shared services in government a model for the web
TRANSCRIPT
TELUS Restricted and Confidential1
Shared Services in GovernmentA Model for the Web
Jamie DarchMember of the TELUS Team
Theatre 3, Rideau CentreWednesday October 29, 11:30am
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Session Overview
Governments can cooperate and align services for rich functionality, and better service delivery in a real-life environment.
Shared Services are an important part of the delivery of cost-effective services throughout government.
The Shared Service model represents a major change in the way services have been delivered in the past.
We will look at 3 Municipalities currently using a Shared Services Model
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Shared Services Portal - Creating Value
A cost-effective one-stop shop for services to citizens, businesses, visitors and municipal officers
Providing up-to-date and consistent information to citizens from a single source.
A fully hosted and managed service. Municipalities can focus on their citizens while provider manages the technology and processes
Providing established (shared) processes and methodologies
Adapting services to a community with similar requirements
Balanced Information Management capabilities
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Defining Shared Services
“Shared services involve a service delivery model where organizations achieve economies of scale through the creation of a separate entity in which the "customers" have a degree of ownership and determine the types of services and service levels provided.
It is important to note that shared services differ from centralized services, where client agencies do not have a role in jointly governing types and levels of services.”
Gartner, June 2008
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Policy Priorities are Driving IT AgendaBetter Citizen Service Delivery = Improved Information ManagementImproved Information Management = People, Process, & Technology
Source : "Government Insights, Top Strategic Priorities in Canadian Municipal Government", June 2007
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Providing Citizen Service is Complicated
Infrastructure (production, quality assurance, development)(hosting, server, OS, data backup, redundancy, recovery)
Application serverWeb server Database
Crawler
Content Management
System
Document Management
System
Forms Management
System
Webmail
Chat
Blog
Forum
IP connectivity
Sing
le s
ign-
on
Port
al
Stat
s to
ols
Inte
grat
ion
laye
r
Mobile services
Collaboration services
Wor
flow
s
Citizen
CatalogueTransactional services
Mailing lists External services
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A Multi-Channel Service Delivery Strategy
Web Sewers
Drinking water
Maintenance
Library
Taxes & permits
Vehicles & engineering
Urban planning
Public safety
Archives
Recreation
Lighting
Maps
Call center
Counter
Integrated service offering
Accessibility
Self-Service
SimplicityTELUS Portal
Customization
Single point of entry for all municipal services
A single location for municipal services focused on the needs of citizens
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• Website content
• Information & communications tools
• Information pertaining to municipal ESD
• Transactional services
• Other web services
* The Institute for Citizen-Centred Service is a not-for-profit organization in Canada with a mission to promote high levels of citizen satisfaction with public. Their website is http://www.iccs-isac.org
Common Municipalities ServicesA survey identified services desirable for a municipal portal.
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Website Content - Common Services
Information on city history
Online maps
Weather, local news
Site map
Frequently Asked Questions
Economy
Links to business-oriented organizations, community organizations ministries and government corporationsnon-government organizations
Information on structure of city administration
Information on municipal budget
List of members of City Council
Events calendar, news
Privacy protection policy
Career opportunities
Email addresses of municipal employees
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Common Municipal ServicesInformation & Communications Tools
Agenda of City Council meetings
Minutes of proceedings
Downloadable publications and reports
Web cast of City Council meetings
Public audiences
Online surveys
Live proceedings
Process to follow in order to file a complaint/request
Information Pertaining to ESD
Cultural and recreational service
Tourism
Municipal services and regulations
Public safety and fire protection
Public transportation, schedules, etc.
Waste water plant
Environmental protection
Water filtration plant
Garbage collection (schedule)
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Common Municipalities ServicesA recent survey identified services desirable for a municipal portal.
Website contentInformation on city history Online maps Weather, local news Site map Frequently Asked Questions Economy Links to
business-oriented organizations, community organizations ministries and government corporationsnon-government organizations
Information on structure of city administrationInformation on municipal budget List of members of City CouncilEvents calendar, newsPrivacy protection policyCareer opportunities Email addresses of municipal employees
Other Web services Forum; chat; discussion groups Password-accessible e-services (Internet, extranet, etc.)Search engine Accessible access to a custom profile Displaying when the portal was last updatedLinks to other municipal websites URL
Information pertaining to municipal ESD
Cultural and recreational services Tourism Municipal services and regulations Public safety and fire protection Public transportation, schedules, etc.Waste water plantEnvironmental protection Water filtration plant Garbage collection (schedule)
Information and communications tools for democracy
Agenda of City Council meetings Minutes of proceedings Downloadable publications and reports Web cast of City Council meetings Public audiences Online surveys Live proceedings Process to follow in order to file a complaint/request
Transactional services Registration for various activities (social, cultural, sports)Applying for permits and licences Online payment (taxes and other services) Online forms Subscription to mailing list
* The Institute for Citizen-Centred Service is a not-for-profit organization in Canada with a mission to promote high levels of citizen satisfaction with public. Their website is http://www.iccs-isac.org
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Helping Clients “Get on Board”
An established methodology and other tools assist clients in the transition to the solution - quickly and smoothly
Services - ApplicationsCMS (Content Management System), Permanent calendar, Events calendar (full page version), Search, Brochure, Forums / discussion groups, File manager, E-cards, E-promotions, Mass mailing & Ad campaign management, Polls, Online contests, Banner ad management, E-commerce tools (B2C as well as B2B), Reporting and analysis
Service TemplatesHome page, Contact us, Press releases, Customer service, Accomplishments, FAQ (Frequently Asked Questions), News, Products and services, Partners and subsidiaries, Our team, Our clients, About us, Policies, Community newsletters, Links, FAQ (Frequently Asked Questions), Generic page, News, Job offers, Coupons, Photo album
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Requirements of Shared Services ProviderHosted Production Environment
Availability, Management, Performance, Analysis24/7/365 oversight
Hosted Quality Assurance EnvironmentAvailability and Management of siteService monitoring (8am-8pm)
Customer Experience Availability of the site (99.5%)
Supporting Services Site Maintenance
Webmaster, technical architect
Site DevelopmentDesign architect
Other Related ServicesOnline service requests, analysis , resolution management, reporting
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The Municipalities Shared Some Insight
Key drivers to adopting a Shared Service solutionContent Management - information “owners” able to manage/publishCost , quality of service and manageability of the provider
Key issues / challenges Surprisingly, not too much related to technologyChange management is key - need tools, processes, and support
What benefits have been realized?Predictable and manageable costs (via contract management & SLAs)Increased web channel usage - lower cost per transaction
What services are next?Geomatic capabilities linked to municipals services, 311 enablement
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A Client Snapshot – Ville de rimouski
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A Client Snapshot – Salaberry-de-Valleyfield
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A Client Snapshot – Ville de Sherbrooke
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What We Learned About Ensuring SuccessThere needs to be a mandate for change with the business challenge clearly articulated and executive supportThe solution has to meet the business requirements –measured, well managed and flexibleEstablished and repeatable processes, consistent results and quick adoption are the keyTechnology will be the main enabler, the solution architecture must support current and future goals Change Management is important – it is a different way of working
