1. Service Transformation in the Government of Canada Presentation to the International Consortium on Governmental Financial Management (ICGFM) Ken Cochrane Chief Information Officer of the Government of Canada RDIMS: May 21, 2007

2. 2 Canada - An overview Demographics  Population of 31 million  2 official languages  Mixture of rural & urban – 77% live in cities and towns Geography  9,984,670 square kilometres  6 time zones Three Levels of Government  Federal (126 departments and agencies)  Provincial / territorial (13)  Municipal (more than 5000) Canadians are among the most connected in the World

3. 3 Management in Government Strategic Objective Areas of Focus Key Enablers Management Excellence Government is well managed and accountable and resources are allocated to achieve results Management Excellence Government is well managed and accountable and resources are allocated to achieve results Management Oversight Management Oversight Expenditure Management Expenditure Management Service Transformation Public Service Renewal

4. 4 Scope of Federal CIO Research and Analysis Accessibility Fed / Prov & International Cooperation Enterprise Architecture Community Development Oversight Policy Development & Compliance Management IM IT Security Privacy ATI Service

5. 5 Better Management: “Acting as One” Aligned Shared Common Today Tomorrow The Change Levers. Unaligned Policies Shared Service Providers Enterprise focus and alignment Investments

6. 6 How Does the Federal CIO Get Things Done Policies Management Accountability Framework (MAF) Project Oversight TB Submissions Community Engagement

7. 7 Evolution of the Service Agenda GoC Service Transformation Initiatives GOL launched (1999) Service Improvement Initiative (2000) Service Visions & 1 st ST Initiatives (2004) Service Canada (2005) GOL & SII Sunset (2006) Service Maturity Time 1 st Wave to IT-SSO Starts (2005-2006) 1 st Wave to IT-SSO Starts (2005-2006) TBS studies shared services (2001-02) CISD recommendations to Ministers (2003-04) Expenditure Review (2004) In-depth CASS analysis (2005)

8. 8 Government On-Line & Service Improvement Initiative GOL TIME Tier Three Seamless Government Tier Two Federal Electronic Service Delivery Tier One On-line Presence 2006 Phase Two All departments measure client satisfaction & plan improvements Phase One SII guidelines in lead Departments and Agencies Phase Three Annual reporting & progress towards 10% goal 1999 SII

9. 9 Government On-Line: One pillar of Connecting Canadians In partnership with 32 departments/agencies GOL and SII have been GC priorities Smart Communities Canada Online Electronic Commerce Government On-Line Connecting Canada to the World Canadian Content Online Speech from the Throne (October 1999): “…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…” SII was a key component of Results for Canadians and committed the government to achieve a significant, quantifiable improvement in client satisfaction

10. 10 Government On-Line 130 most-commonly used services on-line One-stop access on the Internet through Canada Site and topic / client gateways and portals 100+ funded projects which joined-up services at various levels of government:  BizPal, My Account, Seniors On-Line The statistics are impressive…  86% of Canadian Internet users feel that the Internet has made it easier to find information about government programs and services  74% of Canadian Internet users had visited a Government of Canada Web site in the past 12 months  90% of Canadians think federal government websites are as good or better than the private sector The result … Canada is an international leader in eGovernment and service delivery Canada ranked #1 in Accenture’s annual ranking of eGovernment efforts among 22 countries for 5 years in a row (from 2001 to 2005) Consistently at or near the top of international eGovernment assessments 2006 Finalist for UN Public Service Award

11. 11 A Strong Foundation in Research Research Reports available at: www.iccs-isac.org

12. 12 Government of Canada Internet Panel  In existence since 2001  50,000+ Canadian Internet users  Collaborative research using latest technology to connect with Canadians – leverage research dollars/reduce duplication of effort  Managed by TBS…but sometimes co- funded Accenture called the Panel “INNOVATIVE” (2003) GOAL Assemble representative panel of Canadian Internet users for feedback on service delivery, policy and program issues.

