1. The Customer is Always Right ServiceOntario Webcast Serve You Right Summit Government of Victoria, Australia September 15, 2011

2. 3. Our discussion today

Our transition

Where we are now

Its all about the customer

Engaged to perform

Lessons learned

Looking ahead

Conclusion and Q&A

4. Building aserviceorganization

In 2006, Cabinet gave ServiceOntario a mandate totransformandmodernizegovernment services forindividualsandbusiness

ServiceOntario has transferredover 60 servicesand1,100 stafffrom ministries, Today, ServiceOntario offers80 servicesthrough1,000+ touch points(i.e. ServiceOntario Centres, libraries, kiosks, Land Registry Offices and more)

A comprehensivecustomer care model ,service standards ,money back guarantees , aconsistent brand , and avalues-based service culturehas increased overall customer satisfaction from61%(2008) to91%(March 2010)

TheServiceOntario solutionhas been built upon a series ofinvestmentsto streamline and improve government services throughTaking the Leadinitiativeand by playing a large role in theOpen for Businessstrategy to streamline government to business interactions

5. Vision decisions

Enterprise StandardsOR

MandateOR

Ministry MigrationOR

Bold Strokes OR

Improving ServiceOR

Centralized Service?

Volunteer?

Delivery Channels?

Slow March?

Cost Savings?

6. Its all about the customer 7. Institute of Citizen-Centred Services

Mission to promote high levels of citizen satisfaction with public sector service delivery

Taking Care of Businesssurvey was started in 2003 to identify factors that drive satisfaction among business clients

Results of latest TCB survey:

• • Modest decline in overall satisfaction but improved service delivery

• • Web-based solutions becoming more acceptable to business

• • Respondents had a high overall level of satisfaction with In Person service, an increase since 2007 survey

8. Tweet, Tweet 9. Simple, seamless, personalized service

Customer Service Standards

Customer research

Internal surveys

Twitter

First government money-back guarantees in North America

10. Service value chain Increase Employee Engagement Increase Confidence& Trust in Public Institutions *Citizens First 3, ICCS Improve Organizational Performance Improve Citizen Satisfaction 11. Service principles Caring Accountable Responsive Reliable 12. Our 6 key priorities 13. High performance organization

• Annual staff engagement sessions

• Staff Action Teams

• Breakfast with Bob

• Quarterly Employee surveys

• Manager workshops on coaching andemployee recognition

• Workplace Diversity Change Agent Groups

• Common Management Accountabilities

• Credible Commitment to Employee Development

Highly skilled and energized people with superior team attitudes and desire to achieve results 14. Lead Support Inform Motivate Engage Employee engagement 15. Service Guarantees First of their kind in North America Meet our guarantees 99.8% 16. 17. 18.

Used online

by 90% of parents

Newborn Registration Service

Simultaneous registration of:

• Birth

• Application for birth certificate

• Federal Social Insurance number

• Child tax benefits

19. Cost Per Transaction Customer Satisfaction 20. What they told us

I had a very pleasant and speedy experience. I was greeted by a very nice lady who checked over my paperwork and gave me a service number within five minutes my number was called. Within another 5 minutes I had completed my transactions, including two photos, and was on my way.

I was impressed with the exceptional courtesy Keep up the good work!

The staff were extremely friendly and proactive. I was in and out of the location in 20 minutes with a new licence, health card and registration stickers - on a busy Saturday morning!

the person meeting customers at the door did a great job of telling us how to get ready with our forms to speed up the job.

I was served within a minute of my arrival, the next good thing was the woman that served me asked if I had renewed my driver's Licence Well within a few minutes I had renewed all 3 things

Much to my surprise, they also had a greeter or reception person there to preview your paperwork and documents to ensure that everything was correct prior to you going to the service counter. What a great idea.

21. 22. Lessons learned 23. Looking ahead

Ontario government has ordered service delivery review

We are exploring more partnerships with federal, municipal governments

We could deliver front-line services for other governments, or they could deliver services for us

Private sector partnerships studied

24. 25. Contact Details

Richard Steele

Assistant Deputy Minister

ServiceOntario

Telephone: 416-325-8804

Email: [email_address]

ServiceOntario

Visit us at: www.ServiceOntario.ca