BizPaL was conceived - IT World Canada

3Introduction: Need to for Multi-jurisdictional Collaboration! All orders of Government are embracing onlineservice delivery.! Recognition that aligning and sharing ourwork, strategies and experiments will lead toimproved service.! IM standards and open architecture willincrease the level of collaboration.

7Service to Business FrameworkThe client experience will be more compelling as the serviceto business moves up the maturity model levels.Increasing Sophistication, differentiation of OfferingsOutcome AreaOnline Presence/Basic CapabilityService AvailabilityMature DeliveryServiceTransformationIncreasedaccessibilityFacilitatedComplianceIntegrated ServicesImpact programsEase of access andnavigation;Gateways andClustersCompliancerequirementsConsistent genericservices acrosschannels and accesspointsProgram offersPersonalized pushedinformation“My BIS”SubscriptionAnticipatory helpIncreased self-service,variety of genericsolutionsPush programopportunities based onpersonalization“What if” capabilityBundled transactionsFedIncorporation“BIZPaL”End to end solutions withbundled servicesBusiness RegistrationOn-lineTargeted Programs“Harmonized content”“SMART Regulations”Inter-jurisdictionalprocesses;“Seamless solutions”Remove barriers to success“Breakthrough Programs”Cross-jurisdictionalprocesses and programsIncreasing Completeness of OfferingsValued RelationshipsVoice for BusinessNetwork of businessesBusiness / servicesexchangeeGovernment, eDemocracyAdvocacy focal point

Getting to mature delivery - BIZPaLWhy start with business licenses and permits?! Business associates regulatory and compliance roles withgovernment." Area is complex, jurisdictionally shared, irritant for business! Business Gateway focus testing:“Businesses all say that regulation and compliance iscumbersome: too much time is wasted looking for andcompleting forms”! Ontario found as many as 26 permits are needed to opena resort! Even the smallest businesses will need an average of 5licenses or permits in their lifetime! A significant proportion of business services originate inmunicipalities which have yet to go online.! 76% of Canadian businesses want to be able to register for allpermits and licenses governments in a single transaction.(Ekos Research – Rethinking the Information Highway)10

Getting to mature delivery - BIZPaLUnique Approach! Federal funding available to develop the concept instages." Invitation to develop a business case.! Demonstration prototype built based on internationalresearch, best practices.! Business case built collaboratively:" 10 provinces, 1 territory" 6 municipalities" Federal government! Business case addressed tough issues around:" Governance/collaboration" Sustainability! Submitted for “early phase” funding consideration fromfederal government.11

! Functional Vision:Getting to mature delivery - BIZPaL" a convenient entry point for all Canadianbusinesses• level playing field for all,• irrespective of jurisdiction,• portability across regions)" Wizard to find what licenses/permits are needed" Gateway to direct to the provider of the licensesand permits," Ability to apply for most licenses and permitsonline (e.g. submit form)" Ability to pay fees online12

BIZPaL Next Phase! In the next year, project associates can participate at variouslevels:! Contributing “in kind” or other resources that would further a fullyintegrated solution! Help build enthusiasm and interest in the project! Possible leveraging of existing systems and initiatives! Share development environments or personnel if appropriate! Funding! Several committees and working groups are being set up tomove forward.! Executive champions to encourage further collaboration! Share operational leadership in on-going work.! For more information or to participate:!Contact: Jim Lowe, Project Manager, Industry Canada613-941-3477 e-mail: lowe.jim@ic.gc.ca15

As discussed earlier ….The businesscommunity is not anhomogenous group.OtherBusinesssegmentation helpsus to betterunderstand and linkthe client to therequiredservice/contentprovider(s).Valued RelationshipsBusiness NeedsSimplified ProgramsIntegrated ServicesFacilitated ComplianceIncreased AccessibilityPotentialSIZELIFECYCLEmicrosmallmediumlargetimepre-start totransitionlocalSECTORType ofBusinessfinanceproductionmarketingtechnologyaboriginalnationalyouthwomeninternationalLOCATIONINTERESTAs-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business17

Business Services Mapping (BSM)! In order to get a better understanding of whatbusiness sees, we looked at:" Inventory of OPS Services to Business from 11Ministries with 85% of B2G services" List of Federal and Municipal Business toGovernment programs" Inter-ministry and inter-jurisdictional service touchpoints" 6 industry sector customer perspectivescenariosAs-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business19

