Focus Area Information

Program and Service Delivery

The Ontario Public Service (OPS) is committed to service excellence in the delivery of all of its programs. The OPS strives to meet the needs of citizens in a cost-effective and efficient manner. In fact, Ontario is recognized both nationally and internationally for innovation in program and service delivery. With a vast range of program and service offerings across the province, the OPS continuously improves on the delivery of our programs and services for all Ontarians.

As a program and service delivery intern, you will have the opportunity to be part of a team focused on delivering better programs and quality services. Your work may include reviewing programs, researching service delivery models, analyzing current service delivery processes and recommending improvements, assisting in consulting program stakeholders on program improvements and supporting plans to ensure quality services and customer satisfaction.

Assignments will be located in regional and operational offices and will be especially appealing to those interested in applying a well-rounded approach to the development and implementation of program and service delivery initiatives in the OPS.

Program and Service Delivery applicants should pay particular attention to which ministries and offices are located in their preferred work location as this is a key consideration when matching successful applicants to their placements and will also determine the nature of work in the placement. Visit Info-Go to browse information on Government of Ontario offices by location. To search by city, click on the "Offices" tab and use the name of the city as the keyword.

Skills and Abilities

We are seeking candidates who possess knowledge and can demonstrate a variety of skills and abilities including:

  • Analytical skills: refers to the process of analyzing information for trends and relevant findings, drawing conclusions, making recommendations based on findings and communicating results
  • Communication skills: refers to effectively writing and orally presenting information in a clear, concise and accurate manner. Techniques such as active listening and attention to body language are used and correct spelling, grammar, punctuation and sentence structure support well thought-out ideas
  • Customer service skills: : involves anticipating and identifying client needs in order to provide better or more convenient services, while supporting the organization’s goals and objectives. Customers and clients may include the public, colleagues, partners, and peers
  • Business-planning skills: involves identifying key business objectives and goals for the organization, considering the variety of factors that impact the organization and establishing goals that account for those factors
  • Evaluation skills: involves determining the effectiveness of a service or program based on existing practices, systems, and/or policies
  • Flexibility: refers to the ability to adapt to and work effectively within a variety of situations and with various individuals or groups to achieve results
  • Problem-solving skills: refers to the ability to understand a situation by breaking it apart into smaller pieces, or tracing the implications step-by-step and working towards solutions
  • Process improvement: refers to the ability to identify and implement changes in work processes that can be expected to produce measurable enhancements
  • Relationship management: good relationships with clients through respect, ethics and trust in order to achieve organizational goals
  • Research skills: refers to the desire to know more about things, people or issues and may include "digging" for exact information, resolving discrepancies and environmental "scanning" for information that may be of future use
  • Teamwork skills: refers to working co-operatively and collaboratively within a team or workgroup, including contributing fully and actively to team activities and projects and client initiatives, to achieve group and organizational goals.

What to Expect

As a program and service delivery intern, your work could include:

  • Participating in development of standards, processes, methods, benchmark techniques and performance measures to ensure the efficient delivery of programs and services to stakeholders
  • Assisting in processes, risk assessments and program evaluation to develop options for program improvements
  • Reviewing the quality and accessibility of publicly-available program information and recommending improvements
  • Working in a team-based environment on project-planning and implementation activities related to research, needs assessments and service delivery
  • Conducting research and analysis, developing recommendations, preparing papers/reports to improve programs and their efficiency
  • Consulting stakeholders, such as program managers, ministry staff and/or other jurisdictions, to discuss how program and service functions, business practices and related processes can be improved while maintaining ongoing business relationships
  • Analyzing how well programs and services meet established operational goals and service standards
  • Assessing the impact of new or revised operational policies, systems, and procedures on program and service delivery using customer satisfaction surveys and process reviews
  • Preparing briefing materials, planning documents and reports to support ongoing programs and services.

Looking Ahead

This is just the beginning. An internship in program and service delivery is an opportunity for you to learn and develop and will prepare you for a wide range of career opportunities in the OPS.