Government of CanadaGouvernement du Canada Government On-Line: Serving Canadians in a Digital Age Jill Velenosi Deputy Chief Information Officer Government

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


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


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


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


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


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


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


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


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


Canada Site meets client needs...


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


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


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


Communications (www.gol-ged.gc.ca/rpt/rpt f.asp)


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


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


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


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


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

E-Mail

…

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


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


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


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


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


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


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


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

Documents

Government of CanadaGouvernement du Canada Government On-Line: Serving Canadians in a Digital Age Jill Velenosi Deputy Chief Information Officer Government