ipac march 8, 2002

A View of Electronic Service A View of Electronic Service Delivery to Businesses in Delivery to Businesses in

Ontario Ontario

Debbie Farr,Debbie Farr,Director - Ontario Business Connects Director - Ontario Business Connects

Ministry of Consumer & Business Services - Ministry of Consumer & Business Services -

Integrated Service Delivery DivisionIntegrated Service Delivery Division

A View of Electronic Service A View of Electronic Service Delivery to Businesses in Delivery to Businesses in

Ontario Ontario

Debbie Farr,Debbie Farr,Director - Ontario Business Connects Director - Ontario Business Connects

Ministry of Consumer & Business Services - Ministry of Consumer & Business Services -

Integrated Service Delivery DivisionIntegrated Service Delivery Division

IPACMarch 8, 2002

IPAC, March 8, 2002 Slide 2

A Service Delivery VisionA Service Delivery Vision

Ontarians want convenient, accessible, seamless information and Ontarians want convenient, accessible, seamless information and services from government...services from government...

With a choice of easy-to-use channels

… Internet

Secure, reliable access with privacy ensured

… and counters

… telephone

Ministry

Federal Dept

Municipality

Regional


Improving Government Service Improving Government Service DeliveryDelivery

Low Low (1-3)(1-3)

“What priority should the government place on each of the following

areas in order to improve its service to the public.”

MediumMedium(4)(4)

HighHigh (5-7) (5-7)

Simplify forms & reduce red tape

Make gov’t services easier to find and access

Provide one-stop service

Improve telephone service

Extend hours of service

Provide service through new technology such as

the Internet

Place more gov’t services in shopping centres

5 711

182024

32

111418

262823

29

827768

544949

37

Priority


Preferred Method of Contact to Preferred Method of Contact to GovernmentGovernment

Telephone

Walk-In

Internet

52%

27%

21%


Integrated Service DeliveryIntegrated Service Delivery

Integrated Service DeliveryIntegrated Service Delivery

OTC Project

Information and ServicesAccess & Inquiry

Publications OntarioGIC’s

ESD - BusinessOntario Business Connects

ESD - Individuals

››

››››


19952010

Integrated Service Delivery ImplementationIntegrated Service Delivery ImplementationOPS

Driven CustomerDriven

OBC

IntegratedCall

Centres

IntegratedCounters

End-to-end Integrated

Service Delivery

SOKIOSKS

GICsPOAccess & Inquiry

Integrated ESD

Volumes&Products

2003 - ESD target


Government Vision - Electronic Government Vision - Electronic Service DeliveryService Delivery

Contribute to secure, streamlined and simplified client relationships with all levels of government in Ontario

Create choices for reaching government, and for recording the outcomes

Make fast and focussed access readily available and, wherever possible, anticipate the information and transaction needs of individuals or business

Promote Ontario as a preferred jurisdiction for business


Our Service Delivery EnvironmentOur Service Delivery Environment

Individuals Ontario is the largest province, with over 11 million

citizens in Ontario that conduct millions of transactions (eg. MTO / MNR transactions for integrated registration expected to be over 10 million annually)

Business Ontario has 150+ provincial programs, potentially

affecting over 500,000 businesses over 125,000 new businesses are registered in Ontario

each year; 70% using Ontario Business Connects channels, including 12 - 15% Internet applications


ESDb : B2G Business ProcessesESDb : B2G Business Processes

The processes in the business-to-government life-cycle to be

streamlined and simplified include:

Registration processes

Initial registrations, permit issuing, renewals,

updates such as address changes and

cancellations

Reporting processes

Remittance processes

The provision of information related to the above


Current Access ChannelsCurrent Access Channels



Registration: Self Help Workstations(SHW) - 145 stations

Approximately 70% of 125,000 new registrations annually

Public and private sector partners OBC Website - Internet

Provincial suite of services Represents 12-15% of all OBC registrations Forms can be downloaded from the Internet and

mailed Business Registration Online(BRO) - Internet

Combined registration for Federal/Provincial suite of services

New channel available since August 2000



Information Based:

Canada-Ontario Business Services Centre information referral service (call and internet centre) www.cobsc.org

