Service delivery
December 5, 2012

Channeling the web for service delivery

Quote of the week

“There is a substantial amount of evidence that Canadians want self-service delivery.”

    — Report prepared for PSSDC-PSCIOC Research Committee

Editor’s Corner

A report called Anywhere, Anytime, Any Device: Innovations In Public Sector Self-Service Delivery came out a short time ago. The paper examines “public sector self-service delivery,” that is, government services that citizens get without the use of government personnel. Essentially, this means service delivery via the Internet and, increasingly, mobile devices.

Long, long ago when the world and government service delivery concepts were young, the goal of “no wrong door” ruled. That is to say, no citizen would be forced to use a specific channel to get their public sector services, be it the web, the telephone, a walk-in centre or snail mail.

Now there is a view that due to expected cost savings (although the report notes that the metrics are weak in this area) and increasing citizen sophistication with the web, focusing resources on the Internet channel is the way to go. For example, in his report to the Ontario government Don Drummond said he favoured increasing the use of the web for service delivery

According to the PSSDC-PSCIOC report, there are essentially four barriers that have stopped governments from going forward faster on this front: political, structural, operational and cultural.

Politically, there is the worry that citizens who are not web-savvy will feel left out if their ability to get services via other channels is diminished.

Structurally, governments still tend to operate in silos, and so creating integrated approaches can be challenging.

From an operational perspective, there remain issues around privacy and security, not to mention the resources needed to make this happen.

The cultural barriers are defined as “turf tension” caused by a lack of collaboration and vision on the final outcome.

In fact, this is all part of a larger transformation of government driven by technology. The Danes call it Government 1.5, a significant change in government works that will result in a rethink of how it uses technology, including social media, to communicate and deliver services.

You can find a link to the PSSDC-PSCIOC report on self-service delivery in the Editor’s Choice section of our website at www.canadiangovernmentexecutive.ca

About this author

0 comments

There are no comments for this post yet.

Be the first to comment. Click here.

Service delivery
 
In the show, J. Richard Jones talks with Colin Earp, Partner...
 
Leadership, service delivery, change management, performance measurement, big data, transparency, digital...
 
China’s Shenyang is traditionally an industrial city, but when work began...
 
In this episode of CGE Radio, J. Richard Jones talks with...
 
The Northern Federal Council (NFC) is a collaborative network of over...
 
We risk missing out on the potential “Artificial Intelligence” has to...
 
Tornado warnings broadcast a few weeks ago in Eastern Ontario and...
 
Everyone wants to change, become more efficient, and drive better value...
 
Artificial Intelligence is creating a great stir across many industries today....
 
In the spring of 2018, the Auditor General of Canada, Michael...
 
By June 2017, the Public Engagement Team at the Privy Council...
 
Everyone wants to change, become more efficient, and drive better value...
 
In July 2017, a local company unveiled a “virtual statue” on...
 
In 2016, the community of Fort McMurray, Alberta, located in the...
 
In this episode of CGE Radio, J. Richard Jones speaks with...
 
We are excited to share with you the latest issue of...
 
Welcome to the era of Smart Cities where connectivity will drive...
 
In this episode, J. Richard Jones sits down with Martin Joyce,...
 
Over half a billion children live in countries that are falling...
 
According to a recent McKinsey study there is a potential for...
 
As Executive Director of the UK’s Government Digital Service, Mike Bracken...
 
Having a clear definition of success is one of the key...
 
Public servants are responsible for providing advice and support to the...
 
Public sector managers from all levels of government across Canada increasingly...
 
With businesses and government agencies increasingly operating in a highly information-based...
 
Blockchain. There’s probably no other technology trend in recent years that...
 
Rankings of public sector entities has been big trend for quite...
 
In March, the Canada Revenue Agency’s website was shut down by...
 
The latest issue of Canadian Government Executive is currently available. Some...
 
The association representing more than 42,000 physicians and medical students in...
 
As Toronto’s city staff prepares top release proposed regulations for taxis...
 
In the face of mounting public support for supervised injection sites,...
 
It appears it was not just the Mounties that were affected...
 
Last year, the Canada Revenue Agency rolled out a pilot program...
 
There’s a lot of noise out there about digital government. Yet...
 
Somewhat surprisingly in light of ongoing budget constraints at all levels...
 
commentEmail””:””thomk@rogers.com”” Related posts: Everything has changed
 
There are many reasons why governments should move to a citizen...
 
