Government of New Brunswick

Page 2
Case study
Government of New
Brunswick
Industry
Public Sector
“As leaders in performance excellence our government is continuously
looking for opportunities to improve productivity and drive down costs.
With the HPE Records Manager solution we have succeeded at both goals
and improved customer service at the same time.”
— Dany Couillard, executive director, Program Delivery Branch, Revenue and Taxation Division,
Government of New Brunswick Department of Finance
The 200 members of sta in the Department
of Finance manage the province’s public
finances. The services they deliver – from
tax refund programs to a low income credit
program – are crucial to citizens across the
province, while revenue collection – including
property tax and consumer taxes – is crucial
to the province’s economy.
Labor-intensive processes make for
ineicient service delivery
The department’s programs are very popular
with its citizens, but time-consuming to
manage. Traditionally it used labor-intensive
paper-based processes to store, manage
and access information. A decentralized
environment had led to inconsistencies
and duplication.
Pat Burns, manager in the Information
Management and Technology Branch of the
Department of Finance, reveals: “Similar fields
were named dierently across forms and
there was a myriad of ideas about how these
should be managed. Pending, closed and
denied applications were arranged by status
rather than applicant, the method of filing was
not consistent, and more rigor was required.”
The department was struggling to deliver
on its commitment to provide courteous,
eective and eicient services to its citizens.
Not only was finding the right information
labor-intensive, worse still, customer service
levels were severely impacted with workers
not able to find information quickly when
answering calls.
With a new rebate program planned, the
Department of Finance recognized it needed
to act. “The new rebate program had a
long-term storage requirement for retention,”
explains Burns. “It was going to require a
significant amount of shelf-space and
eort to manage it using our paper-based
processes and there was a significant amount
of money at risk if we didn’t have the
correct information.”
Solution
The best product delivered on time and
within budget
The department examined a number of
enterprise-class solutions during their search
for a product for managing their information,
including Hewlett Packard Enterprise.
Vendors were told the department wanted
a good solid product that was not going to
complicate lives. “We are accountable to our
citizens. We have to make technology work for
us, to improve our eiciency,” Burns notes.
“So we wanted a product that could be
configured in such a way that was very
straightforward for the user and easy to
write procedures around.”
The Information Management and
Technology Branch knew HPE Records
Manager was reliable and would be relatively
simple to implement. The team was already
familiar with the product, having previously
implemented a system for the Executive
Council Oice.