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HRDC 2001 GOL PUBLIC REPORT |
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Services for:
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| Prepared by the Government On-line and Business Transformation Branch Planning and Project Management Group |
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INTRODUCTION
Our mission is to enable Canadians to participate fully in the workplace and the community - helping people at key transitions in their lives, supporting them with quality programs and services. Our core activities are Employment Insurance, Human Resources Investment, Income Security and Labour.
HRDC has over 25,000 employees across Canada: Most work in our 320 Human Resource Centres of Canada, our 21 telecenters that offer 1-800 toll free service and our six Information Technology Centres. Others work in our National Headquarters and 10 regional offices. Many Canadians get their HRDC services through the Internet and our 5,000 self-service electronic kiosks.
Excellence in service delivery is a key priority for HRDC. Our Service Delivery Policy commits us to ensure that we design and deliver our services in ways that fully take the interests and priorities of Canadians into account. Our Service Delivery Network continues to evolve into a multi-channel network including mail, in-person, telephone, partnership and electronic channels. We will continue to provide clients with choices of channels that are easy and attractive to them.
Under GOL, HRDC is the lead on several clustered services, such as Jobs, Workers, Training and Careers; Youth; Human Resources Management; Financial Assistance and Entitlements; and Persons with Disabilities.
HRDC'S APPROACH TO GOVERNMENT ON-LINE
In the 2001 Speech from the Throne, the Government reaffirmed its commitment to work towards providing services on-line by the year 2004.
HRDC is an important contributor to meeting this commitment. Our main Web site (http://www.hrdc-drhc.gc.ca) consistently ranks in the top 10 of all Internet sites visited by Canadians. In fact, our Job Bank
site is the most frequently visited site in all of the federal government.
We will take advantage of opportunities presented by the Internet and electronic government while maintaining a strong physical presence in communities. We will adapt our services to offer increased client choice and respond to feedback from our clients. We will, of course, carefully implement Government On-line, to manage the challenges inherent in adopting a new service delivery channel, including the financial impacts.
HRDC'S ON-LINE PRESENCE
HRDC already has a strong on-line presence. Information about the services that HRDC offers is readily available and efforts are currently underway to move our key transactional services on-line. As opportunities arise, and funding permits, we will continue to build upon this foundation.
One of the key elements of Government On-line is the organization of information away from a departmental perspective and towards grouping information by subject or "e-cluster".
The main Government of Canada site is the doorway to all government information and services. This site is supported by three main gateways to information: Canadians, Canadian Business and Non-Canadians. Within each gateway, information is housed by subject or e-cluster. A federal department in partnership with other involved departments leads the development and coordination of each e-cluster. HRDC leads five, which are:
- Jobs, Workers, Training and Careers
- Youth
- Financial Assistance and Entitlements
- Services for Persons with Disabilities
- Human Resources Management
HRDC specific initiatives that contribute to these e-clusters and that are already available on-line or currently being developed are described below.
- Jobs, Workers, Training and Careers Cluster
The Jobs, Workers, Training and Careers cluster supports Canadians in their work search and career development by providing one-stop access to information related to jobs, work, learning, education, training, occupations, careers, labour market information and workplace issues. You can access the cluster through the Canada Site under the Canadians Gateway at www.canadians-canadiens.gc.ca
or directly at www.jobsetc.ca.The following Web sites support the Jobs, Workers, Training and Careers cluster.
- Job Bank
Job Bank is a large, web-based network of job postings available to Canadians that employers can use to advertise work opportunities free of charge. Job Bank provides access to over 46,000 jobs at any one time, with up to 2,000 new jobs posted every day.
- Electronic Labour Exchange
The Electronic Labour Exchange (ELE) is a web-based employment service that matches people to work and work to people. Employers can create profiles of the skills, experience and education needed for the jobs they want to fill - while job seekers can submit their individual skills profiles that are advertised to thousands of ELE registered employers across Canada. The Electronic Labour Exchange system uses electronic checklists to perform a reliable match.
