TELUS Restricted and Confidential1

Shared Services in GovernmentA Model for the Web

Jamie DarchMember of the TELUS Team

Theatre 3, Rideau CentreWednesday October 29, 11:30am

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Session Overview

Governments can cooperate and align services for rich functionality, and better service delivery in a real-life environment.

Shared Services are an important part of the delivery of cost-effective services throughout government.

The Shared Service model represents a major change in the way services have been delivered in the past.

We will look at 3 Municipalities currently using a Shared Services Model

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Shared Services Portal - Creating Value

A cost-effective one-stop shop for services to citizens, businesses, visitors and municipal officers

Providing up-to-date and consistent information to citizens from a single source.

A fully hosted and managed service. Municipalities can focus on their citizens while provider manages the technology and processes

Providing established (shared) processes and methodologies

Adapting services to a community with similar requirements

Balanced Information Management capabilities

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Defining Shared Services

“Shared services involve a service delivery model where organizations achieve economies of scale through the creation of a separate entity in which the "customers" have a degree of ownership and determine the types of services and service levels provided.

It is important to note that shared services differ from centralized services, where client agencies do not have a role in jointly governing types and levels of services.”

Gartner, June 2008

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Policy Priorities are Driving IT AgendaBetter Citizen Service Delivery = Improved Information ManagementImproved Information Management = People, Process, & Technology

Source : "Government Insights, Top Strategic Priorities in Canadian Municipal Government", June 2007

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Providing Citizen Service is Complicated

Infrastructure (production, quality assurance, development)(hosting, server, OS, data backup, redundancy, recovery)

Application serverWeb server Database

Crawler

Content Management

System

Document Management

System

Forms Management

System

Webmail

Chat

Blog

Forum

IP connectivity

Sing

le s

ign-

on

Port

al

Stat

s to

ols

Inte

grat

ion

laye

r

Mobile services

Collaboration services

Wor

flow

s

Citizen

CatalogueTransactional services

Mailing lists External services

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A Multi-Channel Service Delivery Strategy

Web Sewers

Drinking water

Maintenance

Library

Taxes & permits

Vehicles & engineering

Urban planning

Public safety

Archives

Recreation

Lighting

Maps

Call center

Counter

Mail

Integrated service offering

Accessibility

Self-Service

SimplicityTELUS Portal

Customization

Single point of entry for all municipal services

A single location for municipal services focused on the needs of citizens

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• Website content

• Information & communications tools

• Information pertaining to municipal ESD

• Transactional services

• Other web services

* The Institute for Citizen-Centred Service is a not-for-profit organization in Canada with a mission to promote high levels of citizen satisfaction with public. Their website is http://www.iccs-isac.org

Common Municipalities ServicesA survey identified services desirable for a municipal portal.

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Website Content - Common Services

Information on city history

Online maps

Weather, local news

Site map

Frequently Asked Questions

Economy

Links to business-oriented organizations, community organizations ministries and government corporationsnon-government organizations

Information on structure of city administration

Information on municipal budget

List of members of City Council

Events calendar, news

Privacy protection policy

Career opportunities

Email addresses of municipal employees

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Common Municipal ServicesInformation & Communications Tools

Agenda of City Council meetings

Minutes of proceedings

Downloadable publications and reports

Web cast of City Council meetings

Public audiences

Online surveys

Live proceedings

Process to follow in order to file a complaint/request

Information Pertaining to ESD

Cultural and recreational service

Tourism

Municipal services and regulations

Public safety and fire protection

Public transportation, schedules, etc.

Waste water plant

Environmental protection

Water filtration plant

Garbage collection (schedule)

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Common Municipalities ServicesA recent survey identified services desirable for a municipal portal.

Website contentInformation on city history Online maps Weather, local news Site map Frequently Asked Questions Economy Links to

business-oriented organizations, community organizations ministries and government corporationsnon-government organizations

Information on structure of city administrationInformation on municipal budget List of members of City CouncilEvents calendar, newsPrivacy protection policyCareer opportunities Email addresses of municipal employees

Other Web services Forum; chat; discussion groups Password-accessible e-services (Internet, extranet, etc.)Search engine Accessible access to a custom profile Displaying when the portal was last updatedLinks to other municipal websites URL

Information pertaining to municipal ESD

Cultural and recreational services Tourism Municipal services and regulations Public safety and fire protection Public transportation, schedules, etc.Waste water plantEnvironmental protection Water filtration plant Garbage collection (schedule)

Information and communications tools for democracy

Agenda of City Council meetings Minutes of proceedings Downloadable publications and reports Web cast of City Council meetings Public audiences Online surveys Live proceedings Process to follow in order to file a complaint/request

Transactional services Registration for various activities (social, cultural, sports)Applying for permits and licences Online payment (taxes and other services) Online forms Subscription to mailing list

* The Institute for Citizen-Centred Service is a not-for-profit organization in Canada with a mission to promote high levels of citizen satisfaction with public. Their website is http://www.iccs-isac.org

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Helping Clients “Get on Board”

An established methodology and other tools assist clients in the transition to the solution - quickly and smoothly

Services - ApplicationsCMS (Content Management System), Permanent calendar, Events calendar (full page version), Search, Brochure, Forums / discussion groups, File manager, E-cards, E-promotions, Mass mailing & Ad campaign management, Polls, Online contests, Banner ad management, E-commerce tools (B2C as well as B2B), Reporting and analysis

Service TemplatesHome page, Contact us, Press releases, Customer service, Accomplishments, FAQ (Frequently Asked Questions), News, Products and services, Partners and subsidiaries, Our team, Our clients, About us, Policies, Community newsletters, Links, FAQ (Frequently Asked Questions), Generic page, News, Job offers, Coupons, Photo album

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Requirements of Shared Services ProviderHosted Production Environment

Availability, Management, Performance, Analysis24/7/365 oversight

Hosted Quality Assurance EnvironmentAvailability and Management of siteService monitoring (8am-8pm)

Customer Experience Availability of the site (99.5%)

Supporting Services Site Maintenance

Webmaster, technical architect

Site DevelopmentDesign architect

Other Related ServicesOnline service requests, analysis , resolution management, reporting

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The Municipalities Shared Some Insight

Key drivers to adopting a Shared Service solutionContent Management - information “owners” able to manage/publishCost , quality of service and manageability of the provider

Key issues / challenges Surprisingly, not too much related to technologyChange management is key - need tools, processes, and support

What benefits have been realized?Predictable and manageable costs (via contract management & SLAs)Increased web channel usage - lower cost per transaction

What services are next?Geomatic capabilities linked to municipals services, 311 enablement

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A Client Snapshot – Ville de rimouski

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A Client Snapshot – Salaberry-de-Valleyfield

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A Client Snapshot – Ville de Sherbrooke

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What We Learned About Ensuring SuccessThere needs to be a mandate for change with the business challenge clearly articulated and executive supportThe solution has to meet the business requirements –measured, well managed and flexibleEstablished and repeatable processes, consistent results and quick adoption are the keyTechnology will be the main enabler, the solution architecture must support current and future goals Change Management is important – it is a different way of working

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Questions?

jamie.darch@telus.com613-899-4280