Integrated Service Delivery

1. Integrated Service Delivery Building the Infrastructure You Require to Maintain an Integrated Approach to Service Delivery Shannon Coughlin, General Manger, C/MBSC Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

2. History Lesson • 70’s –BICs in Industry, Trade & Commerce • 80’s – BSCs in DREE/DRIE to ISTC era • 90’s – the Prosperity Initiative – the message came back “Improve Business Access” • 1993 – launch of CBSCs – Manitoba one of first • 2003 – CBSCs in every Province/Territory Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

3. Manitoba CBSC is conceived • As a result of Improved Business Access work, launched in January 1993 (10th anniversary last month) as a pilot • Tested several elements including technological co-location of partner information, advanced telephone systems, print on demand information, enhanced business services via leading edge info, and customer service excellence in delivery • It worked, a federal only success Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

4. But what was lacking…a true partnership • Had a quasi partnership with Provincial govt, cooperation in gathering of info, but not quite there • Fed/Prov partnership delayed due to changes in govt, senior mgmt positions, etc • Serious negotiations began in 1996 • Tried for tripartite – Canada, Manitoba, City of Winnipeg due to geo-dems of MB, but didn’t work • Fed/Prov forged on alone to create the C/MBSC Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

5. The Negotiations began • Three levels of negotiating committees • Senior – DM/ADM • Key Negotiating Committee • Negotiating Working Groups – on areas such as technology, space planning and furniture, human resources, • Critical to have every details, every facet discussed and agreed upon – the devil IS in the details • When disagreements/problems arose, they got bumped up the ladder, had to be solved in order for clients to not experience the “hidden dimension”. Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

6. Why co-location made sense… • True one stop – especially as both ops serving a common client base • Increase the services available at one location • Ends actual and perceived duplication of effort • Does save money • Creates synergies – increased activity on most fronts • Reinforces a commitment to customer needs/preferences Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

7. Amazingly smooth negotiations except……. • Communications – negotiations whizzing along ground to a halt when it came time to involve communications folks and agree on logos, colours, positioning • Lessons learned – start earlier, prepare to throw out the past, start from scratch, and learn to bite the bullet Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

8. Most Critical Element…. • Customer Service Excellence – overrides it all • Developed and delivered massive training for all depts/orgs involved – end goal – buy in • Took the best practices gleaned from these sessions and incorporated them as the gospel of customer service excellence in the new CBSC world • Basic tenets – service on the second bounce, continuous improvement, zero defect Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

9. The Negotiation process – notes • Can be a snakes and ladders game • Pick the right people to do the negotiating • Always ensure you have top level support in place • No one goes into a partnership to lose their visibility or identity • Sweat the small stuff, it can break the partnership – do not doubt the fundamental power of one unhappy staff person Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

10. Negotiation Process - Tips • During negotiations, site selections, fit ups, moves etc – use an outside Project Manager • Project Manager focuses on the small stuff, pushes on irritating points that need to be pushed, the hard decisions, and then after, is out of the picture • Let them be the one everyone hates Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

11. Writing the Agreement • Make it a workable document • Cover the details, address all points, but leave room for flexibility • Be clear of roles and responsibilities, expectations in terms of developmental and ongoing operational/salary costs • Factor in “courtesy” expectations eg communications activities Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

12. Building the Team • Get them together well before moving day • Keep them informed – vacuums tend to fill with negativity • Keep them involved – the working groups – make it their project too • Ensure everyone sees themselves, understands their role in the “new world” • Don’t focus on differences, focus on similarities Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

13. After the Marriage… • Celebrate it – make staff feel they are part of something very important • Set up a buddy system and pair stronger, more experienced staff with someone who needs a little hand-holding when necessary • Commit to train, train, train and deliver – builds their confidence, the Centre’s credibility • Immediately create the “stuff” that blends everyone ie schedules, holiday plans Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

