Mr. Speaker, many of our residents want to access more government services “on line,” rather than standing “in line.”
We are looking at ways to improve service delivery. In 2013 we approved the Service Innovation Strategy, a government-wide strategy to improve the delivery of programs and services by leveraging technology and by taking a more coordinated approach to service delivery.
I share this Assembly’s goal of efficient and effective government. It is time to move into the 21st century. It is time to focus on on-line services to complement the services we provide in person and by phone. We have to make it easier for residents and businesses to find the services they need.
The office of the chief information officer is working with all departments to provide a consistent approach. Already,
the departments of Justice and
Transportation have introduced new on-line services that securely manage on-line payments and client information.
We are committed to continuing to create and deliver services in a citizen-focused manner. We have already heard from the business community, and this year we will ask the public about their priorities for on-line services. We want to hear how satisfied they are with the services they receive from government.
We will also continue to foster a culture of service excellence within the Government of the Northwest Territories.
For instance, in December we delivered a pilot training program for front-line service professionals and plan to follow up on this training in 2014 with additional training for both front-line service professionals and management responsible for service delivery. Seven departments sent 30 very
engaged GNWT employees from across the NWT. Feedback has been very positive and consensus from participants was that their customer service skills have improved as a result of taking this training. This year we hope to offer regional training as well as more training in Yellowknife.
A service excellence training program is also in development. It builds on the introductory course and lays out a path to certification as a certified service professional or certified service manager. Based on the levels of interest shown in the course in December, we have already received feedback that more people would like to attend.
Our new service directory website launched in December, with information on over 375 government services, in one easy-to-search location.
It connects people, information and services, reducing red tape and making it easier to access information and services more quickly.
This government has had great success providing
in-person service through department
service centres, government service officers in rural and remote communities, and through offices like Services TNO here in Yellowknife. With the service directory, residents don’t need to know which department, division or location offers a service, they can simply go on-line to find the information they need.
You can also expect to begin seeing improvements to the GNWT’s website in the coming year. We are improving the design and making information and services more easily accessible.
Mr. Speaker, important initiatives like those outlined in our Service Innovation Strategy will improve the way we deliver programs and services and serve the people of the Northwest Territories. Thank you, Mr. Speaker.
