Canada Business Service CentresCanada Business Service Centres “ “The Challenges of Single Window The Challenges of Single Window

Service Delivery - Meeting Business Needs”Service Delivery - Meeting Business Needs”

Panel DiscussionPanel DiscussionPublic Sector Service Delivery CouncilPublic Sector Service Delivery Council

May 14, 2001 May 14, 2001

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OutlineOutline

Background to network of CBSCs

Channel management and integration

Relationship with policy and program departments

Governance, accountability in a partnership setting

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Canada Business Service CentresMandate ...

Canada Business Service CentresMandate ...

the primary source of information on services to business, free of charge across the country

provide information and refer to other partners regarding programs, services and regulations

focus on start-up entrepreneurs, established small and medium-sized businesses and new exporters

delivered in partnership with provinces and territories and others involved in economic and business development.

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PhonePhone Walk-inWalk-in Info-FAXInfo-FAX

E-mailE-mail WebWeb

5 Modes of Access ...5 Modes of Access ...

ConventionalConventional

Internet-basedInternet-based

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Plus a growing network Plus a growing network of 340 local access sitesof 340 local access sitesPlus a growing network Plus a growing network of 340 local access sitesof 340 local access sites

Federal Governance Side of the CBSC Network

Federal Governance Side of the CBSC Network

ICIC ACOAACOACEDCEDWDWD

IqaluitIqaluitYellowknifYellowknif

ee

VancouverVancouver

EdmontonEdmonton

WhitehorsWhitehorsee

SaskatoonSaskatoon

WinnipegWinnipeg

TorontoToronto

CharlottetoCharlottetownwn

HalifaxHalifax

MontrealMontrealSt. John’sSt. John’s

FrederictoFrederictonn

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Provincial/Territorial Partnerships ...Provincial/Territorial Partnerships ...

Formal Agreements with Governments of:Formal Agreements with Governments of:Alberta OntarioBritish Columbia ManitobaSaskatchewan NunavutNorthwest Territories Newfoundland

Contractual Agreements with:Contractual Agreements with:Yukon/Yukon Chamber of CommerceQuebec/Montreal Board of Trade

Administrative Cost-Sharing Arrangements and Administrative Cost-Sharing Arrangements and Co-locations in:Co-locations in:New Brunswick Nova ScotiaPrince Edward Island

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Channel Management and IntegrationChannel Management and Integration

Efficient Information Management….is the key

Shared IM Standards: use common information for all modes of access

Data organization: consistent key words, tagging

Currency: single update process; common application overnight updates across the country

Clear roles and responsibilities for information management

Recommendation:“Develop strong government-wide IM policies - not optional guidelines.”

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New Forms of Channel Integration New Forms of Channel Integration

An enhanced service option.

Integrates the internet and the telephone channel– synchronizes Internet searches

between CBSC and client

Brings CBSC expertise to:– Service Canada and CBSC

regional partner location, CAP site

– any home or office with a separate phone line (cell, cable Internet, 2 lines)

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Relationship with Policy and Program DepartmentsRelationship with Policy and Program Departments

Clear mandate, budget and feedback to partners

…….are keys

Mandate - to legislate or not? Collegial relationships - do they work or hinder progress?

Consistent government support (SFT, Budgets, Public Announcements)

– allocated budget specific for purpose

Constantly demonstrate benefit through feedback mechanisms: newsletters, annual report, department-specific reports

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Relationship with Policy and Program DepartmentsRelationship with Policy and Program Departments

Clear mandate, budget and feedback to partners

…….are keys

CBSC challenges:

– how to relate to new service delivery “players”?

– partner fatigue - too many demands, initiatives

– partner co-operation and participation is optional

Recommendation:“Be strategic, concentrate efforts on reinforcing partner relationships. Design systematic feedback methods.”

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““The first equation is the CBSC concept. The second one is the Partnership concept.”The first equation is the CBSC concept. The second one is the Partnership concept.”

Governance, Accountability in a Partnership SettingGovernance, Accountability in a Partnership Setting

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Partnership Governance - A Practical ExamplePartnership Governance - A Practical Example

CBSC Manager

ProvincialProvincial$$

FederalFederal$$

36 Federal36 FederalDepartments/Departments/

AgenciesAgencies

Federal ManagingFederal ManagingPartnerPartner

Federal StaffFederal Staff

ProvincialDirector

ProvincialDepartments

Business Business AdvisoryAdvisoryCouncilCouncil

Provinciallyfunded

facilities

FederallyFederallyfundedfundedfacilitiesfacilities

ManagementFEDERAL

Board PROVINCIAL

CommonDatabaseCommonDatabase

Provincial Staff

““The Bubble Gum and Good-Will Model”The Bubble Gum and Good-Will Model”

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Governance, Accountability in a Partnership SettingGovernance, Accountability in a Partnership SettingGovernance, Accountability in a Partnership SettingGovernance, Accountability in a Partnership Setting

“There is no limit to what a man can do or where a man can go, if he doesn’t mind who gets the credit.”

- Benjamin Jowett 19th century educator

“No one gets into a partnership to disappear.”

- One very astute CBSC Manager

“The bubble gum and goodwill model”

Recommendation: “Single Windows provide excellent client service, but need the appropriate (non-sectoral) tools to be most effective.”

Canada Business Service CentresCanada Business Service Centres

Presenter:Presenter:Robert SmithRobert Smith

Executive DirectorExecutive Director

613-954-3576613-954-3576smith.robert@ic.gc.casmith.robert@ic.gc.ca

Address:Address:National SecretariatNational Secretariat

Canada Business Service CentresCanada Business Service CentresIndustry CanadaIndustry Canada235 Queen Street235 Queen Street

Ottawa, ONOttawa, ONK1A 0H5K1A 0H5