Human Resources Development Canada Government On-Line 2003 Public Report

PREPARED BY THE MODERNIZING SERVICE FOR CANADIANS BRANCH PROJECT OFFICE

1.   Introduction
2.   HRDC’s Approach to Government On-Line
3.   HRDC’s Gateway and Cluster Leadership 
      3.1.   The Canada Site
      3.2.   Canadians Gateway
      3.3.   Canada Benefits Cluster
      3.4.   Human Resources Management Cluster
      3.5.   Jobs, Workers, Training, and Careers Cluster
      3.6.   Persons With Disability On-Line Cluster
      3.7.   YouthPath Cluster 
4.   HRDC’s On-Line Presence 
      4.1.   HRDC’s Internet Site
               4.1.1.    Canada Education Savings Grants (CESG) 
               4.1.2.    Canada Pension Plan (CPP)
               4.1.3.    Canada Student Loans Program
               4.1.4.    Employment Insurance Services for Individuals
               4.1.5.    Employment Services
                            4.1.5.1.     Foreign Workers
                            4.1.5.2.     Job Bank for Employers 
                            4.1.5.3.     Job Bank
                            4.1.5.4.     National Labour Market Information
                            4.1.5.5.     Electronic Labour Exchange
               4.1.6.    Federal Mediation and Conciliation Services 
               4.1.7.    Labour Transaction Services
               4.1.8.    National Homelessness Initiative (NHI)
               4.1.9.    Old Age Security (OAS) 
               4.1.10.  Record of Employment on the Web (ROE Web)
               4.1.11.  Social Insurance Number (SIN) 
5.   Modernizing Service for Canadians (MSC) 
6.   Conclusion 
7.   Contact Information 

1.  INTRODUCTION   

Excellence in service delivery is a key priority for Human Resources Development Canada (HRDC) to achieve its mission of enabling Canadians to participate fully in the workplace and the community. Through our core activities that include Employment Insurance, Human Resources Investment, Income Security and Labour, we design and deliver our services in ways that take the interests and priorities of Canadians into account. Our Service Delivery Network continues to evolve into an integrated, multi-channel network including mail, in-person, telephone and electronic channels.

As part of this network, many Canadians get their Human Resources Development Canada services through the Internet from their homes, at work or school and through thousands of self-serve access points that HRDC maintains across the country. The Department has a network of local offices across Canada, in rural and urban locations. It has a network of telecentres that offer 1-800 toll free calling to Canadians; has secure and distributed information technology centres to ensure continuous service; and a dedicated work force in communities across Canada that provides Canadians with services each and every day.

Human Resources Development Canada also plays a leadership role in transforming service across the Government of Canada through its Modernizing Service for Canadians (MSC) initiative and also through its leadership of the Service Vision for Canadians (SVC), on the Government's behalf. MSC and the SVC are closely interconnected. Modernizing Service for Canadians builds on, supports and complements the Service Vision for Canadians.

Recognizing the fact that providing client-centric service delivery is complex and multi-faceted, we will offer a holistic service that informs, engages, advises and learns from individual Canadians on what works best. Services should, and will, be designed with the help of Canadians, putting citizens at the heart of service delivery.

On-line service can make government more relevant for all Canadians by meeting new client demands for on-line choices and matching the level of service our clients are becoming accustomed to with the private sector. Moving on-line provides government with greater ability to respond to individual client needs through customized or integrated offerings while maintaining consistent service across the country.

The client-driven and "whole-of-government" approach we have pursued is leading to a virtual "reorganization of government" in support of three client groups (individuals, businesses and international clients) and service clusters that cross the traditional organizational structures of programs, departments and agencies. Government On-Line (GOL) is improving service delivery quality and client satisfaction through the on-line clustering of related information and services. Accessing information on the Internet 24/7 will be more convenient, and for many Canadians, there will be no need to visit us in person or call us on the telephone.

Better quality of service contributes to higher satisfaction among citizens. High quality and cost- effective services reduce costs for business and individuals, and increase the efficiency of government operations, helping to make Canada a better place to live.

