Taking Care of Business is a landmark study that explores Government-to-Business service delivery from the perspective of the business community.
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A collaborative effort of public-sector organizations from across Canada, Taking Care of Business is a landmark study that explores Government-to-Business service delivery from the perspective of the business community.
In recent years, governments across Canada have spent a significant amount of time improving service delivery to businesses. Information and services have been brought together making it less complicated to start a business, forms and processes have been made available electronically making it easier and less costly to access government services, and the vast array of regulations has been reviewed and rationalized lessening the burden on businesses while still protecting the public interest. Most impressively, these initiatives have often been accomplished in a collaborative manner across multiple levels of government through projects such as the network of Canada Business Service Centres.
While these initiatives have often been undertaken in consultation with the business community, the public sector has lacked an instrument through which it can hear directly from businesses about their experiences, expectations, and priorities for service improvement. What is the current level of service quality to businesses? What service channels are preferred by businesses when using government services? What are the drivers of service quality for businesses? How does government’s role as a regulator of business change the service relationship? Where should governments focus their service improvement initiatives?
Taking Care of Business represents the latest collaborative effort to improve service to the business community, giving public-sector service managers across Canada an actionable road map to service improvement.