making it easier…

ServiceOntarioServiceOntario

Showcase Ontario

2006

ServiceOntarioServiceOntario

In Person

Online

By Phone

making it easier…

Everyday, we’re making it easier for Ontario businesses and individuals to access government information and services

ServiceOntarioServiceOntario

In PersonIn Person

making it easier…

Everyday… 64 ServiceOntario Centres 51 Registry Offices 70 self-serve kiosks 42 libraries

provide information and services… and SO much more… to clients across Ontario

In PersonIn Person

OnlineOnline

making it easier…

OnlineOnlineEveryday…20,000 Ontario customers

go online to find:– information

from all Ontario ministries– over 400 forms– birth certificates

…guaranteed!

– and SO much more...

By PhoneBy Phone

making it easier…

By PhoneBy PhoneEveryday…2,200 citizens call

ServiceOntario to: – get information and

directions to the right ministry

– ask for help on our website– register a business– buy a publication…

– and much, much more…

ServiceOntarioServiceOntario

AccessValueQualityTrust

… Every time!

ServiceOntarioServiceOntario

mmaking it easieraking it easier

Showcase 2006

Bob Stark, CEO

ServiceOntario

ServiceOntarioServiceOntario

ServiceOntarioServiceOntario

Showcase 2006

Bob Stark, CEO

ServiceOntario

IntroductionIntroduction

“Making it easier”… “Retail Expert” & “Best in the world”…ServiceOntario of the future?– What’s does the customer have

to look forward to?– What’s in it for you?

Making it easier…Making it easier…

An invigorated mandateCabinet support and budgetIT foundation to support our clients

present and future needsTalented, skilled staffA new vision to pursue

ServiceOntario “of the future”ServiceOntario “of the future”

What is “retail expert” going to look like…– To the “retailer”: ServiceOntario– To the “shareholders”: the Ontario

government and its ministries– To the customer– To staff

VisionVision

Be recognized for meeting or exceeding customer expectations with our service,

solutions, leadership, and people…

Every time!

Service Offerings

New & enhanced services that are

integrated to create an

outstanding service

experience

Brand

Strong brand positioning &

excellent value propositions

Customer Service

Effective & integrated channel

development with superior

customer service in all channelsCost Effective

Service Delivery

Operational excellence &

effective process management in

our service offerings

Partnerships

Reliable, accountable &

agile infrastructure

supporting strong delivery

partnerships

High Performance Organization

Highly skilled & energized people

with superior team attitudes & desire to achieve

results

What’s it going to take…What’s it going to take…

Government services are still not perceived to be easy to access– 33% of citizens agree that they can readily access the

government services they need. – 29% feel that they cannot readily access the services they need.

Citizens who are able to complete their service experience on the first contact provide higher value ratings than others

Citizens give consistently lower value ratings to more complex service experiences

What People Are ThinkingWhat People Are Thinking

““Value”Value”

How do we deliver?How do we deliver?

Linking Employees and Customers

The Value ChainThe Value Chain

Increase Employee

Engagement

Improve Customer

Satisfaction

Improve Organizational Performance

Increase confidence & trust in public institutions

The Client ExperienceThe Client ExperienceCustomer Satisfaction Performance…

33%

36%

44%

45%

50%

53%

55%

56%

59%

60%

68%

69%

69%

73%

20% 30% 40% 50% 60% 70% 80%

CSR Selling

Voice Menu

Wait Time

IVR

Ease of Contact

Call Length

CSR Authority

CSR Summarizing

Call Resolution

CSR Knowledge

CSR Listening

CSR Helpfulness

CSR Clarity

CSR Courtesy

The Client ExperienceThe Client Experience

What is Important to Customers…

0.27

0.28

0.31

0.33

0.40

0.43

0.46

0.47

0.48

0.50

0.50

0.52

0.53

0.58

0.20 0.25 0.30 0.35 0.40 0.45 0.50 0.55 0.60

Voice Menu

CSR Selling

Ease of Contact

IVR

Wait Time

CSR Clarity

Call Length

CSR Summarizing

CSR Courtesy

CSR Listening

CSR Knowledge

CSR Authority

CSR Helpfulness

Call Resolution

Value Chain PrinciplesValue Chain PrinciplesEmployee satisfaction results from several factors, the most important are:

– Fairness of management– Quality of one’s peers in the workplace– Opportunity for personal growth on the job– Capability – the latitude to deliver results to

customers– Levels of customer satisfaction achieved in

customer-facing jobs (the “mirror effect”)– Monetary compensation.

Today, we’re enhancing customer experience:

Ministry of Transportation online transactions

Land Registry Office e-registration technology

Enterprise Content Management System

ServiceOntario of the futureServiceOntario of the future

Results: What People Are Results: What People Are SayingSaying

“Well done! I wish all government application processes were as easy and user friendly. Thank You”

“Excellent. Very seamless registration process. Best of all, it’s one-stop-shop to get 3 things done. It’s a revolution in government services! Good work getting all 3 levels of government to work together.“

“All I can comment is it’s easy and I save a huge amount of time. I just wish you could do this for your passport too.”

“Your service allows an individual to do the work themselves at a greater cost reduction. Plus the ability to contact you directly. Don’t change a thing!!!!”

“This state of the art service is really great as it saves time and efforts. I wish you good luck for the future Phases of this initiative.”

Tomorrow, what will the ServiceOntario experience look like? Who knows? You?

E-mail, and a “destination” website

Wireless mobility – crackberries– bluetooth– etc.

ServiceOntario of the futureServiceOntario of the future

We’re on our way…We’re on our way…

ServiceOntario… Won’t you join us?

Questions?