Service Transformation

Both a means to an end and a goal in itself, service transformation is about changing the way we do business: first, to use innovation to become more productive; second, through improved service and better internal management, to increase job satisfaction and improve work/life balance; third, through cost reduction, to free more resources to pursue emerging policy priorities.

Dispatching the tired old ‘do more with less’ that politicians used to beat public servants over the head with, service transformation is about public sector executives pushing forward to provide better service, achieve their organization's mission, while driving down costs through increased productivity.

May 2007 It's a Mindset by Paul Crookall Bob Stark and david Hallett on Ontario's service approach

March 2007 Corporate Memory Loss by Ruth Cardinal The "memory stick" treatment

December 2006 Making the Grade by Joanna Baker and Andre Leclair The Service Canada College

October 2006 Seamless Service by Paul Crookall CIO Ron McKerlie on managing IT

October 2006 IT Shared Services by Paul Hession Advancing the IQTT concept

October 2006 Enterprise Transition by David Zussman Moving to shared services

May 2006 Strategic Priorities by Paul Crookall Federal CIO Jim Alexander

May 2006 Marketing public services An interview with Philip Kotler

March 2006 Opportunities Missed by Anne Golden Canada losing ground on economy and innovation

February 2006 Sparking Innovation by Mark Vickers Fanning the flames for innovative sparks

February 2006 Social Capital by Jean-Pierre Voyer A tool for public policy

December 2005 Citizens, Not Customers by Jim Hutton Customer focus neglects citizen responsibilities

October 2005 Service Transformation: Removing the Wizard of Oz by Chris Thatcher An interview with Peter Shea, Newfoundland CIO

October 2005 Modernizing Government: The e-Ontario Strategy by Heather Hudson

October 2005 Accountability and Leadership in IT by Paul Crookall An interview with Denis Desautels

August 2005 Global Reach by Chris Thatcher Technological shift in the classroom

July 2005 Networked Governance by William Eggers Changing the shape of government

June 2005 e-Government Not Yet Seamless by Chris Thatcher Accenture's international survey

April 2005 Interoperability and e-Government by Raphael Sussman

April 2005 From Supply to Demand by Alex Langshur and Scott Proudfoot Shifting the focus of government online

October 2004 Government Online to Service Transformation by Paul Crookall Interviews with Helen McDonald and Elise Boisjoly

October 2004 Ontario's Strategy by Rose Langhout and Heather Hudson Knowledge is power, sharing knowledge is even more powerful

October 2004 E-Government by Al Shaver If we build it, will they use it?

October 2004 Taking Care of Business by Charles Vincent and Patrick Zhu Landmark study suggests how governments can improve the quality of services to business

August 2004 Building on Strength by Denise Amyot and Fraser Likely Transforming communication in the federal government