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Future State Conference

Santiago, Chile

Social-digital innovation: New technologies for citizen-oriented services

Breakout Session #3

Wednesday, March 30, 2016 1

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What conditions are needed to design and deliver more effective and user-friendly services?

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With a clear mandate and priority for service, Treasury Board of Canada Secretariat is developing policies, frameworks and tools, and implementing various initiatives to move the public service into the 21st century: � Web Renewal – rebranding and re-organizing Canada’s web presence to one URL, Canada.ca, with a priority of

user centered design � Policy on Service – has as its objective, a strategic and coherent approach to the design and delivery of

services that is client-centric, realizes operational efficiencies and promotes a culture of service management excellence

� Open Government Initiative – strives to create greater transparency and accountability, increase citizen engagement, and drive innovation and economic opportunities through three streams: Open Data, Open Information, and Open Dialogue.

� Government of Canada Service Strategy – currently in development; focuses on user-centred design and digital service delivery as a key principles and components.

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The Public Sector needs to continue to evolve a culture change in order to move from an internal focus to a user focus in the delivery of services: � Canada has been challenged to move quickly to improve service design and digital delivery

3 Public sector must understand the user and satisfaction drivers; focus on their needs; and design user-centred services: � This must be made the defacto approach for government services � Canadian departments are moving in this direction, but it is not widespread � Culture change � Practices in the UK and Australia - analyzing how they can be applied in the Canadian context

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Conditions Influencing Service Delivery

Changing Customer

Expectations Technological

Advances Innovation

International Trends

Accessibility of Services

Privacy and Security

Cost Effectiveness

Partnerships Transparency, Accountability

Digital Economy

The Bar is Rising

Canadians and businesses expect their government service experience to be on par with that of the private sector.

Delivering Trust

There is a correlation between positive service experiences with government and trust in government.

Privacy and Security

Technological advances are redefining the service experience and perceptions of privacy.

Imperative and Capacity to

Change The service needs and wants of Canadians are in continual evolution.

Innovative Approaches

Governments are exploring new innovative approaches, that offer efficient services that provide value-for-money.

Focus on the Enterprise

A more coherent, coordinated government-wide approach.

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Policy on Service – requires that priority services of ministries be e-enabled, from start to finish, which means better designing service processes including data collection. � Usability designers being engaged to re-

engineer processes and do usability testing ¾ As seen through the Web Renewal

initiative, which created Canada.ca ¾ This approach is being explored to

develop a new Service Strategy � Open Data Initiative – cultural change in the

public service to open data that will allow the private sector to develop apps for consumable information

Conditions: Data – Design, Collect, Disseminate

Re-engineering data collection processes and allowing open data dissemination will help design the best tools for service delivery, citizen engagement and interaction, and data consumption:

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Move to Mobile: The Travel Advisory App

Mobile applications allow focused services to be developed and delivered.

The Travel Advisory app, developed by Global Affairs Canada provides up-to-date travel advice and advisories, emergency contact information for embassies and consulates and continuously updated wait times at key Canada-U.S. border crossings

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Overcome Jurisdictional Barriers

Three levels of Canadian government: federal, provincial and municipal, all with different regulatory obligations. Public Sector Service Delivery Council – a formal structure to address the interjurisdictional service-related issues

¾ Expedited “Business Start” kit is being developed that will bundle jurisdictional obligations together to initially start a business

¾ BizPaL is a web tool that allows businesses to search for the permits and licences that may be required to start and operate their business, and makes the linkages of business obligations across governments at the federal, provincial, territorial and municipal levels. ¾ BizPaL uses an Automated Programming Interface (API),

which allows jurisdictions to integrate BizPaL content with their own and customize the user experience

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How can we move from improving transactions to creating relationships and citizen engagement? � Open government policies and initiatives - both federal and provincial

governments across Canada are implementing and using social media platforms to communicate with the public

� Open Data, Open Information, and Open Dialogue ¾ Canada’s Action Plan on Open Government 2.0 (2014-2016)

� Open Dialogue – provides opportunities for all Canadians to weigh in and help guide the Government of Canada’s efforts towards increased transparency, public engagement, and improved access.

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Open Government Portal

The Open Government Portal provides a space for Canadians to weigh in and help guide Canada’s efforts towards increased transparency, public engagement, and improved access. Citizens can interact with those who have similar interests, participate in consultations, or showcase how they use Government of Canada datasets and information.

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Consulting with Canadians

The Consulting with Canadians website facilitates access to information on federal consultation activities for citizens, although ministries consult and/or engage through various strategies, turning to web and social media campaigns to do so, both to inform Canadians of proposed initiatives, as well as using these platforms to seek and increase participation.

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How can elements hindering the usage of digital technologies be overcome? � In Canada we have made a concerted effort to make progress towards

overcoming the digital divide: ¾To increase access to broadband, there have been several

targeted initiatives by both the federal and provincial governments to increase internet availability in rural and remote communities.

� Digital Literacy is Important - Provincial digital learning initiatives

¾Education and socio-economic conditions contribute to learning ¾The Canadian Aboriginal population face unique combined

challenges with the digital divide. There is both a learning divide and a socio-economic divide that compound the digital divide.

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Enhancing use of Digital Technologies: Privacy and Security in an Online World Ensuring identity, protecting privacy, and secure online transactions

are key to moving forward : ¾ A Pan-Canadian Identity Trust Framework (PCITF) is being

developed to serve as the basis to align identity approaches of the different jurisdictions, which will allow government to know that they are interacting with the right person.

¾ The Canadian Privacy Act enshrines privacy and the sharing of information: modernization to accommodate the level of sharing needed to enhance digital service delivery.

Privacy and Security

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IN·spire Natural Resource Canada’s innovation hub, promotes a broad culture change within government to create a less risk averse and more open, collaborative, and innovative environment.