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ARCHIVED - Performance Measurement for the Government On-Line Initiative
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Service Transformation |
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Indicator(s) |
A fundamental rethinking of business processes; use of shared or common solutions where this makes sense Collaboration with other departments, jurisdictions, the private sector, and NGOs in order to provide truly integrated service delivery from the perspective of citizens/clients |
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Additional explanation of what is being measured |
The GOL initiative is pursuing service transformation both at the "whole of government" and at the service level. All federal institutions are required to implement a "common look and feel" for their Web sites. This includes use of common symbols so that Canadians can easily distinguish between federal and non-federal programs and services, as well as a common layout and tools so that sites are easy to navigate. A series of gateways and portals have been created on the main Government of Canada Web site – the Canada Site. They are single points of access to related information and services organised according to the citizen's/client's perspective. Together, this work has transformed the electronic service face of the federal government. The Secure Channel provides a common infrastructure as well as common authentication and security services. Common tools include Web metrics, a content management system for gateways and portals, common metadata training, and an on-line business transformation kit. These services and tools provide a foundation for more fundamental service transformation and integration. In addition, the GOL initiative is encouraging departments and agencies not just to put services on-line, but also to transform the way they deliver them to clients. As the 2000 Framework for Government On-Line states: "Business processes and practices within and between federal departments and agencies will be reviewed and revamped and where appropriate streamlined to combine service offerings, resulting in electronic client-centric services…There are various degrees of integration from simple hyper-linking of relevant information right through to multiple partners co-managing one end-to-end service. Departments and agencies will decide on the level of integration that best meets their clients' requirements" (p. 6). |
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Measurement Level and Technique |
Measurement at the "whole of government" and at service level primarily using self-assessments |
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Primary tool(s)/data source(s) |
1) Departmental reporting on GOL plans and progress – the reporting includes three types of data related to service transformation: a model to measure the current level of transformation as well as what is expected by 2005; current and planned partnerships; and scores from the service maturity model (described in the critical mass of services section of this report) – What is the transformation model? The model is a way of conceptualising what transformation is, and how services transform over time in order to better meet client needs and expectations. Specifically, the transformation model is a four-stage continuum that begins with grouping of related information to facilitate access, and concludes with a complete and "seamless" service experience. (A complete description of the model can be found in Appendix #3 of this report.) – How does the model work, and what are the implications for the 2005 target? For each GOL service, departments and agencies self-assess both the current level of transformation – i.e., where it is on the four-stage continuum – and the future target. There is no requirement that services will reach the highest level by 2005. Transformation goals are set depending on benefits to clients, risks, departmental capacity, and available resources. 2) Secure Channel roadmap, outlining plans for the provision and use of Secure Channel services |
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Summary of results achieved in 2003 |
Mixed – While progress is being made in laying a foundation for fundamental service transformation, few GOL services will have achieved this objective by the end of 2005. Almost all services identify at least one portal on the Canada Site through which they are primarily accessible to individuals and businesses. There is also strong demand for the Secure Channel, a common tool enabling all departments and agencies to offer sophisticated on-line services to their clients. About one-tenth of GOL services are planning to achieve the highest levels of development by the end of 2005, as measured by the service maturity model ("levels 8-9" for information services and "level 9" for transaction services); a majority of them will involve federal and/or interjurisdictional partnerships. More than two-thirds of GOL services are currently doing some type of transformation work, but in most cases this is simply grouping related components together on-line. About one-quarter of these services are targeting the top two levels on the transformation model by the end of 2005, integration of related offerings (e.g., agreements with other organisations to work together, easy movement across delivery channels, and joined-up back-office systems) and seamless service across organisations and channels, respectively. More fundamental service transformation efforts will need to extend beyond the GOL timeframe and investment in order to be realised. |
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Raw data |
"Whole of government" transformation
– In keeping with the "no wrong door" principle, these services are also accessible through departmental Web sites – Data on the use of gateways and portals by individuals and businesses can be found in the take-up section of this report
– 29 departments and agencies (77 applications) indicate that they need the Common Registration Service in 2004, 22 departments (45 applications) that they need ePass, and 10 departments (18 applications) that they need the Receiver General Buy Button – Data on the use of ePass and the Receiver General Buy Button by individuals and businesses can be found in the security section of this report Transformation of GOL services
– 23 services involve federal partnerships, 18 interjurisdictional partnerships, and 49 both federal and interjurisdictional partnerships
– By 2005, seven information services (11%) will offer their clients this kind of functionality – AAFC's "Agri-food Trade", ACOA's "Information Sharing and Exchange", IC's "Business Intelligence Products – Strategis", "Consumer Services", and "Corporate Name Search – NUANS", NRCan.'s "Geographical Applications", and Stat. Can.'s "Communications and Dissemination" – A majority of these services (four) will involve federal partnerships, and most (six) will involve partnerships with other jurisdictions
– By 2005, six transaction services (nine percent) will offer their clients this kind of functionality – CH's "Parks Canada's On-line Reservation and Ticketing System", DFAIT's "Export/Import Controls Systems", HRDC's "Employment Insurance Services for Individuals" and "Record of Employment on the Web", IC's "Federal Incorporations", and INAC's "Aboriginal Employment" – Half of these services will involve federal and half interjurisdictional partnerships
– 63 of these 88 services have grouped related components together (primarily at the federal level) to improve access – 12 services have developed interoperability (both federally and across jurisdictions), and include some coordination across channels, to personalise service; 30 services will be at this level by 2005 – 11 services have integrated related offerings to provide clients with bundled solutions, including agreements with other organisations to work together, self-service and easy movement across delivery channels, and joined-up back-office systems; 25 services will be at this level by 2005
– Two services provide clients with complete and seamless service across organisations and channels – IC's "Corporate Name Search – NUANS" and "Federal Incorporations"; 12 services will be at this level by 2005
Leading-edge technology and integrated service delivery pilots
– Interjurisdictional pilots included: AAFC's "Farm Safety Nets Electronic Service Delivery"; Health Canada's (HC's) "Researcher Profile Database – CIHR" and "Provincial/Federal First Nations Telehealth Project"; IC's "Business Start-up Assistant", "Consumer Complaints Registration and Distribution", and "On-line Joint Registration Pilot"; NRCan.'s "A Regional Lens on Canada's Land and Resources"; and Public Works and Government Services Canada's (PWGSC's) "Electronic Delivery of Programs and Services"
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Plans for improvement
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– Projects include: "National Routing for Vital Statistics", "My Account for Individuals and Businesses", "R�sEau – The Canadian Water Connection", "Third Party Privilege Management and Business Authentication", "Common Business Authentication", "Permits and Licenses (BizPal)", and "Live, Learn, and Succeed in Canada"
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