2.  HRDC'S APPROACH TO GOVERNMENT ON-LINE 

The Government of Canada is committed to work towards providing services on-line by the year 2005. The Government has also launched the Service Improvement Initiative aimed at increasing citizens' satisfaction with government services and Human Resources Development Canada has been identified as a lead department. HRDC is a leader in developing on-line services and information, and in the overall service transformation of Government. Under this initiative, the Department commits to taking all necessary steps to improve the level of client satisfaction. Government On-Line will play a prominent role as an enabler in advancing client satisfaction.

Human Resources Development Canada has been a key partner from the very onset of Government On-Line and continues to actively develop on-line services and information. Our main Web site (www.hrdc-drhc.gc.ca) consistently ranks in the top 10 of all Internet Web sites visited by Canadians. In fact, the Job Bank site is one of the most frequently visited of all the Government of Canada sites.

Human Resources Development Canada currently has 11 Government On-Line projects and also manages five "clusters" of information and services including the Financial Benefits cluster, the Human Resources Management cluster; the Jobs, Workers, Training and Careers cluster; the Persons with Disabilities cluster, and the Youth cluster. HRDC manages and champions, on the Government's behalf, the Canadians gateway and Service Canada initiatives. Consequently, the Department's on-line services and role in a larger transformation agenda are well established and are part of a broad strategic planning process.

Human Resources Development Canada's Internet Channel/E-mail Harmonization Initiative will build on the Internet Improvement Project (IIP) whose main objective is to consolidate HRDC's over 170 Internet Channel sites into one client-centred Internet Web site. The content and services will be migrated into the new design by way of a new Internet Channel publishing tool that will use common Internet Channel management processes (e.g., approval, publishing, management and accountability) and generate downstream efficiencies in publishing and maintaining content. An iNet Management Framework containing one set of policies and guidelines will be used to consistently support and manage the development and ongoing maintenance of HRDC's Internet presence. The Internet Improvement Project will culminate in the launch of the Department's new consolidated Internet Channel site and will move towards a more fully integrated management of the Internet Channel.

3.  HRDC'S GATEWAY AND CLUSTER LEADERSHIP 

One of the key elements of the Government On-Line initiative involves organizing information and services by grouping information by subject instead of by department.

3.1  The Canada Site

The main Government of Canada site (www.canada.gc.ca) is the prime doorway to all Government information and services. Three main gateways to services support this Web site: Canadians, Canadian Business and Non-Canadians. Within each gateway, like services are organized by cluster.

In 2002, as part of its Government On-line initiative, HRDC undertook responsibility for the overall design and evolution of the Canadians gateway. In addition, various departments lead the development and coordination of the clusters, with HRDC leading five. A description of the Canadians gateway and the five clusters follows.

3.2  Canadians Gateway

The purpose of the Canadians gateway is to give Canadians access to information and services by subject and citizen groupings according to citizen needs, rather than by program or by department. The gateway will continually evolve to incorporate new technologies and service oriented enhancements. The gateway will improve services to Canadians by engaging user feedback through usability tests, metrics, usage patterns, on-line surveys and input from the Canada site, other gateways and all clusters. The target audiences for the Canadians gateway are Canadian citizens and residents, but also include Internet users of all kinds.

The Canadians gateway is on the Canada site at www.canada.gc.ca. Click on "Canadians."

3.3  Canada Benefits Cluster

One of the Human Resources Development Canada-led clusters is the Financial Benefits Cluster, also known as the Canada Benefits site, which provides central access to Government-wide information and services about benefit programs. These include Employment Insurance, tax credits and benefits for homeowners, student loans and grants, public pensions, health services, and services and benefits for veterans.

Financial Benefits is on the Canada site at www.canada.gc.ca. Click on "Canadians" and, on the Canadians page, select "Financial Benefits" to access the Canada Benefits site.

3.4  Human Resources Management Cluster

The Human Resources Management cluster (www.hrmanagement.gc.ca) is located under the Canadian Business section of the Canada site (www.canada.gc.ca). The Human Resources Management Cluster is an integrated service portal designed to help small- to medium sized businesses manage people and develop business skills, day by day, by providing indispensable links to hiring, training, hiring subsidies, industry profiles, labour laws and record of employment information. The cluster works with various organizations to support multiple service delivery channels. The average number of user sessions each month is 40,000.

Human Resources Management offers local and national information in partnership with all levels of government and non-government groups, through user-friendly search features.

