Services Improve in Antigonish

The doors to better and more convenient access to government services are now open for customers in Antigonish and eastern Nova Scotia. Access Nova Scotia, the province's newest one-stop shopping centre for government services, opened in late February at 20 St. Andrews St., Antigonish, and celebrated its official opening today.

The new centre provides a variety of government services, including: vehicle registration; driver licensing; photo identification; residential tenancies; debtor assistance; and government program information. Economic Development and Tourism, Sport and Recreation, Antigonish Regional Development Authority and Northern Opportunities for Business Ltd., will also provide services from the centre.

"We're responding to what Nova Scotians are telling us and that includes improvement of government services," said Robbie Harrison, Minister of Business and Consumer Services. "By offering the latest conveniences and co-locating services under one roof, Access Nova Scotia serves Nova Scotians with the highest level of service delivery that is setting precedents for governments across Canada."

Upon entry, a customer service representative greets customers and ensures they have the proper documents ready for their transactions. An electronic queuing system allows customers to be seated while they wait to be served. The centre also features public-access computer terminals that allow customers to perform some functions electronically, including access to the Internet.

With the creation of the Department of Business and Consumer Services in 1996 came a new way of looking at service delivery. In responding to customers' expectations, government became more focused on customer needs and on achieving greater customer satisfaction. Gone are the days of waiting in long lines and dealing with inconvenient hours of operation. Nova Scotians are expecting more from their government.

Access Nova Scotia centres, such as the one in Antigonish, are a response to these expectations. "We've changed our way of thinking," said Mr. Harrison. "Access Nova Scotia is more like a retail store-front meant to serve customers conveniently and efficiently. At Access, staff not only try to meet expectations, but exceed them."

The Department of Business and Consumer Services accounts for 1.7 million or 90 per cent of all transactions between Nova Scotians and the government. "Because we are the first point of contact for many people, we pride ourselves on being able to effectively answer their questions about government programs and services," said Marie Mullally, executive director of Service Delivery and Operations.

And if survey results are an indication, the department is meeting its goal of satisfying its customers. In a recent survey, more than 89 per cent of customers were satisfied or very satisfied with the service they received.

The creation of the Antigonish Access Nova Scotia centre is another step in fulfilling the Department of Business and Consumer Services' mandate of providing efficient and convenient services to Nova Scotians.