- Worksearch
WorkSearch guides Canadians through the process of looking for work. It offers a variety of tools and useful information such as: self-assessment quizzes to help identify career interests, strengths and skills; useful tips on how to prepare for an interview; and links to job posting sites.
- Essential Skills
Check the skills needed for occupations, see how your present skills measure up. Show students the relevance of what they are learning and help students select a potential work site for cooperative education. Find real work examples to use in training programs and help learners set skill development targets.
- Take Charge Self Help Series
In this series of brochures, there are several exercises that will help you work your way through the maze of the job hunt. After completing these exercises, you will be better equipped to reach your target.
- Job Futures
Long-term occupational outlook for 211 employment groups as classified by the National Occupational Classification (NOC).
- Labour Market Information
Labour Market Information (LMI) is a one-stop access point to regional and local labour market information across Canada. It offers information and analysis from a network of experts from across the country to help Canadians search for work and make career-related decisions.
- National Occupational Classification System
This is a complete listing of all the categories under which Canadian jobs are classified and their descriptions.
- Work Destinations
Work Destinations helps Canadians find information on provincial/territorial requirements and qualifications for regulated professions and trades. Work Destinations also provides information on Canada's labour market, links to job-related sites and community information, and tips on relocation within Canada.
- Social Insurance Number
This site provides information on who needs a Social Insurance Number (SIN), and instructions on how to apply (including an application form).
- Career Awareness
If you are planning your career or helping others plan their career, then this site will help you think about your future, show you the importance of getting an education, as well as provide you with up-to-date information on the world of work.
- Canada Prospects
A wide range of articles and quizzes to provide Canadians with up-to-date information on the world of work strategies for succeeding in today's workplace, as well as information on entrepreneurship, trends and job-hunting.
- Interprovincial Standards "Red Seal" Program
The Red Seal allows qualified trades people to practice their trade in any province or territory without having to write additional examinations, thus improving labour mobility in Canada and saving time and resources by eliminating the need for multiple examinations. We are also involved in many partnership Web sites across Canada: Here are a couple of examples:
- Canada Workinfonet (Partnership site)
The Canada WorkInfoNET Web site is about helping Canadians connect to the resources they need in the areas of jobs, work and recruiting; learning, education and training; occupations and careers; labour market information and outlook; self-employment; workplace issues and supports; and financial help and issues.
- Workink (Partnership site)
The Online Employment Magazine WORKink is an interactive resource for employment and disability issues.
- CanLearn Interactive
Explore schools and programs, career information, accessibility issues, search Canadian learning resources and opportunities, tuition information, and a host of other searchable resources.
- Job Bank
- Youth Cluster
YouthPath.ca is led by HRDC in partnership with 16 other federal departments and was developed with the help of hundreds of youth across Canada. The site offers access to youth related services, providing a "one-stop-shop" to programs and services available to young Canadians. You can access the cluster through the Canada Site under the Canadian Gateway at http://canada.gc.ca/cdns/indiv_e.html
or directly at http://www.youthpath.caAmong many others, the following Web sites support YouthPath.ca
- Youth Link
A resource booklet for 15-to-30-year-olds as well as career counselors, parents, educators, employers, and community groups covering topics such as Work Experience, Summer Jobs, Learning Opportunities and Career Planning Information.
- Student Summer Job Action
This offers information on 14 federal government initiatives to create summer job opportunities for secondary and post-secondary students.
- Youth Initiatives
The Youth Initiatives assist youth in bridging the gap between education and employment it offers a directory of the best national and provincial links to sites containing information about preparing for employment and finding a job.
- Youth Link
- Human Resources Management Cluster
The Human Resources Management cluster is a one-stop source of information for small to medium-sized employers that will help them find qualified employees, make informed decisions on hiring, and address day-to-day human resources management issues. You can access the cluster through Canada Site under the Canadian Business Gateway at www.businessgateway.ca
or directly at http://employers.gc.ca.The following Web sites support the Human Resources Management cluster.
