Service Mapping:Implementation and Opportunities

Update to the PSSDC and PSCIOCSaint Sauveur, Quebec, May 2004By: Ontario Ministry of Consumer and Business Services Industry Canada

Service Mapping – Halton Project Business Transformation Enablement Program (BTEP)

Standardizes mapping of services to clients Helps to identify client-centred service bundles Helps to identify opportunities for horizontal collaboration

Application of BTEP to starting a restaurant in Halton Goals

Test the BTEP methodology and report on success Lay a foundation for further mapping Identify possible opportunities for horizontal collaboration

Involved federal, provincial, and municipal representatives Mapped all of the government services that could be

required to start a restaurant in Halton Supported two immediate opportunities

COBSC collaborations for municipal services Inter-Jurisdictional Service Initiative by building a service to

enable service delivery collaboration across jurisdictions

Halton Project Results

Public Service Alignment Model matches service outputs to client needs providing a complete picture of services across jurisdictions

Top box is Municipal service output

Bottom is Regional Left boxes are

Provincial Right is Federal

Municipal Program(s)

Regional Program(s)

AGCO

LCBO

Tax Revenue Division

Socio-Economic Development-plan a succesful business(need to assist them with their business planning,EX, find a suitable location)(need for sector analysis, Statistical data (stats can)

Socio-Economic Development-meet gov't requirements in a cost effective manner(Understanding GOV requirements, EX checklist)(reduce/eliminate time required to meet Govrequirements by directing them to various permitsand licenses needed for their endeavor)

(inform them of risk of non compliance)

Socio-Economic Development-maintain competitiveness

(need to defend trademark rights)

Natural Resources-supply clean water

Environment Protection-waste management

Environment Protection-comply with environmental regulations

Public Health-comply with public health regulations

Natural Resourcesconform to protected species regulations

Legal, Collective, Democratic & Human RightsProtection

-Managing personal liability risk

Legal, Collective, Democratic & Human RightsProtection

-comply with human rights

Social Development-comply with accessibility rules

Public Safety-police, fire, ambulance needs for safe infrastructure,

roads, lights etc.

Public Safetymeet and maintain worker safety, fire, building and

health inspections

Justiceaccess to fair hearings for claims recourse

GOV Financial Management Services-comply with tax obligations, pay taxes

Restaurant Owner

P Corporate TaxRegistration Service

Corporate Income TaxAccount

P Retail Sales TaxRegistration Service

Retail Sales Tax Account

P Employers Health TaxService

EHT Account

Meet obligation to payemployer health tax

BTEP Program Service Alignment Model – New Business Startups (Restaurant Owners)

Goods and Services Tax (GST)

F Goods and Services TaxService

Goods and Services TaxAccount

Targeted Wage Subsidy Program(HRDC)

F HRDC Targeted WageSubsidy Service

Targeted Wage Subsidy

Canada Small Business Financing(CSBF) Program

F Canada Small BusinessFinancing Service

Small Business Financing

Community Futures DevelopmentCorporations (CFDCs)

F Community FuturesDevelopment Corporations

(CFDCs) Service

Northern CommunityFinancing

Statistics Canada

F Statistics Service

Statistical information

Federal Business Incorporation

F Federal IncorporationService

Federal IncorporationRegistration

Canadian Intellectual Property Office

F CIPO trademarkprotection service

Trademark registration

Business Number

F Business NumberService

Business NumberRegistration

Consumer Products and Labelling

F Consumer Productsand Labelling Service

Consumer Products andLabelling standards and

regulations

COBSC

F COBSC informationservice

COBSC Information forbusinesses

Aboriginal Business Canada

F ABC grants andcontribution service

Aboriginal Business grantsand contributions

Business Development Bank ofCanada (BDC)

F BDC Loan GuaranteeService

Loan guarantee

Canada Pension Plan (CPP)

