1. Government On-Line Chief Information Office
Treasury Board of Canada Secretariat
September 2001
Buenos dias/buenas tardes, señores y señoras. Es un placer estar aquí con ustedes
Pleased to be here to bring you an update on Canada’s Government On-Line initiative, from the perspective of the Chief Information Officer Branch of Treasury Board Secretariat.

2. 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
Canada is not the only government with an e-government agenda. Other nations are also making it a priority. And while our approaches vary, we all share the same goals:
first, to transform and strengthen our relationships with citizens by:
providing better, more responsive and accessible services
making it easier for citizens to participate in making the decisions that affect their lives
making government more transparent and accountable
second, to contribute to stronger economies by
reducing the cost of doing business with government
encouraging innovation in the IT industry sector
encouraging citizens and business clients to engage in transactions
third, to support the renewal of the public service by
improving operational efficiency
attracting a new generation to the public service, who are accustomed to working with computer and the Internet
…to remain relevant and responsive

3. 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
But before getting into the core of the subject, a few words about Canada to set some additional context:
Canada is a vast territory. Covering over 9 million square kilometers, more than 4 times the size of Mexico) and spanning 6 time zones, it is one of the largest countries in the world.
We’re one of the few countries that is relatively under-populated, with a population of 30 million, approximately 30% of Mexico’s population.
Most of our population is centred around towns and cities.
We have two official languages--French and English
Canada has three levels of government.
To give you some idea of the complexity of the Federal government environment in Canada:
there are 126 departments and agencies that deliver over 1600 programs and services.
Our annual spending on information management and information technology is roughly $4-5 billion.
As you might suspect, the Government of Canada is a large, complex, matrix organization. Departments also have different mandates and goals.
Given the number of players on the federal scene, with diverse clients and interests, it’s imperative to build consensus around any government-wide initiative.
We constantly need to strike the right balance between government-wide priorities and the needs of individual departments.
With its three levels of government. It’s important to note that primary responsibility for health care and education in Canada, lie with the provincial and territorial governments.

4. 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 on-line 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 exchanges within government every day
For the Government of Canada, technology has become an integral part of how we deliver programs and services to Canadians and how we work within government.
45% of Canadian Internet users communicate with us via the Internet as is attested by the 4 million page requests on the Canada Site each week
100,000 Canadians visit the Job Bank from home, from kiosks and from public sites every day to access more than job postings, on-line at any time
This year, almost 11 million Canadians have filed their tax returns electronically through the Canada Customs and Revenue Agency -- either using the Internet, e-filing through tax preparers or using the telephone. That means significant reductions in paper and in data entry. It also means Canadians get their tax refunds faster -- in about two weeks instead of 4 to 6 weeks for paper returns.
80% of seniors have opted to receive their Canada Pension Plan and Old Age Security payments electronically - ensuring their payments are deposited directly into their accounts when they are issued.
Internally, s are cutting down internal red tape and helping to ensure public servants have access to information when they need it
…and enables a smart government for the future

5. 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
January 2001
The Government will continue to work toward putting its services on-line by 2004, to better connect with citizens.
SPEECH FROM
THE THRONE
In Canada, the Governor General reads the government’s message for a new session of parliament. It is called the Speech from the Throne. It highlights the government’s priorities for the session, as well as its long terme vision for Canada and Canadians.
Both in 1999 and again in 2001, the government of Canada has made it a priority to be the most connected government to its citizens by 2004, with Canadians able to access all government information and services on-line at the time and place and in the official language of their choosing.
…information and services on-line by 2004

6. 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
The government of Canada has made it a priority. And Canadians have made it part of their agenda also. Citizens asked to be served better by its federal government, we replied with a promise of improving by 10 % the satisfaction rate for the delivery of our services.
Our research shows us that the more satisfied citizens are with the services they receive, the more they approve of the government that delivers those services.
73% of Canadians who access our services on-line are very satisfied with the overall quality, which implies that they are more satisfied with the government.
67% of Canadians have access to the Internet, and 52% of them have visited a federal government site in the past 3 months. The numbers are higher for younger Canadians, and we expect them to keep increasing.
More than three-quarters expect the Internet will improve how they receive services from the government.
…is a smart government

7. Quality and Satisfaction
Government On-Line supports...
Accessibility
Single Window Service
Quality and Satisfaction
Service
Improvement
In-Person
Telephone
Internet
Enabling Platform
Government On-Line
GOL provides the enabling foundation for overall service delivery goals by:
Supporting access to all government services through co-ordinated, one-stop access points-- on the Internet, the telephone and in-person
Enhancing client satisfaction by improving the quality of our services on all channels. We have set a goal of 10% improvement in client satisfaction levels by 2005
Using the Internet to better integrate related information and services -- a transformation of how government works
GOL will help enable, co-ordinate service delivery as well as help provide Canadians with a more consistent information across all channels.
…service delivery transformation across all channels

