Transcript Government On-Line

Government of Canada
Gouvernement du Canada
Government On-Line
Chief Information Office
Treasury Board of Canada Secretariat
September 2001
Government of Canada
Gouvernement du Canada
Governments are investing to get on-line...
 Strengthening their relationships with citizens:
 improve services (access, quality, responsiveness)
 facilitate participation in policy making
 enhance accountability and transparency
 Strengthening their economies:
 reduce cost and burden of transacting with
government
 encourage innovation
 provide enabling policy environment
 Renewing their public administrations:
 innovate to update internal processes
 renew the work force
…to remain relevant and responsive
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Government of Canada
Gouvernement du Canada
Government Services in Canada -- an overview
 The Government of Canada is a large and complex organization
 126 federal departments and agencies responsible for over
1,600 programs and services
 All levels provide services that touch the lives of Canadians on a
daily basis, for example
 Federal -- Income Security, Business Services, Passports
 Provincial -- Health, Education, Permits (driver’s licence, hunting
& fishing)
 Municipal -- Water, Utilities, Libraries, Community Services
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Government of Canada
Gouvernement du Canada
Technology underpins government operation today...
 Almost 4 million page requests on the Canada main web site
(Canada.gc.ca) per week
 100,000 visitors to the Job Bank every day (25,000 jobs online each day)
 11 million electronic (Internet, e-filing or telephone) tax returns
were filed this year, including 1.5 million via Internet
 Approximately 6 million e-mail exchanges within government
every day
…and enables a smart government for the future
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Government of Canada
Gouvernement du Canada
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The Government of Canada’s commitment...
Speech from the Throne
October 1999
By 2004, our goal is to be known around
the world as the government most
connected to its citizens, with Canadians
able to access all government information
and services on-line at the time and place
of their choosing.
SPEECH FROM
THE THRONE
Speech from the Throne
January 2001
The Government will continue to work
toward putting its services on-line by 2004,
to better connect with citizens.
…information and services on-line by 2004
Government of Canada
Gouvernement du Canada
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According to Canadians, an on-line government...
 Satisfaction with government services is strongly linked to
overall satisfaction with the government’s performance
 73% of Canadians who use our Internet-based services are
very satisfied with the overall quality
Canada Information Office - Winter 2001
 67% of Canadians have access to the Internet and 52% of
Internet users have visited a GoC site in the past 3 months
Canada Information Office - Spring 2001
 77% think the Internet will improve how they receive services
from the Government of Canada
Canada Information Office - Spring 2001
…is a smart government
Government of Canada
Gouvernement du Canada
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Government On-Line supports...
Accessibility
Single Window Service
Quality and
Satisfaction
Service
In-Person
Enabling
Platform
Improvement
Telephone
Internet
Government On-Line
…service delivery transformation across all channels
Government of Canada
Gouvernement du Canada
Towards a GOL vision for 2004
Using information and communication technology to
enhance Canadians’ access to
improved citizen-centred, integrated services,
anytime, anywhere and in the official language of their
choice
Core assumption:
 GOL is a service initiative: designed to improve services
 2004 is a major milestone against which departmental and
cross-government achievements will be assessed
 If done right, transformation will continue beyond 2004
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Government of Canada
Gouvernement du Canada
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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Government of Canada
Gouvernement du Canada
GOL Guiding Principles - Consequences for Government
To achieve benefits to citizens, the GOL initiative must be:
 Co-ordinated: to achieve progress across GoC (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 selfservice channels for routine transactions
 Transformative: move towards service re-engineering and
integration, over time, where it makes sense
 Innovative: use proven best-of-breed technologies and private
sector partnerships
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Government of Canada
Gouvernement du Canada
Implementing the GOL principles
Five key components of GOL:
 on-line delivery of key client services
 shared infrastructure to support interoperability, service
integration, cross-channel integration, and reduce overall
costs
 policy frameworks and standards that promote citizen
trust, ease of use, and accessibility
 service improvement; measurement; communications;
user feedback
 HR strategy to ensure the right skills for electronic and
other service delivery
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Government of Canada
Gouvernement du Canada
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The Government has made strategic corporate investments...
