Transcript Government On

Government of Canada
Gouvernement du Canada
Government of Canada On-Line
Towards an Electronic Single Window
PSSDC Learning Event
Michelle d’Auray
Chief Information Officer
Treasury Board of Canada Secretariat
May 14, 2001
Government of Canada
Gouvernement du Canada
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Government On-Line will improve services...
Service Canada
Accessibility
Quality and
Satisfaction
Service
In-Person
Enabling
Platform
Improvement
Telephone
Internet
Government On-Line
…across all channels
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
 78% think Government On-Line will improve their overall
relationship with Government
 60% of young Canadians say they will conduct the
majority of their dealings with government on the Internet
in the next five years
…is a smart government
Government of Canada
Gouvernement du Canada
Towards a GOL vision
 Using information and communications technology to
enhance Canadians’ access to improved citizencentred, integrated Government of Canada
information and services, anytime, anywhere and in
the official language of their choice.
 Core assumption:
 GOL is a service initiative: designed to both
improve and increase services.
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Government of Canada
Gouvernement du Canada
GOL Guiding Principles - Benefits to Canadians
For Canadians, GOL 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,
involve 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 best-of-breed technologies and
private sector partnerships
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Government of Canada
Gouvernement du Canada
Implementing the GOL guiding principles
 Five key components to GOL:
 on-line delivery of critical mass 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
 an 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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Electronic Service Delivery: Setting Priorities
 Putting about 200 key client services on-line by 2004 will
meet GOL commitment
BUT
 Won’t necessarily result in service offerings that meet test
of client centricity -- electronic “silos” rather than integrated
bundles of related services
 May not capture efficiencies possible through
consolidation of back-end systems or re-use of common
business applications
 May not be aligned with departmental resources and
capacity
Government of Canada
Gouvernement du Canada
Electronic Service Delivery: Setting Priorities ...
Three approaches to determine the nature and
sequence of electronic service delivery examined:
 departments set their own priorities for the
transformation of 200 key services
 gateways and clusters play a role in influencing
departmental service transformation priorities and
identifying efficiency opportunities
 corporate identification of opportunities for integration
or efficiencies
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Government of Canada
Gouvernement du Canada
Gateway / cluster approach - what it might look like
 What: 100% of 200 key services on-line, organized by
gateway and cluster priorities
 How: sequence of on-line services to be based on
priorities that reflect citizen/clients benefits, as well as
efficiencies/cost avoidance, and are agreed to by gateway
and/or cluster management committees; central funding
to accelerate “top 30”
 Interim targets: would be set by client priorities
 Integration: opportunities for efficiencies would be
identified, likely focussing on common front-office access
(rather than integrated processing or common back-end
systems)
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Government of Canada
Gouvernement du Canada
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All key departments are involved
Agriculture and Agri-Food Canada
Canada Customs and Revenue Agency
Canada Economic Development for Quebec Regions
Canadian Centre for Management Development
Canadian Heritage
Canadian International Development Agency
Citizenship and Immigration Canada
Environment Canada
Finance Canada
Fisheries and Oceans Canada
Foreign Affairs and International Trade
Health Canada
Human Resources Development Canada
Indian and Northern Affairs Canada
Industry Canada
Justice Canada
National Defence
Natural Resources Canada
Privy Council Office
Public Service Commission of Canada
Public Works and Government Services Canada
Solicitor General Canada
Statistics Canada
Transport Canada
Treasury Board of Canada, Secretariat
Veterans Affairs Canada
Western Economic Diversification Canada
T otals
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205
Government of Canada
Gouvernement du Canada
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Cluster framework already in place on the Canada site...
Government of Canada Portal (www.canada.gc.ca)
Business
Subject
Clusters
Canadians
Foreign Clients
Start-up
Jobs
Financing
Health
Taxation
Taxes
Regulations
Youth
HR
Seniors
Doing business
with Canada
Others
Others
Others
Going to
Canada
Canada &
the World
…around the priorities of three client groups
Government of Canada
Gouvernement du Canada
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Gateways and Clusters ...
Canadians
Aboriginal Peoples
About Canada
Canadians Living Abroad
Children & Youth
Consumer Information
Culture, Heritage & Recreation
Economy
Environment, Resources
Financial Assistance & Entitlements
Health
Jobs, Workers, Training and Careers
Justice and the Law
Life Events: Lost I.D.
Newcomers to Canada
Persons with Disabilities
Public Safety
Rural & Remote Services
Science & Technology
Seniors
Taxes
Travel at Home & Abroad
Voluntary Sector
Canadian Business
Financing
Human Resources/Employment
Business Statistics and Analysis
Innovation / R&D / Technology
Exporting / Importing
Mergers, Acquisitions and
Bankruptcy
Regulations / Legislation
Selling to Government / Tenders
Business Start Up
Taxation
Non-Canadians
Arts & Culture
Canada and the World
Doing Business with
Canada
Going to Canada
Priorities in Focus Testing
Government of Canada
Gouvernement du Canada
Key issues
 Service integration -- across departments and across
jurisdictions
 Cross-channel management and integration
 Client relationship management
 Security and privacy
 Engaging citizens in a meaningful way
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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)
 Citizen-centred approach with gateways and subject
clusters in the re-design of Canada’s main website at
www.canada.gc.ca is key factor
 Remaining a leader requires collaboration across
departments and across jurisdictions -- on service
integration and cross-channel management
…to meet the 2004 goal
Government of Canada
Gouvernement du Canada
Government of Canada On-Line
Towards an Electronic Single Window
PSSDC Learning Event
Michelle d’Auray
Chief Information Officer
Treasury Board of Canada Secretariat
May 14, 2001