The Your Community search feature enables end-users to choose a province or territory and then search a list of local area links for human resource information.

The Search by Industry feature helps users locate a list of sectors associated with the industrial grouping of their choice.

Human Resources Management is on the Canada site at www.canada.gc.ca. Click on "Canadian Business" and, once on the Business gateway, select "Human Resources Management."

3.5  Jobs, Workers, Training and Careers Cluster

The Jobs, Workers, Training and Careers cluster (www.JobsEtc.ca) is located under the Canadians section of the Canada site (www.canada.gc.ca). This cluster provides single-window access to information and services for Canadians who are looking for work, exploring career opportunities, investigating training options or dealing with a workplace issue. Jobs, Workers, Training and Careers was created from a client perspective and has intuitive and flexible navigational features. The cluster offers tools such as Job Search, Job Alert, Resume Builder, iQuizzes, a learning plan template, as well as links to a wealth of information and services available to Canadian workers. The cluster works with various organizations to support multiple service delivery channels.

Features

• What if? allows users to navigate the site based on their personal situation, such as being recently unemployed or wanting to return to school
• A-Z Index enables an alphabetical search based on titles
• Find offers a directory system based on subject

Tools

• Job Search enables work seekers to search many job databases from Human Resources Development Canada: Job Bank, Public Service Commission and Jobboom
• Job Alert allows users to register for daily, automatic e-mail notification of preferred jobs
• Resume Builder allows users to create customized résumés to apply for private sector jobs or to apply on-line for federal government jobs
• iQuizzes are designed as a starting point in self-discovery, which can lead a person to career or learning possibilities

General Statistics

• close to 1,000,000 job searches every month
• up to 900,000 user sessions each month
• up to 400,000 monthly automated Job Alert e-mails

Jobs, Workers, Training and Careers is on the Canada site at www.canada.gc.ca. Click on "Canadians" and, on the Canadians page, select "Jobs, Workers, Training and Careers."

3.6  Persons with Disability Online Cluster

The Persons with Disabilities cluster is a resource for individuals with disabilities, their families, their caregivers, and others with an interest in disabilities, to access a broad range of educational and support information, services and benefits. The cluster offers unique tools, such as Access to Travel, which provides information on accessible transportation and travel across Canada with the aim of making it easy and enjoyable.

Persons with Disabilities is on the Canada site at www.canada.gc.ca. Click on "Canadians" and, on the Canadians page, select "Persons with Disabilities."

3.7  YouthPath Cluster

The Youth cluster is a single access point to Government related programs, services and information directed towards Canadian youth aged 15 to 30.

With the help of hundreds of youth volunteers from coast to coast to coast, the Government of Canada developed this on-line service to help meet the needs of youth. Whether it is to start a business, plan an education, or travel, youth can get the information and services they need.

The Youth cluster works with youth and numerous government and non-government organizations to ensure that the information is both targeted and relevant to youth.

In 2004-2005, the Youth cluster will expand to include the development of a Community of Practice among Government of Canada policy and program delivery people with an interest in youth.

The Youth cluster is on the Canada Web site at www.canada.gc.ca. Click on "Canadians" and, on the Canadians page, select "Youth."

4.0  HRDC’s ON-LINE PRESENCE 

4.1  HRDC’s Internet Site

Human Resources Development Canada has a strong on-line presence and is committed to providing client-centred information and services to Canadians via the Internet. As a first step, HRDC initiated the Internet Improvement Project whereby the Department's programs and regions worked together to consolidate over 170 independent HRDC Web sites into a single Internet site. The new Human Resources Development Canada site is in line with the Canada site, Canadians gateway and clusters in that it is based on a client-focused approach and content is organized from a client's perspective rather than an organizational one. It consolidates HRDC content and offers cross-links to relevant Government of Canada clusters and partnership sites. Navigation through the site is easy and intuitive, with more than one path to information so our clients will find there is "no wrong door." The site has a consistent look and feel and is a model for accessibility standards.

The new site is also based on sound practices of information management, using one Web publishing tool and a single publishing process. We have implemented a consistent approach to Internet Channel management processes (approval, publishing, management and accountability), policies and standards. As part of this process, we are also harmonizing our departmental e-mail response processes and implementing an enhanced 'contact us' feature on the new site.

