Service Clusters

Modernizing service delivery to citizens is a priority for today's governments.

Citizens want government programs to be focused on their needs. And both citizens and businesses have indicated a desire for improved access to government services through a "single window" or seamless service across levels of government and a variety of channels. At the same time, they expect access through mail, telephone and in-person service.

Governments at all levels are now responding to citizens' expectations by adopting a citizen-centred service agenda which organizes programs and services from a citizen's perspective. A "single window" approach, whereby citizens can access what they need in a manner convenient to them regardless of jurisdiction, is now favoured in contrast to the classic "stove pipe" approach based on the organizational and administrative needs of particular governments or departments.

An important part of achieving citizen-centred service goals is the development of service clustering strategies that are citizen-focused, include all channels, and involve multiple partners.

Service Clusters: A Definition

Service Clustering refers to the bringing together or joining-up of activities, resources, information products and/or deliverers resulting in improved access to citizens.

Service clustering:

• is based on citizen needs
• operates through a variety of channels
• is both dynamic and evergreen
• includes behind the scenes integration

The Many Dimensions of Service Clustering

Service clusters are created in order to make it easier for citizens to find and access the programs and services that they require. In an interdependent world, it can also be a tool for re-engineering government service delivery. Service clustering brings together services inside a government department, across departments, with other governments, and other sectors.

Service clustering can be built around one service delivery channel (e.g. the 1-800-O-Canada call centre that provides information on many government programs and services). Or, it can involve a number of channels, (e.g. Canada Business Service Centre's, that include walk-in centres as well as an interactive web site). Channels include: in person/walk-in centres; call centres (both IVR and in person); the Internet; mail; and kiosks.

Service clusters can be organised around specific demographic groups (e.g. seniors), subjects (e.g. the environment), life-events (e.g. finding a job), organisations (e.g. government departments), and policy priorities (e.g. business, youth).

Service clustering should go beyond the improving of access to include the integration behind the scenes of the delivery of a program or service.

A service cluster can involve any or all aspects of the continuum of service delivery, from providing information to completing a complex transaction.

Benefits of Service Clustering

To citizens:

• improved and easy access to government programs and services

To government:

• enhanced and consistent service delivery across multiple channels
• more responsive to citizen and business needs
• reduced duplication and improved efficiency
• re-engineering of service delivery

* This description is reproduced by the ICCS with permission of the Treasury Board of Canada Secretariat (TBS). Originally published at http://www.tbs-sct.gc.ca/si-si/asd-dmps/service/definition_e.htm and reproduced on February 7, 2002.

Conference Presentations

On December 6, 2000, a full day learning event, Improving Government Service Through Service Clustering, was held in Halifax, Nova Scotia, in conjunction with the bi-annual meeting of the Public Sector Service Delivery Council. The following are the materials from that conference.

Reports

Modernizing Service Delivery: Improving Government Service Through Service Clustering (2000) (70 K)
Alternative Service Delivery Division, Treasury Board of Canada Secretariat

Report on the Learning Event on Service Clusters (2001) (19 K)
Prepared by Alternative Service Delivery Division, Treasury Board of Canada Secretariat

Presentations

Improving Government Service through Service Clustering (1,769 K)
Toby Fyfe, Alternative Service Delivery
Service and Innovation, Treasury Board of Canada Secretariat

Manitoba Bilingual Single Window Initiative (17 K)
Laurent A. Bisson, Project Manager
Single Window Initiative, Government of Manitoba

AccessCanada for Seniors (434 K)
Brian Ferguson, Assistant Deputy Minister
Veterans Affairs Canada

Putting it All Together: Clustering Information and Services around Client Needs (1,890 K)
Peter Oberle, Manager, Electronic Clustering
Chief Information Officer's Branch, Treasury Board of Canada Secretariat

Integrated Service Delivery: Balancing Physical and Electronic Service (47 K)
Graham Poole, Executive Director
Service Nova Scotia and Municipal Relations

Government Online (891 K)
Gary Porter, Director, Alternative Program Delivery
Service Nova Scotia and Municipal Relations

Aboriginal Service Kiosk (1,286 K)
Larry Sanders, Communications Coordinator
Saskatchewan Council of Senior Federal Officials

e-Service / Point-of-Service Strategy (675 K)
Louis Shallal, Program Leader
Customer Relationship Management, City of Ottawa