government of canadagouvernement du canada government on-line chief information office treasury...
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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
3Government of Canada Gouvernement du Canada
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
4Government of Canada Gouvernement du Canada
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
5Government of Canada Gouvernement du Canada
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
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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
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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
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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
9Government 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
10Government 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 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
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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:
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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
13Government of Canada Gouvernement du Canada
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
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The Canada Site (canada.gc.ca) meets client needs,...
…provides easier access...
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…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
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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:
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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
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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
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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
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23Government of Canada Gouvernement du Canada
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
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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