- Employers' Corner (Employment Insurance)
Employers' corner helps employers understand the different Employment Insurance (EI) programs available - including step-by-step instructions on how to complete a record of employment. Development of this site is ongoing and looks to develop and implement a suite of applications enabling government-to-business transactions over the Internet. It involves accepting secure, web-based transmissions of Record of Employment (ROE) data from employers, using Public Key Infrastructure (PKI) technology that provides authentication, encryption and digital signature on the transactions. This initiative will improve services to Canadian businesses, improve administration of the EI fund, and reduce administrative costs.
- Industry Profiles
Economic Analyses of Human Resources in Canadian Industries are available.
- Sectoral and Occupational Studies
The Sectoral and Occupational Studies Division of the Human Resources Investment Branch works in partnership with private sector stakeholders to conduct sectoral and occupational studies. Each sector/occupational study is national in scope and examines how changes in technology and the business environment impact on the sector's labour force in terms of future employment, occupational structure, skill levels, labour supply and training needs.
- Workplace Innovation
This site distributes information on innovative workplace practices and allows users to share and to exchange work related information, practices and interests.
- Federal Labour Legislation
The following legislation falls under the responsibility of the federal Minister of Labour and HRDC Labour Program administers the regulations:- Canada Labour Code
- Employment Equity Act
- Fair Wages and Hours of Labour Act
- Government Employees Compensation Act
- Merchant Seamen Compensation Act
- Non-Smokers' Health Act
- Labour Standards
Establishes minimum requirements that must be followed by employers under federal jurisdiction.
- Workplace Equity
Through the Workplace Equity Web site, you can obtain general information on employment equity and equal pay, guides for employers, and descriptions of particular programs.
- Minding Your Own Business
Helps you decide if running your own business is the right career choice - a list of the qualities and skills needed to run a business, different approaches to starting a business and business plan development.
- Recruiting Foreign Workers
The Foreign Worker Initiatives group provides guidelines for employers seeking to hire a foreign worker. Here you will find application forms, contact numbers, and information pertinent to the recruitment process.
- Employers' Corner (Employment Insurance)
- Financial Assistance and Entitlements (FAE) Cluster
Most Canadians will use government funding programs at some time in their lives - whether they are unemployed, require maternity benefits, seek student loans or draw from a public pension plan. The FAE cluster is the only cluster with the principal goal of providing individuals with single-window access to practical information and services about financial assistance. You can access the cluster through Canada Site under the Canadians Gateway at www.canadians-canadiens.gc.ca
.The following Web sites support the Financial Assistance and Entitlements cluster.
- Employment Insurance (EI)
Provides temporary financial help to unemployed Canadians while they look for work or upgrade their skills, while they are pregnant or caring for a newborn or adopted child, or while they are sick. Active re-employment benefits and support measures are delivered in cooperation with the provinces and territories. The development of this site continues with a view to establish a secure method to permit the public to access a complete line of Employment Insurance services on-line, beginning with acceptance of the Application for Unemployment Benefit. The process will, over time be expanded to include an on-line capability for conducting all associated services and claims processing activities, as well as seamless referral to associated labour market services. As EI Services to Individuals involves personal information, a critical goal will be the provision of an on-line service that protects the privacy of sensitive information pertaining to Canadian citizens.
- Canada's Public Pensions
The changes that the federal and provincial governments have made to the Canada Pension Plan (CPP) are expected to be sufficient to allow it to meet the increased financial demands and the service delivery challenges that will result from the increases in the number of beneficiaries expected in the coming years. In 1999-2000, the CPP made benefit payments to approximately 3.5 million Canadians. The Plan receives over 250,000 new applications each year for various benefits, and the numbers are expected to rise dramatically. Service delivery in this environment requires significant effort to assure accuracy and timeliness. GOL initiatives include the implementation of a web-based client system that will permit a wider range of enquiries and client transactions to take place on-line. In this context, the importance of strengthening our technological framework is clear, especially since the fastest growing group of Internet users is the senior population. The CPP will be reviewing its programs and regulations to ensure that they also support the new electronic service environment, with particular emphasis on protecting personal information and program integrity. Learn more about Canada's Retirement Income System and the pensions and benefits provided by the Old Age Security program and the Canada Pension Plan including CPP Disability Benefits. The site also includes information on International Benefits for people who have lived or worked in another country.
