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Best practices in administrative service design and delivery – lessons from Canada

Admin 12/12/2016 419 Site News


Reform-minded government officials from the Ministry of Economic Development and Trade (MEDT); other national, regional and civic and non-government representatives as well as managers from Ukraine’s Administrative Services Office made up the 14-member delegation that recently returned from a 14-day working mission to Canada. While in Canada, these reformers met with Canada’s premier government services delivery portals including Service Canada, Service Ontario and the City of Toronto to learn about best practices in government service design and delivery. The mission covered three main areas: (i) back office operations including IT architecture, data management and convergence; (ii) front office operations such as access, service provision, physical and virtual service windows/portals; and (iii) service governance and management such as service policies, planning, standards and metrics. A key takeaway; and front and centre to the principles of Canada’s administrative services strategy; is that the citizen (the client) is the focal point upon which all other aspects of the service are decided. The delegates had the opportunity to learn first hand, from their Canadian counterparts about the challenges and opportunities of pursuing a “citizen-centric” model of service delivery. The overall objective of the mission was to provide key, working level reformers with some conceptual and practical next steps to addressing the mammoth task of overhauling, consolidating and refining the over 168,000 administrative services currently being provided. The mission was organized by the Canadian-funded EDGE Project at the request of Ukraine`s Ministry of Economic Development and Trade (MEDT). The mission was co-financed by EDGE and the Western NIS Enterprise Fund.

Ukrainian Administrative Services Reform study tour delegation with EDGE personnel
Visiting the Ukrainian Embassy in Ottawa - Ukrainian Administrative Services Reform study tour delegation with EDGE personnel
Visiting Canada’s parliament in Ottawa - Ukrainian Administrative Services Reform study tour delegation with EDGE personnel
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