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register a business

register a business. make a telephone payment. Single-Window Service Delivery In New Brunswick Service New Brunswick PSSDC Learning Event May 14, 2001. get a birth certificate. get a drivers’ licence. get married. pay property tax. it all starts with one stop. Outline of Presentation.

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register a business

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  1. register a business make a telephone payment. Single-Window Service Delivery In New Brunswick Service New Brunswick PSSDC Learning Event May 14, 2001 get a birth certificate. get a drivers’ licence. get married. pay property tax. it all starts with one stop.

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

  3. Profile • 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. Assessment • 2. Registries • 3. Service Delivery • 4. Land Information and Infrastructure • Revenues: $47.9 million • Capital Expenditures: $10.2 million

  4. Our Mission Making government services accessible Stewards for authoritative information

  5. Customer • Individuals • Business • Professionals • Other consumers of SNB Services SNB’s Business Model Counter Service • 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

  6. Over the Counter Service Centres in 35 communities. Centres in larger communities offer evening and/or weekend service.

  7. SNB’s 3 channel options Web-based • 24 hours, 7 days a week. • Highly secure • Live Customer Support Available Call Centre • 75 hours per week, Monday to Saturday. • Smart-routing of calls to specially trained agents Over the Counter Centres in 35 communities, some offering evening and weekend hours.

  8. What we are working on • Land Titles • Customer Service System • Delivering service for departments, federal government, municipalities • Business Registry • Over-the-counter more efficient

  9. How Our Model Helps Us Provide Quality Services • 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

  10. 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

  11. Accountability/Visibility • 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

  12. Challenges • Central Agency Resistance • Tendency to get Drawn Back In • Making our Priorities those of other Departments • Relationship Building

  13. Challenge - Service Delivery A Difficult Balance Electronic Service Development Local Service Outlets

  14. 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

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