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Transcript of Government of CanadaGouvernement du Canada Government On-Line: Serving Canadians in a Digital Age...
Government of Canada Gouvernement du Canada
GovernmentGovernment On-Line: On-Line:Serving Canadians in a Digital AgeServing Canadians in a Digital Age
Jill VelenosiJill Velenosi
Deputy Chief Information OfficerDeputy Chief Information Officer
Government of CanadaGovernment of Canada
March 11, 2002March 11, 2002
Presentation toPresentation to
Professional Practices StudentsProfessional Practices Students
Faculty of Engineering and DesignFaculty of Engineering and Design
Carleton UniversityCarleton University
2Government of Canada Gouvernement du Canada
Governments are investing in getting on-line...
Strengthening their relationships with citizens:improve services (access, quality, responsiveness)facilitate participation in policy makingenhance accountability and transparency
Strengthening their economies:reduce cost and burden of transacting with governmentencourage innovationencourage e-commerce
Renewing their public administrations:innovate to update internal processesrenew the work force
… to remain relevant and responsive
3Government of Canada Gouvernement du Canada
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 ... large and complex
4Government of Canada Gouvernement du Canada
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
5Government of Canada Gouvernement du Canada
Government On-Line driven by growing Internet use
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
Internet Use in Canada 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 Government’s Internet-based information or services were satisfied with the overall quality
Communication Canada, Winter 2001
Government and Internet
6Government of Canada Gouvernement du Canada
Client Satisfaction
Client Satisfaction QualityService
In-Person Telephone
Internet
AccessibilityAccessibility Single Window ServiceSingle Window Service
EnablingPlatform
EnablingPlatform Government On-LineGovernment On-Line
Government On-Line supports...
… service delivery transformation across all channels
7Government of Canada Gouvernement du Canada
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
8Government of Canada Gouvernement du Canada
Canada’s Government On-Line priorities
Most commonly used information and transactional services on-linepriorities will reflect client benefits as well as opportunities for
effectivenessCommon infrastructurecommon electronic service platform to integrate and support
secure Internet, telephone and in-person servicesPolicy, standards and practicesaddress key policy issues: privacy, authentication, security,
information management, procurement, risk managementCommunicationsbroader citizen engagement through on-line consultations and
public reportingConcerted approach to human resources the right skills for electronic and other service delivery
9Government of Canada Gouvernement du Canada
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
10Government of Canada Gouvernement du Canada
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
11Government of Canada Gouvernement du Canada
Canada Site meets client needs...
12Government of Canada Gouvernement du Canada
Clustering information and services...
Non-Canadians
SubjectClusters
Going to Canada
Canada & the World
Doing business with Canada
Others
Business
Start-up
Financing
Taxation
Regulations
Human Resources
Others
Canadians
Jobs
Health
Taxes
Youth
Seniors
Others
... around 3 client groups... around 3 client groups
13Government of Canada Gouvernement du Canada
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
14Government of Canada Gouvernement du Canada
Creating the right climate ...
Policy frameworks and toolkits:privacysecurityinformation managementauthenticationprocurement
Communications:external advisory panelInternet user panelregular reporting to ministers, senior managers, GOL leadsprivate sector eventspublic reporting
... policies, toolkits, communications... policies, toolkits, communications
15Government of Canada Gouvernement du Canada
Communications (www.gol-ged.gc.ca/rpt/rpt f.asp)
16Government of Canada Gouvernement du Canada
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
17Government of Canada Gouvernement du Canada
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
18Government of Canada Gouvernement du Canada
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
Components of the common infrastructure
19Government of Canada Gouvernement du Canada
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
20Government of Canada Gouvernement du Canada
Service Broker: A key component of service strategy
. . .
Workflow
Authent.Mgmt
Session Mgmt
Settlement
Profile
Secure Store
CA Mgmt
Directory
Back
C
hannel
Back
C
hannel
Kiosks
Web
MobileClient
Phone
…
Business Logic & Data
Systems
Dept A
Dept B
Dept C
Secure Channel Domain
Central Processes/Dat
a
Departmental Domain
Distributed Processes
Back
Channel
Systems
Systems
Data
Data
Data
Com
mu
nic
ati
on
Ad
ap
ter
Access Domain
Fro
nt C
hann
el P
latf
orm
21Government of Canada Gouvernement du Canada
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
22Government of Canada Gouvernement du Canada
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
23Government of Canada Gouvernement du Canada
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,
JuriCertWorking internationally US, Washington State, NY State, Australia, New
Zealand, UK, Sweden, Norway, Finland, Netherlands, Japan, Hong Kong, Singapore, India, and more
24Government of Canada Gouvernement du Canada
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
25Government of Canada Gouvernement du Canada
What’s 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... on the road to 2005
26Government of Canada Gouvernement du Canada
Challenges
Effecting real change: service transformation common business processes policy challenges security government-wide architecture
Relationship management: cross-channel management service standards inter-jurisdictional citizen engagement / e-
democracy
Sustainability: long term governance management of IT
assets and shared services
IRR / ROI resourcing private-public sector
partnerships
27Government of Canada Gouvernement du Canada
For more information
www.canada.gc.ca
(visit our refreshed site
March 25, 2002)
www.gol-ged.gc.ca
www.cio-dpi.gc.ca
Government of Canada Gouvernement du Canada
GovernmentGovernment On-Line: On-Line:Serving Canadians in a Digital AgeServing Canadians in a Digital Age
Jill VelenosiJill Velenosi
Deputy Chief Information OfficerDeputy Chief Information Officer
Government of CanadaGovernment of Canada
March 11, 2002March 11, 2002
Presentation toPresentation to
Professional Practices StudentsProfessional Practices Students
Faculty of Engineering and DesignFaculty of Engineering and Design
Carleton UniversityCarleton University