Transforming Services and their Delivery to Citizens and Clients

A key element of the Management Accountability Framework (MAF) is the development of performance indicators and measures to support the Service Strategy initiative.

Under this initiative, indicators are being developed to assess the efficiency and cost-effectiveness of government services and to determine whether services are meeting the needs and expectations of citizens, businesses, and international clients. These data will foster a common understanding of the government's service capabilities, focus management on performance issues, and help determine how best to integrate services and their delivery across programs, departments, and jurisdictions in response to the needs of Canadian and international clients.

The Secretariat has a key leadership role to play in these efforts. As a central agency and the policy centre for Information Management and Information Technology, it is well positioned to promote a whole-of-government approach to service transformation, including how services are designed and delivered. To this end, the Secretariat is supporting innovative approaches to integrating services and their delivery for the government's service relationships with citizens, businesses, and non-Canadians and is leading the development of common goals, targets, models, standards, and strategies to consolidate service delivery infrastructures.

Key areas of focus include:

• putting a greater policy emphasis on accountability for cost-effective service delivery, as well as on enhanced transparency;
• rethinking front-end client interfaces, business models, and service delivery across multiple delivery channels;
• linking related federal services;
• managing information to optimize reuse, where consistent with protection of privacy; and
• using common databases, back office business systems and infrastructure services.

Expected results of these efforts across government include substantial improvements in client satisfaction and the value for money derived from service delivery investments.