Service Transformation in the Government of Canada Presentation

Service Transformation in the Government of Canada Presentation to the International Consortium on Governmental Financial Management (ICGFM) May 21, 2007 Ken Cochrane Chief Information Officer of the Government of Canada RDIMS:

Canada - An overview Geography w 9, 984, 670 square kilometres w 6 time zones Demographics w Population of 31 million w 2 official languages w Mixture of rural & urban – 77% live in cities and towns Three Levels of Government w Federal (126 departments and agencies) w Provincial / territorial (13) w Municipal (more than 5000) Canadians are among the most connected in the World 2

Management in Government Strategic Objective Areas of Focus Management Excellence Government is well managed and accountable and resources are allocated to achieve results Management Oversight Expenditure Management Service Transformation Key Enablers Public Service Renewal 3

Scope of Federal CIO IM IT Security Privacy ATI Service Policy Development & Compliance Management Oversight Community Development Enterprise Architecture Fed / Prov & International Cooperation Accessibility Research and Analysis 4

Better Management: “Acting as One” Tomorrow Today Policies Aligned Investments Shared Unaligned Shared Service Providers Enterprise focus and alignment Common The Change Levers. 5

How Does the Federal CIO Get Things Done • Policies • Management Accountability Framework (MAF) • Project Oversight • TB Submissions • Community Engagement 6

Evolution of the Service Agenda Service Maturity In-depth CASS analysis (2005) 1 st Wave to IT-SSO Starts (2005 -2006) GOL & SII Sunset (2006) Expenditure Review (2004) Service Canada (2005) CISD recommendations to Ministers (2003 -04) TBS studies shared services (2001 -02) Go. C Service Transformation Initiatives Service Visions & 1 st ST Initiatives (2004) Service Improvement Initiative (2000) GOL launched (1999) Time 7

Government On-Line & Service Improvement Initiative Tier Three Seamless Government GOL Tier Two Federal Electronic Service Delivery Tier One On-line Presence 1999 TIME 2006 Phase Three SII Phase Two Annual reporting & progress towards 10% goal All departments measure client satisfaction & plan improvements Phase One SII guidelines in lead Departments and Agencies 8

GOL and SII have been GC priorities Government On-Line: • One pillar of Connecting Canadians • In partnership with 32 departments/agencies Smart Canadian Electronic Governme. Connecting Canada to nt Online Communiti Content Commerc es e Online On-Line the World • 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 9

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: § • Biz. Pal, 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 e. Government and service delivery • • • Canada ranked #1 in Accenture’s annual ranking of e. Government efforts among 22 countries for 5 years in a row (from 2001 to 2005) Consistently at or near the top of international e. Government assessments 2006 Finalist for UN Public Service Award 10

A Strong Foundation in Research Reports available at: www. iccs-isac. org 11

Government of Canada Internet Panel § In existence since 2001 Accenture called the Panel “INNOVATIVE” (2003) § 50, 000+ Canadian Internet users § Collaborative research using latest technology to connect with Canadians – leverage research dollars/reduce duplication of effort GOAL § Managed by TBS…but sometimes co. Assemble representative panel of Canadian Internet users for funded feedback on service delivery, policy and program issues. 12

Using the Panel WHAT WE TEST Web Sites Programs/ Policies Communications/ Concepts Traditional research + A touch of innovation 13

… and making a difference for citizens The Government of Canada has Achieved a 12% Improvement in Citizen Satisfaction Service Quality Scale (0 -100) Compared to Citizens First 1998 (18 Core Services) 80 70 60 60 61 1998 2000 64 67 2002 2005 50 40 30 20 ©ICCS-ISAC 2005 14

Service Transformation and Democratic Citizenship Each service experience is a moment of truth Strengthens or weakens confidence in public institutions and democratic citizenship Both the challenge and the glory: improving service delivery in the public sector 15

The Public Sector Value Chain* Strong services internally and externally contribute to confidence in the public service Engaged & Supported Employees Internal Services Citizen Service Satisfaction Trust & Confidence External Services Modern and Transformed Government *Heintzman and Marson 2003 16

