Manitoba Government: A New
Vision for Service Delivery
Dino A. Speziale
you're a businessperson sitting in your den at midnight with a brilliant
idea to start a new venture. Instead of waiting until morning to
make a dozen phone calls to find out how to start your own business,
you log onto your home computer and locate the Manitoba government's
web site. Half an hour later, you've registered your business name;
received a retail tax number; checked out liens against the building
you're thinking of buying; applied for a government small business
grant; and notified the employment centre that you're looking for
you're a single parent working a shift job. You want to improve
your family's quality of life and you want more time with your children.
You go to the mall on your dinner break and locate a government
services kiosk. You log on using appropriate security; get a skills
analysis by coding in your qualifications; and discover there are
a couple of good jobs you could get if you just had a 6-month upgrading
course. By the time you head back to the office, you have registered
for the course; applied for a student loan; and have your children
registered in a new day-care.
represent the vision of the Manitoba government's Better Systems
Initiative (BSI). And while the legislation and technology they
require is not yet in place, it is the intent of the provincial
government to move towards establishing these capabilities.
published Framework for Economic Growth: Policy Directions for
Manitoba in 1993 as a map for government into the year 2000
and beyond. It identified the "continual improvement in the quality
of life of all Manitobans" as its main goal, and "sustained economic
development" as the means to achieve this goal. To achieve this,
Manitoba has to provide an environment that is responsive to the
needs of business and the public. It also has to have the technological
systems in place to allow both the public and private sectors to
compete in a global economy. Through BSI, and several other inter-dependant
government redesign projects, the province hopes to become a world
leader in public service delivery.
BSI vision is: to provide access to government services when
you need it, where you need it and how you need it. The Manitoba
Government has engaged International Business Machines to assist
with transforming the delivery of key services to its citizens and
clients by implementing this vision.
calls for the creation of a single window to government through
which all businesses and citizens of Manitoba will transact their
affairs with government. The vision is to make access available
at any time from a broad range of electronic communications devices
(such as telephones, personal computers and interactive TV).
window view of government will provide citizens with convenient
access to logical groupings of government products and services.
It will also promote increased equality of access to government
view of citizens will allow the government to improve customer
satisfaction and automate many routine tasks. It will result in
a reduction in the cost of delivering services and allow government
to contribute to the information highway infrastructure. It can
also increase Manitoba's ability to generate products and services
that compete effectively in the global economy.
To enable this
vision, Manitoba is developing a common technology infrastructure
that it can ultimately apply across all government departments.
This foundation of underlying technology will further allow Manitoba
to expand the range and depth of services that it provides in the
future. Through the Better Systems Initiative, Manitoba will provide
world class service delivery levels to anyone in the world.
Speziale, Manitoba Government, at (204) 945-6725 or Todd Kalyniuk,
IBM, at (204) 948-2942.
A. Speziale, is Executive Director, Better Systems Initiative, Manitoba