government of canadagouvernement du canada government on-line chief information office treasury...

Government of Canada Gouvernement du Canada

Government On-LineGovernment On-Line

Chief Information Office Chief Information Office

Treasury Board of Canada SecretariatTreasury Board of Canada Secretariat

September 2001September 2001

2Government of Canada Gouvernement du Canada

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

…to remain relevant and responsive


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


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 e-mail exchanges within government every day

…and enables a smart government for the future


The Government of Canada’s commitment...

…information and services on-line by 2004

Speech from the ThroneJanuary 2001The Government will continue to work toward putting its services on-line by 2004, to better connect with citizens.

Speech from the Throne October 1999By 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 FROMTHE THRONE


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

Canada Information Office - Spring 2001

According to Canadians, an on-line government...

…is a smart government


Quality and Satisfaction

Quality and Satisfaction ImprovementService

In-Person Telephone Internet

AccessibilityAccessibility Single Window ServiceSingle Window Service

EnablingPlatform

EnablingPlatform Government On-LineGovernment On-Line

Government On-Line supports...

…service delivery transformation across all channels


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


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


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


Implementing the GOL principles

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

Five key components of GOL:


The Government has made strategic corporate investments...

…to initiate Government On-Line

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


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


The Canada Site (canada.gc.ca) meets client needs,...

…provides easier access...


…and clusters information and services...

Non-Canadians

SubjectClusters

Going to Canada

Canada & the World

Doing business with Canada

Others

…around three client groups

Business

Start-up

Financing

Taxation

Regulations

Human Resources

Others

Canadians

Jobs

Health

Taxes

Youth

Seniors

Others


Getting to Government on-line…

Leadership

Targets/Benchmarking

Common infrastructure & standards

Updated legislative and policy framework

Strategic investment

Communications & engagement

….in a global & competitive environment

Key factors for success:


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

…will ensure that GOL objectives are met


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


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. April 2001)

Success based on citizen-centred approach with gateways and subject clusters at the core of the re-designed Canada website at www.canada.gc.ca

Remaining a leader requires collaboration across departments and across jurisdictions -- on service integration and cross-channel management

…to meet the 2004 goal

11


Examples of Canadian suppliers enabling E-Government

OttawaArray DevelopmentNovacommXwaveCalianEntrust

MontrealNurunDMRPNCmediaCGILGSZero KnowledgeBell Emergis

VancouverSierra Systems Pivotal BurnstandClass Software SolutionsMunicipal Software

TorontoCebraCyberplexNDC e-commerceSCDC Systems Inc.

PrairiesUpside softwareCybershareInfocorp

AtlanticZeddcommPictoriusLandlord IT

Source: Industry Canada - August 2001


For more information

www.canada.gc.ca

www.canadians-canadiens.gc.ca

www.businessgateway.ca

www.canadainternational.gc.ca

www.gol-ged.gc.ca

www.cio-dpi.gc.ca

Government of Canada Gouvernement du Canada

Government On-LineGovernment On-Line

Chief Information OfficeChief Information Office

Treasury Board of Canada SecretariatTreasury Board of Canada Secretariat

September 2001September 2001

government of canadagouvernement du canada government on-line chief information office treasury...

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