Strategies and Framework for Government On-Line: A Canadian Experience

Transcription

1 Strategies and Framework for Government On-Line: A Canadian Experience Michael Turner Assistant Deputy Minister Public Works and Government Services Canada Christine Desloges Senior Director Treasury Board Secretariat of Canada World Bank E-Government E Learning Workshop, Washington D.C., June 18, 2002

2 2 A New Management Paradigm for Government We have a networked society and economy... and an industrial-aged government. Stephen Goldsmith, Harvard Professor and Presidential Advisor (2001) Governments need to establish and articulate a clear vision of how they wish to evolve as institutions... David Zussman,, President, Public Policy Forum (2002)

3 3 Leadership and Strategy for E-GovernmentE! Setting the course and establishing objectives! Determining the state of readiness! Strategizing leadership, boundaries, structures, activities! Addressing key issues Governance structures Common technology infrastructure services Service transformation and improvement Human capital management Policy frameworks

4 4 Setting The Course! National Objectives! Examples Unique to each nation Your priorities Your national focus Service improvement focus (Canada, U.K.) Cost saving focus (U.S.A.) Export Market focus(costa Rico, India) National capacity/domestic market focus(brazil) Global positioning focus (Malaysia) Development goals focus (South Africa & Estonia))

5 5 The Government On-Line Vision The Vision Using information and communication technology to enhance Canadians access to improved citizen-centred, centred, integrated services, anytime, anywhere and in the official language of their choice E-Service Delivery Target Most frequently used services on-line by 2005 Service Improvement Target 10% increase in citizen satisfaction by 2005 a government-wide approach to service and infrastructure

6 6 State of Readiness Is Government Ready? Typical E-Government E Transition Path: Integrated service delivery Online transactions with citizens and businesses Some Internal online automation (e.g. Electronic procurement funds, payment,..) Few websites providing information access No government resources are online

7 7 State of Readiness - Is the Country Ready? 98.6% of households have a telephone % of households have cable 1 Established Public access sites in 15,000 schools, libraries and rural communities, plus 5,000 CAP sites; launched Fall Statistics Canada 2 Ekos, Spring Ipsos-Reid, April 30, % of households have cell phones 2 100% geographic coverage by satellite 1 71% households have a computer 2 60% households have Internet access 3 75%Canadians overall have internet access 3

8 8 Strategizing E-GovernmentE! Leadership Mobilize political leadership Visible and active support Bring internal stakeholders together at a senior level Awareness, Ownership Champions Sustain commitment and engagement at the highest level of government We have set the ambitious target of getting our services on-line... This goal sends a clear signal that we mean to win the global race to harness the potential of the Internet. Prime Minister Jean Chrétien (2001)

9 9 Strategizing E-Government E (Continued)! Establishing the Boundaries Determine scope of your target environment How E-Gov E services supplement existing capabilities Decide geographic and program reach Commit to timeframe! Establishing the Structures and Frameworks Legislation and policy framework Governance and management framework Delivery framework

10 10 Strategizing E-Government E (Continued)! Developing the Business and Technical Architecture Decide on business and technical architecture and standards Develop common E-govE infrastructure where possible Shared networks Common application hosting! Encouraging Horizontal Collaboration among Stakeholders Develop plan to fit within broader national agenda Build and govern web content Each web area to have a champion Services structured based on life event or citizens need Provide incentives for joint application development Pilots, experiments, pathfinder projects Incentive funds, project criteria

11 11 Strategizing E-Government E (Continued)! Maintaining the Course Create and sustain the culture of change Reward initiative Protect the vulnerable Horizontal collaboration Provide funds for joint E-services E development Build E-Gov E infrastructure & share its management Feedback and review Constituency management look after the stakeholders Citizen s feedback & survey, focus groups

12 12 E-Government Is a Complex Undertaking Public Access Strategy Procurement Cluster / Portal Communications Digital Service Standards Human Capital Management Pathfinder Projects Citizen Needs E-Government Requires ICT Infrastructure Privacy and Security Digital Branding Political Leadership Governance and Accountability Business Processes GOL Framework Funding / Resourcing Strategy Information Management

13 13 The GOL Governance Structure Department Heads Provide leadership and direction CIO Council Sr. Dept Executives GOL Leads Forum Infrastructure Service Vision Service Transformation Policy Issues IM & Policy Working Groups Working Groups Working Groups

14 14 Common Secure Infrastructure: The Secure Channel Vision Time- Stamping PWGSC Employee Businesses Senior Cluster Kiosk Trusted Partner PC PC Cluster Portal Global Internet Partner Portal GoC PORTAL Internet Directory Secure Channel IDS Network IVR PKI Firewall PWGSC Portal Services Broker HRDC Portal Cluster Portal CCRA Portal GoL Application Youth Cluster E-Procurement to Settlement CCRA HRDC Kiosk Employee Employee Individuals Kiosk Public Switched Telephone Network Call Centres GoC PKI PC IDC GoL Application GoC Directory GoC Common Services

