Date post: | 27-Dec-2015 |
Category: |
Documents |
Upload: | lucinda-clark |
View: | 215 times |
Download: | 1 times |
Government of Canada Gouvernement du Canada
Service Transformation throughService Transformation throughGovernment On-LineGovernment On-Line
Helen McDonaldHelen McDonald
Director General, Office of the Chief Information OfficerDirector General, Office of the Chief Information Officer
Treasury Board SecretariatTreasury Board Secretariat
Government of CanadaGovernment of Canada
Presentation to e-Governance Task Force
“Leadership for e-Government Transformation”
June 6, 2001
2Government of Canada Gouvernement du Canada
Towards a GOL vision
Using information and communication technology to
enhance Canadians’ access to
improved citizen-centred, integrated information and services,
anytime, anywhere and in the official language of their choice
Core assumptions:
GOL is a service improvement initiative 2004 is a step along the way to achieving the vision Guiding principles useful to frame decisions and to define 2004
3Government of Canada Gouvernement du Canada
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
4Government of Canada Gouvernement du Canada
GOL Guiding Principles - Consequences for Government
To achieve benefits to citizens, the GOL initiative must be:
Co-ordinated: to achieve progress across federal government (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 technologies and private sector partnerships
5Government of Canada Gouvernement du Canada
Implementing GOL: Five key components
On-line delivery of key client services (more than 200 identified)
Shared infrastructure to support interoperability, service integration, cross-channel management & 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
6Government of Canada Gouvernement du Canada
Electronic Service Delivery: Setting Priorities
But simply putting 200 key services on-line won’t necessary meet the
test of client-centricity.
May not capture efficiencies possible.
Three approaches considered to determine the nature and sequence
of electronic service delivery:
departments set their own priorities
gateways and clusters play a role
corporate identification of opportunities
7Government of Canada Gouvernement du Canada
How should information & services be clustered?
Life Event? Client Group? Subject?
Canadians said organize by
8Government of Canada Gouvernement du Canada
Clustering...
BusinessCanadians Non-Canadians
SubjectClusters
Start-up
Financing
Taxation
Regulations
HR
Others
Jobs
Health
Taxes
Youth
Seniors
Others
Going to Canada
Canada &the World
Doing business with Canada
Others
Government of Canada Portal (www.canada.gc.ca)Government of Canada Portal (www.canada.gc.ca)
…according to priorities of three client groups
13Government of Canada Gouvernement du Canada
Strategic investments in GOL
$280 million over 2 years:
Up to $130 million to accelerate service integration and transformation
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, procurement and risk management
14Government of Canada Gouvernement du Canada
GOL Pathfinder Projects...
For Canadians:Employment insuranceTax filing - NetfilePassport applicationsIntegrated jobs web siteFront end to Grants & Contributions
For Canadian businesses:Record of employmentBusiness registration, tax returns, tax payments, access to
business accountsElectronic procurement
For Non-Canadians:Status of citizenship applications
… approved in Fall 2000
15Government of Canada Gouvernement du Canada
We are on the right track, but need to maintain momentum…
Canada no. 1 among 22 nations (Accenture)
largely a reflection of “sophisticated customer relationship management techniques, intentions-based design and a single point of entry to information”
Citizen-centered approach is key factor with gateways and subject clusters at core of the re-designed Canada website at www.canada.gc.ca
Achieving the goal requires collaboration across departments and across jurisdictions -- on service integration and cross-channel management
… to meet the 2004 goal… to meet the 2004 goal
16Government of Canada Gouvernement du Canada
For more information
Government of Canada site:
www.canada.gc.ca
www.canada.gc.ca/canadians-canadiens/indiv_e.html
www.businessgateway.ca
www.canadainternational.gc.ca
Government On-Line (information on targets and pathfinders):
www.gol-ged.gc.ca
Chief Information Officer (information on key enablers for GOL):
www.cio-dpi.gc.ca