Government of Canada Gouvernement du Canada

Service Transformation throughService Transformation throughGovernment On-LineGovernment On-Line

Helen McDonaldHelen McDonald

Director General, Office of the Chief Information OfficerDirector General, Office of the Chief Information Officer

Treasury Board SecretariatTreasury Board Secretariat

Government of CanadaGovernment of Canada

Presentation to e-Governance Task Force

“Leadership for e-Government Transformation”

June 6, 2001

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Towards a GOL vision

Using information and communication technology to

enhance Canadians’ access to

improved citizen-centred, integrated information and services,

anytime, anywhere and in the official language of their choice

Core assumptions:

GOL is a service improvement initiative 2004 is a step along the way to achieving the vision Guiding principles useful to frame decisions and to define 2004

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GOL Guiding Principles - Benefits to Canadians

For Canadians, GoC electronic services must be:

Accessible to all

Of direct benefit: easy to use, organised to meet Canadians’ priorities (citizen-centric), save time/effort/cost, improve quality and level of service; increase the range of service offerings

Private and secure, generate trust and respond to citizen demands

Shaped by Canadians’ input and constant feedback

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GOL Guiding Principles - Consequences for Government

To achieve benefits to citizens, the GOL initiative must be:

Co-ordinated: to achieve progress across federal government (common infrastructure, policies, etc.)

Collaborative: across departments and jurisdictions, involving the private and not-for-profit sectors

Cost neutral across service delivery channels: increase use of self-service channels for routine transactions

Transformative: move towards service re-engineering and integration, over time, where it makes sense

Innovative: use proven technologies and private sector partnerships

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Implementing GOL: Five key components

On-line delivery of key client services (more than 200 identified)

Shared infrastructure to support interoperability, service integration, cross-channel management & integration, and reduce overall costs

Policy frameworks and standards that promote citizen trust, ease of use, and accessibility

Service improvement, measurement, communications, user feedback

An HR strategy to ensure the right skills for electronic and other service delivery

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Electronic Service Delivery: Setting Priorities

But simply putting 200 key services on-line won’t necessary meet the

test of client-centricity.

May not capture efficiencies possible.

Three approaches considered to determine the nature and sequence

of electronic service delivery:

departments set their own priorities

gateways and clusters play a role

corporate identification of opportunities

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How should information & services be clustered?

Life Event? Client Group? Subject?

Canadians said organize by

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Clustering...

BusinessCanadians Non-Canadians

SubjectClusters

Start-up

Financing

Taxation

Regulations

HR

Others

Jobs

Health

Taxes

Youth

Seniors

Others

Going to Canada

Canada &the World

Doing business with Canada

Others

Government of Canada Portal (www.canada.gc.ca)Government of Canada Portal (www.canada.gc.ca)

…according to priorities of three client groups

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Strategic investments in GOL

$280 million over 2 years:

Up to $130 million to accelerate service integration and transformation

Up to $135 million to build the infrastructure for secure on-line services

secure channel, public key infrastructure, directories

Up to $15 million to continue to build the policy framework

privacy, security, information management, procurement and risk management

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GOL Pathfinder Projects...

For Canadians:Employment insuranceTax filing - NetfilePassport applicationsIntegrated jobs web siteFront end to Grants & Contributions

For Canadian businesses:Record of employmentBusiness registration, tax returns, tax payments, access to

business accountsElectronic procurement

For Non-Canadians:Status of citizenship applications

… approved in Fall 2000

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We are on the right track, but need to maintain momentum…

Canada no. 1 among 22 nations (Accenture)

largely a reflection of “sophisticated customer relationship management techniques, intentions-based design and a single point of entry to information”

Citizen-centered approach is key factor with gateways and subject clusters at core of the re-designed Canada website at www.canada.gc.ca

Achieving the goal requires collaboration across departments and across jurisdictions -- on service integration and cross-channel management

… to meet the 2004 goal… to meet the 2004 goal

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For more information

Government of Canada site:

www.canada.gc.ca

www.canada.gc.ca/canadians-canadiens/indiv_e.html

www.businessgateway.ca

www.canadainternational.gc.ca

Government On-Line (information on targets and pathfinders):

www.gol-ged.gc.ca

Chief Information Officer (information on key enablers for GOL):

www.cio-dpi.gc.ca