Commission on the Reform of Ontario's Public Services

Chapter 11: Business Support
For example, a more user-friendly “one-window” portal would make it easier for firms,
communities and individuals to find and use information about all provincial economic
development programs, policies and services. It would feature standardized online
applications and a system for tracking a proposal as it goes through the approvals process.
Subject to confidentiality requirements, it could also allow for proponents to submit financial
statements and other information such as meeting project milestones. It should include a
help-desk function for anyone having difficulties using the system, although it is important that
an additional layer of bureaucracy not be created and that clients can be linked seamlessly
to specialized expertise in ministries, agencies and regional centres. More efficient,
streamlined and effective program delivery using the latest information technology will lead
to less duplication of effort, resulting in savings in time and money for both business clients
and the government. Local communities will also be better able to align their economic
development plans with provincial objectives and facilitate more collaborative,
community-based economic strategies.
Recommendation 11-13: Establish a more user-friendly, “one-window” portal where clients
can have seamless access to information about all business support and other economic
development programs provided by all ministries, and be able to make online transactions
such as applications, approvals, and financial and other types of reports.
In addition, a single, shared back-office would support all ministries in the delivery of their
business assistance programs to eliminate duplicated functions. The single back-office could
also include enhanced automation to help track spending and outcomes. Ministries would
retain lead responsibility for current clients, but centralize their contract administration and
payment processing in one branch. Provisions should be made to allow interfacing with federal
and municipal governments as needed. The net effect should be a faster, more nimble public
service that is better able to deliver business assistance programs for the needs of today’s
business community. A step towards this approach is the recent merging of two ministries into
one Ministry of Economic Development and Innovation, which should achieve efficiencies by
consolidating the processing of transfer payments.
Another vital element to this approach is ensuring that regulatory administrations and
processes are also supportive to businesses.
Recommendation 11-14: Establish a single, shared “back-office” support for all ministries in
the delivery of their business support programs, including contract administration, payment
processing, expenditure tracking, client contacts, project milestones and outcomes.
317