F Canada Pension Plan(CPP) Service

Canada Pension Plan (CPP)account

hiring and f iring f lexibility

don't have to providea private pension plan

sufficient capital to start

sufficient capitalto start

eases thefinancial burden

sufficient capital to start

sufficient capitalto start

ability to domarket research

protection fromcorporate liability

single access point to informationon federal and provincialprograms, services and

regulations to start a business

comply w ith tax obligations GST rebates

protection from liability

AGCO

F AGCO informationservice

AGCO information servicesfor businesses

Assistance w ithbusiness planning

single access point to information aboutfederal and provincial programs, services

and regulations to start a businessAdvice regarding various government requirements

protection from public safety liability

Employment Insurance (EI)

F Employment Insurance(EI) Service

Employment Insurance (EI)account

M Publicationssubscription service

M Publications

M Minor Variance service

M Minor Variance

M Land Severance service

M Land Severance

M BIA designation service

M BIA designation

M Road entrance permitservice

M Road entrance permit

M Bingo License Service

M Bingo License

M Raffle License Service

M Raffle License

M Break Open TicketSeller License Service

M Break Open Ticket SellerLicense Service

M Heritage propertyalteration approval service

M Heritage property alterationapproval service

M Fine Collection

Collected fine

M Occupancy Permitservice

M Occupancy Permit

M Building permit service

M Building permit

M Sign Permit service

M Sign Permit

M Site Alteration Permit

M Site Plan Alteration Permit

M Road excavation permitservice

Road excavation permit

M Business license service

M Business License

M Site Plan Applicationservice

M Site Plan approval

M Re-zoning service

M Re-Zoning

M Property Tax service

M Property tax account

P Liquor Control Board ofOntario Supply Service

P Liquor Control Board ofOntario Supply

OLGC

P Ontario Lotteryand Gaming CorporationProduct Seller Contract

Service

P Ontario Lottery and GamingCorporation Product Seller

Contract

MEDT

P Education and TrainingService

Entrepreneurial SkillsDevelopment Course

P Information Services

Ontario Business Report

P Investment and KeyAccount Service Advisory

Service

Investment Advice

P Capital FinancingInformation Service

Capital Financing Information

P Business DevelopmentAdvice Service

Small Business Advice andGuidance

Companies Personal Property & Security Branch

P Business NameRegistration Service

Business Name Registration

P Incorporation Service

Incorporation Registration

P Partnership RegistrationService

Partnership Registration

Assistance w ithbusiness planning

Assistance w ithbusiness planning

Advice regarding variousgovernment requirements

Advice regarding variousgovernment requirements

Advice regarding variousgovernment requirements

Advice regarding variousgovernment requirements

Assistance w ithbusiness planning

Value is:…….limits personal liability and creates business structure

Can limit personalliability and createsbusiness structure

provides taxadvantages

Workers Safety & Insurance Board

P Worker Safety InsuranceBoard Registration Service

P WSIB Account

Advice regarding how to operatea safe w orking environment

Contributes to insurance plan

ORC

P Ontario RacingCommission Teletheatre

License Service

P Ontario RacingCommission Teletheatre

License

Provides a framew ork that restricts competitors

from operating illegallyand a framew ork forcomplying w ith the

regulations in the future

P Liquor License Service

P Liquor License Permit

P Break Open TicketRegistration Service

P Break Open Ticket 3rdParty Seller Registration

P Slot Facility RegistrationService

P Slot Facility Registration

P Break Open TicketLicense Service

P Break Open Ticket CharitySeller License

P Bingo Hall RegistrationService

P Bingo Hall Registration

P Bingo Event LicenseService

P Bingo Event License

P Raffle License Service

P Raffle License

P Exempt GamingRelated Supplier

Registration Service

P Exempt Gaming RelatedSupplier Registration

P Key EmployeeRegistration Service

P Key Employee Registration

P Non-Gaming RelatedSupplier Registration

Service

P Non-Gaming RelatedSupplier Registration

protection from corporate liability

WSIB tribunal moderates claims

Provides a framew ork that restricts competitors from operating illegally as w ell as providing themw ith an assurance of initial compliance and a framew ork for complying w ith the regulations in the future