14. Setting up house - Blending the organizations/cultures • Mixing staff in various sections/responsibility areas • Merge the technology systems - all roads.. • Blending the information products • Ensuring project/responsibility teams have reps from both sides • Keep celebrating, cheer-leading Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

15. The HR situation • Moving multi-jurisdictional orgs together creates HR issues/inequalities • Critical to work toward common job descriptions for common work with common pay bands • Took three years of constant work and involvement of senior mgmt and senior HR people to “clean up” the C/MBSC Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

16. Blended Human Resources… • Different hours of work • Different rates of pay, travel compensation • Different unions • Different benefits • Different home bases • Different policies/statutes ie OLA, Privacy • Different elected officials Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

17. People are your most valuable asset • It is the staff who centre on the citizen! • No one has ever congratulated me on my technology or my collection of information alone, it is always the staff they mention first • It is your staff who sense the need and extend the special service, empathize with problems, congratulate success, hear the hesitation in the question..bring the human element Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

18. Seamless Service • Commit to seamless service, live it • Integrate and cross-train staff to make their home department/affiliation invisible to the client – who by the way doesn’t care • Develop a service curve to identify where staff and the particular service they deliver fit into the big picture Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

19. Human Interface Level III Level II Level I Machine Interface Generic Customized (May1/2002) Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

20. Canada/Manitoba Business Service Centre is……. • A Federal and Provincial partnership supported by private sector organizations • A one-stop shop or guichet unique offering a full spectrum of information and services to small business on behalf of 38 fed depts, 13 Prov, & six private sector orgs • Incorporates leading technologies, national and international linkages. • Services available FREE of charge. Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

21. What is C/MBSC’s purpose? • To ensure that businesses and entrepreneurs in every part of Manitoba have access to the business and trade information they need to make informed business decisions through a convenient single window • To support small business and trade development Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

22. A Member of the CBSC National Network • Thirteen CBSCs in located in every Province and Territory, NS in Ottawa • Federal/Provincial Agreements in place, one now a private sector org • In MB, first Agreement 1998-2001, now 2001-2004 - operational 70/30 cost share • Federal Managing Partner Western Diversification, Provincial Managing Partner is Industry, Trade & Mines Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

23. How are we Multi-channel? • Walk in • Call in • Mail a request • Fax a request • Visit the web site to self serve • E-mail • Talk to Us Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

24. C/MBSC Helps Business to… • Start or expand/grow their business • Enter or expand export markets, strengthen domestic markets • Accurate and timely info on federal and provincial programs, regulations • Undertake problem solving business research • Learn about intellectual property, e-business, emerging business issues Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

25. Special C/MBSC Initiatives... • Team Canada Inc - 1-888 line • Regional Access Sites - soon to be 23 • Aboriginal Business Services Network – ensuring this growing community has access • e-Business Service Centre - Ask the Experts, seminars, e-Source info • Talk to US! – can’t find it, we’ll help Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

26. C/MBSC Regional Access and ABSN Sites Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

27. C/MBSC reception and business start up area Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

28. C/MBSC tele-centre and Business Info Officer Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

29. C/MBSC reference/research library Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

30. Keeping the Marriage Alive.. • Communication – internal and external • Client feedback, complaint mechanisms • Management Board meetings and briefings • Celebrate the Fed/Prov co-operation • Staff meetings • Quality Control meetings • Awards and Recognition • Annual Business Plan with service goals • Bi-annual formal evaluation Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

31. The Ongoing Challenges • Changing technology = constant training + continuously changing skill sets/mixes • Budgetary concerns • Keeping up with evolving client needs – the widening service gap between “sophisticated” and unsophisticated” client • Keeping staff motivated • Keeping two levels of govt content Canada/Manitoba Business Service Centre www.cbsc.org/manitoba

32. What the future holds…. • Portal Architecture • More partnerships via Contact Us • In the West, enhanced CBSCs • In some centres, privatization to non-profits • The widening gap service challenge of meeting increasingly higher technology expectations vs serving the basic client Canada/Manitoba Business Service Centre www.cbsc.org/manitoba