The Public Sector Service Value Chain Employee Engagement DRIVERS OF PERFORMANCE Citizen/Client Service Satisfaction DRIVERS OF PERFORMANCE Citizen Trust & Confidence In Public Institutions DRIVERS OF PERFORMANCE © Heintzman and Marson 2006 17

Identified Drivers of Employee Satisfaction and Commitment Engaged and Supported Employees Tools To do job Goals & Mandate Leadership & Management Work Environment Career Development Workload 18

Identified Drivers of Service Satisfaction These satisfaction drivers and their relative importance are consistent with those found in previous Citizens First Studies Citizens First 4 CLIENT SATISFACTION Knowledge Timeliness Fairness Outcome Extra Mile ©ICCS-ISAC 2005 19

Identified Drivers of Trust and Confidence in the Public Service Strong services contribute to confidence in the public service Citizens First 4 CONFIDENCE In Public Service Strong services Benefits to citizens ©ICCS-ISAC 2005 Equal & ethical treatment Strong leadership & management 20

Continuing our Transformation Journey Equipped to tackle successfully new transformation challenges GOL & SII Success and Assets Celebrate Go. C Service To strengthen Transformation results Initiatives Leverage 21

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 22

Lessons Learned Project Management Inter-Jurisdictional and International Collaboration Take-up & Adoption* Citizen’s involvement Funding and Key Lessons Learned Sustainability* Leadership, Governance and Accountability* Organizational Risk Readiness Management (HR Capacity) Partnership Performance and Measurement * Areas to focus to advance greater service transformation 23

What was unique about GOL? Whole of Gov’t Citizen Centric Biz. Pa. L Setting of and Measurement of Targets Public Opinion Research Cross Jurisdictions 24

Where are we going? Public Service Value Chain Service Transformation TRANSFORM Internal Services Engaged & Supported Employees Increase program and service delivery capability Citizen Service Satisfaction Trust & Confidence External Services Policy Suite Renewal Prevent productivity loss and asset deterioration MODERNIZE Identity Management Process and asset utilization improvement MAINTAIN Grants & Contributions Input from Blue Ribbon Panel PROPOSED SET OF TB POLICY INSTRUMENTS • Biometrics • Standards • National Security and Government Security Policy ES IV DS S CTARINE RE D L DI ANDE I 15 ST U s 1 1 G ie 2 lic Po 12 • Privacy • Common and Shared Services • Service Transformation SERVICE DELIVERY CONTEXT • Document Integrity • Multi-Jurisdictional Services • Unique Identifiers 8 DIRECTIVES 1 3 Compensation STANDARD POLICIES Framework 4 Policies linked to Foundation Framework M other Of Foundation All Values and Ethics Code for the Public Service 9 2 D 5 ST IRE GU A C IDND TIV EL AR E 5 PO Go IN D S ESS LI Maver CI na na ES ge nc m ea en n t d. E Fr x am pe ewndit or ur k e Official Languages 3 POLICIES 7 DIRECTIVES Framework 15 GUIDELINES BUSINESS CHALLENGES SUBJECT MATTER EXPERTS PROCESSES RULES DATA F ramework Financial Management Framework 6 POLICIES Service Framework 1 Information and POLICY Technology ES S Framework IV RD Assets & Acquired Services CTDA Framework RE N 4 POLICIES DI A 5 2 ST 6 POLICIES 2 RECIPIENTS SERVICES Pathfinders (18 months) International requirements Identity proving Authentication IDENTITY PKI MANAGEME NT SECURITY CONTEXT Fr Pe am o p ewle or k • • 14 DIRECTIVES 18 STANDARDS 3 GUIDELINES Program of Change (5 – 7 Years) G & G Program Resources 7 DIRECTIVES 7 STANDARDS 2 GUIDELINES 25

Service Transformation in the Government of Canada Presentation to the International Consortium on Governmental Financial Management (ICGFM) May 21, 2007 Ken Cochrane Chief Information Officer of the Government of Canada RDIMS: