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ARCHIVED - Performance Measurement for the Government On-Line Initiative
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On-line services
In addition to improving access, the GOL initiative is developing an on-line option for 130 of the most commonly used federal information and transaction services – those services that touch the lives of the greatest number of Canadians.
The short-term outcomes are to increase the on-line availability of credible and relevant federal information, as well as a critical mass of services. Extensive information holdings increasingly are being made available through the Internet, either in support of on-line transactions or as services in their own right. As this happens, departments and agencies are upgrading processes to manage these holdings – to ensure that they are accurate and up-to-date – and are offering them in plain language formats. Putting the most commonly used federal services on-line is building and sustaining the momentum (the "critical mass") for e-government. These services are easy and convenient to use, thus encouraging clients to use the Internet to interact with the federal government on a regular basis.
The medium-term outcomes of a critical mass of appropriately marketed on-line services will include increasing the client take-up of these services, ensuring that all individuals and businesses that want to use the Internet channel do so. As clients become aware of the benefits that on-line services offer – including more complete information, time savings, cost savings, simplified interactions – and as they are able to conduct an increasing variety of transactions with the federal government through the Internet, they will use on-line services more frequently and for more types of transactions. Further, continued client demands for service improvement and lessons learned through the GOL initiative will help build capacity within the federal government for more fundamental transformation of service offerings and service delivery in the medium- to longer-term.
Fundamental service transformation – the complete rethinking of programs, business processes, and associated policies to achieve significant client benefits and federal savings – is not possible by the end of 2005. However, efforts to date in restructuring information, services, and Web sites according to client expectations provide a foundation and an impetus for more profound changes.
