Government to Citizen Electronic Service Delivery and Strategies for Government Portals: BizPaL...

Government to Citizen Electronic Service Delivery and Strategies

for Government Portals: BizPaL

Guylaine Brunet & Alec Lumsden

Industry Canada

E-Gov Forum & Expo August 30, 2005

2005 e-Gov Forum2

OverviewOverview

What is BizPaL?

The client need

Partner governments

What the client sees

System diagram

Lessons Learned

2005 e-Gov Forum3

What is BizPaL?What is BizPaL?A Shared On-Line Tool for Licenses and Permits

On-line tool providing information on licenses and permits• Organized by business line• Arranged by permit/license work flow

Directs businesses to jurisdictional information on the licences and permits needed to start and manage their enterprises

A CollaborationFeb 2003: Forum involving all provinces and territoriesProof of concept developed with provinces and municipalities19 provincial and municipal governments contributed to BizPaL GOL Business CasePilot Project participants: Yukon, Whitehorse; BC, Kamloops; Manitoba, Winnipeg; Ontario, Halton Region, Milton, Halton HillsIn discussion: Manitoba, Saskatchewan, Ottawa

GoalsReduce burden of compliance by:

• Improving Cross-Jurisdictional Collaboration in Service Delivery

• Streamline permit and license services for businessesHelp support broader transformation of compliance requirementsLay foundation for expanded service (transactions)Increase coverage from Permits and Licences to other regulationsExpand to new partner governments

2005 e-Gov Forum4

Government Service to BusinessGovernment Service to Business

Service to Business • 2 million entities, 98% with less than 100 employees• Extensive use of intermediaries to interact with government• Regular interaction with government• Most interactions relate to compliance (eg: tax, customs, patents, transport)• Work with all three levels of government• Strong use of all channels: in-person, phone, mail, and on-line (most popular)

Key Issue• Reducing burden/cost of compliance for business and streamlining access to

programs across governments

2005 e-Gov Forum5

Client Experience – Start-upClient Experience – Start-upMunicipal Program(s)

Regional Program(s)

AGCO

LCBO

Tax Revenue Division

Socio-Economic Development-plan a succesful business(need to assist them with their business planning,EX, find a suitable location)(need for sector analysis, Statistical data (stats can)Socio-Economic Development-meet gov't requirements in a cost effective manner(Understanding GOV requirements, EX checklist)(reduce/eliminate time required to meet Govrequirements by directing them to various permitsand licenses needed for their endeavor)

(inform them of risk of non compliance)

Socio-Economic Development-maintain competitiveness

(need to defend trademark rights)

Natural Resources-supply clean water

Environment Protection-waste management

Environment Protection-comply with environmental regulations

Public Health-comply with public health regulations

Natural Resourcesconform to protected species regulations

Legal, Collective, Democratic & Human RightsProtection

-Managing personal liability risk

Legal, Collective, Democratic & Human RightsProtection

-comply with human rights

Social Development-comply with accessibility rules

Public Safety-police, fire, ambulance needs for safe

infrastructure, roads, lights etc.

Public Safetymeet and maintain worker safety, fire, building and

health inspections

Justiceaccess to fair hearings for claims recourse

GOV Financial Management Services-comply with tax obligations, pay taxes

Restaurant Owner

P Corporate TaxRegistration Service

Corporate Income TaxAccount

P Retail Sales TaxRegistration Service

Retail Sales Tax Account

P Employers Health TaxService

EHT Account

Meet obligation to payemployer health tax

BTEP Program Service Alignment Model – New Business Startups (Restaurant Owners)

Goods and Services Tax (GST)

F Goods and Services TaxService

Goods and Services TaxAccount

Targeted Wage Subsidy Program(HRDC)

F HRDC Targeted WageSubsidy Service

Targeted Wage Subsidy

Canada Small Business Financing(CSBF) Program

F Canada Small BusinessFinancing Service

Small Business Financing

Community Futures DevelopmentCorporations (CFDCs)

F Community FuturesDevelopment Corporations

(CFDCs) Service

Northern CommunityFinancing

Statistics Canada

F Statistics Service

Statistical information

Federal Business Incorporation

F Federal IncorporationService

Federal IncorporationRegistration

Canadian Intellectual Property Office

F CIPO trademarkprotection service

Trademark registration

Business Number

F Business Number Service

Business NumberRegistration

Consumer Products and Labelling

F Consumer Productsand Labelling Service

Consumer Products andLabelling standards and

regulations

COBSC

F COBSC informationservice

COBSC Information forbusinesses

Aboriginal Business Canada

F ABC grants andcontribution service

Aboriginal Business grantsand contributions

Business Development Bank of Canada(BDC)

