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 an apprentice.
imagine 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.
scenarios 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.
province 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.
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).
single 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 services.
consolidated 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.
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.
Dino Speziale, Manitoba Government, at (204) 945-6725 or Todd
Kalyniuk, IBM, at (204) 948-2942.
A. Speziale, is Executive Director, Better Systems Initiative,
Manitoba Government, Canada.