8. 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
Government On-Line is an initiative centred around services. Improved services. It is a vision for 2004, and each day we are closer to turning this vision into reality.
This vision is developed and implemented first and foremost to improve and increase services.
It is about taking advantage of the new tools offered by technology and combine these with our mandate of serving citizens.
It is about making Canada the most connected country to its citizens by putting our information and services on-line
It is about availability. To serve anytime, from anywhere. Not during our business hours, but rather at the hour each citizen wants to do business with us. And from where - anywhere in the world - he wants or needs to do business.
It is about reaffirming our promise to offer each and every service and bit of information in the official language chosen by individual.
Finally, Canada’s vision for Government On-Line is also a meens that will help us tranform our public service and, in this global economy, is a huge concurential advantage for our Canadian businesses. It is about using technology to profit each and every Canadian citizen.

9. 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
To achieve Government On-Line, Canada has adopted some guiding principles that highlight the benefits. On the other hand, these benefits for Canadians have their counter part for government.
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

10. 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 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
From our perspective as government, GOL must be:
coordinated horizontally to achieve progress across the federal government - including a common infrastructure and policies
collaborative, across all federal departments as well as other jurisdictions - which is why we are also working with the private and not-for-profit sectors
cost neutral - meaning that, while we are investing up front, we expect to rationalize it over the long term through savings that result from coordinating service delivery
and we intend for Government On-Line to transform the way we provide service, where and as it makes sense
as well as to be innovative by using the best technologies in partnership with the private sector.

11. 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
Now that we have a vision for GOL - What should be GOL in Now that we’ve identified the benefits for citizens and the consequences for government of GOL. How do we implement GOL? In its approach, Canada has developed key components that will need to be in place to achieve GOL - We could talk about Canada’s action plan - strategy - or workload - for GOL.
The first priority is to get the key services on-line. Departments have identified about 200 services that are the most important
We need a common infrastructure to bridge the differences in departmental operating systems and service delivery channels - for example, to allow citizens to use both the telephone and the Internet to access the services they want, and to reduce the costs of providing the services.
We need a new or updated policy frameworks and standards so that citizens feel comfortable and secure in using the electronic channel
The fourth component is service improvement. It is not enough just to provide the services electronically; we must continually strive to make them better. We need to be able to measure the improvement, to communicate our progress to our citizens and to constantly listen to their suggestions about how to improve.
And we need to refine our strategy for managing human resources, to attract and retain employees with the right skills and to keep the skills current - not just information technology skills but also the competencies that will be needed by « front line workers », the one that have the direct contact with citizens.

12. 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 on-line 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
Combined, all federal government departments spend approximately $4 billion annually on information and communication systems. Departments are responsible for putting their services on-line and developing and maintaining their web sites.
In addition to these investments, the Government of Canada has made some important corporate investments to initiate the Government On-Line agenda million dollars (CND) were allocated in the February 2000 Federal Budget to design and launch GOL and an additional 120 million dollars were set aside in the Fiscal Framework for to continue to move towards our target.
The total funding of 280 M$ over 2 years, are being invested in three key areas:
First, to help departments accelerate on-line delivery of key information and transactional services that reflect both citizen priorities and opportunities for service integration and efficiencies. To date, funding has been provided to support some 26 department-led projects (what we call Pathfinder projects) designed to put key services on-line. Pathfinders for a second round of funding are expected to be announced shortly
Second, to build a common infrastructure to provide a stable, secure e- platform for improved services
Third, to renew our policy framework - to build citizen trust in e-government
We are well on track to meet the 2004 goal of putting key client services on-line, but funding approved to date runs out at the end of March 2002, and more will be needed to accelerate a critical mass of services, provide a common infrastructure and refresh our policy framework is a target for GOL, but we know our efforts will not stop there.
Instead of going back for approved funding each year, and now that we have a clear vision of what Government On-Line really is, we are now in the process of elaborating a multi-year funding strategy. This new funding will enable us to better plan our actions toward our 2004 target and help us put forward sustainable projects that will go beyond our commitments to Canadians.
…to initiate Government On-Line

13. Canada Site redesigned Government on-line projects underway including:
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
Canada’s new revampted web site was inaugurated in February.
The Canada Site, that you can find at has three identified Gateways. One for Canadians, one for Canadian Businesses and one for Non-Canadians. This innovative way of grouping services under a common theme was what was asked by our citizens. In fact, through group testing and focus groups, our entire site was modeled after how Canadians wanted their information and services displayed.
Canadians have modeled this site and Canadians are responsding quite favorably to it. Since January, each day, more than 4 millions people access the Canada Portal.
Let me take you through this portal and its three gateways to give you a feel of the site and to highlight some of the features developed.

