service transformation in the government of canada presentation to the international consortium on...
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Service Transformation in the Government of
Canada
Presentation to the International Consortium on Governmental
Financial Management (ICGFM)
Ken CochraneChief Information Officer of the Government of Canada
RDIMS:
May 21, 2007
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
Management in Government
Strategic Objective
Areas of Focus
KeyEnablers
Management ExcellenceGovernment is well managed and accountable and
resources are allocated to achieve results
Management ExcellenceGovernment is well managed and accountable and
resources are allocated to achieve results
ManagementOversight
ManagementOversight
ExpenditureManagement
ExpenditureManagement
Service Transformation Service Transformation
Public Service RenewalPublic Service Renewal
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
Better Management: “Acting as One”
Aligned
Shared
Common
Today Tomorrow
The Change Levers.
Unaligned
Policies
Shared Service Providers
Enterprise focus andalignment
Investments
6
How Does the Federal CIOGet Things Done
• Policies
• Management Accountability Framework (MAF)
• Project Oversight
• TB Submissions
• Community Engagement
16CONFIDENCE OF THE QUEEN’S PRIVY COUNCIL
OutcomesManagementOutcomes
Management
ThirdParty
Reviews
ThirdParty
Reviews
CapacityDevelopment
CapacityDevelopment
CommunityOf
Practice
CommunityOf
Practice
CapacityAssessments
CapacityAssessments
ProjectManagementDisciplines
ProjectManagementDisciplines
New Enhanced Management Framework
BusinessCases
BusinessCases
TBS& Deptl
Oversight
TBS& Deptl
Oversight
Investment and
Project Mgmt
Policies
Investment and
Project Mgmt
Policies
Improved Guidance and
Oversight for IT-enabled Initiatives
Stronger GC Focuson Investment Lifecycle,
Risks & Benefit Realization
7
Evolution of the Service Agenda
GoC Service Transformation
Initiatives
GOL launched (1999)
GOL launched (1999)
Service Improvement Initiative (2000)
Service Improvement Initiative (2000)
Service Visions & 1st ST Initiatives (2004)Service Visions & 1st ST Initiatives (2004)
Service Canada (2005)
Service Canada (2005)
GOL & SII Sunset (2006)
GOL & SII Sunset (2006)
Serv
ice M
atu
rity
Time
1st Wave to IT-SSOStarts (2005-2006)1st Wave to IT-SSOStarts (2005-2006)
TBS studies shared services (2001-02)
TBS studies shared services (2001-02)
CISD recommendations to Ministers (2003-04)
CISD recommendations to Ministers (2003-04)
Expenditure Review (2004)
Expenditure Review (2004)
In-depth CASS analysis (2005)In-depth CASS analysis (2005)
8
Government On-Line &Service Improvement Initiative
GO
L
TIME
Tier ThreeSeamless
Government
Tier Two Federal Electronic
Service Delivery
Tier OneOn-line Presence
2006
Phase Two All departments measure client
satisfaction & plan improvements
Phase OneSII guidelines in lead
Departments and Agencies
Phase Three Annual reporting
& progress towards 10% goal
1999
SII
9
Government On-Line:
• One pillar of Connecting Canadians
• In partnership with 32 departments/agencies
GOL and SII have been GC priorities
SmartCommunities
CanadaOnline
ElectronicCommerce
GovernmentOn-Line
ConnectingCanada tothe World
CanadianContentOnline
• 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
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
A Strong Foundation in Research
Research Reports available at:www.iccs-isac.org
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)
GOALAssemble representative panel of Canadian Internet users for
feedback on service delivery, policy and program issues.