Provides a framew ork that restricts competitors from operating illegally as w ell as providing them w ith an assurance of initial compliance and a framew ork for complying w ith the regulationsin the future

access to goods tosell to customers

Assistance w ithbusiness planning

Assistance w ithbusiness planning

Advice regardingvarious government

requirements

protection fromunfair competition

Provides a framew ork for restricting access to a registration, and sanctioning competitors operating outside the law

Access to goodsto sell customer

Insurance against w orkplace mishaps

Permission tocollect and remitretail sales taxMeet obligation to

file tax returns

Provincial / Regional Program

P/R Talk to me service

P/R Talk to me session

providesknow ledge &

understanding ofprocess

UnderstandingGOV requirements

P/R Ontario Works - HaltonPlacement service

P/R Ontario Works - HaltonPlacement

R Publicationssubscription service

R Publications

R Business library service

R Access to businesspublications

R Healthy Heart menuevaluation service

R Healthy Heart certificate

R Site SelectionAssistance service

R Site Selection Assistance

R Access toProfessionals service

R Professional businessadvisor

R Small BusinessSeminar Service

R Small Business Seminar

R Referral to professionaladvisor service

R Referral to professionaladvisor

R Access to businessadvice service

Business advisor

R Water/Sewer connectionpermit service

R Water connection permit

R Storm Sewer connectionpermit service

R sewer connection permit

R Road entrance permitservice

R Road entrance permit

R Garbage & Recyclingpickup evaluation service

R Garbage & Recyclingpickup ruling

R Health permit service

R Health Permit

R Food Handling SafetyCourse service

R Food Handling SafetyCourse certificate

R Road excavation permitservice

R Road excavation permit

R Floor Plan & EquipmentLayout Approval service

R Floor Plan & EquipmentLayout Approval

easier tointerface

w ithgovernment

enhances business success

providesknow ledge &understanding

of processof business

needs

legal protectionof tradename

providesknow ledge &understanding

of GOVrequirements

provides know ledge& understanding ofGOV requirements

enhances business success by providing the necessaryinformation to help entrepreneur make an informed decision

provides know ledge andunderstanding of

legal and human rights

provides know ledge &understanding of process

how to sustaincompetitiveness

provides know ledgeand understandingof process w aste

management

provides know ledge &understanding of process to comply

w ith environmental regulation

provides know ledge & understanding of process

protection from public health liability

Obtain potable w ater

Meet potable w ater standards

Guarantees access tow aste w ater removal

Guarantees accessto potable w ater

Eliminates w aste w ater hazard

Safe treatmentof w aste w ater

Safe treatmentof w aste w ater

Meet potable w ater standards

Removal of w aste w ater

Ensuresw aste

disposal needs

/ requirementsare met

Ensures w astedisposal needs/requirements

are met

Ensures w aste disposal needs/ requirements are met

Ensuressafe

access toproperty

Ensures compliancew ith accessibility legislation

Ensures publicaccess to business

Facilitates hiring ofqualif ied staff

Facilitates hiring ofqualif ied staff

Guaranteespublic accessto restaurant

business

provides informationto reduce risk

Ensures floor plan/equipmentlayout meets health regulations

Ensures floor plan/equipmentlayout meets health regulations

Ensurecompliancew ith HealthDepartmentregulations

Ensures changes to roads meetstandards for safe infrastructure

Ensures changes toroads meet standardsfor safe infrastructure

Ensures compliance w ithHealth Dept regulations

Ensures all signs meetsame set standards

Provides businessplanning information

Can proceed w ithmodif ications to

improve business

Enhancesbusinesssuccess

Severanceprocessinitiates

assessmentprocess

Ensuresmembers indesignatedareas payappropriateBIA levies

Ensurescom/ind

pays correctproperty tax

Ensurebusiness

leviedappropriatetax rates

Competitors areregulated

Ensures propertyow ners aw are ofheritage standardsand requirements

Dischargeof

obligation

EnsuresHealth Deptinformed ofall operatingbusinesses

Provides a framew ork that restricts competitors from operating illegally as w ell as providing themw ith an assurance of initial compliance and a framew ork for complying w ith the regulations

in the future and provides the public w ith confidence in the integrity of their business

