The Canada Site Bringing it Together The Canadian Way

Transcription

1 The Canada Site Bringing it Together The Canadian Way January 2003

2 The Formative Years The Government of Canada s first official Web presence a central access point to a variety of Government web sites featuring programs and service information facts and fun quizzes about Canada and its government focused on being a content driven site Continued evolution always a priority Links to new government sites grew exponentially as did the number of sites that linked to the Canada Site as the common point of access Direct interaction with the public and learning from their feedback

3 A Reliable Site Information organized by: subjects programs and services About Canada About Government departments directories Service - User Support is answered toll-free support available on the site in 1998

4 The Government s Commitment Our goal is 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 at the time and place of their choosing. Speech from the Throne October 12, 1999

5 The New Millennium A Focus on Citizens Government On-line Initiative (1999) Speech from the Throne commitment for on-line service delivery (interjurisdictional) Service Canada Initiative (1999) introduction of service and channel integration (channel of choice) using existing services (Canada Site, O- Canada) and establishing in-person access centres Service Improvement Initiative (2000) policy on quality and standards for service delivery

6 Users couldn t get the services they needed ¼ citizens did not know how to find government services Of the rest, ½ experienced various access problems: Telephone lines were busy I got bounced from one person to another I got conflicting information Trouble with voice mail or answering systems I received incorrect information No one took time to explain things Parking was difficult I couldn t find it in the phone book I didn t know where to look I had to travel too far *Erin Research 1998

7 What Canadians Want Through ongoing public opinion research, Canadians tell us how they like our services and make suggestions for improvements. Canadians want: Easy choices Easy access to information Easy access to services Easy means to provide input

8 Common Look & Feel June 2000 Version First full implementation of Common Look & Feel Features: common navigation elements button placement, terminology, colours new search engine on-line brochures/surveys featured announcements

9 New feature: Advanced search capabilities Common Look & Feel June 2000 Version Able to search Canada Site and all other Government of Canada sites Search Help features Link to other Government of Canada search engines

10 New feature: On-line brochures and services Common Look & Feel June 2000 Version Programs and services organized by topics (InfoCentre) Publications available by Department Access to Government of Canada forms

11 Client-Centred Service Delivery Client-centred service delivery is the core principle guiding the development of the Government of Canada s service delivery strategy. This means bringing together information and services across organizational boundaries into groupings that make sense to clients.

12 Clustering information and services around clients The Canada Site Clustering: bringing together relevant information and services across organizational boundaries into groupings that make sense to clients - one-stop electronic access Department & Agency Sites

13 First Step How should information & services be clustered? Life Event? Client Group? Subject?

14 Cluster Blueprint The Canada Site Business Canadians Non-Canadians Start-up Financing Taxation Regulations HR Others Jobs Health Taxes Youth Seniors Others Going to Canada Canada & the World Doing business with Canada Others

15 Government On-line January 2001 Version First official GOL version of the Canada Site Incorporated citizen feedback from the Cluster Blueprint

16 New features: Customization Users can create pages of favourite links listed by section Gateways and Clusters Three gateways: Canadians Non-Canadians Canadian Business Enhanced Features: E-Services and Forms New toll free service for navigation and technical help How do I section Government On-line January 2001 Version

17 Success Factors Keep it simple Keep it Canadian Keep it non- partisan

18 Canada Site Main Page The Citizens Perspective March 2002 Version Harmonization with Services for Canadians Consistent navigation bar Multiple ways to find information (based on qualitative research results): subject audience department A to Z Index search engine

19 Canada Site Main Page (continued) Reordered list of gateways Reference to services rather than gateways Simplified text and description Short survey The Citizens Perspective March 2002 Version Accessibility features

20 New feature: Enhanced e-forms and services User has a choice of how to find e- forms and services; E-forms organized by subject, audience and alphabetically E-services include subscription/ notification New Quick Links Search feature allows user to enter a keyword or phrase and return results specific to the E-Forms and Services section of the Canada Site The Citizens Perspective March 2002 Version

21 New features: Quick Tips Empowering users by providing knowledge to gain more from their web experience Teaching users how to make the best use of the Canada Site and the built-in features of their browser Keyboard shortcuts (browser specific & as per availability) A very first, tiny step in our work to begin to bridge the digital literacy divide The Citizens Perspective March 2002 Version

22 The Citizens Perspective March 2002 Version New feature: notification Allows users to choose sections of the Canada Site that are of interest to them, and receive updates via when new links are added to these sections Users can add, remove or modify their choices at any time Users can choose to unsubscribe at any time

23 On-line Publications 2002 and Beyond New feature: GoC Publications Comprehensive database of all GOC publications free and priced print, electronic, and alternate format Development of common shopping cart

24 Growing expectation for on-line consultation in Government The Canada Site will be a central portal for citizens to voice their opinions once on-line consultation is accepted in Government On-line Consultation/ E-Democracy 2002 and Beyond

25 Secure Channel 2002 and Beyond E-pass obtain unique electronic credential - permitting you to access on line government programs and services that require enhanced security measures, including secure electronic signatures check or change your home address, your mailing address, and your phone number(s) online

26 Drivers for the future Wireless New Technologies-Innovation 2002 and Beyond GoC Wireless Portal distinct and specific needs key services and information 3G Voice/IP

27 Challenges 2002 and Beyond Understanding and meeting public expectations (more content, faster) Content management strategy Ensuring inter-operability across Technology Infrastructure (i.e.. Secure Channel) Service Integration within Government Comprehensive search Multi-language environment, availability, bandwidth Consistency in service standards and user support Ensuring channel of choice Customization Accessibility Maintaining human resource capacity Ensuring channel of choice

28 Canada: Leading the Way On-line Information and Services Since its beginning seven years ago, the Canada Site has evolved from a collection of simple links to being acknowledged as a world class portal and being recognized, internationally, as an innovative example of being truly citizen centric.

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