ServiceOne-Integrated Service Delivery a paradigm shift

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  • 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!

Transcript

  • 1. Service One – Integrated Service Delivery and the Need for a Paradigm Shift Stephen Dixon Service New Brunswick Jury Konga eGovFutures Group June 15, 2010.
  • 2. AGENDA
    • Setting the stage
    • Service New Brunswick
    • MySNB
    • Research and Innovation
    • A new paradigm
  • 3. SERVICE VS. ENFORCEMENT/MONOPOLY
    • First of all, to set the stage…
  • 4. Private sector service quality and standards Government regulations enforcement interactions with public
  • 5. IT’S NOT ABOUT THE TECHNOLOGY!
    • Secondly…
    But we keep talking about the technology
  • 6. Service New Brunswick
    • Incorporated in 1992
    • Offering Teleservices in 1997
    • Online services in 1999
    • ~300 services
    • Continues to expand multi-channel offerings
  • 7. IS IT PERFECTLY INTEGRATED?
  • 8.  
  • 9.  
  • 10. 300+ Services Over the counter Teleservice Online i.e. Motor Vehicle Registration Renewal Forms Not to scale
  • 11. Keep it simple But do something
  • 12. System Reuse – Self Serve Reporting (SSR) Horizontal Multiple transactions 39 service centres Corporate Data Repository Departments (partners) SSR
  • 13. System Reuse – Common Level of Service Horizontal 1 6 n 5 7 4 3 2 Municipalities: Varying sizes, budgets, recourses etc SNB standard service infrastructure Common level of service
  • 14. MySNB
    • People pull together the services they want to interact online with
    • Symantic understanding of people and their various roles with government
  • 15. [email_address] iGoogle
  • 16. Open/Crowdsource
    • Why build when we can provide the sandbox?
    • Provide access to service infrastructure and data and let others build it
  • 17. RESEARCH AND INNOVATION
    • Service New Brunswick
  • 18. Research Agenda Foster a Culture of Innovation Environmental Scanning
  • 19. Innovation Sessions (Colloquium) Innovation Teams Innovation Learning A B C Infrastructure and Tools Innovative SNB
  • 20. Academia Private Sector Consumers Partners Federal/Provincial/Municipal/Other
  • 21. SNB Municipal Partnerships
    • Payment taking
    • Program registration
    • Report a problem
    • Property assessment
    • Online course registration
    • Online sales of hard goods
    • BizPaL
  • 22. BIZPAL
    • A success?
  • 23.  
  • 24. LICENSING AND PERMITTING
  • 25.  
  • 26.  
  • 27.  
  • 28. INTEGRATED SERVICE DELIVERY, THE NEED FOR A PARADIGM SHIFT
    • Service One
  • 29. GOVERNMENT TO OPEN GOVERNMENT!
    • Open attitude
    • Open process
    • Open Data
  • 30. Open Data today
    • Open Data can be a key contributor to enhanced service delivery
    • Examples of current state at all levels of government
  • 31. Open Data tomorrow?
    • One potential scenario – OpenData.CA
    • 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
  • 32. Willing partners
    • Willing to share
    • Willing to collaborate
    • Willing to align
    • Where is the will?
  • 33. 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
  • 34. 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
  • 35. www.nasa.gov.connect
  • 36. Take calculated risks But take risks!
  • 37. Service One (2.0)– Circa 2009
    • 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
  • 38. The perfect storm? + = Expectations vs Resources ? Not here yet – but it’s coming Business Citizens Government
  • 39. What’s required
    • We need to talk …
    • We need to listen ….
    • We need to collaborate ….
    • We need the public service to get better ….
    • We need the public service to appear as One!
  • 40. How do we get there …
    • Incremental – evolve
    • Leverage our past successes
    • Leverage others successful models
    • Get started – just do it …. “Think big,
    • Start small,
    • Scale Fast,
    • Collaborate LARGE”
  • 41. Who are the players
    • Institute for Citizen-Centred Service (ICCS)
    • Joint Public Sector Councils - Public Sector CIO Council (PSCIOC) - Public Sector Service Delivery Council (PSSDC)
    • MISA (Municipal Information Systems Association), MSDO (Municipal Services Delivery Officers), and other industry associations
    • Private Sector
    • Non-Profits, Academia
    • The Citizen Communities … Everybody contributes to “Service by Design”
  • 42. The need for a paradigm shift - time to engage
  • 43. Municipal Federal Provincial It’s Government #&*!%? Government From this ….
  • 44. Municipal Federal Provincial It’s good Government!! Government To this …. Service One Rocks
  • 45. Make it so Service One – the Next Generation
  • 46. THANK YOU
    • Stephen Dixon
    • Service New Brunswick
    • [email_address]
    • Jury Konga
    • eGovFutures Group
    • [email_address]