ServiceOne-Integrated Service Delivery a paradigm shift
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The document discusses the need for integrated service delivery and a paradigm shift in how government services are provided. It outlines Service New Brunswick's efforts to offer integrated, user-centered services across multiple channels. It argues that truly integrated service requires moving beyond individual agencies and technologies to a holistic, collaborative approach that includes users in design and breaks down silos between levels of government. Achieving this vision will require calculated risks, open data sharing, and engaging partners across government, the private sector, non-profits and academia.
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ServiceOne-Integrated Service Delivery a paradigm shift
- 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.
- 4. Private sector service quality and standards Government regulations enforcement interactions with public
- 7. IS IT PERFECTLY INTEGRATED?
- 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
- 15. [email_address] iGoogle
- 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
- 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
- 36. Take calculated risks But take risks!
- 38. The perfect storm? + = Expectations vs Resources ? Not here yet – but it’s coming Business Citizens Government
- 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
Hinweis der Redaktion
- 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!