F BDC Loan GuaranteeService

Loan guarantee

Canada Pension Plan (CPP)

F Canada Pension Plan(CPP) Service

Canada Pension Plan (CPP)account

hiring and firing flexibility

don't have to providea private pension plan

sufficient capital to start

sufficient capitalto start

eases thefinancial burden

sufficient capital to start

sufficient capitalto start

ability to domarket research

protection fromcorporate liability

single access point to informationon federal and provincialprograms, services and

regulations to start a business

comply with tax obligations GST rebates

protection from liability

AGCO

F AGCO informationservice

AGCO information servicesfor businesses

Assistance withbusiness planning

single access point to information aboutfederal and provincial programs, services

and regulations to start a businessAdvice regarding various government requirements

protection from public safety liability

Employment Insurance (EI)

F Employment Insurance(EI) Service

Employment Insurance (EI)account

M Publicationssubscription service

M Publications

M Minor Variance service

M Minor Variance

M Land Severance service

M Land Severance

M BIA designation service

M BIA designation

M Road entrance permitservice

M Road entrance permit

M Bingo License Service

M Bingo License

M Raffle License Service

M Raffle License

M Break Open TicketSeller License Service

M Break Open Ticket SellerLicense Service

M Heritage propertyalteration approval service

M Heritage property alterationapproval service

M Fine Collection

Collected fine

M Occupancy Permitservice

M Occupancy Permit

M Building permit service

M Building permit

M Sign Permit service

M Sign Permit

M Site Alteration Permit

M Site Plan Alteration Permit

M Road excavation permitservice

Road excavation permit

M Business license service

M Business License

M Site Plan Applicationservice

M Site Plan approval

M Re-zoning service

M Re-Zoning

M Property Tax service

M Property tax account

P Liquor Control Board ofOntario Supply Service

P Liquor Control Board ofOntario Supply

OLGC

P Ontario Lotteryand Gaming CorporationProduct Seller Contract

Service

P Ontario Lottery and GamingCorporation Product Seller

Contract

MEDT

P Education and TrainingService

Entrepreneurial SkillsDevelopment Course

P Information Services

Ontario Business Report

P Investment and KeyAccount Service Advisory

Service

Investment Advice

P Capital FinancingInformation Service

Capital Financing Information

P Business DevelopmentAdvice Service

Small Business Advice andGuidance

Companies Personal Property & Security Branch

P Business NameRegistration Service

Business Name Registration

P Incorporation Service

Incorporation Registration

P Partnership RegistrationService

Partnership Registration



Advice regarding variousgovernment requirements





Value is:…….limits personal liability and creates business structure

Can limit personalliability and createsbusiness structure

provides taxadvantages

Workers Safety & Insurance Board

P Worker Safety InsuranceBoard Registration Service

P WSIB Account

Advice regarding how to operatea safe working environment

Contributes to insurance plan

ORC

P Ontario RacingCommission Teletheatre

License Service

P Ontario RacingCommission Teletheatre

License

Provides a framework that restricts competitors

from operating illegallyand a framework forcomplying with the

regulations in the future

P Liquor License Service

P Liquor License Permit

P Break Open TicketRegistration Service

P Break Open Ticket 3rdParty Seller Registration

P Slot Facility RegistrationService

P Slot Facility Registration

P Break Open TicketLicense Service

P Break Open Ticket CharitySeller License

P Bingo Hall RegistrationService

P Bingo Hall Registration

P Bingo Event LicenseService

P Bingo Event License

P Raffle License Service

P Raffle License

P Exempt GamingRelated Supplier

Registration Service

P Exempt Gaming RelatedSupplier Registration

P Key EmployeeRegistration Service

P Key Employee Registration

P Non-Gaming RelatedSupplier Registration

Service

P Non-Gaming RelatedSupplier Registration

protection from corporate liability

WSIB tribunal moderates claims

Provides a framework that restricts competitors from operating illegally as well as providing themwith an assurance of initial compliance and a framework for complying with the regulations in the future

