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
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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
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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
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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
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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
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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
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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
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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
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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)
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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
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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
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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
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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
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15. A Client Snapshot – Ville de rimouski
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16. A Client Snapshot – Salaberry-de-Valleyfield
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17. A Client Snapshot – Ville de Sherbrooke
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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
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19. Questions?
jamie.darch@telus.com
613-899-4280
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