Way Forward Commitment:
Our government is committed to reducing manual, paper-based and other less efficient internal processes and improving the experience and satisfaction of Newfoundlanders and Labradorians as clients of provincial government services. By 2022, our government will increase the number of services delivered online by 50 per cent. Currently our government offers 43 programs online, which is an increase of ten programs since The Way Forward was launched in November 2016.
Our government has prepared a Digital by Design roadmap identifying six initial areas of service delivery for redesign. Over the next five years, we will invest in the implementation of this new approach to service delivery in order to meet the evolving needs of our clients, create greater efficiencies in how we do business, provide better services and contribute to better outcomes for all Newfoundlanders and Labradorians. Our vision for this initiative is One Client. One GovNL. One Relationship.
The six areas of focus are:
- One GovNL Website: Redesign the www.gov.nl.ca website to make it easier to use, search and understand.
- Smart Applications: Simplify application processes for government services for a more streamlined and personalized client experience.
- Alerts and Notifications: Send status and informational alerts and notifications to clients to keep them better informed.
- My GovNL Digital ID: Provide clients with a single user name and password to use in every digital interaction with the GovNL.
- My GovNL Dashboard: Create a space on the One GovNL website where clients can view a history of their interactions with the GovNL.
- My GovNL Profile: Create a space on the One GovNL website where clients can view and manage their information and preferences across the GovNL.
In 2018-19, our government will focus human resources and financial supports to implement the first year of this Digital by Design roadmap.
What We’ve Accomplished:
- On April 24, 2018, the Provincial Government released a five-year plan to enhance government services for residents and businesses by making services “digital-by-design”.
- To date, government has increased the number of online services by 10, which is 31 per cent of the committed 50 per cent increase. For example:
- Motor Registration Division (MRD) in Mount Pearl is now offering enhanced services for clients. Clients are now able to book appointments online in advance for in-person service. Clients who arrive without an appointment can opt to receive a text message alert, allowing them to attend to other tasks and return for service when they receive a text telling them their turn is near. These new services build on a number of recent improvements such as online driver’s licence renewals, and 10 year driver’s licence photo validity. These improvements enhance customer flow at the MRD Mount Pearl location, reducing wait times for all clients.
- A new driver’s licences and Photo ID system went live in December 2017. This system will help protect Newfoundlanders and Labradorians against identity theft, fraud and forgery.
- In June 2018, MRD launched a pilot project to encourage clients to avail of eServices and take advantage of online discounts. This new service option will reduce customer wait times and improve efficiency.
- In March 2019, the Provincial Government launched the MyGovNL pilot project for MRD. This is the first publicly available digital service under the five-year plan, and will allow users to manage their licence and vehicle renewals in one combined online platform, replacing several separate online functions. Starting on March 28 approximately 5,000 motorists were invited to take place in the pilot project, and starting in May 2019 an additional approximate 10,000 motorists will be invited to participate each month.
- Diverting clients from regular counter services has an immediate impact on wait-times; this pilot project was successful in diverting 60 to 100 clients daily to online completion of their services.
- In July 2019, the Provincial Government launched MyApplications, an online process for not-for-profit and charitable organizations to more easily apply for a lottery licence. Each year, the Provincial Government receives more than 3,600 ticket lottery requests for fundraising initiatives. The new online application provides step-by-step instructions and lets applicants track the status of their application and allows licence holders to submit their financial reports. The system replaces time-consuming paper applications, reducing the time needed for each application to approximately 15 to 20 minutes. As the Digital Government strategy progresses further smart applications will be added to replace numerous paper applications across government.