Joint Service Delivery

Over the past two decades, governments and public service organizations have been responding to rapid changes in the economy, internet-based communications and commerce and consequent changes in citizens’ expectations for faster and more responsive service delivery. A central part of this response has seen the evolution of “joined-up”, integrated or merged approaches to policy development and service delivery. In many countries this has involved working horizontally across both departmental and jurisdictional boundaries.

This program, which began in 2010, was developed at the request of the Canadian Privy Council Office. It focuses on comparative progress in federal jurisdictions in advancing integrated front counter and web-based service delivery, with an emphasis on where progress has been accelerated and why, especially where this has involved cross jurisdictional collaboration; and the experience of those same jurisdictions in developing innovations in merged health, social, children’s and/or justice services, with an emphasis on concrete experience and the identification of critical success factors. The program looks at both horizontal as well as vertical integrated service delivery.

Tony Dean, former secretary of the Cabinet in Ontario, and Marie Boutilier of the University of Toronto prepared a report covering recent innovations and current discussions in Canada, Australia, Germany and the United Kingdom. The report was presented and discussed at a one-day roundtable on “Joint Service Delivery in Canada and other Federations” in Ottawa held on October 21, 2011. It has been posted online and is currently being prepared for publication as a Forum report.

In response to interest from the government of Nova Scotia, the Forum is planning to organize a roundtable in Atlantic Canada to explore options for joint service delivery among the provinces in that region.

For further inquiries please contact Diana Chebenova at