ServiceOne-Integrated Service Delivery a paradigm shift

Service One – Integrated Service Delivery

and the Need for a Paradigm Shift

Stephen DixonService New Brunswick

Jury KongaeGovFutures Group

June 15, 2010.

AGENDA

- Setting the stage- Service New Brunswick- MySNB- Research and Innovation- A new paradigm

SERVICE VS. ENFORCEMENT/MONOPOLY

First of all, to set the stage…

Private sector service quality and standards

Government regulations enforcement interactions with public

IT’S NOT ABOUT THE TECHNOLOGY!Secondly…

But we keep talking about the technology

Service New Brunswick

• Incorporated in 1992• Offering Teleservices in 1997• Online services in 1999• ~300 services• Continues to expand multi-channel offerings

IS IT PERFECTLY INTEGRATED?

300+ Services

Over the counter

Teleservice

Online

i.e. Motor Vehicle Registration

Renewal

Forms

Not to scale

Keep it simpleBut do something

System Reuse – Self Serve Reporting (SSR)

Horizontal

Multiple transactions 39 service centres

Corporate Data

Repository

Departments (partners)

SSR

System Reuse – Common Level of Service

Horizontal

1

6

n5

7

4

3

2

Municipalities: Varying sizes,

budgets, recourses etc

SNB standard service infrastructure Common level of service

MySNB

• People pull together the services they want to interact online with

• Symantic understanding of people and their various roles with government

[email protected] iGoogle

Open/Crowdsource

• Why build when we can provide the sandbox?• Provide access to service infrastructure and

data and let others build it

RESEARCH AND INNOVATIONService New Brunswick

Research Agenda

Foster a Culture of Innovation

Environmental Scanning

Innovation Sessions

(Colloquium)

Innovation Teams

Innovation Learning

A B

C

Infrastructure and Tools

Innovative SNB

Academia

Private Sector

Consumers

PartnersFederal/Provincial/Municipal/Other

SNB Municipal Partnerships

• Payment taking• Program registration• Report a problem• Property assessment• Online course registration• Online sales of hard goods• BizPaL

BIZPALA success?

LICENSING AND PERMITTING

INTEGRATED SERVICE DELIVERY, THE NEED FOR A PARADIGM SHIFT

Service One

GOVERNMENT TO OPEN GOVERNMENT!

Open attitudeOpen processOpen Data

Open Data today

• Open Data can be a key contributor to enhanced service delivery

• Examples of current state at all levels of government

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

OpenStreetMapCommunity

Updates

External Data Linkages(e.g. World Bank)

OpenData.CA

Provincial

Municipal

Federal

Public Service

Willing partners

• Willing to share• Willing to collaborate• Willing to align• Where is the will?

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

www.nasa.gov.connect

Take calculated risksBut take risks!

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 One (2.0)- The Service Coordinator

Integrated Service Delivery “Engine”

Standardized Processes, Protocols and Knowledge Base

Business KnowledgeDatabase

Service Requests

Requests from MyHomePage(Facebook, Linkedin, etc)

The perfect storm?

Business

Citizens

Government

+

=

Expectations vs Resources

?Not here yet – but it’s coming

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!

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”

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”

The need for a paradigm shift

- time to engage

Municipal

Federal

Provincial

It’s Government

#&*!%?

Government

From this ….

Municipal

Federal

Provincial

It’s good Government!!

Government

To this ….

Service One Rocks

Make it so

Service One – the Next Generation

THANK YOU

Stephen DixonService New Brunswick

[email protected]

Jury KongaeGovFutures Group

[email protected]