Transforming service to Canadians: the service Canada model
By: Flumian, Maryantonett.
Contributor(s): Kernaghan, Kenneth | Coe, Amanda.
Material type:
ArticlePublisher: 2007Description: p.557-68.Subject(s): Administrative reform - Canada | Public administration - Canada | Public administration
In:
International Review of Administrative SciencesSummary: Over the past decade, the pursuit of citizen-centred service, combined with rapid advances in information and communication technologies, has stimulated innovative approaches to the organizational design of governments' service delivery systems. Service delivery organizations in Canada and elsewhere have taken a variety of organizational forms, thereby providing a range of models for adoption or adaptation. Service Canada offers Canadians a new model for the delivery of government services. It is a one-stop, multi-channel and multi-jurisdictional initiative that is dedicated to delivering seamless citizen-centred service. It brings together a wide range of government programmes and services from across federal departments and other levels of government to provide citizens with integrated, easy-to-access, personalized service. This article assesses the possibilities that the Service Canada model presents for service transformation through integrated service delivery (ISD) and discusses political structural, operational, managerial and cultural barriers to its implementation. - Reproduced.
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Articles
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Indian Institute of Public Administration | Volume no: 73, Issue no: 4 | Available | AR77893 |
Over the past decade, the pursuit of citizen-centred service, combined with rapid advances in information and communication technologies, has stimulated innovative approaches to the organizational design of governments' service delivery systems. Service delivery organizations in Canada and elsewhere have taken a variety of organizational forms, thereby providing a range of models for adoption or adaptation. Service Canada offers Canadians a new model for the delivery of government services. It is a one-stop, multi-channel and multi-jurisdictional initiative that is dedicated to delivering seamless citizen-centred service. It brings together a wide range of government programmes and services from across federal departments and other levels of government to provide citizens with integrated, easy-to-access, personalized service. This article assesses the possibilities that the Service Canada model presents for service transformation through integrated service delivery (ISD) and discusses political structural, operational, managerial and cultural barriers to its implementation. - Reproduced.
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