Provides a framework that restricts competitors from operating illegally as well as providing them with an assurance of initial compliance and a framework for complying with the regulationsin the future

access to goods tosell to customers



Advice regardingvarious government

requirements

protection fromunfair competition

Provides a framework for restricting access to a registration, and sanctioning competitors operating outside the law

Access to goodsto sell customer

Insurance against workplace mishaps

Permission tocollect and remitretail sales taxMeet obligation to

file tax returns

Provincial / Regional Program

P/R Talk to me service

P/R Talk to me session

providesknowledge &

understanding ofprocess

UnderstandingGOV requirements

P/R Ontario Works - HaltonPlacement service

P/R Ontario Works - HaltonPlacement

R Publicationssubscription service

R Publications

R Business library service

R Access to businesspublications

R Healthy Heart menuevaluation service

R Healthy Heart certificate

R Site SelectionAssistance service

R Site Selection Assistance

R Access toProfessionals service

R Professional businessadvisor

R Small BusinessSeminar Service

R Small Business Seminar

R Referral to professionaladvisor service

R Referral to professionaladvisor

R Access to businessadvice service

Business advisor

R Water/Sewer connectionpermit service

R Water connection permit

R Storm Sewer connectionpermit service

R sewer connection permit

R Road entrance permitservice

R Road entrance permit

R Garbage & Recyclingpickup evaluation service

R Garbage & Recyclingpickup ruling

R Health permit service

R Health Permit

R Food Handling SafetyCourse service

R Food Handling SafetyCourse certificate

R Road excavation permitservice

R Road excavation permit

R Floor Plan & EquipmentLayout Approval service

R Floor Plan & EquipmentLayout Approval

easier tointerface

withgovernment

enhances business success

providesknowledge &

understandingof processof business

needs

legal protectionof tradename

providesknowledge &

understandingof GOV

requirements

provides knowledge& understanding ofGOV requirements

enhances business success by providing the necessaryinformation to help entrepreneur make an informed decision

provides knowledge andunderstanding of

legal and human rights

provides knowledge &understanding of process

how to sustaincompetitiveness

provides knowledgeand understandingof process waste

management

provides knowledge &understanding of process to comply

with environmental regulation

provides knowledge & understanding of process

protection from public health liability

Obtain potable water

Meet potable water standards

Guarantees access towaste water removal

Guarantees accessto potable water

Eliminates waste water hazard

Safe treatmentof waste water

Safe treatmentof waste water

Meet potable water standards

Removal of waste water

Ensureswaste

disposal needs

/ requirementsare met

Ensures wastedisposal needs/

requirementsare met

Ensures waste disposal needs/ requirements are met

Ensuressafe

access toproperty

Ensures compliancewith accessibility legislation

Ensures publicaccess to business

Facilitates hiring ofqualified staff

Facilitates hiring ofqualified staff

Guaranteespublic accessto restaurant

business

provides informationto reduce risk

Ensures floor plan/equipmentlayout meets health regulations

Ensures floor plan/equipmentlayout meets health regulations

Ensurecompliancewith HealthDepartmentregulations

Ensures changes to roads meetstandards for safe infrastructure

Ensures changes toroads meet standardsfor safe infrastructure

Ensures compliance withHealth Dept regulations

Ensures all signs meetsame set standards

Provides businessplanning information

Can proceed withmodifications to

improve business

Enhancesbusinesssuccess

Severanceprocessinitiates

assessmentprocess

Ensuresmembers indesignatedareas pay

appropriateBIA levies

Ensurescom/ind

pays correctproperty tax

Ensurebusiness

leviedappropriate

tax rates

Competitors areregulated

Ensures propertyowners aware of

heritage standardsand requirements

Dischargeof

obligation

EnsuresHealth Deptinformed ofall operatingbusinesses

Provides a framework that restricts competitors from operating illegally as well as providing themwith an assurance of initial compliance and a framework for complying with the regulations

in the future and provides the public with confidence in the integrity of their business

Provides a framework for restricting access to a registration,and sanctioning competitors operating outside the law

A trigger for assessmentprocess for Ministry of Rev

Assessment processinitiated with building permit

Ensures all building code issues are addressed and complied with

Ensures business is in correct location

Ensures all building codeissues are addressed

and complied with

Ensures all building codeissues are addressed

and complied with

Ensures all traffic /services/ health

issues for complianceare identified

Ensures business isin correct location

Ensure gradechanges don’t

affectdrainage

Guarantees publicaccess to

restaurant business

Ensures changes to roads meetstandards for safe infrastructure

Ensures safe accessto property

Ensures culverts andfill to standard

Ensures public access to business

Ensurescompliance

withaccessibilitylegislation

Federal Program(s)

Provincial Program(s)

IC PSAM v0.4 2003.12.08.vsd

Despite efforts to streamline and reduce red-tape, recent service mapping has indicated that clients continue to experience a complex and overlapping service environment.