Consolidating over 170 sites into one is only the first step. In the next phase of the Internet Channel, we will exploit the full potential of the Web to deliver more integrated on-line services, and to integrate more fully with the other service delivery channels (telephone, mail and in-person). We will continue to break down the "silos" that exist in on-line tools so that clients can conduct many transactions from a single location on the HRDC site. Web content will be enhanced based on client inquiries received on all service delivery channels, so that the information found on-line directly reflects the information our clients want and need.

Our clients will continue to have the option of contacting a service representative through the Internet or via our other service delivery channels (telephone, mail, or in-person). Secure on-line services, however, will enable clients to conduct much of their business from any location, at any time, and our agents will still be available to help them as required.

Internally, we will explore how the new Web channel can serve as a consistent knowledge tool for staff and ultimately enhance the service provided to our clients. There will be a stronger focus on marketing the new Web channel to increase take-up and to inform clients of the benefits of conducting transactions on-line.

By 2005, Human Resources Development Canada services will have reached a stage of interoperability across programs and channels to personalize information and transactions. We will continue integrating services within our department, but also across other federal government departments and other jurisdictions. The end result for citizens will be a much richer and more integrated virtual service experience.

Note that in light of recent announcements, we will be reviewing and adjusting the integrated Human Resources Development Canada site to ensure that it reflects the recent changes in our department's structure. The revised departmental sites will still feature content grouped together in client-friendly categories with cross-links to relevant, related information. They will be launched in early 2004.

A number of transactional services are already on-line and more are planned (information on these projects follows). We will continue to build on the integration that has already begun in other areas within HRDC so that, by 2005, clients can expect integrated on-line tools, consistent approaches and client responses, and a centralized source of on-line information and services.

 4.1.1  Canada Education Savings Grants (CESG)

The Canada Education Savings Grant (CESG) program's mission is to encourage Canadians to save for their children's post-secondary education through a Registered Education Savings Plan (RESP). CESG information and services on-line provide helpful decision-making information about the need to save for a post-secondary education, simple explanations about the CESG and RESP rules, and easy access to government and business on-line information related to RESPs and saving for a post-secondary education.

The Canada Education Savings Grant program's on-line information serves two main client groups. The first group includes those interested in the CESG and RESPs. These CESG clients are virtually all Canadians, particularly adult Canadians who are saving, or plan to save for the future education of a child. The second group includes primary stakeholders and partners who provide, or are associated with providing RESP services to Canadians. Registered Education Savings Plan subscriber financial transactions are transferred electronically to the CESG program via a secure channel infrastructure for efficiency, and to ensure strict privacy and confidentiality.

Integrated within the Human Resources Development Canada Internet Channel, Canada Education Savings Grant's on-line services include information about the importance of saving for a post-secondary education, the value of investing in an RESP, how to access the CESG, and how to find an RESP promoter. Cross-links are provided to other HRDC programs such as the Social Insurance Number Registry and Canada Student Loans, as well as to the Canada Customs and Revenue Agency (CCRA), and to RESP promoters. Also available are an on-line CESG calculator, an e-mail and client feedback query system, and various on-line products specifically designed for the RESP promoter client group, including learning and training materials and policy and procedural information designed to help RESP promoters deliver the CESG to citizens.

This year, Canada Education Savings Grant on-line services will include an improved CESG calculator that will help clients predict the future cost of a post-secondary education and estimate the value of their Registered Education Savings Plan contributions and the CESG against different savings scenarios.

Citizens benefit from this on-line service as it provides simple and consistent interaction with government and one-stop access to the various RESP promoter on-line services.

Canada Education Savings Grants is on the Human Resources Development Canada site at www.hrdc-drhc.gc.ca. You can also access the information on the Canada site at www.canada.gc.ca by using the Canadians gateway and accessing the following clusters: Financial Benefits; Canadians Living Abroad; Jobs, Workers, Training and Careers; Seniors, or Youth clusters. On the Non-Canadians gateway, go to the "Going to Canada" cluster.

