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Service Transformation through Government On-Line

Service Transformation through Government On-Line. Presentation to e-Governance Task Force “Leadership for e-Government Transformation” June 6, 2001. Helen McDonald Director General, Office of the Chief Information Officer Treasury Board Secretariat Government of Canada.

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Service Transformation through Government On-Line

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  1. Service Transformation throughGovernment On-Line Presentation to e-Governance Task Force “Leadership for e-Government Transformation” June 6, 2001 Helen McDonald Director General, Office of the Chief Information Officer Treasury Board Secretariat Government of Canada

  2. 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

  3. 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

  4. 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 neutralacross 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

  5. 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

  6. 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

  7. How should information & services be clustered? Canadians said organize by Life Event? Client Group? Subject?

  8. Clustering... Government of Canada Portal (www.canada.gc.ca) Canadians Business Non-Canadians Start-up Financing Taxation Regulations HR Others Subject Clusters Jobs Health Taxes Youth Seniors Others Going to Canada Canada & the World Doing business with Canada Others …according to priorities of three client groups

  9. 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

  10. GOL Pathfinder Projects... For Canadians: • Employment insurance • Tax filing - Netfile • Passport applications • Integrated jobs web site • Front end to Grants & Contributions For Canadian businesses: • Record of employment • Business registration, tax returns, tax payments, access to business accounts • Electronic procurement For Non-Canadians: • Status of citizenship applications … approved in Fall 2000

  11. 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 approachis 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

  12. 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

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