Canada Business Service CentreCanada Business Service Centress
Taking Care of Business Study:Taking Care of Business Study:Introduction Introduction
Robert Smith
Executive Director
CCanada Business Service Centresanada Business Service Centres
Slide 2
Government Gouvernement of Canada du Canada
Canada
Taking Care of Business (TCOB)Taking Care of Business (TCOB) The TCOB study provides public sector organisations
with knowledge and insight into the needs and experiences of the business community, which are distinct from the needs of citizens
The study’s objectives include: Service Access: which channels are used and why? Service Quality: what are the levels of service quality
across levels of government and services/ Drivers of Satisfaction: what determines the satisfaction of
the client? Service Preferences: what is the preferred channel and
timeliness expectations? Client Relationship Management: what does customisation
mean in the context of service to business, and how important is it to business?
CCanada Business Service Centresanada Business Service Centres
Slide 3
Government Gouvernement of Canada du Canada
Canada
MandateMandate
Improve the start-up, survival and growth rates of SMEs
Reduce the complexity of dealing with various levels of government
Enable clients to make well-informed business decisions
Encourage business success through sound business planning, market research and use of strategic information
... to serve as the primary source of timely and accurate business related information and referrals on federal programs, services and regulations, without charge in all regions of the country.
... to serve as the primary source of timely and accurate business related information and referrals on federal programs, services and regulations, without charge in all regions of the country.
CCanada Business Service Centresanada Business Service Centres
Slide 4
Government Gouvernement of Canada du Canada
Canada
Mandate and ServicesMandate and Services
IqaluitYellowknif
e
Vancouver
Edmonton
Whitehorse
Saskatoon
Winnipeg
TorontoToronto
Charlottetown
Halifax
Montreal
St. John’s
Fredericton
LocationsLocations 13 Canada Business Service Centre Hubs Network of 356 regional access partner sites
WDICCEDACOA
CCanada Business Service Centresanada Business Service Centres
Slide 5
Government Gouvernement of Canada du Canada
Canada
Implementation StrategyImplementation Strategy
Choice and channel management Encourage self-serve and Web-based information
Common Information Management (IM) and Information Technology (IT) across the network Economies of scale, efficient Quality control of content
Partnerships and Collaboration Integrate information across organizations and levels
of government Share costs
CCanada Business Service Centresanada Business Service Centres
Slide 6
Government Gouvernement of Canada du Canada
Canada
ServicesServicesAll Access Channels
Phone Walk-in
Mail & Fax E-mail
Officer-assistedOfficer-assisted
Online
Self-serveSelf-serve New!New!
Simultaneous phone and web connection: a CBSC officer will help clients navigate the web!
CCanada Business Service Centresanada Business Service Centres
Slide 7
Government Gouvernement of Canada du Canada
Canada
BISBISBIS
Common IM – Common IM – Business Information SystemBusiness Information System
The most reliable, comprehensive business program and service data base in government
1,200+ (in each language) - programs, services and regulations
Equivalent provincial information added at the CBSC across the country
Published on the web; used by business information agents to assist (telephone, e-mail etc)
20,000 local contacts listed 170,000 imbedded links to partner and related sites Replicated every night across the country for all
uses
CCanada Business Service Centresanada Business Service Centres
Slide 8
Government Gouvernement of Canada du Canada
Canada
Information Through PartnershipsInformation Through Partnerships
41 federal departments and agencies
10 provinces and 3 territories
CCanada Business Service Centresanada Business Service Centres
Slide 9
Government Gouvernement of Canada du Canada
Canada
Trends in Use of CBSC ChannelsTrends in Use of CBSC Channels
Web Visits - All Centres (in millions)
0.0
1.0
2.0
3.0
4.0
5.0
6.0
1.72.1
3.1
3.8
4.8
Non-Web I nteractions All Centres
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
Telephone Walk-in IVRSE-mail Mail & Fax Info-FAXTalk to Us
623K
514K
418K366K
329K
N.B: The Info-FAX channel was discontinued in December 2002.
CCanada Business Service Centresanada Business Service Centres
Slide 10
Government Gouvernement of Canada du Canada
Canada
Most Frequently Asked QuestionsMost Frequently Asked Questions
I am having trouble financing my business. Are sources of help available?I am having trouble financing my business. Are sources of help available?
How do I find suppliers?How do I find suppliers?
I have an order from the U.S. How do I export?I have an order from the U.S. How do I export?
How do I start a business?How do I start a business?
What regulations apply to my business?What regulations apply to my business?
CCanada Business Service Centresanada Business Service Centres
Slide 11
Government Gouvernement of Canada du Canada
Canada
Constantly Responding to Client Constantly Responding to Client Needs…Needs…
Evolving Processes and ToolsEvolving Processes and Tools Evolving ProductsEvolving Products
Business Information System Info Guides
Information Management Standards – XML (CSDML)
How to Guides
Content Management System Interactive Business Planner
Content Syndication/Channel Partnerships
Business Start-up Assistant
“I’ve had this site bookmarked for several years now. It just keeps getting better and better. This is the way Government is supposed to work.”
L. Grant
CBC - The Business Network