4.1.2  Canada Pension Plan (CPP)

The integrated Human Resources Development Canada site features in-depth information about financial benefits for Canadians such as the Canada Pension Plan (CPP). Clients can access on-line information regarding benefits available in the plan, including Retirement, Disability, and Survivors' benefits. Planning is under way to provide the on-line services listed below to Canada Pension Plan contributors and recipients of Canada Pension Plan benefits by 2005.

Canada Pension Plan contributors will be able to

• view and print Canada Pension Plan Statement of Contributions information including specific biographical data, record of earnings data, and associated Canada Pension Plan benefit estimates; and modify the frequency of the mailed Statement of Contributions. We achieved on-line view and print in 2003 and plan for full completion of on-line requests in real time for 2004;
• request that an official Canada Pension Plan Statement of Contributions be mailed to the address on file. We achieved full communication for on-line requests in 2003;
• estimate their retirement income from public and private sources. A client survey for the Canadian Retirement Income Calculator indicates that clients were very satisfied with the tool; and
• apply for Canada Pension Plan benefits (retirement, disability, death, and survivor) through a simplified process. We plan to have the Canada Pension Plan Retirement application process available on-line in real time in 2005.

Canada Pension Plan benefits recipients will be able to

• view and modify some personal information contained in Canada Pension Plan records. The options available to clients who receive Canada Pension Plan benefits will include viewing and changing their correspondence address and payment destination (mail or direct deposit), viewing and changing their home telephone number, and also viewing specific details about their monthly benefit payment. Human Resources Development Canada is planning to integrate this functionality across programs to create a centralized area for the updating of personal information on-line, and we plan to have this available on-line in real time in 2005; and
• access Canada Pension Plan tax information slips (also known as T4A slips). We plan to have the T4A slips available on-line in real time for viewing, printing and changing mail delivery by 2005.

Primary clients are the Canadian public, especially working-age adults and seniors. The benefits to our clients are easier access at any time, savings in time, and simplified interactions with Government. With significant increases in the population of seniors over the coming years, we expect on-line services to support the management of Canada Pension Plan services but will not decrease demand on service channels.

The Canada Pension Plan's on-line information and services are on the Human Resources Development Canada site at www.hrdc-drhc.gc.ca. You can also access the information on the main Canada Web site at www.canada.gc.ca using the Canadians gateway and the Seniors, Persons with Disabilities or Financial Benefits clusters.

4.1.3        Canada Student Loans Program On-Line Services

Canada Student Loans Program (CSLP) On-line Services includes data-driven, client-focused information and planning tools designed to promote informed decision-making in selecting and financing learning opportunities, as well as transactional services intended to provide CSLP clients with end-to-end loan processing support, from disbursement to repayment. Canada Student Loans Program On-line Services is made available via the CanLearn Web site (www.canlearn.ca).

The vision for the Canada Student Loans Program is to anticipate and respond to the need for student financial aid services by providing end-to-end services that support a comprehensive learning-loan cycle. The Web site currently provides an excellent resource base of the information and interactive planning tools that clients need to explore learning and educational opportunities, research occupations, develop learning strategies, and create the financial plans that will help them to achieve their goals. Future services will provide clients with greater flexibility in conducting business with the CSLP.

Our primary clients are students and potential students who benefit from our on-line services as a result of easier access to services and information, because they are available at any time. Other client benefits include better information leading to increased education, skills and professional development opportunities; an improved ability to make learning decisions; simplified interactions with government; bundling of related information and services; and the elimination of geographic barriers.

In July 2002, a client satisfaction survey was conducted for all Canada Student Loans Program services; however, the survey was not specific to on-line services or any other delivery channel. The survey reported that nearly three quarters (71 percent) of clients were satisfied with the overall quality of service.

Expected impacts of the on-line services include an increase in the complexity of enquiries being received, coupled with a decrease in call-centre traffic. No measurable impact on service channels has been evident to date.

The Canada Student Loans Program has successfully grouped and rationalized information and resources to facilitate access to the Program. In the future, it is expected that the CSLP's on-line services will become further integrated and bundled, offering comprehensive, transactional solutions for the client and providing end-to-end loan processing support. To respond to the needs of our clients, the Canada Student Loans Program provides integrated services with numerous partners, including other programs within our department, other federal departments, provincial/territorial governments, and non-profit and private sector organizations.