BSM Data Gathering! ISD Leads identified Ministry representatives! Ministry representatives provided theinformation! Information, now stored in the database,requires a quality control review! It is important to distinguish between:" Programs e.g.. MCBS Companies Branch" services and e.g.. Business Incorporation" Processes e.g.. Registration, Renewal,AmendmentNote that the following results relate to provincial information.As-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business20

BSM Preliminary Results: Services by MinistryPrograms = 74 Services = 181 Processes =387Number of Services45Services by Ministry404335303025201510241914 14 10 10 105430MEOIMNRMCBSMOEMOFMNDMMTOMOLMMAHTourismOMAFAs-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business22

BSM Preliminary Results: Business IdentifiersBusiness Identifiers Used by ServiceProgram Specific (64)42%Federal BusinessNumber (19)13%Other (5)3%ONBIS Number (1)1%No identifier used(62)41%! The most commonly used identifier is the Federal Business Number.! A substantial number of services use no identifier.! 88% of services cannot match to a common business identifier.As-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business23

BSM Preliminary Results: Service Channel AvailabilityService Channel Availability by ProcessFace to Face76 (50%)Kiosk12 (8%)Web82 (54%)Interactive Voice Recognition20 (13%)Call Centre59 (39%)Over the Counter88 (58%)Mail / Fax120 (79%)0 20 40 60 80 100 120 140 160Number of Services! “Web” access may mean as little as providing a downloadable form orinformation on line.! A significant number of services are adjudications, inspections or consultativerequiring face to face interactionAs-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business24

BSM Preliminary Results: Service Access FrequencyServices tend to be accessed annually or on an unpredictable frequency.As-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business25

BSM Preliminary Results: GeneralRegistration informationtakenAuthentication RequiredService Fee charged84717245%39%39%Highest VolumeTransactionsLifecycle stageFinance, CBS, Labour, TransportationBeyond registration, low correlation! Business identification information is required repeatedly withpossibly high levels of redundancy redundancy redundancy.! 71 authenticated services is probably a minimum for ESD.! High volume transactions are largely clustered in four ministries.As-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business26

Client Perspective Service Scenarios! Industry Sector Selection Criteria" Has small to medium size companies" Key Business for growth and retention" Firms at various stages of business lifecycle" Geographically dispersed" Multi-jurisdictional needs" Political and public interestAuto Parts MfgConstruction – ResidentialFinancial Services – InsuranceTransportation – TruckingRetail – Food ProductsAgriculture – DairyAs-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business27

BSM Preliminary ResultsResidential Construction - New Sub-divisionDecision PathStartHas the propertybeen zonedresidential?Did you receiveHave youDo you havethe help you neededregistered theDo you haveYes Yesthe requiredYesYes Yesdesigning yoursubdivision forlocal permits?permissions?subdivision?warranty?EndFederal ProgramsNoCanadianMortgage andHousingCorporationNRC ConstructionInstituteNoNoNoProvincialProgramsDocuments: Approvals from allconcerned MinistriesMinistry: MMAHProgram: One Window Land Use PlanningDescription: Incorporates approvals fromEnvironment; Natural Resources; Transportation;Citizenship, Culture and Recreation; Agricultureand Food; and Northern Development and Mines.Ministry: MCBSProgram: Ontario NewHome Warranty PlanMunicipal ProgramsDept: PlanningProgram: ZoningSome largermunicipalities havebeen delegated theauthority from MMAHto approve land useUtilities and Municipal PermitsDept: Electric UtilityProgram: Permission todig and/or connect toelectric systemDept: Planning/HealthProgram: EnvironmentalHealth ApprovalsDept: Water UtilityProgram: Permission todig and/or connect towater systemDept: PlanningProgram: BuildingPermitsLegendProgramOptional B2GProgramProgramMandatoryB2G ProgramDocumentOfficial documentreceieved as partof a programBoldMultiple jurisdictioninvolved at thedecision pointStart/EndBeginning orEnding ofBusiness EventDecision BoxPoint in a businessevent that requires adecision to determinethe appropriate actionAs-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business28

