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ARCHIVED - Performance Measurement for the Government On-Line Initiative
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Gateways and integrated Web portals
One of the most common barriers that clients encounter is not knowing which department or agency, or which level of government, is responsible for delivering which service. In response to this, the federal government, as part of the GOL initiative, has developed integrated Web sites and portals – single points of access to on-line information and services.
The short-term outcomes include increased convenience to clients of on-line federal information and services. Integrated Web portals are making services easier to find by organising information according to the client's, not the government's, perspective – that is, according to subject or audience – and by grouping related offerings together, beginning with the federal government but including services from other jurisdictions over time.
In the medium-term, integrated Web portals will help increase the take-up of on-line federal services by improving Canadians' awareness of the range of on-line services available to them, and help promote more fundamental transformation of service delivery from the citizen's/client's perspective. When clients can easily find the services they want through the Internet, they will be more likely to use this delivery channel rather than traditional ones, such as the phone or an in-person visit. As well, rationalising grouped information will help eliminate overlap, potential conflicts, and gaps among information and service offerings, as well as promote the rethinking and integration of business processes. This transformation work will require new governance models, and will extend beyond the GOL timeframe.
