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

Quality and Satisfaction Government On-Line will improve services... Accessibility Service Canada Quality and Satisfaction Improvement Service In-Person Telephone Internet Enabling Platform Government On-Line …across all channels

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

Towards a GOL vision Using information and communications technology to enhance Canadians’ access to improved citizen-centred, 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.

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

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

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

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

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

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)

All key departments are involved

Government of Canada Portal (www.canada.gc.ca) Cluster framework already in place on the Canada site... Government of Canada Portal (www.canada.gc.ca) Business Canadians Foreign Clients Subject Clusters Start-up Financing Taxation Regulations HR Others Jobs Health Taxes Youth Seniors Others Going to Canada Canada & the World Doing business with Canada Others …around the priorities of three client groups

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

Service integration -- across departments and across jurisdictions 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

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 On-Line Towards an Electronic Single Window PSSDC Learning Event Michelle d’Auray Chief Information Officer Treasury Board of Canada Secretariat May 14, 2001