13
Using the Panel
Communications/Concepts
WHAT WE TEST
Web Sites
Programs/Policies
Traditional research
A touch of innovation
+
14
… and making a difference for citizens
The Government of Canada has Achieved a 12% Improvement
in Citizen SatisfactionCompared to Citizens First 1998
60 6164 67
20
30
40
50
60
70
80
1998 2000 2002 2005Se
rvic
e Q
ual
ity
Sc
ale
(0-
100
)
©ICCS-ISAC 2005
(18 Core Services)
15
Service Transformation and Democratic Citizenship
Each service experienceis a moment of truth
Strengthens or weakensconfidence in public institutions and democraticcitizenship
Both the challenge and theglory: improving service delivery in the public sector
16
The Public Sector Value Chain*
Modern and Transformed Government
Strong services internally and externally contributeto confidence in the public service
Engaged &
Supported Employees
Internal Services
External Services
Trust&
Confidence
CitizenService
Satisfaction
*Heintzman and Marson 2003
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
Identified Drivers of Employee Satisfaction and Commitment
Engaged and Supported Employees
WorkEnvironment
Goals &Mandate
Leadership &Management
Workload
ToolsTo do job
Career Development
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
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
Continuing our Transformation Journey
Celebrate
Leverage
Success
and
Assets
GOLGOL
& &
SIISII
To To
strengthestrengthen resultsn results
Equipped to tackle successfully new Equipped to tackle successfully new transformation challengestransformation challenges
GoC Service GoC Service Transformation Transformation
InitiativesInitiatives
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
5Better Management Through“Acting as One”
Aligned
Shared
Common
TodayTomorrow
“Acting as One”
The Change levers.
Unaligned
Enterprise policies, standards, directives, etc
Common and Shared Service Providers
Enterprise focus andalignment
Enterpriseinvestment decisions
3
Management in Government
Strategic Objective
Areas of Focus
KeyEnablers
Management ExcellenceGovernment is well managed and accountable and
resources are allocated to achieve results
Management ExcellenceGovernment is well managed and accountable and
resources are allocated to achieve results
ManagementOversight
ManagementOversight
ExpenditureManagementExpenditureManagement
Service TransformationService Transformation
Public Service RenewalPublic Service Renewal
23
Lessons Learned
Key Lessons Learned
Leadership,
Governance and
Accountability*
Citizen’s
involvementFunding
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
What was unique about GOL?
Public OpinionResearch
CrossJurisdictions
Setting of and Measurement of
Targets
Whole of Gov’t Citizen Centric
BizPaL
25
Where are we going?
Policy SuiteRenewal
Grants & Contributions
Identity Management
Public ServiceValue 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
CitizenService
Satisfaction
SECURITYCONTEXT
SERVICE DELIVERY
CONTEXT
IDENTITYMANAGEME
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 DIRECTIVES18 STANDARDS3 GUIDELINES
15 DIR
ECTIVES
1 STANDARDS
21 GUID
ELINES
Peopl
e
Fram
ework
6 POLICIES
FinancialManagementFramework
3POLICIES
8DIRECTIVES
1STANDARD
15GUIDELINES
7 DIRECTIVES7 STANDARDS2 GUIDELINES
6 POLICIES
Assets &Acquired Services
Framework
OfficialLanguagesFramework
3 POLICIES
9 DIRECTIVES
2 STANDARDS
5 GUIDELINES
5 POLICIES
Governance and Expenditure
Management Framework
CompensationFramework
4 Policieslinked to
FoundationFramework
PROPOSED SET OF TB POLICY
INSTRUMENTS
M other Of AllFoundation
F ramework
Values and EthicsCode for the Public
Service
12 Polic
ies
7 DIRECTIVES
4 POLICIES
1POLICY
ServiceFramework
Information andTechnologyFramework
5 DIR
ECTIVES
22 STANDARDS
BUSINESS CHALLENGES
RECIPIENTSSERVICES
PROCESSESRULESDATA
SUBJECTMATTEREXPERTS
G & G Program Resources
Input from Blue Ribbon Panel
Path
find
ers(18 m
on
ths)
Program of Change
(5 – 7 Years)
Service Transformation in the Government of
Canada
Presentation to the International Consortium on Governmental
Financial Management (ICGFM)
Ken CochraneChief Information Officer of the Government of Canada
RDIMS:
May 21, 2007
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