Jurisdictional Outputs

Municipal service outputs

Regional service outputs

Provincial service outputs

Federal service outputs

2005 e-Gov Forum6

BizPaL Pilot Partners

2005 e-Gov Forum7

Clients’ view of BizPaL

Select your Industry Sector…

Answer some simple questions…

Receive a customized list of permits and licenses…

Ready

Go to your entry point …

Access

Go!

Set

2005 e-Gov Forum8

BizPaL System DiagramBizPaL System Diagram

XML schema BizPaL

JurisdictionsSectors

Permit & Licence infoQuestions

Business Process Wizard

Admin module

Inquiring client on web

Govt staffbuild business

process maps for

each jurisdiction

Current procedures and authority recorded

BizPaL service available from multiple websites

Web s

erv

i ces

2005 e-Gov Forum9

Administration Module: UI and Functions

Jurisdictions: distributed control – centralized hardware

Managing Permits & Licence information

Managing Industry Sector Configurations

Approving Industry sector configurations and the structure of cross-jurisdictional cooperation

Publishing across multiple governments

Other administration functions and roles

2005 e-Gov Forum10

# 9 - Consultation

Consultation with key stakeholders (open forum)

Provide high level vision

Build prototype

Seek views, interest and engagement from stakeholder provincial/territorial, municipal and other federal departments

Be transparent about participation and sustainability

2005 e-Gov Forum11

#8 - Business Case

Develop a Strong Business Case

Based on a client stated needs

Analysis and research of similar project in other counties

Needs validated by BTEP exercise

Source: Joint Forum Survey of 710 Businesses

What would help your business better comply with regulations?

1. Reduce Existing Regulations2. Reduce the total number of

regulations3. Make business owners aware of

regulations4. Improve Government customer

services5. Provide examples of what constitutes

compliance

2005 e-Gov Forum12

#7 - Government Priorities

Align with government priorities

Paper Burden reduction

Smart Regulation

Competitiveness

Measure impact of service on Paper Burden

» Risk of non-compliance – complex environment and poor information can increase risk of involuntary non-compliance

» Unclear requirements, interpretation, and enforcement can lead to inadvertent errors in compliance and reporting

»Small business disproportionately impacted>Lack of resources - effort required to understand regulatory requirements detracts from business activities>Diversion of resources potentially undermines the productivity and competitiveness of small firms>2001 – CFIB survey identifies regulatory burden as highest priority for small business after tax burden and EI

2005 e-Gov Forum13

#6 - Collaboration

CollaborationPartners participate in requirements gathering (buy-in)

Involved in any and all decisions (engagement)

Partners retain ownership of data (responsible & accountable)

Recognize and engage early adopters

*

*

*

2005 e-Gov Forum14

#5 - Branding, Federal Identity & CLF

Branding, Federal Identity Program and Common Look and Feel

Use solution that minimize challenges (web-services)

Work within guidelines but be prepared to be flexible

Involve key players early (TBS, legal, etc)

2005 e-Gov Forum15

#4 - Technology

Technology SolutionKeep the Solution Simple

Provide solution to meet the need of all existing and potential partners

• From technically savvy to basic capabilities

Keep it low-cost, any costs can be prohibitive to some partners

Web services & In-line frames

2005 e-Gov Forum16

#3 - Governance

Governance StructureDevelop trust – takes time

Owned by the consortium

Keep it simple

• Partners agree to existing structure until it doesn’t work

Representation from each partner

• Senior and manager levels

Define Roles and Responsibilities

Collectively Owned Independent Legal EntityCollectively Owned Independent Legal Entity