The Canada Student Loans Program can be accessed via the main Canada Web site at www.canada.gc.ca using the following clusters: Canada Benefits; Jobs, Workers, Training, and Careers; Persons with Disabilities; and Youth.

4.1.4  Employment Insurance (EI) Services for Individuals

Each year, Human Resources Development Canada receives approximately 2.6 million applications for Employment Insurance (EI) benefits. Human Resources Development Canada (HRDC) is committed to providing Canadians with the broadest range of access to services possible and the Employment Insurance Services for Individuals project supports that direction. The project is a key component of HRDC's efforts to strengthen the quality and cost effectiveness of services under the Modernizing Service for Canadians initiative.

Applicants for EI benefits will be able to access services on-line at their convenience. Applicants will be able to save time (no need to visit an HRDC office), receive quicker transaction turnaround times, faster responses to information requests, and a bundling of related components, which is only available through the Internet. Employment Insurance Appli-Web and Record of Employment on the Web (ROE-Web) will also support the EI program's efforts to develop an automated claims adjudication process.

Employment Insurance Appli-Web, allowing claimants to apply for benefits via the Internet, was launched in April 2002. It is anticipated that by 2005, 80 percent of EI applications will be received via Appli-Web using the Internet. In 2003-2004 we will continue to convert the existing kiosks in our local offices into Citizen Access Web Stations (CAWS). Enhancements to the Interactive Fact Finding (IFF) will improve claims adjudication by allowing claimants the ability to provide additional information to support their claim. Making the Interactive Fact Finding available to clients via the Internet eliminates the need to complete annexes and questionnaires, and reduces the need for agents to contact claimants for additional information.

In 2004, we will also provide clients with an estimate of their benefit rate, the claim duration, the effective date of the claim and the expected date of the first payment. We will also enable clients to be referred for employment benefits and support measures as well as other services that will help them with the skills, learning and opportunities to return to work. We plan to have Appli-Web clients filing and viewing the status of their Employment Insurance claims on-line in real time in 2005.

An exit survey was made available to all users of the on-line application; approximately 40 percent completed it. The results of the survey indicated that nearly 80 percent was satisfied with the Employment Insurance Appli-Web application and would recommend using the application to others.

We expect the on-line service to result in increasingly complex enquiries. No measurable impact on physical points of presence has been evident to date. An increase to redeployments across channels is expected.

Employment Insurance Services for Individuals has reached a stage of grouping and rationalizing related information to facilitate access. In 2005 we will achieve a complete and seamless service. We have integrated services across programs within our department.

Employment Insurance Services for Individuals can be accessed via the Human Resources Development Canada site at www.hrdc-drhc.gc.ca and also via the Canada Web site at www.canada.gc.ca using the Canadians gateway, and the Financial Benefits or the Jobs, Workers, Training and Careers cluster.

4.1.5  Employment Services 

A number of employment-related services are available on-line to help individuals looking for work, and to enable employers to post their vacancies and identify potential job candidates.

Our primary clients are businesses and adults and they benefit from our on-line services in various ways, namely through simplified interactions with government; higher quality information leading to more educational skills and business opportunities; professional development opportunities; client-centric service; and other non-quantifiable benefits.

The following is a list of the on-line Employment Services, some of which are being integrated to provide more client-centric solutions to our clients in their job searches:

• The Foreign Workers Service-Information is on-line and provides guidelines for employers seeking to hire a foreign worker, application forms, contact numbers, and information pertinent to the recruitment process.
• Job Bank for Employers-In January 2002, Job Bank introduced a new feature called Job Bank for Employers that allows employers to post their job openings free of charge through the Internet. Employers can manage their own job advertisements, and will notice how quickly their orders can be displayed.
• Job Bank is the largest Web-based network of job postings available to Canadians and that employers can use to advertise work opportunities free of charge. Job Bank provides access to over 32,000 jobs at any one time, with up to 2,000 new jobs posted every day. By 2005, both employer and job seeking clients will benefit from an enhanced job matching capability that uses the National Occupational Classification (NOC) checklist.
• The National Labour Market Information Service (Labour Market Information) is developing an application to provide general and detailed information on local labour markets across Canada to help Canadians make informed employment, training and career decisions, and help them look for work. The Labour Market Information Web application will be completed by April 2004.
• The Electronic Labour Exchange (Electronic Labour Exchange) is a Web-based employment service where job seekers and employers can find each other using electronic checklists to match work to people and people to work. We plan to have this service incorporated into Human Resources Development Canada's Job Bank site in April 2004.

