Government OnLine: Serving Canadians in a Digital Age

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Government On-LineServing Canadians in a
Digital Age
Presentation to Professional Practices
Students Faculty of Engineering and
Design Carleton University

• Jill Velenosi
• Deputy Chief Information Officer
• Government of Canada
• March 11, 2002

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Governments are investing in getting on-line...

• Strengthening their relationships with citizens
• improve services (access, quality,
  responsiveness)
• facilitate participation in policy making
• enhance accountability and transparency
• Strengthening their economies
• reduce cost and burden of transacting with
  government
• encourage innovation
• encourage e-commerce
• Renewing their public administrations
• innovate to update internal processes
• renew the work force

to remain relevant and responsive
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The federal government today...

• 126 departments, agencies, Crown corporations
• Many partially decentralized
• Offices from coast to coast
• Responsible for more than 1600 programs and
  services
• 160,000 public servants (not including separate
  agencies and Crown corps.)
• IM / IT spending approximately 3.8 billion
  annually

... large and complex
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Technology underpins government operation today...

• Average of 4 million page requests per month on
  the Canada main web site (www.canada.gc.ca)
• 100,000 visitors to the Job Bank every day
  (46,000 jobs on-line each day)
• 1.5 million tax returns filed via Internet in
  2001
• more expected this year
• 6 million e-mail exchanges within government
  every day

and enables a smart government for the future
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Government On-Line driven by growing Internet use

• In the last three months, 51 of Canadian
  Internet users visited a government web site
• Communication Canada, January 2002
• 81 consider greater emphasis on the use of
  information technology by governments to be a
  move in the right direction
• EKOS, Fall 2001
• 73 of Canadians who use the Governments
  Internet-based information or services were
  satisfied with the overall quality
• Communication Canada, Winter 2001

• 69 of Canadians (82 of youth) have Internet
  access
• Communication Canada, January 2002
• Canadians spend the most time on-line in the
  world (9.1 hours per week)
• Communication Canada, Spring 2001
• 69 of SMEs and almost 100 of larger enterprises
  use the Internet
• Canadian Federation of Independent Business,
  August 2000

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Government On-Line supports...
Quality
Service
In-Person
Telephone
Internet
service delivery transformation across all
channels
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Towards a GOL vision for 2005

• Using information and communication technology to
  
• enhance Canadians access to
• improved citizen-centred, integrated services,
• anytime, anywhere
• and in the official language of their choice

• Core assumption
• GOL is a service initiative, designed to improve
  services across all channels
• 2005 is a major milestone against which
  departmental and cross-government achievements
  will be assessed
• If done right, transformation will continue
  beyond 2005

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Canadas Government On-Line priorities

• Most commonly used information and transactional
  services on-line
• priorities will reflect client benefits as well
  as opportunities for effectiveness
• Common infrastructure
• common electronic service platform to integrate
  and support secure Internet, telephone and
  in-person services
• Policy, standards and practices
• address key policy issues privacy,
  authentication, security, information
  management, procurement, risk management
• Communications
• broader citizen engagement through on-line
  consultations and public reporting
• Concerted approach to human resources
• the right skills for electronic and other service
  delivery

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Consequences for government

• To achieve benefits for citizens, the GOL
  initiative must be
• Co-ordinated to achieve progress across GoC
  (common infrastructure, policies, etc.)
• Collaborative across departments and
  jurisdictions, involving the private and not-for
  profit sectors
• Cost neutral across service delivery channels
  increase use of self-service channels for routine
  transactions
• Transformative, moving towards service
  re-engineering and integration, over time, where
  it makes sense
• Innovative, using proven best-of-breed
  technologies and private sector partnerships

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Where are we today?

• Canada Site redesigned and Gateways launched
• Government On-Line pathfinder projects launched
• For Canadians employment insurance, tax filing,
  passports, jobs search, pensions, First Nations
  telehealth
• For Canadian businesses registration, sources of
  financing, procurement, grants and contributions,
  farm income support...
• For Non-Canadians status of citizenship
  applications, information about Canada...
• Common infrastructure under way secure channel,
  public key infrastructure, common directories,
  messaging, architecture and standards
• Policy redesign - privacy, authentication and
  information management

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Canada Site meets client needs...

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Clustering information and services...
Non-Canadians
Business
Start-up Financing Taxation Regulations Human
Resources Others
Going to Canada Canada the World Doing
business with Canada Others
Subject Clusters
... around 3 client groups
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Results to date -- service improvement

• Canadians looking for ability to conduct
  transactions securely on-line
• Central investment accelerating transformation of
  some key services used by citizens and businesses
• More than 50 pathfinders selected for
  investment
• for citizens income tax filing, employment
  insurance application, applying for a passport,
  change of address
• for businesses registering a business, corporate
  tax filing, selling to government, grants and
  contributions
• for international clients applying for
  immigration

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Creating the right climate ...