13. 13 Using the Panel Communications/ Concepts WHAT WE TEST Web Sites Programs/ Policies Traditional research A touch of innovation +

14. 14 … and making a difference for citizens The Government of Canada has Achieved a 12% Improvement in Citizen Satisfaction Compared toCitizens First1998 60 61 64 67 20 30 40 50 60 70 80 1998200020022005 Service Quality Scale (0-100) ©ICCS-ISAC 2005 (18 Core Services)

15. 15 Service Transformation and Democratic Citizenship Each service experience is a moment of truth Strengthens or weakens confidence in public institutions and democratic citizenship Both the challenge and the glory: improving service delivery in the public sector

16. 16 The Public Sector Value Chain* Modern and Transformed Government Strong services internally and externally contribute to confidence in the public service Engaged & Supported Employees Internal Services External Services Trust & Confidence Citizen Service Satisfaction *Heintzman and Marson 2003

17. 17 Citizen Trust & Confidence In Public Institutions Citizen/Client Service Satisfaction Employee Engagement DRIVERS OF PERFORMANCE DRIVERS OF PERFORMANCE DRIVERS OF PERFORMANCE © Heintzman and Marson 2006 The Public Sector Service Value Chain

18. 18 Identified Drivers of Employee Satisfaction and Commitment Engaged and Supported Employees Work Environment Goals & Mandate Leadership & Management Workload Tools To do job Career Development

19. 19 Identified Drivers of Service Satisfaction These satisfaction drivers and their relative importance are consistent with those found in previous Citizens First Studies Knowledge Fairness Extra Mile Outcome Timeliness Citizens First 4 CLIENT SATISFACTION ©ICCS-ISAC 2005

20. 20 Identified Drivers of Trust and Confidence in the Public Service CONFIDENCE In Public Service Strong services contribute to confidence in the public service Strong services Benefits to citizens Equal & ethical treatment Strong leadership & management Citizens First 4 ©ICCS-ISAC 2005

21. 21 Continuing our Transformation Journey Celebrate Leverage Success and Assets GOL&SII To strengthen results Equipped to tackle successfully new transformation challenges GoC Service Transformation Initiatives

22. 22 What does a Modern / Transformed Government Look Like? Acts as One Aligned Interoperates Citizen-Centric Focused on Core Business Easy to Work In Easy to Work With

23. 23 Lessons Learned Key Lessons Learned Leadership, Governance and Accountability* Citizen’s involvemen t Funding and Sustainability* Project Management Organizational Readiness (HR Capacity) Partnership Inter-Jurisdictional and International Collaboration Risk Management Performance and Measurement Take-up & Adoption* * Areas to focus to advance greater service transformation

24. 24 What was unique about GOL? Public Opinion Research Cross Jurisdictions Setting of and Measurement of Targets Whole of Gov’t Citizen Centric BizPaL

25. 25 Where are we going? Policy Suite Renewal Grants & Contributions Identity Management Public Service Value Chain Service Transformation MODERNIZE MAINTAIN TRANSFORM Increase program and service delivery capability Prevent productivity loss and asset deterioration Process and asset utilization improvement Engaged & Supported Employees Internal Services External Services Trust & Confidence Citizen Service Satisfaction SECURITY CONTEXT SERVICE DELIVERY CONTEXT IDENTITY MANAGEME NT International requirements Identity proving Authentication PKI Biometrics Standards National Security and Government Security Policy Privacy Common and Shared Services Service Transformation Document Integrity Multi-Jurisdictional Services Unique Identifiers 14 DIRECTIVES 18 STANDARDS 3 GUIDELINES 15 DIRECTIVES 1 STANDARDS 21 GUIDELINES People Framework 6 POLICIES Financial Management Framework 3 POLICIES 8 DIRECTIVES 1 STANDARD 15 GUIDELINES 7 DIRECTIVES 7 STANDARDS 2 GUIDELINES 6 POLICIES Assets & Acquired Services Framework Official Languages Framework 3 POLICIES 9 DIRECTIVES 2 STANDARDS 5 GUIDELINES 5 POLICIES Governance and Expenditure Management Framework Compensation Framework 4 Policies linked to Foundation Framework PROPOSED SET OF TB POLICY INSTRUMENTS MotherOf All Foundation F ramework Values and Ethics Code for the Public Service 12 Policies 7 DIRECTIVES 4 POLICIES 1 POLICY Service Framework Information and Technology Framework 5 DIRECTIVES 22 STANDARDS BUSINESS CHALLENGES RECIPIENTS SERVICES PROCESSES RULES DATA SUBJECT MATTER EXPERTS G & G Program Resources Input from Blue Ribbon Panel Pathfinders (18 months) Program of Change (5 – 7 Years)

26. Service Transformation in the Government of Canada Presentation to the International Consortium on Governmental Financial Management (ICGFM) Ken Cochrane Chief Information Officer of the Government of Canada RDIMS: May 21, 2007