Provides a framew ork for restricting access to a registration,and sanctioning competitors operating outside the law

A trigger for assessmentprocess for Ministry of Rev

Assessment processinitiated w ith building permit

Ensures all building code issues are addressed and complied w ith

Ensures business is in correct location

Ensures all building codeissues are addressed

and complied w ith

Ensures all building codeissues are addressed

and complied w ith

Ensures all traff ic /services/ health

issues for complianceare identif ied

Ensures business isin correct location

Ensure gradechanges don’t

affectdrainage

Guarantees publicaccess to

restaurant business

Ensures changes to roads meetstandards for safe infrastructure

Ensures safe accessto property

Ensures culverts andfill to standard

Ensures public access to business

Ensurescompliance

w ithaccessibilitylegislation

Federal Program(s)

Provincial Program(s)

IC PSAM v0.4 2003.12.08.vsd

Halton Project Results Mapped transitions and associated interactions with government involved in establishing a restaurant –

mapped by jurisdiction, output type Are many service outputs required of multiple jurisdictions for each transition Multiple interactions make it tough for the entrepreneur to make transitions Output type mapping indicates that some services could be bundled, for example advisory services are

required at each transition

AnyoneSTART

Aspiring Entrepreneur

Closed RestaurantBusiness

Going concernrestaurant

New Restaurantoperating

STOP

Restaurant businessentity is fully licensedfor intended operation

Legal Business Entityformed

Restaurant facilityready

Primary paths

MunicipalM BIA designationM Bingo LicenseM Raffle LicenseM Break Open Ticket Seller LicenseM Business LicenseM Sign PermitM Occupancy PermitRegionalR Referral to professional advisorR Health Permit

ProvincialP Liquor Control Board of OntarioSupplyP Liquor License PermitP Special Occasion PermitP Break Open Ticket 3rd Party SellerRegistrationP Break Open Ticket Charity SellerLicenseP Raffle LicenseP Bingo Hall RegistrationP Bingo Event LicenseP Slot Facility RegistrationP Key Employee RegistrationP Non-Gaming Related SupplierRegistrationP Exempt Gaming Related SupplierRegistrationP Ontario Racing CommissionTeletheatre LicenseP Ontario Lottery and GamingCorporation Product Seller Contract

Federalnone

ProvincialP Entrepreneurial Skills DevelopmentCourseP Ontario Business ReportP Small Business Advice andGuidanceP AGCO information Service

Transition Services 1MunicipalM PublicationsRegionalR Small Business SeminarR Professional business advisorR Referral to professional advisorR Business advisorR PublicationsR Access to business publicationsR Business promotion eventP/R Talk to me session

ProvincialP Corporate Income Tax AccountP Retail Sales Tax AccountP Entrepreneurial Skills DevelopmentCourseP Incorporation RegistrationP Partnership RegistrationP Business Name Registration

FederalF AGCO information ServiceF Goods and Services Tax AccountF COBSC Information for businessesF Federal Incorporation RegistrationF Business Number RegistrationF Trademark registration

Transition Services 2Municipal RegionalM Road entrance permitM Property tax accountM Road excavation permitM Building PermitM Site Plan Alteration PermitM Land Severance serviceM Minor VarianceM Re-ZoningM Heritage property alterationapprovalM Site Plan approvalM BIA designationRegionalR Water connection permitR sewer connection permitR Road entrance permitR Professional business advisorR Referral to professional advisorR Business advisorR Road Excavation PermitR Garbage & Recycling pickup rulingR Site Selection AssistanceR Floor Plan & Equipment LayoutApproval

ProvincialP Ontario Business ReportP Investment AdviceP Capital Financing Information

FederalF Loan guaranteeF Aboriginal Business grants andcontributionsF Small Business FinancingF Northern Community FinancingF Statistical InformationF Consumer Products and Labelingstandards and regulations