• Policy frameworks and toolkits
• privacy
• security
• information management
• authentication
• procurement
• Communications
• external advisory panel
• Internet user panel
• regular reporting to ministers, senior managers,
  GOL leads
• private sector events
• public reporting

... policies, toolkits, communications
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Communications (www.gol-ged.gc.ca/rpt/rpt f.asp)
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People and skills for GOL

• Strategies for change in human resources
• support development of communities of practice
  for IT, IM and Service Delivery
• focus on capacity-building, recruitment,
  retention and reskilling
• develop and share community initiatives,
  management and work practices
• GOL is key to modernizing public service,
  attracting the best brightest

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Results to date -- common infrastructure

• Contract with consortium to build common secure
  infrastructure
• Assures citizens that transactions and
  information are protected
• Assures citizens of authenticity and integrity
  of government sites and databases
• Protects against network intrusions
• Provides identification and authentication
  services for individuals and businesses (PKI)
• Departments need common secure infrastructure
  for on-line delivery

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Components of the common infrastructure

• Application Integration Services - Common service
  broker to enable external and internal programs
  and services to inter-operate
• Security Authentication Services - Public Key
  Infrastructure offering digital signatures and
  certificates, and authentication authorization
  services
• Messaging Services - Ability to send protected
  and classified messages and documents within the
  federal community
• Directory Services - Common authoritative source
  of information on trusted partners, public
  servants, individuals, businesses and services
• Network Services
• Architecture and Planning Services - Federated
  architecture for common infrastructure
  capabilities

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The secure channel and service broker

• Intelligent
• enables single window / integrated services
• includes e-directories
• enables integration of voice and data (voice over
  IP)
• Robust
• scalable to handle future volumes
• offers full redundancy
• built to industrial strength
• Secure
• supports multiple levels of security
• fully PKI enabled -- supports digital signatures

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Service Broker A key component of service
strategy
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PKI Authentication Services

• PKI
• an infrastructure that can be leveraged across
  multiple programs/applications
• extensible, scalable and interoperable
• able to support multiple/variable functional and
  security needs
• easy to use
• centrally manageable
• economic, strategic and leading edge

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PKI deployment status

• Governance and policy framework established
• PKI software licenses in place
• Internal-to-government PKI services available
• 7 internal CAs cross-certified
• 17 plus pathfinders to build on
• Client-facing PKI being established
• Single CA set up with multiple registration /
  authentication sites
• 5 pathfinders lined up
• Privilege Management Infrastructure (PMI)
• design work in progress

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Canada is setting a world precedent

• Pioneer and leader in the development and
  deployment of PKI
• Working towards interoperability with the private
  sector and other governments in Canada
• Public Sector CIO Council
• e.g. Canadian Payments Association, FundServ,
  JuriCert
• Working internationally
• US, Washington State, NY State, Australia, New
  Zealand, UK, Sweden, Norway, Finland,
  Netherlands, Japan, Hong Kong, Singapore, India,
  and more

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Strategic investments in GOL

• 280 million over 2 fiscal years (2000-2001 and
  2001-2002) to initiate Government On-Line and
• accelerate departmental GOL Pathfinder projects
  
• design build the common infrastructure
• determine which policies standards need to be
  updated
• 600 million over the next 4 years to implement
  the key common infrastructure, sustain service
  and business transformation, complete policies
  standards
• Departments agencies also leveraging their own
  funds and/or related policy/program initiatives

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Whats next for Government On-Line?

• Benchmarking and communicating progress
• Identification of common business processes
  (i.e. grants contributions, change of address,
  etc.) and opportunities for efficiencies
• Procurement - innovative public-private sector
  partnerships
• Coordination and management of service delivery
  across channels
• Seamless government inter-jurisdictional
  relationships
• Citizen engagement / e-democracy

... on the road to 2005
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Challenges

• Effecting real change
• service transformation
• common business processes
• policy challenges
• security
• government-wide architecture

• Sustainability
• long term governance
• management of IT assets and shared services
• IRR / ROI
• resourcing
• private-public sector partnerships

• Relationship management
• cross-channel management
• service standards
• inter-jurisdictional
• citizen engagement / e-democracy

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For more information

• www.canada.gc.ca
• (visit our refreshed site
• March 25, 2002)

www.gol-ged.gc.ca
www.cio-dpi.gc.ca
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Government On-LineServing Canadians in a
Digital Age
Presentation to Professional Practices
Students Faculty of Engineering and
Design Carleton University

• Jill Velenosi
• Deputy Chief Information Officer
• Government of Canada
• March 11, 2002