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| Client: | Veteran’s Affairs Canada, Government of Canada |
| Projects: | In July 2003, Veterans Affairs Canada, Canada Revenue Agency and Social Development Canada along with the Ontario Ministry of Consumer and Business Services agreed to use a business transformation architecture methodology (BTEP) and a standard government reference model (GSRM) and conduct a series of cross-jurisdictional workshops to identify service transformation opportunities involving three levels of government to better improve the life of Canadian seniors. |
| Result: | Definition and stakeholder agreement to three multi-jurisdictional opportunities to improve the quality of life for Canadian seniors. Increased understanding of senior’s service delivery environment across jurisdictions. |
Overcoming the Impediments to Success
Since late 2002, executives in federal government departments have been developing Service Vision frameworks – for Canadians, Non Canadians and for Business. These frameworks have identified guiding principles, drivers for change, a service maturity model, a need for client and service segmentation models, and directions for the future service for Canadians.
VAC and its partners have been working collaboratively to explore service transformation opportunities for seniors, their families, caregivers and supporting service agencies since the summer of 2000. A key challenge has been the current fragmentation and lack of coordination of senior’s service delivery across jurisdictions. Given no central registry of services or common language, it is unclear what services are delivered to senior’s and why.
Applying the GSRM to Create a Common Senior’s Service Language
The use of the BTEP methodology and the common language and business models of the GSRM framework was effective in allowing stakeholders from 4 levels of government jurisdictions to;
- Develop and gain consensus on a shared vision for seniors
- Develop a common understanding of the broader senior’s service delivery environment across jurisdictions and their linkages (203 services to seniors were identified)
- Analyze opportunities and gain consensus on 3 key multi-jurisdictional transformation opportunities
A key challenge is this project was newness of the GSRM and overall lack of awareness and familiarity with its use between stakeholders.
To overcome this challenge Chartwell:
- Developed presentation materials to illustrate key concepts
- Supported workshop participants with additional coaching between workshops
Results to the Participants:
The results were very positive. The workshop participants felt that they left the workshops with a clearer shared perspective of the overall senior’s landscape – the challenges and problems, the vision and opportunities etc., and felt that they were more equipped to contribute to meaningful change.
Testimonial
“The proponent’s were applying their considerable expertise in service transformation using service architecture tools to a methodology under development by the Government of Canada…their willingness to share their knowledge and expertise to assist in the refinement of the Government of Canada BTEP tool was impressive.”
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- Joanne Harrington, Project Director, Seniors Cluster |
