The Governance of Integrated Service Delivery in Canada: An Examination of Service Canada's New Business Model

The Governance of Integrated Service Delivery in Canada: An Examination of Service Canada's New Business Model

Jeffrey Roy (Dalhousie University, Canada)
DOI: 10.4018/978-1-60566-240-4.ch010
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Abstract

The emergence of the Internet has given rise to internal connectivity and external, online delivery as centrepieces of both the public and private sector service strategies alike. The purpose of this chapter is to provide a critical assessment of both the Canadian federal government’s experience to date and the prospects of success for Service Canada – the new lead entity for citizen-centred service delivery in a multi-channel environment. Our primary interest lies in better understanding the organizational (managerially and politically) dimensions to this transformation and the extent to which these dimensions are well aligned in a suitable governance framework that encompasses shifting patterns of service delivery at both the federal level, and for the Canadian public sector as a whole. The Service Canada experience to date illustrates the governance complexities surrounding the introduction and pursuit of e-services and more integrated service delivery. More than a technological challenge, the realization of a new business model is the primary challenge in succeeding.
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Electronic Service Delivery And The New Governance Imperative1

A useful point of departure is to conceptually define e-government as - the continuous innovation in the delivery of services, citizen participation, and governance through the transformation of external and internal relationships by the use of information technology, especially the Internet.2Within this wide lens three images of e-government – in terms of the underlying objectives, have been well summarized by Remmen (2004) in the following manner: i) efficiency - cost reductions; ii) public service - better quality, easier access (i.e. 24/7), new services; and iii) democracy - participation and interactive dialogue. Since for most public sector leaders the initial impetus for thinking about online dimensions to government operations came from the ‘service’ dimension, this chapter situates the nature of e-government’s evolution primarily within and between the first two of these images – efficiency and public service reform. Nonetheless, the relevance of democracy remains as key contextual dimension of any public sector restructuring.

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Editorial Advisory Board
Table of Contents
Foreword
J. Satyanarayana
Preface
Susheel Chhabra, Muneesh Kumar
Acknowledgment
Susheel Chhabra, Muneesh Kumar
Chapter 1
Hai Thi Thanh Nguyen, Toshio Obi
The incorporation of e-business models into e-government applications is an additional approach in building the citizen-centric strategy. The value... Sample PDF
Government Transformation: The First Step to Integrate E-Business into E-Government
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Chapter 2
Vasiliki Moumtzi, Marios Chatzidimitriou, Adamantios Koumpis
Work reported in this chapter relates with work carried out in the context of the European IST Project SemanticGov (www.semantic-gov.org). The... Sample PDF
Collaborative E-Gov Networks: The Case of the Semantic-Gov Project
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Chapter 3
S. Siddharth, Rajat K. Baisya, Gupta
This case study examines the growth of e-governance in financial treasuries in India and examines the growth of computerization among treasuries... Sample PDF
Treasury Computerization in India: A Case Study
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Chapter 4
Petter Gottschalk, Hans Solli-Sæther
Improved interoperability between public organizations as well as between public and private organizations is of critical importance to make... Sample PDF
Interoperability in E-Government: Stages of Growth
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Chapter 5
Tagelsir Mohamed Gasmelseid
The adoption of e-government projects is growing both in scale and context across the world. While the implementation of such projects is increasing... Sample PDF
Towards an Organizationally Enabled E-Government Enterprise Architecture
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Chapter 6
Tuyen Thanh Nguyen, Donald Elkin Schauder
This chapter explores preconditions for the successful development of e-government in Vietnam, particularly the readiness of the population to... Sample PDF
Understanding Citizens' E-Readiness as a Precondition to Building a Responsive E-Government: A Case Study of Vietnam1
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Chapter 7
Kalpana Chauhan, K. B.C. Saxena
Customer Relationship Management (CRM), primarily a concept of the private sector for its multi-benefit approach, is catching up fast in public... Sample PDF
CRM in E-Government: Issues and Challenges
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Chapter 8
Susana Berenice Vidrio Barón
Human Computer Interaction is a relatively new field. It has borrowed theories, techniques, and tools from such diverse disciplines such as computer... Sample PDF
Human-Computer Interaction: National Culture and Electronic Government Website Usability
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Chapter 9
Shefali Nandan
Successful implementation of e-government programs, policies, and effective service delivery to citizens is faced with many obstacles related to... Sample PDF
E-Government: Good Deliverance through Effective Performance Management
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Chapter 10
Jeffrey Roy
The emergence of the Internet has given rise to internal connectivity and external, online delivery as centrepieces of both the public and private... Sample PDF
The Governance of Integrated Service Delivery in Canada: An Examination of Service Canada's New Business Model
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Chapter 11
Sangeeta Sharma
The changing economic scenario is redefining the socio-cultural dynamics. The notional domains of conventional concepts are changing and therefore... Sample PDF
Breaking Mind Inertia for Humane Business through E-Governance
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Chapter 12
Peter Demediuk, Rolf Solli
Modern society will only reach its potential when citizens individually and collectively are able to use their knowledge and capabilities to shape... Sample PDF
E-Participation in Local Government Decision Making: Swedish and Australian Case Studies
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Chapter 13
Pauline Ratnasingam
E-government has gained a lot of attention and public interests of government, technology providers, and researchers. Despite the growing awareness... Sample PDF
The Role of Knowledge Management Security Requirements for E-Government
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Chapter 14
Sanjay Nayyar, Vinayshil Gautam, M. P. Gupta
The railroads sector in the developing countries like the other services sectors (i.e. electricity, post, and telegraphs, health, and transport) are... Sample PDF
A Study of Information Systems in Indian Railways with Specific Reference to Konkan Railway Application Package
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Chapter 15
Daniel Serrano, Antonio Maña, Gimena Pujol, David Donnan, Joseph Latanicki
University of Málaga, Spain; University of Málaga, Spain; University of Málaga, Spain; Thales Services – Theresis, France; Thales Services –... Sample PDF
Security Aware Development of E-Government Systems
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