service monitoring (8am-8pm) Customer Experience Availability of the site (99.5%) Supporting Services Site Maintenance Webmaster, technical architect Site Development Design architect Other Related Services Online service requests, analysis , resolution management, reporting 13
  • 14. The Municipalities Shared Some Insight Key drivers to adopting a Shared Service solution Content Management - information “owners” able to manage/publish Cost , quality of service and manageability of the provider Key issues / challenges Surprisingly, not too much related to technology Change management is key - need tools, processes, and support What benefits have been realized? Predictable and manageable costs (via contract management & SLAs) Increased web channel usage - lower cost per transaction What services are next? Geomatic capabilities linked to municipals services, 311 enablement 14
  • 15. A Client Snapshot – Ville de rimouski 15
  • 16. A Client Snapshot – Salaberry-de-Valleyfield 16
  • 17. A Client Snapshot – Ville de Sherbrooke 17
  • 18. What We Learned About Ensuring Success There needs to be a mandate for change with the business challenge clearly articulated and executive support The solution has to meet the business requirements – measured, well managed and flexible Established and repeatable processes, consistent results and quick adoption are the key Technology will be the main enabler, the solution architecture must support current and future goals Change Management is important – it is a different way of working 18
  • 19. Questions? jamie.darch@telus.com 613-899-4280 19