14. …provides easier access...
The Canada Site (canada.gc.ca) meets client needs,...
We have had a main GoC website or portal for five (5) years, but until a few months ago, the portal linked to 450 different departmental web sites, organized alphabetically.
It was up to the visitor to do the work of finding and assembling the information. We knew we could do better. We began by asking Canadians for their views.
They told us:
Not by life events (but some may be useful in sub-categories)
Not by Citizen group (but some may be useful)
Citizens said we should organize by subject, or topics.
We listened. The result was a site (the one you see here on the screen) that corresponds to their needs with on-line information and services gathered around subjects. The challenge for us was to structure these services around the citizens needs.
The gateways are undoubtedly the newest characteristic of the Canada portal. Hits on the Site increased by 30% after it was redesigned, and feedback from Canadians has been very positive.
To better structure the flow of governmental information around the three subjects identified - Canadians, Businesses and Non-Canadians - departments and agencies have done a tremendous job in identifying what services and what information should go into each of these gateways. During this process, they have had to work together to overcome the traditional structures and processes within departments. The result is a site that responds well to our clienteles’ needs.
…provides easier access...

15. Doing business with Canada …around three client groups
…and clusters information and services...
Canadians Gateway
By clicking on the Canadians Gateway, citizens can rapidely access all of the government’s information on issues such as Health, Jobs and Consumer protection and services such as income tax returns on-line.
Furthermore, interest groups such as Aboriginals, Youth, New Comers, disabled people and seniors can easily find information and services specifically taylored for them.
Canadian Businesses Gateway
By accessing the Canadian Businesses gateway, entrepreneurs have access to the top 10 requested services. The precious information they find will enable them to take enlightened decisions regarding business start-up, taxes, funding and exports.
In just one clic, entrepreneurs have access to all major electronic forms that are all grouped in the same place. They also have access to hyperlinks that will direct them to Canada’s provinces and territories services and information.
In Canada, the Canadian Businesses Gateway has rapidely become for entrepreneurs an indespensable tool of reference.
Non-Canadians Gateway
The Non-Canadians Gateway will enable out of the country clients, wether they be students, workers, visitors or businesses, Canadian or foreign. This gateway is composed of four major groups of information and services: Going to Canada, Canada and the world, Arts and culture, and Doing business with Canada
This gateway is becoming an essential tool in the positioning of Canada as an innovative and excellent country for living, visiting, doing business and investing.
Lets go throught these gateways so you can have a feel of the client’s perspective of the Canada Site...
Canadians
Jobs
Health
Taxes
Youth
Seniors
Others
Business
Non-Canadians
Start-up
Financing
Taxation
Regulations
Human Resources
Others
Going to Canada
Canada & the World
Doing business with Canada
Others
Subject
Clusters
…around three client groups

16. Timing: 3 sec to first click
First, (CLICK) there is the Canadians Gateway where citizens can quickly access the information (on health care, consumer protection or jobs) and the services (such as filing their taxes) they use most.
As well, (CLICK) the key communities of interest -- Aboriginal peoples, children and youth, newcomers to Canada, persons with disabilities, and seniors -- can find the things that mean most to them, in just one click.
We refer to these sites as “subject clusters” -- each is being managed by an interdepartmental “board of directors” and will evolve from simple links to information to interactive databases and on-line services
Timing: 3 sec to first click
10 sec to second click

17. Timing: 3 sec to first click
From the Business gateway, entrepreneurs can access the information they need. To make key decisions throughout the entire lifecycle of their enterprise, (CLICK) Here are the 10 subject clusters for business.
And we also have a fast way to reach the 10 most popular links (CLICK) -- tax information, procurement opportunities, directories of Canadian companies, sports guides and internet training.
The link to e-forms, (CLICK) which groups all key business forms in one location, is a feature that businesses have already applauded.
The site also provides (CLICK) the links to provinces and territories that clients want.
Timing: 3 sec to first click
5 sec. to second click
5 sec to third click
5 sec to fourth click

18. Going to Canada (CLICK) Canada and the world (CLICK)
The International Gateway responds to the multiple interests and information needs of foreign students, workers, travellers and businesses and is organized around four major subject clusters:
Going to Canada (CLICK)
Canada and the world (CLICK)
Doing business with Canada (CLICK)
Arts and culture, and (CLICK)
This gateway will become an important tool to enhance our competitive advantage and a key vehicle through which we can brand Canada - on-line - as THE place in which to live, do business and invest.
(CLICK) You will have noticed a common look and feel to these gateways -- all GoC sites have to be compliant with a federal identity and ease of navigation standard by the end of The gateways and Canada site are among the earliest to reflect the new CLF standard.
Timing: 7 sec to first click
1 sec to second click
1 sec to third click
1 sec to fourth click
10 seconds to fifth click

