register a business

make a telephone payment.

get a drivers’ licence.

get a birth certificate.

get married.

pay property tax.

it all starts with one stop.it all starts with one stop.

Single-Window Service DeliveryIn New Brunswick

Service New Brunswick

PSSDC Learning Event

May 14, 2001

• Profile of Service New Brunswick Model• What We’re Doing• How our Model Helps Achieve Mandate• Challenges• What’s in Store in the Future

Outline of Presentation

• Crown Corporation – Managed - commercial basis• Minister responsible – Minister of Investments and

Exports• Board of Directors (10)• Staff – 650 in 35 communities• 4 lines of business:

1. Assessment2. Registries3. Service Delivery4. Land Information and Infrastructure

• Revenues: $47.9 million• Capital Expenditures: $10.2 million

Profile

Making government services accessible

Stewards for authoritative information

Our Mission

SNB’s BusinessModel

Customer• Individuals• Business• Professionals• Other consumers of SNB

Services

Front Office Services

•Information•Applications•Registration•Licensing•Referrals

• Permits• Payments• Forms fulfillment• Product sale

Back Office Services• Data creation and management• Material and inventory

management• Distribution• Tracking• Customer information

Business Partners• Provincial departments and

agencies• Municipal governments• Federal departments• Private Firms

Counter Service

Over the Counter

Service Centres in 35 communities. Centres in larger communities offer evening and/or weekend service.

SNB’s 3 channel options

Over the Counter

Centres in 35 communities,

some offering evening and

weekend hours.

Call Centre

• 75 hours per week, Monday to Saturday.

• Smart-routing of calls to

specially trained agents

Web-based

• 24 hours, 7 days a week.

• Highly secure

• Live Customer Support Available

Transactions by Channel

0%

20%

40%

60%

80%

100%

1996-97 1997-98 1998-99 1999-2000 2000-2001

OTC

Call Centre

On-line

Average Monthly Growth by Electronic Service

125%

7% 9%

20%

0%

20%

40%

60%

80%

100%

120%

140%

RPIIS Call Centre Web Site Hits MVR On-line

• Land Titles• Customer Service System• Delivering service for departments,

federal government, municipalities• Business Registry• Over-the-counter more efficient

What we are working on

• Maximum Operational Flexibility• Run as a Business • Financial Stability• Board Direction Progressive/Aggressive• Many Partnerships:

•Business Partners•IT Companies•Other consulting companies

• In Touch with Industry

How Our Model Helps Us Provide Quality Services

• Visibility/Recognition• “Customer Service” philosophy• Don’t Reinvent “back-office” wheel• Separates Policy from Service Delivery• Structure Transparent to Public• Efficiencies/Reusability

How Our Model Helps Us Provide Quality Services

• Arms’ Length but not Out of Reach• Bottom Line Accountability• Link with Government:

•Premier•Minister•Crown Corporation Committee

• Citizen Feedback:•Surveys, Comment Cards, Reaction•Community Advisory Committees•Focus Groups•Sectoral Participation

Accountability/Visibility

• Central Agency Resistance• Tendency to get Drawn Back In• Making our Priorities those of other

Departments• Relationship Building

Challenges

Challenge - Service Delivery

A Difficult Balance

Electronic Service Development

Local Service Outlets

Making government services more accessible: Next Steps• E-government• Design around needs of citizens and

businesses• Public face is single portal• Leadership; winning support• Reach vs. Richness• Communication/Marketing - internal &

external