Central funds of $280 (CND) million over 2 years:
 Up tp $130 million to accelerate services on-line
 fund most popular / large reach services
 Up to $135 million to build the infrastructure for secure online services
 secure channel, public key infrastructure, directories
 Up to $15 million to continue to build the policy framework
 privacy, security, information management, service
improvement, human resources
 Departments and agencies are also leveraging their own
funds and/or related policy/program initiatives
…to initiate Government On-Line
Government of Canada
Gouvernement du Canada
Where are we today?
 Canada Site redesigned
 Government on-line projects underway including:
 For Canadians: employment insurance; tax filing; passport
applications and integrated jobs web site
 For Canadian businesses: record of employment; business
registration, and electronic procurement
 For Non-Canadians: status of citizenship applications
 Common infrastructure underway
 Policy agenda scoped - addressing privacy and channel
management issues
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Government of Canada
Gouvernement du Canada
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The Canada Site (canada.gc.ca) meets client needs,...
…provides easier access...
Government of Canada
Gouvernement du Canada
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…and clusters information and services...
Subject
Clusters
Canadians
Business
Jobs
Start-up
Health
Financing
Taxes
Taxation
Youth
Regulations
Doing business with
Canada
Seniors
Human Resources
Others
Others
Others
Non-Canadians
Going to Canada
Canada & the World
…around three client groups
Government of Canada
Gouvernement du Canada
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Government of Canada
Gouvernement du Canada
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Government of Canada
Gouvernement du Canada
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Government of Canada
Gouvernement du Canada
Getting to Government on-line…
Key factors for success:
 Leadership
 Targets/Benchmarking
 Common infrastructure & standards
 Updated legislative and policy framework
 Strategic investment
 Communications & engagement
….in a global & competitive environment
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Government of Canada
Gouvernement du Canada
A sound governance approach...
 Committee of Ministers = Management Board
 External advisory panel of citizens and businesses - advisory
role
 Committee of department heads - oversight function
 Chief Information Officer - coordinates plans, provides
frameworks, monitors progress
 Department heads - accountable for service delivery
 Departmental electronic service delivery coordinators (GOL
Leads) - horizontal coordination with departments
…will ensure that GOL objectives are met
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Government of Canada
Gouvernement du Canada
Forward issues and enablers
 Identification of common business processes
(i.e. grants & contributions, change of address, etc.) and
opportunities for efficiencies
 Procurement - innovative public-private sector
partnerships
 Coordination and management of service delivery across
channels
 Seamless government inter-jurisdictional relationships
 Citizen engagement / e-democracy
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Government of Canada
Gouvernement du Canada
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We are on the right track, but need to maintain momentum...
 Canada no. 1 among 22 nations
ahead of the US, the UK and Australia
(Accenture. April 2001)
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 Success based on citizen-centred approach with gateways and
subject clusters at the core of the re-designed Canada website
at www.canada.gc.ca
 Remaining a leader requires collaboration across departments
and across jurisdictions -- on service integration and crosschannel management
…to meet the 2004 goal
Government of Canada
Gouvernement du Canada
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Examples of Canadian suppliers enabling E-Government
Atlantic
Zeddcomm
Pictorius
Landlord IT
Vancouver
Sierra Systems
Pivotal
Burnstand
Class Software Solutions
Municipal Software
Montreal
Toronto
Prairies
Upside software
Cybershare
Infocorp
Cebra
Cyberplex
NDC e-commerce
SCDC Systems Inc.
Ottawa
Nurun
DMR
PNCmedia
CGI
LGS
Zero Knowledge
Bell Emergis
Array Development
Novacomm
Xwave
Calian
Entrust
Source: Industry Canada - August 2001
Government of Canada
Gouvernement du Canada
For more information
www.canada.gc.ca
www.canadians-canadiens.gc.ca
www.businessgateway.ca
www.canadainternational.gc.ca
www.gol-ged.gc.ca
www.cio-dpi.gc.ca
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Government of Canada
Gouvernement du Canada
Government On-Line
Chief Information Office
Treasury Board of Canada Secretariat
September 2001