Transition Services 3

MunicipalM Collected FinesRegionalR Professional business advisorR Food Handling Safety CoursecertificateR Referral to professional advisorR Business advisorR Healthy Heart certificateR BylawsP/R Ontario Works - Halton Placement

ProvincialP WSIB AccountP EHT Account

FederalF Employment Insurance (EI) accountF Canada Pension Plan (CPP) accountF Targeted Wage Subsidy

Transition Services 5MunicipalM PublicationsRegionalR Small Business SeminarR PublicationsR Access to business publicationsR Business promotion eventR Marketing to areas outside theregionP/R Talk to me session

FederalF COBSC Information for businessesF Statistical Information

Transition Services 4

(Units of) ResourceM Road entrance permitR Water connection permitR sewer connection permitR Road entrance permit

AnyoneSTART

Aspiring Entrepreneur

Closed RestaurantBusiness

Going concernrestaurant

New Restaurantoperating

STOP

Restaurant businessentity is fully licensedfor intended operation

Advisory EncountersM PublicationsR PublicationsR Access to business publicationsP/R Talk to me sessionP Ontario Business ReportP/R Small Business Advice andGuidanceP AGCO information ServiceP/F COBSC Information for businessesF Statistical Information

Educational& Training EncountersR Small Business SeminarP Entrepreneurial Skills DevelopmentCourse

Advocacy and PromotionalEncountersR Business promotion eventR Marketing to areas outside the region

Advisory EncountersR Referral to professional advisorR Business advisorP Ontario Business ReportP Investment AdviceP Capital Financing InformationF Statistical Information

Periods of PermissionM Road Excavation permitM Building PermitM Site Alteration PermitR Road Excavation Permit

FundsM Property tax accountF Loan guaranteeF ABC G’s and C’s FundsF Small Business FinancingF Northern Community Financing

Rulings & JudgmentsM Land Severance serviceM Minor VarianceM Re-ZoningM Heritage property alteration approvalR Garbage & Recycling pickup ruling

Educational& Training EncountersR Professional business advisor

Rules (laws, policies, strategies,plans,…)F Consumer Products and Labelingstandards and regulations

FindingM Site Plan approvalR Site Selection AssistanceR Floor Plan & Equipment LayoutApproval

Advisory EncountersR Referral to professional advisor

Periods of PermissionM Bingo LicenseM Raffle LicenseM Break Open Ticket Seller LicenseM Business LicenseM Sign PermitM Occupancy PermitR Health PermitP Liquor License PermitP Special Occasion PermitP Break Open Ticket 3rd Party SellerRegistrationP Break Open Ticket Charity SellerLicenseP Raffle LicenseP Bingo Hall RegistrationP Bingo Event LicenseP Slot Facility RegistrationP Key Employee RegistrationP Non-Gaming Related SupplierRegistrationP Exempt Gaming Related SupplierRegistrationP Ontario Racing CommissionTeletheatre LicenseP Ontario Lottery and GamingCorporation Product Seller Contract

(Units of) ResourceP Liquor Control Board of OntarioSupply

Periods of AgreementM BIA designation

Periods of AgreementM BIA designation

FundsP WSIB AccountP EHT AccountF Employment Insurance (EI) accountF Canada Pension Plan (CPP) accountF Targeted Wage Subsidy

Matches, Referrals and LinkagesP/R Ontario Works - Halton Placement

Advisory EncountersR Referral to professional advisorR Business advisor

Educational& Training EncountersR Professional business advisorR Food Handling Safety Coursecertificate

Periods of PermissionR Healthy Heart ceritificate

Service Bundle 1

Legal Business Entityformed

Service Bundle 4

Restaurant facilityready

Service Bundle 3

Primary path

Penalties & Periods of SanctionM Collected Fines

Rules (laws, policies, strategies,plans,…)R Bylaws

Service Bundle 5

Advisory EncountersM PublicationsR Referral to professional advisorR Business advisorR PublicationsR Access to Business publicationsP/R Talk to me sessionP AGCO information ServiceP/F COBSC Information for businesses

