Government On-Line“Working Through the Cross Jurisdictional Challenges of

Developing a Tier 3 Application”

Service Nova Scotia

& Municipal Relations

Partners’ Business Drivers

• Dept. of Service Nova Scotia – one stop registration and business licensing– electronic self service

• Worker’s Compensation Board– assessment payment plan– access channels– data sharing with CCRA (Compliance)

• Canada Customs and Revenue Agency– national business registry – Business Number

Service Nova Scotia

Employer Registration Issues

• Multiple Identification Numbers• Minimal Access Channels• Multiple Steps and Locations• Poor Compliance• Customer Expectations Rising• Demand for Government Efficiency

Service Nova Scotia

Nova Scotia Business Registry

• Integrated registration / licensing service

• Corporate profile

• CCRA’s BN as provincial unique identifier

• Security model

• Electronic self-service

• Infrastructure for future expansion

Service Nova Scotia

Employer WCB Issues

• Problems with Estimates– Associated Penalty

• Payment in Advance

• Cash Flow

• Red Tape

• Capacity

Service Nova Scotia

Assessment Payment Plan

• Periodic remittances based on actual

• Harmonization of business rules with CCRA

• Shared remittance system with CCRA

• Combined Service Delivery – e.g.. Statements of Account

• Higher compliance levels

Service Nova Scotia

NSBR Partnerships From RFP

Canada Canada Customs and Customs and Revenue AgencyRevenue Agency

• National Business National Business RegistryRegistry

• Payroll reporting Payroll reporting & revenue & revenue managementmanagement

Canada Canada Customs and Customs and Revenue AgencyRevenue Agency

• National Business National Business RegistryRegistry

• Payroll reporting Payroll reporting & revenue & revenue managementmanagement

WCBWCB

• Client registration Client registration

• Periodic payment Periodic payment & payroll reporting& payroll reporting

WCBWCB

• Client registration Client registration

• Periodic payment Periodic payment & payroll reporting& payroll reporting

Service Nova Service Nova ScotiaScotia

• Licenses, Licenses, PermitsPermits

• NSBR NSBR responsibilityresponsibility

Service Nova Service Nova ScotiaScotia

• Licenses, Licenses, PermitsPermits

• NSBR NSBR responsibilityresponsibility

UnisysUnisys

• Project Delivery

• Operational

• Support

UnisysUnisys

• Project Delivery

• Operational

• Support

Service Nova Scotia

Financial Arrangements

• CCRA paid for and managed costs for their internal system changes

• BCS held contract with Unisys

• BCS / WCB shared contract costs:– WCB: internal system changes; 50% project

management; 50% to a maximum for NSBR– BCS: balance of contract

Service Nova Scotia

Project Organizational Structure

Mgmt CommitteeBCS, WCB,CCRA

(Senior Mgmt)

Mgmt CommitteeBCS, WCB,CCRA

(Senior Mgmt)

Steering CommitteeOperational Mgmt

Steering CommitteeOperational Mgmt

Project MgrGov’t PM

Vendor PM

Project MgrGov’t PM

Vendor PM

DevelopmentTeam

DevelopmentTeam

Organizational Transition Team

Organizational Transition Team

Implementation Team

Implementation Team

Communication Team

Communication Team

Service Nova Scotia

PM Methodology UNISYS

• Subproject definition documentation,• Deliverables register,• Change requests,• Decision requests,• Risks register, • Design review board, • Standardized reports

Service Nova Scotia

Governance

• NSBR Charter

• Memoranda of Understanding:– WCB with CCRA

– WCB with BCS

– BCS with CCRA

Service Nova Scotia

NSBR Management Model

ManagementCommittee

SteeringCommittee

NSBR Administrator

Operational ManagersCommittee

Operations RelationshipManagement

Service Agreement

Management

Strategy

Oversight

Operations

Advisory

Service Nova Scotia

Policy Issues(Legislation)

• Electronic Filing Act– Electronic Document Filing Act

• Agency Legislation

• Income Tax Act

• WCB Legislation Bill 90– Changes to Regulations

Harmonization of Policy for CCRA Solution

• Definition of Assessable Payroll

• Forms

• Due Dates

• Penalties

• Payment Channels – Electronic - Payroll Service Providers– PC Banking

Points of Service

• Choices “How & When”

• Centralized Registration

• One Profile

• One Identification Number

• One Payroll Reporting Set of Rules

• License Permits and Approvals

• To the Internet Spring 2001

• Efficiency

Points of Service

• Shared Process Creates Opportunities for Efficiency– Build– Printing SOA

• Compliance Gains – WCB 14,500 to 18,000 Accounts

• Data Warehouse– Information to Customer

Key Success Factors

• Communicate! Communicate!

• Team Members

• Clearly defined decision processes

• Partnership – all issues OUR issues

• Flexibility

• Acknowledge differences in corporate culture

• Customer led solutions

Co-ordinating Communications: A Key Challenge

• Identification of Target Audiences

• Development of Key Messages

• Adoption of Guiding Principles

• Learn from Year Long Pilot

The Planning Process:Carried out Jointly

• Development and Approval of Communications Strategy

• Preparation of Integrated Communications Plan

• Supported by Organization Specific Plans

Audiences, Messages and Tools

• Business Community

• Internal Staff

• Stakeholders and Other Partners

What We Learned• Acceptance of Each Other’s Processes

• Adaption of Policies

• One Audience: One Message

• “Partnership” is a New Animal

• Relationships Matter

Future Directions

• Continued Development

. Streamline processes & enhance data

integrity

. Enhance functionality

. Expand within each jurisdiction

Future Directions

• Expand Partnerships

. Manitoba: integrated registration 2002

. British Columbia: integrated registration

and payment processing 2002

. New Brunswick: integrated registration

. Talking with others

Future Directions

• New technology

. Registration on the Internet 2001

. More payments options

. Personalized information and more

transactions

For more Information

• Greg Keefe, Exec. Director Province of

Nova Scotia (902) 424-4417

• Stuart MacLean, VP WCB of Nova Scotia

(902) 491-8323

• Leslie-Ann Scott, Director of Program Development, CCRA (613) 946-0214