15 Government from the perspective of a client Low Income Pensioner Retired Death Birth School Allison s Life Work Sickness Disability Homeless Unemployed Volunteer Maternity / Paternity 15 Student Loan Repayment Student Loan Child Tax Credit SIN Insurance Premium OAS Survivor Allowance CPP Death Benefit CPP Contribution CPP Survivor Pension CPP Child Benefit Employment Insurance OAS - GIS OAS - Allowance CPP Disability OAS Pension Disability Tax Credit CPP Pension Employment Leave Education Savings Grant Community Assistance Child Tax Credit Employment Insurance Grant Contribution

16 16 Government from the perspective of a business Copyrights Imports Exports Invoicing Bidding Patents Trademarks Vendors Intellectual Property Customs Permits & Licenses Import/ Export Spectrum Hazardous Materials Registration Allison s Business Business Number ROE Registration Environmental Regulatory Filings Financial Assistance Taxes GST Source Deductions Grants/Loans Subsidy Programs Corporate Taxes

17 17 Service Transformation Types of Opportunities! Departmental service transformation including integration with other levels of government! Horizontal services benefiting many or all departments! Joined-up interdepartmental / multi-jurisdictional services for individuals and businesses

18 18 Examples of Department-Driven Driven Service Transformation Services for Canadians " Income tax (NetFile( NetFile) " Employment insurance " Job search " Passport application and renewal " Veteran s pensions, allowances and health care " First Nations healthcare record " First Nations registry card Services for Businesses " Corporate taxes " Record of employment " Farm income support " Statistical surveys " Incorporating a business " Grants and contributions Services for Non-Canadians " Doing Business with Canada; " Travel at Home and Abroad " Immigration application

19 19 Opportunities for Horizontal or Common Services Single site to:! obtain federal publications! participate in on-line consultations! register as a vendor! apply for financial assistance / benefits! get information on GoC grants and contributions Internal to government:! pension calculator! pay check on-line! internal claims (travel, leave) Common services:! e-supply chain (procurement, purchasing and payment)! payments to government! common metrics solution across gateways and clusters! common content management approach! common user support

20 20 Lessons Learned Service Transformation! Clustering was the right starting point Created momentum quick, big win Began a culture change of working horizontally platform for integrated services Highlighted many horizontal issues, e.g., governance, partnerships, metrics, content management, service standards Highlighted some transformation opportunities! Next step is to move from information and services that are grouped together to those that fit together! Seizing transformation opportunities is difficult tests partnerships and commitment to citizen-centred centred service

21 21 Human Capital Management 1980 s 1990 s 2000 s Industrial Age Accelerated Transformation Information Age Hierarchical decision-making Specialized and narrowly defined jobs Efficiency-oriented processes and methods Decisions and communications occur throughout the organization Jobs are more fluid and flexible Citizen-centred service delivery Competencies #Planning #Organizing #Controlling #Communication #Managing #Resourcing Competencies #Communication #Team-building #Flexibility #Innovation #Negotiation #Risk-taking Competencies #Leadership #Relationships (horizontal) #Strategy #Analysis #Business #Levering technology

22 Human Resource Issues! Will ICT skills be available within government?! Will private sector be engaged?! Will union fear job loss?! Will public servants support change?! Will management be flexible?! Will the culture allow collaboration? 22

23 Policy Frameworks and Tools Policy frameworks: privacy security information management service quality procurement Toolkits: Common Look and Feel business transformation human resources competencies privacy impact assessment GoL supply arrangement common measurement tool 23

24 24 The Privacy Impact Assessment Policy (PIA)! Provides consistent framework to identify and resolve privacy issues sues during design or redesign of programs and services! As of May 2, 2002, PIAs mandatory for situations where privacy issues may by be inherent including: increased collection, use or disclosure of personal information broadening of client populations; shift from direct to indirect collection of personal information new data matching or increased reuse or sharing of personal information! Summaries of PIAs to be made available publicly! Policy and guidelines available at ww.tbs.tbs-sct.gc.casct.gc.ca

25 Management Challenges! Establishing E-government E national objective! Building internal commitment and ownership! Involving constituents and meet their expectations! Effecting change in the public sector environment! Obtaining adequate funding! Managing complexity, risk and costs! Establishing appropriate governance structure 25

26 Some Final Thoughts! Focus on the goal! Establish leadership & buy in! Find the required resources! Maintain pressure for progress on many fronts! Invest in the building blocks 26

27 Strategies and Framework for Government On-Line: A Canadian Experience Michael Turner Assistant Deputy Minister Public Works and Government Services Canada Christine Desloges Senior Director Treasury Board Secretariat of Canada World Bank E-Government E Learning Workshop, Washington D.C., June 18, 2002