SecretariatSecretariat

BizPaLPartners

BizPaLCentral Unit

BizPaLCentral Unit

BizPaLManagerBizPaL

Manager

Deputy MinisterDeputy Minister

Advisory Board

Advisory Board

BizPaLShareholders or Members

BizPaLCentral

Unit

BizPaLCentral

Unit

BizPaLManagerBizPaL

Manager

Board of DirectorsBoard of Directors

Privately Owned Legal EntityPrivately Owned Legal Entity

BizPaLClients

BizPaLClients

BizPaLClients

BizPaLCentral

Unit

BizPaLCentral

Unit

Contracts

Potential Evolution of Structural FrameworkPotential Evolution of Structural Framework

Today Possible Long-Term

2005 e-Gov Forum17

#2 - Funding

Funding Agree to terms earlyCost share based on size of partnerSeed funding

• enough funds to ensure appropriate governance is in place

Minimize centralized activities to keep costs low

• Efficiency• survival

Agree on cost formulas to decrease cost over time

Step 2. P/T passes on appropriate amounts to respective partner

Resources for National Shared

Functions


Functions

National BizPaL Secretariat

Federal Government

Provinces and Territories Municipalities

Resources for Own Partner

Functions


Functions

Resources for P/T Shared Functions


Services and functions leveraged by all Partners

Services and functions leveraged by all Partners within the respective

Province or Territory


Functions


Functions


Functions


Functions

Federal Portion of National

Shared


Shared

P/T Portion of NationalShared


Portions determined by national cost-sharing formula.

$$

$$

Portion of NationalShared

Portion of NationalShared$$

Portion of P/TShared


$$

Amounts determined by each province’s own cost-sharing formula.

Municipalities Portion of NationalShared

Municipalities Portion of NationalShared$$

Step 1. National passes on appropriate amounts to respective partner


Functions


Functions


Federal Government



Functions


Functions







Functions


Functions


Functions


Functions


Shared


Shared



$$

$$



Amounts determined by national

cost-sharing formula.

Note National amounts for municipalities within P/T jurisdiction passed on to P/T

Step 2. P/T passes on appropriate amounts to respective partner


Functions


Functions


Federal Government



Functions


Functions







Functions


Functions


Functions


Functions


Shared


Shared



Portions determined by national cost-sharing formula.

$$

$$

Portion of NationalShared

Portion of NationalShared$$



$$

Amounts determined by each province’s own cost-sharing formula.



Step 1. National passes on appropriate amounts to respective partner


Functions


Functions


Federal Government



Functions


Functions







Functions


Functions


Functions


Functions


Shared


Shared



$$

$$



Amounts determined by national

cost-sharing formula.

Note National amounts for municipalities within P/T jurisdiction passed on to P/T

2005 e-Gov Forum18

# 1 - Process Mapping

Process Mapping

Provide the information necessary to understand the solution requirement

Mapping is essential for understanding gaps, overlaps, and duplication

Mapping can yield immediate results for information services – As Is State

Mapping points the way for long-term alignment – To Be State

Provides the information necessary to get to Service Transformation

Tourism BC (BC)Ministry of Public Safety and Solicitor General (BC)

BC Safety Authority (Prov)Building Inspection Division (Kam)

Development & Engineering Services

(Kam)

Client

Apply for Business Licence

Process Business Licence Application

Apply for Building Permit

Apply for Plumbing Permit

Process Building Permit Application

Check Zoning Regulations

Gather Supporting Documentation

Gather Site Plans & Building Plans

Doing Construction?

[Yes]

[No]

Apply for Electrical Permit

Apply for Gas Permit

Apply for Earthworks Permit

Apply for Access Permit

Process Plumbing Permit

Process Electrical Permit

Process Gas Permit

Process Earthworks Permit

Process Access Permit

Serving Liquor?

Apply for Food Primary Liquor Licence

[Yes]

Process Food Primary Liquor Licence

Swimming Pool?

[No]

Apply for Swimming Pool Permit

[Yes]

Highway Sign?

Apply for Approved Accommodations Program Permit

[Yes]

[No]

Process Swimming Pool Permit

Process Approved Accommodations Program Permit

Apply for Plumbing Permit

Apply for Electrical Permit

Apply for Gas Permit

Process Plumbing Permit

Process Electrical Permit

Process Gas Permit

[No]

Bed and Breakfast Permits and LicensesBusiness/Service Process Points

2005 e-Gov Forum19

Government to Citizen Electronic Service Delivery and Strategies for Government Portals: BizPaL...

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