The document summarizes ServiceOntario's efforts to transform and modernize government services in Ontario. It discusses how ServiceOntario has consolidated over 60 services and 1,100 staff from various ministries, and now offers 80 services through over 1,000 touchpoints. Customer satisfaction has increased from 61% in 2008 to 91% in 2010. Key priorities discussed include building a high performance organization, focusing on the customer experience, and exploring future opportunities to partner with other levels of government or the private sector to continue improving service delivery.

1. The Customer is Always Right ServiceOntario Webcast “ Serve You Right” Summit Government of Victoria, Australia September 15, 2011

6. It’s all about the customer

8. Tweet, Tweet

10. Service value chain Increase Employee Engagement Increase Confidence & Trust in Public Institutions *Citizens First 3, ICCS Improve Organizational Performance Improve Citizen Satisfaction

11. Service principles Caring Accountable Responsive Reliable

12. Our 6 key priorities

14. Lead Support Inform Motivate Engage Employee engagement

15. Service Guarantees First of their kind in North America Meet our guarantees 99.8%

19. Cost Per Transaction Customer Satisfaction

22. Lessons learned