1. Government of CanadaGouvernement du Canada Putting it all Together Clustering Information & Services around Client Needs Peter Oberle Office for Government On-line Treasury Board Secretariat Government of Canada (613) 952-7578 Oberle.Peter@TBS-SCT.GC.CA

2. 2 Government of CanadaGouvernement du Canada Canada U.S. Australia Europe* % Population Online 48.2 43.0 38.0 26.0 Mean hours/ week Online 5.1 4.2 3.6 3.2 *Europe includes France, Germany and the UK Canada U.S. Australia Europe* % Population Online 48.2 43.0 38.0 26.0 Mean hours/ week Online 5.1 4.2 3.6 3.2 *Europe includes France, Germany and the UK Figures from the Pricewaterhouse Coopers Canadian Consumer Technology Study 2000 Canadians are going on-line at a phenomenal rate...

3. 3 Government of CanadaGouvernement du Canada …and expect government to do the same Sources: Ekos, Angus Reid Government and Internet 60% of Canadians who look for government information do so on the Internet 59% think the Internet is an effective way for Governments to communicate Government and Internet 60% of Canadians who look for government information do so on the Internet 59% think the Internet is an effective way for Governments to communicate

4. 4 Government of CanadaGouvernement du Canada The government’s commitment “The Government will become a model user of information technology and the Internet. 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 Oct 12, 1999

5. 5 Government of CanadaGouvernement du Canada  1 / 4 citizens do not know how to find government services  Of the rest, 1 / 2 experience access problems: *Erin Research 1998 Canadians have difficulty getting the services they need Telephone lines were busy I got bounced from one person to another I got conflicting information Trouble with voice mail or answering system I received incorrect information No one took time to explain things Parking was difficult I couldn’t find it in the phone book I didn’t know where to look I had to travel too far

6. 6 Government of CanadaGouvernement du Canada *Erin Research 1998 Among Canadians’ priorities for improvement

7. 7 Government of CanadaGouvernement du Canada Department & Agency Sites One-stop access on-line: where are we now? GoC Portal  links to 450 federal web sites  different sites independently offer information and services to common clients - as a consequence:  clients search through multiple sites to find what the GoC has to offer  the work to find & assemble information and services components falls to the client

8. 8 Government of CanadaGouvernement du Canada Government of Canada Portal Department & Agency Sites We need to cluster information & services around clients Information & Service Groupings Partnerships Clustering: bringing together relevant information and services across organizational boundaries into groupings that make sense to clients - one-stop electronic access.

9. 9 Government of CanadaGouvernement du Canada First step: how should information & services be clustered? Life Event? Client Group? Subject?

10. 10 Government of CanadaGouvernement du Canada Assessing the expectations of Canadians Focus Test 1 - The Organizing Principles, March 2000  25 focus groups, 5-7 persons per group  Moncton, Montreal, Toronto, Kelowna, Vancouver  Youth, Adults with & without Internet experience, Seniors, & Business Focus Test 2 - The Specific Clusters, May 2000  25 focus groups, 6-8 persons per group  Halifax, Quebec, London, Winnipeg, Calgary  Youth, Adults, Seniors, 2 x Business, half of whom tried to get Government service more than once in the past year Client-level Focus Testing - Cluster Content & Design  Cluster champions to test each cluster with specific clients   

11. 11 Government of CanadaGouvernement du Canada Focus test 1: organizing principles  Test 1: Organizing Principles Subjects are the primary organizing principle Tested subject clusters work well for citizens Some citizen clusters (I.e., who you are) are useful, e.g., Seniors, Youth Business representatives want a separate set of subjects Subjects Citizens Life Events Life Events

12. 12 Government of CanadaGouvernement du Canada Focus test 2 : specific clusters  Test 2: Set of Clusters Concept of International cluster included Three cluster streams work well - minor labeling issues Specific Citizen & Business clusters intuitive & obvious International cluster not tested beyond this Participants prefer some redundancy - some content should appear in more than one cluster Subjects for Canadians Subjects for Business Subjects for non-Canadians Subjects for non-Canadians

13. 13 Government of CanadaGouvernement du Canada BusinessCanadiansNon-Canadians GoC cluster blueprint Start-up Financing Taxation Regulations HR Others Government of Canada Portal Jobs Health Taxes Youth Seniors Others Going to Canada Canada & the World Doing business with Canada Others

14. 14 Government of CanadaGouvernement du Canada Different approaches to clustering... Partners Develop Whole-of Group links Single Window Government... lead to different ends

15. 15 Government of CanadaGouvernement du Canada Group linksCharacteristics One-stop access to information & services Partnerships not required Clients required to assemble the components without guidance Conflicts, gaps, duplication Different look & functionality behind the links

16. 16 Government of CanadaGouvernement du Canada Partners develop Single WindowCharacteristics One-stop access to information & services Partnerships required Components assembled for clients Navigation, technology & content guidance Conflicts, gaps, duplications resolved Standard look & functionality behind the links Integration within the cluster

17. 17 Government of CanadaGouvernement du Canada Whole of GovernmentCharacteristics Full set of partnership sites providing one-stop access Sites add up to a client-centred government Common experience across sites Navigation, technology & content guidance across sites Conflicts, gaps, duplications resolved across sites Standard metrics, service standards, shared user support Integration of common systems & processes across clusters

18. 18 Government of CanadaGouvernement du Canada Blueprint on-line in December 2000: what does it mean? Simple, clean, quick-to-load Focused on client needs & expectations Multiple modes of access clusters department/agencies search alphabetical subjects One click to: 30+ clusters most popular services department & agencies sites government contacts FAQs / What’s New GoC Features, Publications available E-Services Towards a whole-of-government system coordinated user support some family look and functionality starting set of common metrics

19. 19 Government of CanadaGouvernement du Canada Among the challenges Partnerships Individual brands Accountability Integration / rationalizing content & service delivery Keeping focus on evolving & growing client expectations Corporate Management of Clusters Common metrics & standards Family look Creating content once Similar functionality across single windows Operations Common communications strategy Shared lessons / solutions