Implementing the One-stop Shop Experience

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Budget 2005 … The Service Canada Initiative

• Service Canada Initiative announced in Budget 2005 as one of the “biggest federal reforms ever in federal operations.”
• “When completed, over a three-year period, it will:
  1. Deliver seamless service that is integrated, easy to access, simple to use, and tailored for the individual circumstance…
  2. Enhance the integrity of programs by building public trust and confidence and ensuring that the right client receives the right service or benefit at the right time and for the intended purpose.
  3. Bring together the many services and benefits offered to Canadians by creating a common, integrated service delivery capability.
  4. Make government more accountable—to citizens and to Parliament—for delivering better service and more effective use of hard-earned tax dollars.”
• Key messages and commitments indicate that Service Canada will:
  • Reform how government works by becoming citizen-centred and achieving better outcomes
  • Strengthen access to federal points of service and relevance in regions and communities
  • Realize significant savings in both operations and program spending ($3.05B in total savings, $0.5B in investment, $2.55 in net savings)

The Focus of the Service Transformation Plan

The 3-year implementation plan has been developed to achieve four goals:

Developing the One Stop “Experience”…

Our focus is on creating a One Stop “Experience” for Government of Canada service from the outset

… With Service Improvements in all Channels

Early in its mandate, Service Canada will markedly improve access to service and choice through key channels

Bringing Together Initial “Core” Services

Implementing a Citizen Centred Service Strategy – a PwD Example

• Today’s programs are through multiple departments, with multiple programs, each with their own independent service delivery channels, which has led to duplication, overlap and gaps in service
• Tomorrow we will organize around client needs and deliver service to support outcomes through common, integrated delivery channels
• Clients will experience improved and easier access to service & government will achieve better outcomes and more efficient service delivery

Developing New Agreements With Provinces/Territories

• Developing agreements with Provinces/Territories to streamline and simplify the process of notifying government about vital events (birth, death and marriage)
• Reviewing opportunities for the integration of services and service delivery to Canadians
• Key agreements being finalized as Service Canada is launched:
  
• Next steps: Discussions with Alberta and Manitoba

Implementation Outcomes

The implementation of Service Canada will achieve tangible outcomes

Implementation Timing

The implementation will occur over a three year period…

Getting Started

Getting started begins with the alignment of service delivery and common services to the GoC vision for the creation of a single focus for service to Canadians. This phase will also finalize the mandate, organization, budgets and other key considerations for Service Canada prior to its official launch.

Year 1… One Client -- One Culture

The first year is about immediately demonstrating tangible improvements in the service experience for Canadians. It will also strengthen federal visibility through the Service Canada network where citizens can access cross-government information and services and where they will receive improved and consistent service.

Year 2… Seamless and Integrated Service

Year 2 is focused on implementing GoC service offerings and integrating channel operations to provide seamless and integrated service to Canadians. Canadians will receive personalized service through their preferred channel. Front line staff will be equipped with knowledge tools to provide client solutions that fit the unique needs of citizens.

Year 3… Growth and Inclusion

Year 3 is about Growth & Inclusion. Service Canada will grow through strategic partnerships and alliances to offer more transformative and integrated service offerings to better achieve outcomes. Service delivery across government will operate as ‘one business’.