Governments around the world are integrating services as a means of...
 
The New Zealand government and public service went through major reforms...
 
The government of Langford, British Columbia, received last week the 2014...
 
Since 1998, the Institute for Citizen-Centred Service has been conducting Citizens...
 
Labour intensive with slow response times, limited data and obsolete technology:...
 
As the only official bilingual province, with a third of its...
 
The government of Nova Scotia has introduced a Seniors Navigators Program,...
 
Like all provinces, Nova Scotia is grappling with transforming the way...
 
Yesterday the Globe and Mail reported that the federal government hopes...
 
The drive to contain costs within the public sector will likely...
 
ServiceOntario has helped change the way the Ontario government serves people...
 
In 2012, two major initiatives changed the face of Ontario’s Student...
 
On December 6, Ontario Progressive Conservative leader Tim Hudak released a...
 
There is little doubt that a crisis of relevance has hit...
 
The PrimesChris McGoffJohn Wiley, 241 pages, $35.95 As the World Bank...
 
Long, long ago when the world and government service delivery concepts...
 
Government citizen-centred service delivery is undergoing a re-think. The growing number...
 
More than 15 years ago, the Ontario government implemented a model...
 
The P3 model is different from traditional procurement: it transfers significant...
 
For First Nations, a child’s birth must be registered before parents...
 
That Alberta Works office reflects a philosophical shift that has transformed...
 
On March 29th, the federal government brought down one of the...
 
CGE Vol.13 No.5 May 2007 In late 2004, the Ontario Public...
 
CGE Vol.13 No.4 April 2007 Western countries and institutions have for...
 
CGE Vol.13 No.5 May 2007 Ontario is striving to achieve its...
 
The Saskatchewan Ministry of Environment is in the midst of significant...
 
A recent study conducted in the Ontario public service elaborates our...
 
As the Internet has grown and evolved, so too has the...
 
While most North Americans today have a limited experience with trains,...
 
Leadership of public sector organizations is one of Canada’s most important...
 
La Commonwealth Association of Public Administration and Management (CAPAM) a décerné...
 
Le Groupe d’experts indépendant sur les subventions et contributions prône un...
 
CGE Vol.13 No.9 November 2007 There is a resurgence of quality...
 
CGE Vol.13 No.8 October 2007 Ron McKerlie is Ontario’s Corporate Chief...
 
CGE Vol.13 No.7 September 2007 Governments and their public service organizations...
 
Quote of the week “‘Deliverology’ challenged government to be both clear...
 
Quote of the week “We expected, and found, a negative depiction...
 
Quote of the week “…governments bear responsibility for producing public value.”...
 
Essentially, the Office asked in its audit whether the Australian Public...
 
Les services généraux ou ministériels ont souvent du mal, surtout dans...
 
Corporate services branches, particularly in small organizations, often have difficulty balancing...
 
« Les différents intervenants au Canada n’arrivent tout simplement pas à bien...
 
The Civil Service Commission was created in September 1908 to eradicate...
 
The past decade has given rise to tremendous experimentation in public...
 
À vos yeux, quels sont les plus grands défis de l’IAPC?...
 
The tragedy of the E. coli outbreak in Walkerton in 2000...
 
“Help wanted” has again become a common sight in windowsills and...
 
Saskatchewan’s Ministry of Tourism, Parks, Culture and Sport is poised to...
 
A short 18 months ago, the Ontario Public Service made its...
 
For leaders, the biggest challenge to improving public sector service delivery...
 
The Public Sector Service Delivery Council (PSSDC) is a coalition of...
 
Government services around the world face the following challenge: how to...
 
"Oh, the land of cloudless days," Willie Nelson croons in one...
 
Quand Willie Nelson vante les charmes d’une contrée sans nuages dans...
 
According to the people who know it best – its residents...
 
La prestation de services à guichet unique fait maintenant partie intégrante...
 
This article considers emerging and possible future developments through four windows...
 
By 2017, visible minorities will make up almost 29 percent of...
 
Some title Some author
Some excerpt
 
Some title Some author
Some excerpt
 
Some title Some author
Some excerpt
 
Some title Some author
Some excerpt
 
Some title Some author
Some excerpt
In the show, J. Richard Jones talks with Colin Earp, Partner...