Integrated Service: Yukon Blue Pages
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Integrated Service: Integrated Service: Yukon Blue Pages Yukon Blue Pages New Frontiers and Best Practices in Citizen-Centred Service November 14, 2001· Toronto, ON Presented by Presented by Siegfried Fuchsbichler Siegfried Fuchsbichler Assistant Deputy Assistant Deputy Minister Minister Government Services Government Services Government of Yukon Government of Yukon
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Integrated Service: Yukon Blue Pages. Presented by Siegfried Fuchsbichler Assistant Deputy Minister Government Services Government of Yukon. New Frontiers and Best Practices in Citizen-Centred Service November 14, 2001· Toronto, ON. Outline. A. Yukon Overview. B. Yukon Blue Pages. - PowerPoint PPT Presentation
Transcript of Integrated Service: Yukon Blue Pages
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
[email protected]@gov.yk.ca
Web sites:
http://www.gov.yk.ca
http://www.bluepages.gov.yk.ca
