November 21, 2007

• Access Nova Scotia Context
• Integrated Service Delivery
• Successes and Opportunities
• CFIB - BizPaL
• Can/NS Business Service Syndication
• Questions

• Municipal Relations
– UNSM relationship, grants, municipal support
• Assessment Services
– Moving to a separate agency
• Program Management and Corporate Service
– Includes financial services and human resources
– Audit and enforcement, gas tax, tobacco,
– Program management, consumer protection
• Access Nova Scotia

• Four Divisions – Assistant Deputy Minister
– Service Delivery: channels and people
– Corporate Registries: legislative and program
– Information Management Services
– Strategy and Innovation
• 13,000 external client interactions per day
• 50 physical locations, call centre, web access
• 665 employees

• Mission
–To protect citizens interests and safety (what)
–To make it easier for citizens and businesses to interact with government (how)
• Vision
–To become a recognized leader in service excellence
–To become a model in the development and delivery of client-centric programs, services and information that protect public interests and safety.

1. We provide the people, processes and infrastructure (technology and facilities) to link services with clients through a common service experience by the channel of choice.
2. The design and delivery of information and services are based on what makes most sense from the perspective of the citizens and businesses that require them.
CLIENT CENTRIC
WHOLE OF GOVERNMENT

Interdependence
(Shared Accountability)
IMS
Strategy &
Innovation
Program
Support
Service
Delivery
Assessment
Vision
Design
Implement
Operate
IMS
Business/Land
& Citizen
Programs

ANS Branch –Organizational Design Model
— Registry of Joint
Stock Cos.
Business &
Land
Programs
— NS Business
Registry
— Land Registry
— Geographic
Information
Program
& Policy
Development
Citizen
Program
— RMV
— Vital Statistics
— Other
Service
Delivery
Key Features:
• Recognizes importance of two core processes: program and policy development and service delivery
• Recognizes importance of clients
• Strategy and growth focuses on ongoing improvements and innovation
• Requires focus on performance management (e.g.
SLA(s))
Strategy & Innovation
Information Management Services

• Other levels of government
– Service Canada
• Co-location opportunities
• Service Canada College
• Defining the client experience
• Integrated transactions – life events
– HRM
• BizPaL
• Co-location
• Parking ticket payment
• E-government Joint Venture (municipalities)

Better Regulations Initiative
– My Business Account – integrate NSBR
– Forms rationalize and reduce
– Business leader consultation
– Measurement – service standards
• BizPaL – July 2007 and on-going
– 3 orders of government
– Organized by business sector
• Can/NS Business Service Centre
– Content syndication

BizPal:
Linking Regulatory Reform with
Service Delivery

Reduce barriers to doing business
 Time (Red tape)
 Money (Taxes and Red tape)

HST
Collections
WCB
Environment
Business registration
EI / CPP Privacy ROE
Food labelling
Labour Code
SMALL BUSINESS
Property tax
Signage by-laws
Land use by-laws
OH&S
Health inspections
Permits &
Licenses

Simplify existing regulations
83
BizPal
Reduce the total number of regs.
Improve gov't 'customer service'
Clearly communicate new regs
Provide examples of compliance
Improve timeliness of decision-making by regulators
Provide more online services
0
36
29
20
49
63
60
76
40 60 80

What is content syndication?
Business Case for syndication
Our current partners
Benefits for subscribers
Benefits for clients

 It’s the delivery of one organization’s website content through another’s using appropriate distribution methods and formats
 It’s selecting relevant and current business content for delivery to your clients
 It’s a cost-effective way to publish and maintain current information on your website

 Make information accessible to all, easy to use and organized to meet clients’ service priorities
 Organizes services and information around the needs and expectations of clients
 Ensure high quality information that is accurate, consistent, and comprehensive
 Improves customer service
Content Syndication = Location, Location, Location

 Service Nova Scotia and Municipal Relations
 The Black Business Initiative
 Halifax Regional Development Agency
(merged with Greater Halifax Partnership)

 Accurate, up-to-date business related content to clients
 Content of their choice
 Client satisfaction enhanced
 Website look, feel and layout remains the same
 Increased Web traffic
 Reduced information management costs
 Reduced duplication

 Access business information from preferred point of entry, at any time
 Information is readily available from several reliable sources
 Consistency across departments/organizations minimizes confusion
 Access comprehensive information from a single departments/organizations