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Research Priorities for the Next-Generation Service Agenda

PSSDC-PSCIOC

Research Committee Workshop Report Toronto, September 9, 2008

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IntroductionOn September 9, 2008, forty senior federal, provincial, and local government officials met in Toronto to:

Consider the trends and challenges in next-generation internal and external service delivery;The role of ICT and e-government in supporting internal and external service transformation; andThe research required to illuminate the forward service strategies.

The event started with presentations from Cisco Systems, EDS, Bearing Point, the ICCS and the Region of Peel, as well as a summation of the pre-workshop survey conducted with PSSDC and PSCIOC Council members.

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Introduction (cont.)The afternoon featured facilitated discussions by participants and consensus building to identify the forward service agenda and the research required to support it, in the following areas:

External Service Transformation• Citizen/Business Access and Single Window Service

Transformation• Departmental Service Transformation

Internal Service TransformationICT and e-Government as a Service Transformation EnablerResearch Priorities in support of the emerging Next-Generation Service Agenda

This Preliminary Report summarizes the overall conclusions of the workshop.A more detailed Formal Report will be prepared and circulated by the Research Committee at a later date

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Workshop ApproachIn preparation for the event:

Initial meeting and discussions were held in May and throughout the summerWe had a Web site created by the ICCS that included key documents and research We conducted a survey with the councils and the research committee to gather their input on service delivery challenges and research priorities We invited presentations from thought leaders representing industry, academia and government

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Workshop Conclusions:General Thoughts

Move from Changing the Rules to Changing the Game itself

It is much more effective to be Collaborative than Competitive

We need to expose government personnel to new ideas on a regular basis – move beyond our own silos

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Workshop Conclusions:General Thoughts

Canada has two competitive advantages:

As governments we are committed to listening to Canadians (unique in the world) Canadian governments have an active collaborative, inter-jurisdictional community – a good base to face the challenges of the future

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Workshop Conclusions:General ThoughtsFrom the outside in – Canada is seen as a world leader by many countries and many countries are adopting elements of the “Canadian approach”However, it became clear that some countries are moving ahead of Canada in certain areas: mobile service delivery, television service delivery, citizen engagement, Smartcards, Web 2.0, proactive service delivery, and personalization

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Workshop Conclusions:Executive SummaryThe government environment is changing – some food for thought from EDS, BearingPoint and Cisco:

Liberating government information can create new possibilitiesAccountability and trust are importantNew technologies mean many Web initiatives are being driven from outside of government – may need to revisit policies on information management and information sharing

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Workshop Conclusions:Executive Summary

The government environment is changing – some food for thought from EDS, Bearing Point and Cisco:

Citizen empowerment is a growing trendNeed to rebuild trust so that the public can re-engage / participate with governmentExpect and welcome new models of service delivery – include mobile and Web 2.0

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Workshop Conclusions:Executive SummaryThe government environment is changing – some food for thought from EDS, Bearing Point and Cisco:

Leadership and change management training is requiredA perfect storm is driving change in government– demographics, constituent pressures, IT advances, funding pressures, environmental pressures, globalization and flattening, internal pressures, infrastructure and processes

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Workshop Conclusions:Executive Summary

The government environment is changing – some food for thought from EDS, Bearing Point and Cisco:

Internal Service Transformation must be aligned with government policy and strategy and be linked to external service deliveryWhatever is being worked on must create public value

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Workshop Conclusions: Issues and ChallengesKey issues and challenges identified by the workshop participants:

Leadership and whole of government culture for resultsProactive service deliveryDriving clients to the online channelConnecting security, identity management with trust and confidence in governmentConnecting the service agenda with policy outcomesCommon understanding of citizens needs from and inter-jurisdictional perspective

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Workshop Conclusions: Research PrioritiesThe top research priorities were:

Gathering existing research around issues and challenges and making it broadly availableUnderstanding how citizens use channels and how to migrate them to on-line channelCitizens First / Taking Care of Business – continue with core research but integrate priorities Research on specific segments – including hard to reach clients – e.g. low literacy, low income, homeless, etc.Citizens attitudes towards inter-jurisdictional data sharing /information managementInternal service deliveryUpdating the CMT and establishing CMT benchmarks

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Workshop Conclusions: Next StepsProduce a paper on where the government service world is goingProduce a paper on research priorities / gaps Use these papers as input into the research committee so they can design a proposed three year agenda for research projectsBring the proposed research agenda back to joint councils at the next meeting for their approvalUse this workshop as a model for future learning/information sharing activities (in-person and/or virtual)

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Annex A: Environmental Scan: Challenges & Trends

• Improving Access to Services

• Segmenting Clients • Personalizing

Service• Integrating Service

Delivery• Collaborating and

Partnering• Integrating Client

Information

• Accountability• Internal and External

Alignment• Utilizing New

Technology• High Performing

Workforce• Responsive

Government• Efficient and Effective

Government

A Government of Canada Environmental scan was undertaken by Treasury Board of Canada to review trends and activities on a global scale. A summary of the scan identifies 12 categories

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Citizens’ & Business’ Needs & Expectations

Citizens First Service ModelCitizen’s Needs &

Expectations Finding/Accessing the Service or Group of Related Services

FINDING THE

SERVICE

-e.g. knowing the service location or phone #

ACCESSING THE

SERVICE

-e.g. parking, or getting through on thephone or Internet.

Service Delivery/Quality

SERVICE DELIVERY QUALITY:

One’s experience with the service provider

-why clients are or are not satisfied with the service they receive.

ImprovingService

PRIORITIESFOR

IMPOVEMENT

-using the surveyresults to guide improvements

ImprovingService

PRIORITIESFOR

IMPOVEMENT

-using the surveyresults to guide improvements

The Citizens FirstService Model

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What Canadians Want From Government Services:

Work on Drivers of Satisfaction:

-Improve Timeliness

-Achieving Outcome

-Going Extra Mile

-Fairness

-Knowledgeable Staff

Keep Processes

Simple

Increase Education and

Awareness

Protect the Privacy &

Security of their personal information

Be Accountable

Offer More Online…But

Don’t Eliminate

Choice

Deliver Better Services than

the Private Sector

Improve Access

Have in Place Top Quality

Service Agents

Clearly identify roles &

responsibilitiesIntegrate –

Across Channels & Departments

Prepared by: Cathy Ladds based on a review of recent research.

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The Gartner “Hype Cycle for Government”-the Impact of Technology on the Service Agenda

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