- Canada Student Loans Program
The Canada Student Loans Program allows students to borrow money from the Government of Canada to pursue higher education. The Canada Student Loans Program Web site offers a range of information about topics including: who qualifies for loans; how to apply for a student loan; and how to repay the loan after graduation.
- The Canada Education Savings Grant
Provides an incentive to Canadians to finance the post-secondary education of children by saving in a Registered Education Savings Plan (RESP). The grant can be as much as $400 each year per child and over the years could amount to a total of $7,200.
- Employment Insurance (EI)
- Persons with Disabilities Cluster
The Services for Persons with Disabilities cluster is led by HRDC and is developed in partnership with Transport Canada and Natural Resources Canada. The cluster partnership will enhance the ability of persons with disabilities to access information and services on-line in two complementary streams; first it will facilitate access to information, services and transactions, clustered according to client needs; second, the cluster will strengthen the ability of persons with disabilities to use the Internet through adaptive technologies. You can access the cluster through Canada Site under the Canadians Gateway at www.canadians-canadiens.gc.ca
.The following Web sites support the Person with Disabilities cluster.
- Disability WebLinks
This is a collaborative Federal/Provincial/Territorial project undertaken by Ministers responsible for Social Services and developed in consultation with representatives from the disability community. Human Resources Development Canada manages Disability WebLinks under the direction of the Federal/Provincial/Territorial Working Group for Benefits and Services for Persons with Disabilities.
- Office for Disability Issues
This site contains information on disability issues, the Government of Canada Disability Agenda and related programs, services, and activities of Human Resources Development Canada
- Disability WebLinks
CONCLUSION
Given the many channels HRDC uses to deliver services, Government On-line is seen as an element of our Service Delivery Policy, which focuses on service delivery from a client perspective and includes opportunities presented by new information technologies.
Comprehensive management of these channels will be three-fold. Citizens expectations and needs, and identification of the appropriate channels to respond to those interests will be assessed; business and operational planning will be undertaken based on the client's perspective that integrates our business objectives and approaches to service delivery; and management of resource investments between channels in a coordinated fashion will be instituted to ensure maximum benefits for citizens. Finally, staff will be supported with all the necessary tools and training.
One of the main components of HRDC's Service Delivery Policy deals with service excellence. Under this policy, HRDC commits to taking all necessary steps to improve the level of client satisfaction. The Government of Canada recently launched the Service Improvement Initiative aimed at increasing citizens' satisfaction with government services and HRDC has been identified as a lead department. Government On-line will play a prominent role as an enabler in advancing client satisfaction.
HRDC will conduct surveys to establish a baseline of client satisfaction with HRDC services, develop improvements plans, and set annual client satisfaction targets. Two reports will be produced: (1) a report providing results on the level of client satisfaction with HRDC services; and (2) an evaluation report providing in-depth analysis of quality services and factors determining client satisfaction.
Results will be available at the national and regional level. The national report will provide an analysis of overall client satisfaction, as well as results by program and service channel, and by program and type of service. Each regional report will provide an analysis of user satisfaction. In regions where numbers allow, the reports will also provide an analysis of satisfaction by program and channel of service.
Priority areas for improvement will be identified and a national service improvement plan will be developed accordingly. Service improvement and client satisfaction targets will then be part of the performance management system. Results and progress will be reported in the annual Report on Plans and Priorities and the Departmental Performance Report.
| Last modified : 2005-11-01 | top | Important Notices |