19. Getting to Government on-line…
Key factors for success:
Leadership
Targets/Benchmarking
Common infrastructure & standards
Updated legislative and policy framework
Strategic investment
Communications & engagement
Putting our information and services on-line, as governments, needs more than innovation and technological support. It needs:
Leadership
Targets/Benchmarking
Common infrastructure & standards
Updated legislative and policy framework
Strategic investment
Communications & engagement
….in a global & competitive environment

20. 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
In terms of governance – a committee of elected officials (Treasury Board ministers) acts as the management board.
One Minister, the President of the Treasury Board, has been appointed by the Prime Minister as Minister responsible for GOL. The President will soon be appointing an external advisory panel composed of representatives from all sectors – private, public, volunteer, academic – to guide the GOL strategy.
Within the federal bureaucracy, a committee of department leads serves an oversight function.
The Chief Information Officer, is responsible for coordinating government-wide efforts to meet the 2004 target. Our job at the Chief Information Officer Branch is to work with federal departments to develop common metrics, to identify and develop enabling frameworks and guidelines, and to monitor and report on progress to the public and our elected officials (Cabinet).
The Head of the Public Service (Clerk of the Privy Council) has included the achievement of GOL targets in the performance agreements (accountability accords) he signs with each department head.
The key to making this work is the structures that are implemented within departments.
Given the scope and interrelations between all the pieces of this agenda, it is critical for program sectors, technology sectors, HR sectors in departments to work together. Helping to create these linkages is one of things we hope the communications groups will be able to facilitate.
…will ensure that GOL objectives are met

21. 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
Some forward issues and enablers include:
The identification of common business processes across departments, (for example: grants and contributions, change of address) and opportunities for efficiencies.
Procurement wise, innovative partnerships between the private and public sectors - The Security Channel was the first contract using this new approach to procurement.
Co-ordinating and managing information and services across all channels (in-person, telephone and Internet)
Seamless government inter-jurisdictional relationships to better serve citizens - Single Window delivery of services
Citizen engagement and e-democracy to strengthen government-citizen relations and offer citizens the opportunity to register their opinion (56% of Canadians say is a priority for government Internet services - Second after tax filling - CIO January 2001)
We could also add to this short list Benchmarking and communicating to citizens our progress on GOL

22. We are on the right track, but need to maintain momentum...1
Canada no. 1 among 22 nations ahead of the US, the UK and Australia (Accenture. April 2001)
Success based on citizen-centred approach with gateways and subject clusters at the core of the re-designed Canada website at
Remaining a leader requires collaboration across departments and across jurisdictions -- on service integration and cross-channel management
We know we are on the right track to meet our goal for 2004, but we have a lot of work to do...
Accenture - formerly Andersen Consulting - has recognised how our approach to service integration for electronic service delivery is different from that of other countries.
In Canada, the Treasury Board Secretariat (central agency) has the responsibility to drive the GOL initiative and has made consistent efforts to engage in cross-departmental co-ordination and communication. Accenture calls this the “Whole of Government” approach - an important factor in Canada’s maintaining its e-government leadership position.
…to meet the 2004 goal

23. Source: Industry Canada - August 2001
Examples of Canadian suppliers enabling E-Government
Atlantic
Zeddcomm
Pictorius
Landlord IT
Vancouver
Sierra Systems
Pivotal
Burnstand
Class Software Solutions
Municipal Software
Montreal
Nurun
DMR
PNCmedia
CGI
LGS
Zero Knowledge
Bell Emergis
Toronto
Cebra
Cyberplex
NDC e-commerce
SCDC Systems Inc.
Canada is number one among nations and Canadian companies have acquired a lot of experience and lessons learned helping governments with their e-government initiatives. Here are a few examples of Canadian companies that are shaping tomorrow’s electronic information and service delivery agenda.
They have acquired great knowledge. Exportable knowledge.
Ottawa
Array Development
Novacomm
Xwave
Calian
Entrust
Prairies Upside software
Cybershare
Infocorp
Source: Industry Canada - August 2001

24. www.gol-ged.gc.ca www.cio-dpi.gc.ca
For more information
For more information, don’t hesitate to visit us at one of our web sites. remember, the government of Canada’s information and services are available at the time and place and in Canada’s official language of your choice. Click Canada.gc.ca.
If we have time, I will be pleased to answer any questions you have…

25. Government On-Line Chief Information Office
Treasury Board of Canada Secretariat
September 2001
Muchas gracias y buenas dias a todos - Thank you.