Integrated Service: Integrated Service: Yukon Blue PagesYukon Blue Pages

New Frontiers and Best Practices in Citizen-Centred ServiceNovember 14, 2001· Toronto, ON

Presented by Presented by Siegfried FuchsbichlerSiegfried FuchsbichlerAssistant Deputy MinisterAssistant Deputy MinisterGovernment ServicesGovernment ServicesGovernment of YukonGovernment of Yukon

Outline Outline

B. Yukon Blue Pages

C. Lessons Learned

A. Yukon Overview

Yukon DemographicsYukon Demographics

~ 5% of Canadian landmass

~ 0.1% of Canadian population

All but one community is road accessible

Some Yukon triviaSome Yukon trivia

50,000 10,000 6,000-7,000

Mt. Logan - 5,959 mMt. Logan - 5,959 m

B. Yukon Blue PagesB. Yukon Blue Pages

Why change?

The phone book version

Online version

Access problems: When citizens don’t know how to get the service

Access problems: When citizens don’t know how to get the service

Bounced from person to person 55 50

Telephone trees, voice mail 35 28

Could not find in Blue Pages 34 28

Did not know where to look 32 32

Busy phone lines 27 40

Trouble finding on the Internet 15 11

Parking difficult 12 13

Travel distance too great 11 8

Other (e.g. long wait) 12 12

Percent having problemsYukon Canada

Source: Citizens First 2000 Survey

Assessment of Blue PagesAssessment of Blue Pages

40

42

48

52

82

0 20 40 60 80 100

Need complete Internet directory

Blue/Grey Pages well organized

Information is arranged logically

Has the information I need

Descriptions of services make sense

Percent in agreement

Source: Citizens First 2000 Survey (Yukon results)

Old Blue Pages: Looking for

wood cutting permit information

Old Blue Pages: Looking for

wood cutting permit information

Old Blue Pages: … still looking for

wood cutting permit information

Old Blue Pages: … still looking for

wood cutting permit information

Old Blue Pages: … still looking for

wood cutting permit information

Old Blue Pages: … still looking for

wood cutting permit information

New Blue Pages: Integration and Collaboration

New Blue Pages: Integration and Collaboration

New Blue Pages:Keyword headings

New Blue Pages:Keyword headings

Assessment of Blue Pages:The need to go “e-”

Assessment of Blue Pages:The need to go “e-”

40

42

48

52

82

0 20 40 60 80 100

Need complete Internet directory

Blue/Grey Pages well organized

Information is arranged logically

Has the information I need

Descriptions of services make sense

Percent in agreement

Source: Citizens First 2000 Survey (Yukon results)

Online Blue PagesOnline Blue Pages

~50,000hits per month

since launch

The New Blue Pages: Usage

The New Blue Pages: Usage

C. Lessons LearnedC. Lessons Learned

Lesson 1. Solid partnerships

Lesson 2. Simplify then automate

Lesson 3. Tailor to meet your needs

Lesson 4. Communicate, communicate

Any time, Any where, All together

Moving Forward:Next steps for blue pages

Moving Forward:Next steps for blue pages

Work on list of keywords Link with our programs and services

guide Make technology available to others Train our “call centre” staff

Closing thought:

When Technology

fails us...

Closing thought:

When Technology

fails us...

For more information ...For more information ...

Siegfried FuchsbichlerSiegfried Fuchsbichler

Assistant Deputy MinisterAssistant Deputy Minister

Government Services, Government of YukonGovernment Services, Government of Yukon

Phone: 867-667-3732Phone: 867-667-3732 Fax: 867-393-6218Fax: 867-393-6218

siegfried.fuchsbichler@gov.yk.casiegfried.fuchsbichler@gov.yk.ca

Web sites:

http://www.gov.yk.ca

http://www.bluepages.gov.yk.ca