Canada Business Service Centres Taking Care of Business Study: Introduction Robert Smith Executive...

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?


Slide 3


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.


Slide 4


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


Slide 5


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


Slide 6


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!


Slide 7


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


Slide 8


Canada

Information Through PartnershipsInformation Through Partnerships

41 federal departments and agencies

10 provinces and 3 territories


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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.


Slide 10


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?


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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

Canada Business Service Centres Taking Care of Business Study: Introduction Robert Smith Executive...

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