Government of Canada Wireless Portal

Melissa TeasdaleManager, Project Design

Web Channel OfficeOctober 2008

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Government of Canada Wireless Portal

Government in the Palm of Your Hand

wap.gc.ca

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Background: Service Quality

Goal: improved service quality to meet and exceed citizen expectations

To Canadians service quality means:

- quick - personalized

- convenient - easy to access

- easy to use - reliable

- timely

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Mobile Government

Clients expect government to keep pace with new technological developments

GoC must look at new ways of using technology to develop service delivery across government organizations

New and emerging technologies can be used to improve communication between government and clients

Services must remain accessible and client centric

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Mobile Government

Reasons for creating GoC Wireless Portal

Increasing use of wireless devices to access information

• Faster data transfer speeds will foster further uptake

Global shift predicted: mobile Web access to surpass PCs

Source: “Yahoo! Aiming for mobile Internet leadership” http://www.euractiv.com/en/infosociety/yahoo-aiming-mobile-internet-leadership/article-172378

Canadian mobile penetration was 62% in March 2008 and should reach 71.1% in 2010

Sources: Reuters – IE Market Research Corp. report; Canadian Wireless Telecommunications Association

Two distinct approaches

Make existing “wired” Web site available in wireless format

Create a distinct site for wireless users

Combination of approaches

Make some features of existing site available through wireless devices

Adapt best practices for wireless interface design

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GoC Wireless Portal

Launched May 2002

Provides a single access point to key GoC services and information

Information and services optimized for the wireless channel

Complements existing GoC servicechannels

Targets the needs of wireless users specifically

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Wireless Portal: Users

Favourable reaction to plans to develop/expand the Wireless Portal

Positive reaction:- Compliments for simplicity, direct approach- Satisfied that the site provided was useful- Information specific to wireless users

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Usability and Client Research Results

Strategies for Web sites are not automatically transferable to wireless sites

Example: different set of best practices

Wireless users don’t “surf” “[Wireless access] is not a substitute for Internet access and I don’t

expect it to be. It’s totally different”

Wireless users want to access small parcels of targeted information

“I’m looking for quick information, the bits that I need”

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Wireless Portal Today: Services

Current information and services

Contact information for:- Members of Parliament- Government of Canada employees- 1 800 O-Canada international toll-free numbers- Canada Business services centres- Passport offices- Canadian Company Capabilities- National Parks

Services:- Currency converter- Exchange rates- Border wait times- Economic indicators- Government of Canada Newsroom- Hurricane information (seasonal)- Weather

Government in the Palm of Your Hand!

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Wireless Portal Today: Partners

GoC Wireless Portal partners (by department/institution)

Canada Border Services Agency Industry Canada Environment Canada Bank of Canada Statistics Canada Public Works and Government Services Canada Parliament of Canada Passport Canada Parks Canada

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Challenges presented by the clients

- Increased expectations for government to keep pace with technology- Increasingly complex information requirements- Conflict between privacy issues and expectations for information

Challenges presented by the wireless medium

- Lack of benchmarks, industry standards- Compatibility issues- Diversity of devices and features offered- Lack of standard user interfaces- Interoperability issues- Security- Screen size, memory, download time- Ease of use- Dependencies: data sharing, industry- Legislation

Our Challenges

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Wireless Portal Today: Evolution

Core Principles and Best Practices

Minimize challenges of bandwidth, screen size and device compatibility (reduced hierarchy and download time)

Common strategy and consistent approach across government

Provide useful information quickly and easily

“Just in time” services Ensure backward and forward compatibility

for older and newer devices Back button on every page, reduce

scrolling Provide a service specific to the wireless

medium

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Wireless Portal Today: Benefits

Mobile government helps GoC stay connected to the public by:

Increasing number of channels available for government-citizen communication (phone, online, in person, mobile)

Using technology to improve service delivery

Providing client-centric services relevant to the daily lives of users

Making government more accessible

Cross-promote other channels (in person, main Web site, telephone)

Play a leadership role in providing access and profile to wireless information and services across GoC departments and agencies

Make services accessible to clients whenever they want, wherever they are

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Wireless Portal Today

Interdepartmental working group helps evolve and expand the Portal in line with on-going client research and feedback

Average 204,000 visits per month (in spring/summer 2008)

“Interactive” services such as border wait times, currency converter are most popular

Weather is overall most popular service

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Wireless Portal Today: Evolution

Future directions

User feedback/usage statistics demonstrate that menu is long and difficult to navigate

Proposed redesign will: Shorten menus Create more direct paths to desired information New services Provide more options for delivering services by increasing choices

for navigability and accessibility to a wider range of devices

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Our Future

Raising awareness

Build upon existing information and services

Develop and maintain partnerships with departments and agencies for a consistent and cohesive approach to mobile service delivery

Provide guidance to departments beginning to develop mobile strategies

Exchange of information and strategies through national and international studies and conferences (ICA - International Council for Information Technology in Government Administration)

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Contact Information

Melissa Teasdale

Manager, Project Design

Web Channel Office

Service Canada

melissa.teasdale@servicecanada.gc.ca

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