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Delivering the New Citizen Service Education Session – 13, Room 104
Moderator: PAU L W I T H E ROWA HUNDRED ANSWERS INC . ( D&B IMPLEMENTAT ION PARTNER) (CASE STUDY )
FEBRUARY 4 , 2015PRESENTED BY: B RU C E L A N G E V I N
FORMER D IRECTOR GENERAL AND C IO OF THE NATURAL SC IENCES AND ENGINEER ING RESEARCH COUNCIL OF CANADA
PanelVimal Vel, Vice President of Partner Strategy at Dun & Bradstreet
Bill Green, Dun and Bradstreet, CA StateSam Thepvongs, Webfortis, (D&B Implementation Partner, CA)
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The Changing Landscape
The internet of everything has changed citizen expectations forever.
From banking to medical advice, everything is available online, quickly and streamlined.
Despite less face to face, and increased anonymity, individuals feel better know and understand.
The key is turning data into knowledge
4
Case Study
NSERC and SSHRC grant $1.8B per year across approximately 100 programs
Each program uses a slightly different process to manage grants
NSERC and SSHRC use different grants management systems, NSERC Award Management Information System (NAMIS) and SSHRC’s Awards Management Information System (AMIS), that are built on the same underlying platform
A patchwork of secondary systems are used across the councils for application acceptance, distribution, and scoring
An IM/IT strategic plan was put forward to address a number of issues
The new Grants Management System played a central role in the strategic plan
Case Study
Key Drivers
• Citizens expect more and better with less.
• The new value system of public organizations is about service, not bureaucracy.
• Astute leaders understand the public sector public service value chain.– the connection between
employee commitment, quality public services, client satisfaction, and citizens’ confidence in government
• The same realities driving external facing change need to inform like changes internally
• The drive to contain the cost of government demands:– more self-service options and
integration, – co-location of services across
jurisdictions,– Service improvement strategies
and;– Institutionalization of alternative
service delivery approaches.
• Modernized service delivery models are as effective internally facing as external
• Single-window, multi-channel delivery.
• One-stop gateway for staff to access services and information.
• Drive traffic to less costly channels and free time for value added services.
Business Vision Service
Benefits Include Non-Financial Outcomes
Improved user experience for employees, applicants, awardees, referees and committee members
Reduced compliance risk from a system that supports internal controls, a sound audit trail and contains all vital grant related information
Reduced risk of system failure as solution has a modern data architecture that can be easily recovered if required
Reduced financial risk from a robust interface with the councils’ financial system and potential future systems.
Increased ability to adapt to new program rules, roles, instructions, and to have a 360 degree view of stakeholders (i.e. case management)
Citizen Services Platform
Citizen communication
Fulfillment & case management
ONLINE CITIZEN SERVICE STRATEGY
Reporting and ongoing adjustment
Online service
Self serve
Benefit
Capacit
y
Benefit
s
realizat
ionSee value
Find
CITIZEN FOCUS
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Solution Overview
Portal
Grants Management
Data Insight and Analytics
Document Management
Rules Engine Workflow
Forms
Database
Financial System
Outlook
Web M
obile
Applicants Reviewers
Partners
Staff
Business Object
Trusted D&B Reference Data, Master Data Record
Solution Architecture
Benefits, Barriers and Building Blocks
• Ideally, channel choice for both citizens and governments would be informed by data on the relative cost.
• The quality of online service must be as good as, or better than, the traditional channels.
• Your data, information and insight must be trusted
• Organizations face a common structural barrier in the form of service channels that operate as silos
• Separation of trusted data and business insight is non-productive
Key Considerations
Knowledge of the kinds of self-service innovations and practices that are available. 1
Common data enabling the sharing and use of consistent data across all channels, the protection of privacy and security, the assurance of digital inclusion. 3
Solid foundation of data on each service or program.2
Build and Maintain Trusted Data Sources4
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