A new report by Deloitte released today urges provincial governments to accelerate their plans for reform, if citizen expectations are to be met.
The report highlights the significant role of provincial governments in delivering the services that Canadians value most: health care, education, environmental protection, infrastructure, public safety and security. Unfortunately, rising citizen expectations, combined with mounting pressures from demographic, global and domestic trends are pointing to a widening performance gap. Yet, this does not have to be the case. The need to address these challenges can present opportunities to rethink old ways and embrace change.
“It’s no secret that the provinces face significant challenges in delivering these important services in the future,” says Paul Macmillan, national public sector leader of Deloitte. “Health care costs are growing faster than the economy. Across the country, work force attrition is outpacing labour market growth and resources are increasingly constrained. The good news is that with challenges come opportunities and the Provinces are uniquely positioned to initiate and drive change, which will result in significant long-term benefits.
“Studies, such as the one by the Institute for Citizen-Centred Services, Citizen First 4, continue to show that 75% of Canadians expect government to provide higher levels of service than the private sector,” Macmillan continues. “As a result, the gaps between what citizens expect and what governments can deliver are growing.”
Drawing on consultations with senior provincial leaders and a related research project by Deloitte’s Global Research arm, the report presents strategies for reform, showcases examples where alternatives are starting to take hold and provides action steps for accelerating the pace of change. Provinces in Transition: Tackling Canada’s Toughest Policy and Management Challenges sets out strategies governments can use as they transition into the 21st century.
The report shows that provinces must search out new ways of conducting business for every aspect of government – from service delivery practices, to organizational structures and financial management capabilities. While acknowledging the complexity of the task, the report concludes that provinces willing to embrace change will reap significant long-term advantages, including:
- addressing the health care funding crisis;
- improving citizen interactions;
- attracting new talent;
- maturing financial management to improve transparency and control;
- investing in higher education and skills development’
- renewing public infrastructure; and
- improving emergency response.
The report recognizes several programs already underway to address these issues. For example, Nova Scotia’s health department is working with nine District Health Authorities and the Izaak Walton Killam Health Centre to standardize administrative systems in finance, procurement, inventory, HR and payroll. Besides improving the delivery of administrative services, the project provides more accurate and timely access to patient information.
Another example cited is ServiceOntario, which the report says offers a prime example of how government efficiencies are being pursued through integrated services across different levels of government. At the Government Service Centre in Ottawa, citizens can access more than 120 federal, provincial and municipal services, ranging from applying for a social insurance number or a health card, registering a business or a birth, obtaining a building permit or a fishing licence, purchasing bus tickets or renewing a vehicle licence plate.