Government of CanadaGouvernement du Canada Service Transformation through Government On-Line Helen McDonald Director General, Office of the Chief Information Officer Treasury Board Secretariat Government of Canada Presentation to e-Governance Task Force “Leadership for e-Government Transformation” June 6, 2001

2 Government of CanadaGouvernement du Canada 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

3 Government of CanadaGouvernement 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

4 Government of CanadaGouvernement du Canada 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

5 Government of CanadaGouvernement du Canada 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

6 Government of CanadaGouvernement du Canada 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

7 Government of CanadaGouvernement du Canada How should information & services be clustered? Life Event? Client Group? Subject? Canadians said organize by

8 Government of CanadaGouvernement du Canada Clustering... BusinessCanadiansNon-Canadians 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 Government of Canada Portal ( …according to priorities of three client groups

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13 Government of CanadaGouvernement du Canada 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

14 Government of CanadaGouvernement du Canada GOL Pathfinder Projects... For Canadians:  Employment insurance  Tax filing - Netfile  Passport applications  Integrated jobs web site  Front end to Grants & Contributions For Canadian businesses:  Record of employment  Business registration, tax returns, tax payments, access to business accounts  Electronic procurement For Non-Canadians:  Status of citizenship applications … approved in Fall 2000

15 Government of CanadaGouvernement du Canada 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  Achieving the goal requires collaboration across departments and across jurisdictions -- on service integration and cross- channel management … to meet the 2004 goal

16 Government of CanadaGouvernement du Canada For more information  Government of Canada site:  Government On-Line (information on targets and pathfinders):  Chief Information Officer (information on key enablers for GOL):