compliance without tears

Compliance without Tears: Improving the Government-to-Business Experience

Compliance without Tears: Improving the Government-to-Business ExperienceCopyright © 2017 Deloitte Development LLC. All rights reserved. 2

Manufacturers spend an average of $19,564 per employee every year to comply with federal regulations in the US

Interacting with government can be very costly for businesses

An increase of $1 billion in regulatory burden can eliminate over 8,000 positions

Compliance to rules cost $2 trillion annually in the US

Adding state and local regulations brings the cost of compliance to nearly 17 percent of US GDP, according to some estimates

Source: National Association of Manufactures, American Action Forum, Cost of Government Center


Business pain pointsDealing with government can be tricky for businesses

DelaysComplexity

Paperwork burdenDuplication

Lack of transparency

Inconsistency


So, how can government address those pain points?


By applying Customer Experience (CX) principles to address those business pain points


Applying a CX lens: A Small Business Scenario


Five ways customer experience can transform the government-to-business experience

1. Increase Compliance

2. Reduce delays and increase transparency

3. Cut business costs

4. Join up government

5. Starting a business


E-verifyIncrease Compliance:

E-Verify is a free and typically easy-to-use tool that electronically verifies an employee’s eligibility to work in the US

Delivers results within three to five seconds. About 99 percent of cases are authorized instantly, or within 24 hours

Launched E-Verify listens website to crowdsource improvements to E-Verify

Other key facts• More than half a million employers use E-Verify at more than 1.9 million hiring sites• The system reviews more than 25 million cases annually• The program scored 87 against the federal average of 64 in ACSI 2014 survey

Source: US Citizenship and Immigration Services


“We want something that is understandable and predictable, where customers can figure out what they need, and have a clear understanding of how long they can reasonably expect those things to take.”

— Alex Lawrence, permitting project manager, City of Boston

Boston’s permitting reformsReduce delays and increase transparency

Hackathon: Ran a “hackathon” to co-create with citizens, businesses, and tech community to streamline the permitting process

Permit finder: Launched an app that describes which permits a project needs and a program to track applications

Online system: Released a beta version of an online permitting system that allows users to apply for multiple permits, organize permits by project, and include multiple people

Source: HubHacks, Data-Smart City Solutions, Interview with Alex Lawrence


New Zealand’s Better for Business programCut business costs

Two objectives of the program• By 2017, reduce business costs (effort) of dealing

with New Zealand government by 25%• Ensure government services to businesses

have similar performance ratings as leading private firms

What they didIdentified pain points of businesses regarding delays, duplication, complexity, paperwork, and lack of transparency

Solutions

“Join up” government services Simplify Prioritize

digital Sharing information across departments

Results• By Dec 2015, businesses saw the cost of dealing with government fall by 12 percent• The service performance gap between the government and the private sector has narrowed

Source: Ministry of Business Innovation, & Employment, NZ; State Services Commission, NZ


“The idea was to make it easier for businesses to access all manner of government resources that could help them in their business.”

— Dennis Alvord, executive director, BusinessUSA

Join up governmentBusinessUSA

Join up: In 2012, Department of Commerce launched BusinessUSA to virtually “join up” siloed government programs

Iterative approach: Business leaders were involved in every phase of design and the team released 41 new or enhanced capabilities

Wizards: Quick search tools called ‘wizards’ ask a series of questions and then return customized results

Use of analytics: Uses analytics to determine how usage patterns evolve over time and to track how well its products and initiatives are received

Source: US Economic Development Administration, Interview Dennis Alvord


New York City (NYC) Business AtlasStarting a business

Online tool: NYC Released online tool to help businesses research economic conditions of neighborhoods where they might set up shop

Multiple sources: The tool sources data from multiple sources including the Department of Consumer Affairs, the Department of Finance, Placemeter for traffic data, and the census for demographic data

Type of data: The tool provided data on percentage change in population, median income, existing businesses, new businesses, and taxable sales revenue, and households with kids.

“Most people who come for small business services assistance want to open in their own neighborhoods. They make assumptions. Sometimes it's right, sometimes not. The data helps [them] test those assumptions.”

— Michael Flowers, ex-chief of the Office of Data Analytics, NYC

Source: GovLab and Omidyar Network, Tech President, NYC Business Atlas Website


Strategies to get from here to there

Focus on business as customers

• Map the business journey

• Ask what kind of experience businesses want for each transaction

• Iterate

• Proactively help business navigate government

Instill a customer-centric culture

• To create a customer culture, fix the systems and processes

• Recruit people with customer mindset

• Transcend the silos

Evolve policies based on user input

• Pursue legislative changes when needed

• Engage businesses while formulating rules and regulations

• Bring policymakers and the operations side of the government onto the same page

Focus on business as customers

• Map the business journey

• Ask what kind of experience businesses want for each transaction

• Iterate

• Proactively help business navigate government

Instill a customer-centric culture

• To create a customer culture, fix the systems and processes

• Recruit people with customer mindset

• Transcend the silos

Evolve policies based on user input

• Pursue legislative changes when needed

• Engage businesses while formulating rules and regulations

• Bring policymakers and the operations side of the government onto the same page


http://dupress.deloitte.com/dup-us-en/industry/public-sector/relationship-between-government-and-business-customer-experience.html

Contacts

William D. EggersExecutive Director, Deloitte Centerfor Government InsightsDeloitte Services LP+1 571 882 [email protected]

Sucha KukatlaPrincipalDeloitte Consulting LLP+1 312 486 [email protected]

Greg PellegrinoPrincipalDeloitte Consulting LLP+1 571 882 [email protected]

Kymm McCabePrincipalDeloitte Consulting LLP+1 301 943 [email protected]

http://dupress.deloitte.com/dup-us-en/industry/public-sector/relationship-between-government-and-business-customer-experience.html

mailto:[email protected]




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Copyright © 2017 Deloitte Development LLC. All rights reserved.

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