Periods of PermissionP Incorporation RegistrationP Partnership RegistrationP Business Name RegistrationF Federal Incorporation RegistrationF Business Number RegistrationF Trademark registration

FundsP Corporate Income Tax AccountP Retail Sales Tax AccountF Goods and Services Tax Account

Educational& Training EncountersR Small Business SeminarR Professional business advisorP Entrepreneurial Skills DevelopmentCourse

Advocacy and PromotionalEncountersR Business promotion event

Service Bundle 2

Halton Project – Experience

BTEP a thorough and effective method for service mapping

Pros Very powerful suite of tools and procedures Participants found that the BTEP process made sense BTEP brings together disparate programs and services and

considers them in a standardized way Helps to identify opportunities for collaboration or integration

Cons Highly complex process – large volume of material and

knowledge must be assimilated BTEP may be too detailed for the simple identification of

opportunities. Some of the models are not required for this (ie: logistics model, cycle and events model)

Difficult to document and standardize the communication of process outcomes because of the diversity of tools required. A standard electronic toolkit would be useful

Halton Project – Opportunities

The BTEP process identified: Areas of overlap among jurisdictions or service areas Common service outputs by jurisdiction and type

Alignment opportunities include: Alignment of information services at key points Alignment of service delivery in key areas Common client information, registration Common compliance and monitoring

Information for Small Businesses BizPaL Project

Catalytic project for aligning information on permits and licenses involving three provinces and three municipalities

Yukon, Whitehorse, British Columbia, Kamloops, Ontario, Halton Responds to small business need for improved coordination of

information and services for permits and licenses Reflects Taking Care of Business Survey findings that

information and permits are the top-ranked business experiences with government and that 84% of interactions are compliance-based

Will result in service mapping by jurisdiction of permit and license activities in a number of sectors

Only a portion of BTEP analysis of service delivery BizPaL software application and database will be fed by partner

systems and be delivered through partner web sites 2004-2005: Mapping and product development 2005-2006: Implementation and consideration of options and

approaches for phase 2 (register/manage)

BizPaL

Client

Process Mapping

Permit Wizard

PartnerInterfaces

ServiceChannel

Cross-JurisdictionalInformation

Manage / Register

•Canada•Yukon•Whitehorse•British Columbia•Kamloops•Ontario•Halton

SteeringCommittee Members

M U N I C I P A L G O V E R N M E N T S

License and PermitInformation

My Account

Red Tape, SMEs, and BTEP

Streamlined service delivery can help to reduce the administrative costs of compliance to business

2001 – OECD estimated that administrative costs of compliance consumed 4% of business GDP

Small businesses lack the expertise and resources of larger firms and, per employee, endure 5 times the burden

2001 CFIB identifies regulatory burden as highest priority for members after business taxes and employment insurance

Red Tape reduction efforts have been undertaken in a number of jurisdictions (Ontario, Nova Scotia, New Brunswick, British Columbia, and Newfoundland)

Federal Budget 2004 called for a working group on paperwork burden which will be convened in the fall

Is there a role for BTEP in red tape reduction?

BizPaL Mapping and Red Tape

BizPaL will yield service maps for permits and licenses in three provinces and three cities by August

More mapping is planed for fall/winter 2004-05 Can service maps influence red tape reduction

efforts? Interest expressed by Small Business Policy

secretariat to the Working Group on Paper Burden Are there other opportunities to share the mapping

to support red-tape reduction efforts?

Where do we go from here? Implement BizPaL with partners

Develop and implement for spring 2005 the on-line web service with participating partners

Validate the two identified opportunities COBSC collaborations for municipal services Inter-Jurisdictional Service Initiative by building a service to enable

service delivery collaboration across jurisdictions

Integrate mapping into current initiatives IM Strategy eContact Biz Bundles BizPaL

Continue service mapping to include other industry sectors

Pursue Service Transformation opportunities