MyBIS information subscription service www.gov.on.ca/cbs.gov.on.ca/obc

Site Partners also provide information to clients



Update Capability:

Integrated Business Change www.cbs.gov.on.ca/obc/english/4TG2AW.htm Single window access for Ontario businesses Streamlines the requirement to fill out many forms Capable of automatic distribution to program areas

Currently working with Ministry of Finance to integrate their requirements


OBC Private Sector OBC Private Sector Partners/ChannelsPartners/Channels

Channels operated by licensed private sector partners

Developing their own retail network

Bundling their own value add services with core

registration

Developing custom software to reach out to their

constituencies (eg. professional organizations such as

lawyers, accountants)


Lessons LearnedLessons Learned

Relationship Management:Relationship Management:

Partnerships are more like living organisms than fixed structures, they are constantly mutating and recombining

Partnerships work through influence and contribution, rather than by control



GovernanceGovernance

Because ESD tends to be partnership oriented, relationships are more complex than can be managed by traditional hierarchies. New governance and accountability mechanisms will be needed (eg. Commonwealth)

Partnership deliverables are more complex to manage and their implementation requires considerable co-ordination. Need Project Management Office / appropriate support, including project charters, ongoing SLAs



Communication: Communication:

Regular communication before, during and after implementation is critical, and needs to be institutionalized

Communication is a matrix of internal and external stakeholders, partners and clients; each needs targeted information, but it must be integrated

Communication cannot be controlled by one organization and must go hand-in-hand with

roles and responsibilities


Where is Government ESD Now?Where is Government ESD Now? Government ESD includes a range of services, starting with

the provision of general information to anonymous users and will expand to include the management of complex, entity specific, relationships

Government provides general information on web sites, through anonymous registration transactions that add information to government databases, to the review of entity specific information, reporting against registered entities, renewal of entity status, and finally to updating program database entries for specific individuals or entities

We are now at a point where authentication of individuals and entities, their roles and relationships, is critical to further progress with the ESD agenda


Why do we need authentication?Why do we need authentication? It is imperative to information sharing and transaction management

where: Information is client specific, and potentially personal / private or

commercially sensitive Transactions change basic reference information on program files

and/or establish privileges, eligibility or entitlements

Enables effective information sharing and transaction processing by ensuring:

privacy

security

client-centric, streamlined access (particularly for electronic channels)

to multiple program areas.


Public Sector Considerations for Public Sector Considerations for Client - Centric AuthenticationClient - Centric Authentication

Government has an obligation to protect the privacy of its citizens and the commercial sensitivity of its businesses

Mapping of the client identity and their program relationships needs to be separated from program specific information and appropriately protected (disaggregation)

Given the many-to-many relationships between clients and government program areas, the “keys” that connect these relationships, and potentially the navigation itself, should be given to the client

For example: The decision about where keys that connect client identities to program relationships are held should be up to the client as much as possible

It should be for the client to decide whether the keys are held in their browser, or on one of their smart cards


What about Privacy?What about Privacy? Privacy will be achieved through:

using devices that allow the aggregation of information held

in several different directories at the time of client request

(directory services - no central repository of information)

placing the control of the navigation in the hands of the client

(Master Business Licence, Smart Card)

seeking client instruction for rights and entitlements for

program access at the time of registration, and then

managing future instructions through appropriate processes


Authentication - Next StepsAuthentication - Next Steps

B2G relationships have an extensive entity relationship chain, and are therefore a good place to test the compatibility of government ESD and authentication agendas

The business entity chain is from the incorporated or unincorporated

business (NGOs are similar), through its officers and, by role, through its agents who undertake transactions with government programs

This will allow us to validate identities, roles, and program access entitlements; it also can cope with such validations at any point in the ESD chain

It can inform government approaches to the evolution of authentication (through to PKI) using incremental approaches that can then be applied to the larger individual community.


For More Information For More Information

Debbie FarrDirector - Ontario Business ConnectsMinistry of Consumer & Business [email protected]. (416) 326-5459

OBC Internet Site: http://www.cbs.gov.on.ca/obc

ipac march 8, 2002

Documents

government service deliverylow

director ontario business

levels of government

government place

integrated registration

b2g business processes

government lifecycle

current access channelsslide