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1 Canada Site Mandate Created in 1995 Single point of access to Government of Canada information and services on-line Lead and participate in horizontal service delivery initiatives Leverage new and emerging technologies to better serve users

2 The Formative Years: The Government of Canada’s first official Web presence –a central access point to a variety of Government Web sites featuring programs and service information –focused on being a content driven information site Bilingual Links to new government sites grew exponentially as did the number of sites that linked to the Canada Site as the common point of access Direct interaction with the public and learning from their feedback

3 A Reliable Site: Information organized by: –programs and services –section on Canada –section on government –departments –directories Service - User Support – support offered –subjects –toll-free support made available on the site in 1998, providing avenue for input and feedback from users

4 The Government’s Commitment “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 October 12, 1999

5 The New Millennium: A Focus on Citizens Government On-line Initiative (1999) –Speech from the Throne –commitment for on-line service delivery (inter-jurisdictional) Service Canada Initiative (1999) –introduction of service and channel integration (channel of choice) using existing services (Canada Site, O-Canada) and establishing in-person access centres Service Improvement Initiative (2000) –policy on quality and standards for service delivery

6 What Canadians Want Through ongoing public opinion research and feedback, Canadians tell us how they like our services and make suggestions for improvements. –Easy access to information –Easy access to services –Easy means to provide input –Choice in how they access information and services

7 Common Look & Feel June 2000 Version Features: –Common navigation elements –Advanced Search capabilities –On-line brochures and services

8 Client-Centred Service Delivery Client-centred service delivery is the core principle guiding the development of the Government of Canada’s service delivery strategy. This means bringing together information and services across organizational boundaries into groupings that make sense to clients.

9 First Step How should information & services be clustered?

10 Clustering information and services around clients The Canada Site

11 Start-up Financing Taxation Regulations HR Others Jobs Health Taxes Youth Seniors Others Going to Canada Canada & the World Doing business with Canada Others Cluster Blueprint

12 Government On-Line January 2001 Version First official GOL version of the Canada Site Incorporated citizen feedback from the Cluster Blueprint New Features: –Customization –Gateways and Clusters Enhanced Features: –E-services and forms –Toll-free service for navigation and support –How do I … section

13 Success Factors Keep it simple Keep it Canadian Keep it non- partisan

14 Improving Service Quality Meet and exceed citizen expectations Evolution of service based on continuous client research To Canadians, service quality means a convenient, easy to access, easy to use, personalized service experience that provides them with reliable and timely information

15 The Canada Site 2006

16 Challenges Balancing seamless service across three levels of government with increased awareness and understanding of the roles and benefits of each level Maintaining necessary financial and staffing resources Meeting bureaucratic requirements in terms of process and project approvals Reconciling expectations of citizens and stakeholders with what can be achieved in the time provided

17 Opportunities: 2005 and Beyond On-line Consultation/ E-Democracy Secure Channel New technologies Channel integration GoC Wireless Portal GoC Newsroom

18 Government of Canada Wireless Portal wap.gc.ca An interdepartmental working group helps evolve and expand the Portal in line with on-going client research and feedback More efficient navigation and better usability following 2004 redesign Almost 3000 visits per month “Interactive” services such as border wait times, currency converter are most popular

19 Benefits of mGovernment The Wireless Portal helps the government stay connected to the public by: –Increasing number of channels available for government- citizen communication –Using technology to improve service delivery –Providing services relevant to the daily lives of citizens (Canadian and international) –Enabling the public to access government whenever and wherever they are

20 Government of the Future Client centric Improvements based on continuous client research We must look at new ways of using technology to develop service delivery across government organizations New and emerging technologies can be leveraged to improve communication between government and clients Clients expect government to keep pace with new technological developments Services must remain accessible and client centric

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