StartProgramHas the propertybeen zonedresidential?NoDept: PlanningProgram: ZoningOptional B2GProgramProgramDid you receiveHave youDo you havethe help you neededregistered theDo you haveYes Yesthe requiredYesYes Yesdesigning yoursubdivision forlocal permits?permissions?subdivision?warranty?CanadianMortgage andHousingCorporationNRC ConstructionInstituteDocuments: Approvals from allconcerned MinistriesMandatoryB2G ProgramDocumentMinistry: MMAHProgram: One Window Land Use PlanningDescription: Incorporates approvals fromEnvironment; Natural Resources; Transportation;Citizenship, Culture and Recreation; Agricultureand Food; and Northern Development and Mines.Official documentreceieved as partof a programNoSome largermunicipalities havebeen delegated theauthority from MMAHto approve land useBoldMultiple jurisdictioninvolved at thedecision pointNoMinistry: MCBSProgram: Ontario NewHome Warranty PlanStart/EndDept: Electric UtilityProgram: Permission todig and/or connect toelectric systemDept: Planning/HealthProgram: EnvironmentalHealth ApprovalsBeginning orEnding ofBusiness EventNoDept: Water UtilityProgram: Permission todig and/or connect towater systemDept: PlanningProgram: BuildingPermitsDecision BoxEndPoint in a businessevent that requires adecision to determinethe appropriate actionThe intention is to use this information to help identify serviceopportunities across multiple levels of governmentMinistry InputFederalB2GProgramsTouch PointsMBSServiceDefinitionHandbookOPS B2GServiceRepositoryServices that touchmultiple ministriesand/or levels ofgovernmentIndustry SectorConsultationResidential Construction - New Sub-divisionDecision PathFederal ProgramsProvincialProgramsMunicipal ProgramsLegendMunicipalB2GProgramsUtilities and Municipal PermitsValidatesCustomer Perspective ScenariosINSIDEOUTSIDEAs-Is State Future State Gap Analysis Working Groups Strategy Themes Action ItemsIntegrated Service Delivery for Business29

Community of Interest …..what is the concept?! The service delivery concept is based on co-operation within aCommunity of Interest across multiple jurisdictions! There are potentially many Communities of Interest, each formedbased on common or similar needs of various stakeholders! Communities are formed/maintained based on common needs ofvarious stakeholders! There may be several pathways into or within a Community toobtain required services.! Stakeholders are free to participate and withdraw from aCommunity! Communities are governed by a representative body based onagreed upon standards, protocol, processes, and policies.! Community members include a combination of public andprivate sector participants! Stakeholders may be members of multiple communities in wholeor in part.Integrated Service Delivery for Business30

The Business Communities of Interest is based on voluntary participationby stakeholders (Public/Private) and involve Multiple Gateways/Portals.BusinessClientsServiceAgent of theClientCommunity GovernanceSmartNavigator•profiling•specificrequestsServiceTransformationCommunityManager• standards• tools• etc.Content Services• Gov’t programs• private providers,• etc.Service Agent ofGovernmentCommonSupportServices• authentication• payment, etc.Integrated Service Delivery for Business31

Communities of Interest – Potential Advantages! Government Programs remain responsible and accountable for theirservices.! Tiers of government can retain their individual branding by allowingmultiple portals (access points) to exist to the same services.! Stakeholders can leverage their current technology/portal investments! Allows smaller or less advanced stakeholders to leverage the solutionsand services provided by the community.! Offers an “opt-in” model to allow stakeholders determine their ownparticipation level.! Promotes standardization of technology and processes amongstCommunity participants.! Promotes the involvement of Private sector as both intermediaries andas proven “value-added” content providers.! Provides incentive to early adopters by providing a greater influenceon the creation of the “rules of engagement” and standards in the initialcreation stage.Integrated Service Delivery for Business32

Communities of Interest – Potential Challenges! Determining the Governance and funding model! Community model effectiveness increases with greaterparticipation, therefore, need to create stakeholder buy-in.! Determining the right mix of public/private participation.! Developing tools and standards! Developing a marketing and communication plan! Gaining multi-tier government support for the concept! Creating a transition plan that encourages earlyCommunity membership initially and builds critical mass.Integrated Service Delivery for Business33

Community of Interest - Laboratory! A laboratory sponsored by COBSC / IC and MCBShas been set up to demonstrate the concept. It willrun for six months from March 3, 2003 and our use ofthe laboratory terminates August 29, 2003! The laboratory has been established to supportnetwork connectivity between Program Areas,Service Agents, and a Service Manager, with callableweb services from a Service Provider node.! The laboratory comprises a set of governancesystems that are used by participants to establishtheir relationship with a community and to describethe information and transaction services they willoffer through it, and then to facilitate access to thoseinformation and transaction servicesIntegrated Service Delivery for Business34