Presented By:

1. The Consequences of E-Government/E-Administration for the Future of Social SecurityInternational Conference on Information Technology in Social Security Valencia, Spain14-16 October 2002 Check Against Delivery

2. Janet Milne Assistant Deputy Minister Systems Branch Human Resources Development Canada Ottawa, Canada Presented By:

3. Electronic Delivery of National Social Services Canada’s Experience

4. Key Messages • New business model - Not just a better version of today • Get outside with the client and look in • Simplify and integrate services, not just information • Expect IT and organizational changes

5. Steps towards integrated services • Transactions on Internet ---------- > • Common information requirements   ---------- >  • Integrated client file (CRM)   ---------- >  • Integrated services

6. Source: Communications Survey “Listening to Canadians”, Winter 2001 “And how do you rate the overall quality of the service or information you received?” Mail Telephone In-Person Internet Imperatives for Change - Citizens Satisfaction - • Overall positive rating of quality of services received by contact method:

7. Challenges of E-Government and E-Administration • The Future of E-government: Using today’s technology to power tomorrow’s e-service delivery • Leveraging Legacy Technology: Getting the most out of existing systems • Privacy and Security: Fostering a relationship of trust between a government and its citizens

8. Canada: Progress in Government

9. Five Year Service Delivery Vision • The 1999 Speech from the Throne identified Government Online as a national priority • Canadians want convenient, on-line access to social services • Our 5 Year Vision

10. Government Online Targets • Tier One: Federal On-Line Presence • 100% by December 2001 • Tier Two: Federal Electronic Service Delivery • 50% by December 31, 2002 • 100% by December 31, 2004 • Tier Three: Inter-Jurisdictional Electronic Service Delivery • Pilots through 2004

11. Progress Report Services for Job Seekers • Job Bank is visited an average of 180 000 times per day, and is projected to soon receive 50 million visits per year • The Electronic Labour Exchange receives over 24 000 visits per month and stores over 15 000 on-line resumes

12. Progress Report Service for Employment Insurance Claimants • Appli-Web was nationally launched in April 2002 • Appli-Web processed over 35 000 Employment Insurance claims in July 2002 • Record of Employment Web project

13. Progress Report Service for Seniors: • Access to Benefit Information • Canadian Retirement Income Calculator

14. Progress Report Service for all Canadians: • Interactive Voice Response systems now receive over 35 million telephone calls per year • TELEDEC

15. More than Government On-Line • E-service delivery is not just about the Internet • It’s time for a change in vision • Be prepared to re-haul, re-think, and re-organize business practices

16. Modernizing Service for Canadians

17. Service Delivery from a Client Perspective • The Allison Story • A vision to prioritize: • Accessibility • Streamlined Services • Improved use of Technology • Increased Cross-Government Integration and Program Coherence • Trust between Government and Citizens

18. School Work Birth Sickness Death Disability Low Income Pensioner Maternity / Paternity Retired Homeless Volunteer Unemployed Circle of Life Benefits - Ontario Loan Forgiveness Program Bursaries, Scholarships & Grants Ontario Student Assistance Program Ontario Tax Reduction Interest Relief Program Ontario Retail Sales Tax Exemption Childcare Supplement for Working Families Childcare Bursary Plan Student Loan Child Tax Credit Student Loan Repayment CPP child Benefit SIN Bursary for Students with Disabilities Insurance Premium Education Savings Grant EI CPP Contribution CPP Death Benefit Ontario Disability Support Program CPP Disability OAS Survivor Allowance Disability Tax Credit Property Tax Credit for Seniors Allison’s Story (Tombstone Data) Assistance for Children with Severe Disabilities CPP Survivor Pension CPP Child Benefit Sales Tax Credit for Seniors OAS - GIS Motor Vehicle Tax Rebate Employment Leave OAS Allowance Guaranteed Annual Income Systems Child Tax Credit OAS Pension Grant Contribution CPP Pension Community Assistance Employment Insurance EPB - Grant Contribution Legend Federal Benefits/Programs Ontario Works Provincial Benefits/Programs

19. Harnessing Technology

20. Technology Implications of E-Service Delivery • Integrated information and services, organized by citizen's needs • 24 hour / 7 day accessibility • Convenient access from home, workplace or public access sites • Ease of use by citizens, including those with special needs • Respect for privacy, security and confidentiality • Service choice - electronic services do not replace traditional service delivery channels.

21. Major Components of the Core Infrastructure for E-Service Architecture • Three-Tier Hosting Services • Legacy System Extensions • Information Dissemination Services • Application Development Support Security • GOL Core Security Infrastructure • Secure File Transfer Shared Tools • Corporate Search Engine • E-Mail Response Management • Web Content Management • Portal Technology and Clusters

22. Major Components of the Core Infrastructure for E-Service Architecture • Three-Tier Hosting Services • Legacy System Extensions • Information Dissemination Services • Application Development Support Security • GOL Core Security Infrastructure • Secure File Transfer Shared Tools • Corporate Search Engine • E-Mail Response Management • Web Content Management • Portal Technology and Clusters

23. The First Step: A Secure Channel • Protecting information of Government and Citizens • Client identification without face-to-face interaction • Public Key Infrastructure Program

24. Public Key Infrastructure • Protects privacy by ensuring that electronic communications are not intercepted • Assures that electronic communications are not altered during transmission • Verifies the identity of the parties involved in an electronic transmission • Ensures that no party involved in an electronic transaction can deny their involvement in the transaction

25. Leveraging Legacy Systems

26. Working with what you have • How to leverage the system you already have without major re-engineering efforts • Extend utility, interoperability, and usability of legacy systems • Middleware software • Software to launch legacy systems on the Web • Friendlier user interface

27. Privacy & E-Service Delivery

28. Protecting the Privacy of Citizens • Does technology threaten privacy? • Protecting Privacy in a multi-tiered government • Shared databases Vs. separate databases • Compartmentalized data storage • Open Information sharing or Need-to-Know basis?

29. Building a Relationship of Trust • Importance of Perception • Canada’s Privacy Commissioner • The Privacy Act • The Personal Information Protection and Electronic Documents Act • Canada—the first country to make Privacy Impact Assessments mandatory

30. Where do we go from here? • Continue to prioritize citizen-centered programs • Increase integration between levels of government • Reduce in-person transactions

31. Conclusion: • Panel Discussion • Topics:

32. What level of integration across delivery channels (web, mail, phone, face to face) has been achieved. Is this a major challenge for you since it implies the existence of a complex integrated case management system which keeps tract of all client interactions regardless of the delivery channel? Are the existing policies and legislations enabling or hampering the implantation of a secure citizen-centered e-service environment? Is it feasible/realistic to expect a common architecture for all government e-services? What are your successes in this area? Discussion Topics

33. Can e-services achieve success through technology without first establishing new modern service delivery business models which focuses on the clients needs? If your organisation/government is being transformed to become client centric, how is this affecting the organizational structure of the IT Branch?. Discussion Topics