1. 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

2. 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

3. 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

4. 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.

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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)

11. All key departments are involved

12. Government of Canada Portal (www.canada.gc.ca)
Cluster framework already in place on the Canada site...
Government of Canada Portal (
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

13. 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

14. 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

15. 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 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

16. 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