Service Canada and Labour Market InformationFLMM 2005 LMI Forum

The Role of Labour Market Information in Advancing Economic Prosperity 

Plenary 4 – Panel Discussion – Future DirectionsNovember 9, 2005

Remarks by Donna Achimov, ADM, Citizen and Community Service Branch,

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... TRANSFORMING SERVICE TO CANADIANS

Service Canada will… Deliver seamless citizen-centred service Enhance the integrity of programs Build a Service Excellence culture Demonstrate accountable and responsible government Work as a collaborative, networked government

Add Launch pictures

Add Launch pictures

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OUR SERVICE CHANNELS

Call 1 800 O-Canada Helpful, bilingual agents TTY service (for the deaf and speech-

impaired)

Click servicecanada.gc.ca Fast and simple New and improved services over time

Visit Service Canada Centres 320 offices + new mobile outreach

services Community service partners

Supported by Processing and Information Technology Centres

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IMPROVING CHOICE AND ACCESS FOR CANADIANS

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ORGANIZING INFORMATION AND SERVICES

AROUND CLIENTS, COMMUNITY NEEDS AND INTENDED OUTCOMES

Strategic Policy (includes program policy) Define desired outcomes

Develop Overall Service Strategy Establish service principles and

direction

Develop Segment Service Strategies Define segment specific service strategy and

standards Design the citizen experience

Develop Service Offerings Define service offering strategy Select channel preferences

Implement Service Offerings

Launch service offerings to channels

Deliver Service Offerings Operate the service

offerings in the selected channels

Identify improvement areas and client feedback

Service Measurement Assess citizen satisfaction Recommend changes to strategic

policy and service offerings

Service Research Assess citizen needs,

behaviours and expectations

Service Strategy FrameworkService Strategy Framework

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EMPLOYMENT SERVICE EXPERIENCE OUR VISION

Clients will: Receive the employment benefits and information that is right for them Be supported in finding the best pathway to meet their individual

needs Experience easy transfer between departments, programs, service

providers and across jurisdictions Be able to self-serve via the Internet or receive assistance from

Service Canada staff in-person, by telephone and by mail Have access to tools and supports to build their own employment

action plan

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IMPROVING CHOICE AND ACCESS FOR CANADIANSNew Job Center

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IMPACT ON LABOUR MARKET INFORMATION SERVICES

Realigning and building new relationships to…

Conduct labour market research and analysis to build local and regional intelligence

Create, maintain and strengthen networks and partnerships to:

Gather and share information on local and regional labour markets

Undertake joint activities with provinces and stakeholders

Support community development

Provide analytical expertise and advice on local and regional labour market trends and issues to:

Enhance decision-making for program planning and management of operations

Build capacity and self-sufficiency

Reach and serve all Canadians who need employment services and support