In beginning used private sector measures to deliver service Fact is, we are not a “product” people want… they are required to interact with government Interaction Drivers license, vehicle registration, building permit, fines, taxes, etc
Partners across Municipal, Provincial and Federal jurisdictions. 300 services – various levels of integration – Partners ultimately decide what channel(s) Like many jurisdictions, back end integration of business processes, communications, data and IT are in a constant state of evolution with multiple integration models. Service New Brunswick (SNB) was one the early players in the single window public services model, incorporating in 1992, offering teleservices in 1997 and online services in 2001. Throughout this time, SNB has continued to expand its multi-channel offerings across jurisdictions for single window service delivery. With a matrix of over 300 services, there are various levels of integration and interaction with partners across Municipal, Provincial and Federal jurisdictions. SNB’s single window is just that for the consumer of government services, but like many jurisdictions, the back end integration of business processes, communications, data and technology are in a constant state of evolution and multiple integration models exist.
We would like you to think it is
But it’s not
Build once – deploy many
Some things work well and are not complicated. SNB moved from 39 centres each delivering transaction data to partner departments to a central data repository where partners can access that data
Municipalities have varying abilities to offer services such as payment taking. Some don’t even have a website. SNB provides the technology, processes and a standard level of service, whether you are the smallest village or the largest City in the Province.
Places we want to go… Also – Notification of “subjects” that are of interest to me Zoning Education (parent) Sports Etc…
What if SNB had an iGoogle approach? What if SNB delivered through iGoogle?
In order to meet our vision and provide excellence in the delivery of government services to citizens and businesses, SNB has introduced a Research and Innovation (R&I) role in 2008. This R&I role seeks to establish a research agenda to meet to evolving and future needs of our customers and partners, and foster a culture of innovation throughout the organization. The R&I function leverages the subject matter expertise of partners and staff as well as the expertise of research and education institutions, partnering on applied research activity in support of SNB’s strategic objectives. These successful research partnerships provide SNB with new and leading edge knowledge and provides researchers with funding, real world challenges and data.
Example – Spatial Data Infrastructure – Geodesy and Geomatics Engineering UNB
Success Simple Data at multiple levels Shared costs Issues Data warehouse – why not federated data? Touch data at its source Not interactive – SNB has some interaction Exactly what people want!
Licensing and permitting solution for GNB What if this were integrated with all GNB Departments and Municipalities and even Feds?
What if we merged BizPaL and Geoprocessing? Zoning Environmental sensitive areas Spills – contaminated land Etc…
What if Government did this?
Don’t be afraid to trip and stumble Take calculated risks… but take risks!
Service One – Integrated Service Delivery and the Need for a Paradigm Shift Stephen Dixon Service New Brunswick Jury Konga eGovFutures Group June 15, 2010.
How to get there - more of today + collaboration through partnerships
Source: “Municipal Open Government Framework”, Jury Konga, MISA Ontario Conference June 14, 2010. Academia, Non-Profits, Community Groups OpenStreetMap Community Updates External Data Linkages (e.g. World Bank) OpenData.CA Provincial Municipal Federal Public Service
Kuali is a growing community of universities, colleges, businesses, and other organizations that have partnered to build and sustain open-source administrative software for higher education, by higher education
Mission: Foster identity community harmonization, interoperability, innovation, and broad adoption through the development of open identity specifications, operational frameworks, education programs, deployment and usage best practices for privacy-respecting, secure access to online services
Clients don’t care who does what – they just want effective service delivery
Expectations continue to increase – an integrated, holistic approach must be taken
Include the clients in the design
Service One (2.0) - The Service Coordinator Service Requests Requests from MyHomePage (Facebook, Linkedin, etc) Integrated Service Delivery “Engine” Standardized Processes, Protocols and Knowledge Base Business Knowledge Database
The perfect storm? + = Expectations vs Resources ? Not here yet – but it’s coming Business Citizens Government