Modernizing Service: One Stop Citizen Centred Models

A business model describes how an organization creates value, or fulfills its stated mandate, and how it structures relationships to other entities and partners. Traditional government departments or ministries have used a “programmatic” business model, which organizes benefits and services for citizens and organizations into programs.

The traditional programmatic model of government provided service to citizens through numerous departments, each with their own set of programs and service delivery, aligned to their mandates. This has been confusing for people seeking service. They have had to connect with the right department or program before applying for a benefit or accessing a service. Many have experienced the frustration of making multiple calls or inquiries before they get to what they need or talk to someone who can help. They have also provided the same information to government over and over again.

This doesn’t work for Canadians anymore. They want connected and high quality government services. They expect government to stay in step with the service improvements they experience in the private sector. And their level of service satisfaction appears to have a strong influence on their trust and confidence in government. (Citizen First National Surveys). [1]

The Citizen-Centered Business model is changing how governments serve Canadians by putting the citizen at the heart of the service design and delivery, and providing the quality of service that Canadians want and expect through one-stop, easy-to-access, and personalized service. The citizen-centered business model signals a change in how government works, with more separation between the policy and service delivery functions and clearer accountability for each. It allows government to focus on what people need and achieving better outcomes for Citizens.

Through a Citizen-Centered focus, governments can provide consistent levels of service across programs and delivery channels, increased flexibility and capacity for the introduction of new programs and services, and between coordination and rationalization of investments in service delivery infrastructure. The implementation of the Citizen-Centered Business Model marks the beginning of cultural transformation in public service. 

To learn more about the IOG's research and/or draw on our expertise in this area, please contact us.