The on-line service has resulted in increasing amounts of e-mail enquiries to Enquiries Canada (Public Works and Government Services Canada). We expect there to be increases in the complexity of enquiries/requests from clients, call centres, in-person centres, and a decrease to service delivery staff levels.

All the above tools can be accessed via the Human Resources Development Canada site at www.hrdc-drhc.gc.ca or via the Canada Web site at www.canada.gc.ca using the Canadians gateway, and the Jobs, Workers, Training and Careers cluster.

4.1.5.1  Foreign Workers

The Foreign Worker service provides guidelines for employers seeking to hire a foreign worker.  Their website provides application forms, contact numbers, and information pertinent to the recruitment process.  Client benefits include 24 hour access to the service, improved processing times, increased client satisfaction, and more efficient program delivery.

Visit this service at http://hrdc-drhc.gc.ca/hrib/lmd-dmt/fw-te/common/intro.shtml

4.1.5.2  Job Bank for Employers

Job Bank has introduced a new feature called Job Bank for Employers that allows employers to post their job openings free of charge through the Internet.  Employers are able to manage their own job advertisements at their own convenience – 24 hours a day, 7 days a week. Employers will notice a time savings in how quickly their orders can be displayed. 

Visit this service at  http://www.employers.jobbank.gc.ca/common/login.asp?LanguageCode=E&Prov=

4.1.5.3  Job Bank

Job Bank is the largest, 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.  Clients save time by looking at job openings on the web as opposed to visiting our local offices to view these jobs on a Job Bank Kiosk.

Visit this service at http://www.jobbank.gc.ca/

4.1.5.4  National Labour Market Information Service

This service provides general and detailed information on local labour markets across Canada .  The information provided here can help Canadians in their search for work and help in making their employment, training and career decisions.

Visit this service at http://lmi-imt.hrdc-drhc.gc.ca/scripts/province.asp?lang=e&plat=1

4.1.5.5  Electronic Labour Exchange

The Electronic Labour Exchange (ELE) is a web-based employment service where job seekers and employers can find each other.  The system uses electronic checklists to match work to people and people to work.  Job seekers complete a quick and easy on-line checklist to advertise their skills profile to thousands of ELE registered employers across Canada .  Employers will match their job requirements to people with the skills, education and experience they're looking for - making it easier to find the right match.

Visit this service at http://www.electroniclabourexchange.ca

You can also visit the above services via the main Canada web site www.canada.gc.ca using the following gateway(s), and primary or other cluster(s). 

4.1.6  Federal Mediation and Conciliation Services

The Federal Mediation and Conciliation Service (FMCS) is responsible for providing dispute resolution and dispute prevention assistance to trade unions and employers under the jurisdiction of the Canada Labour Code. The FMCS provides conciliation and mediation assistance to parties engaged in collective bargaining and offers an extensive range of preventive and grievance mediation services aimed at resolving differences and improving industrial relations during the closed period of a collective agreement. It also manages the Labour-Management Partnerships Program, which provides seed funding for innovative projects designed to improve labour-management relations. By providing unions and employers with these services, the FMCS helps to foster harmonious labour-management relations throughout Canada. The Federal Mediation and Conciliation Service has integrated services across provincial government jurisdictions.

The Federal Mediation and Conciliation Service has two unique clients, employers and unions. In 2003, the FMCS made basic information available on-line, benefiting clients by providing them with easier access to FMCS information and thereby increasing their business opportunities. By 2005, clients will actually be able to apply for services on-line.

In the spring of 2002, we conducted a client satisfaction survey of all FMCS services. The majority (88 percent) of clients was very satisfied with the quality of service.

The FMCS can be found via the Human Resources Development Canada site at www.hrdc-drhc.gc.ca and also via the Canada Web site at www.canada.gc.ca. Click on "Canadian Business" and, on the Canadian Business page, select "Human Resources Management" or "Regulations." Or, click on "Canadians" and on the Canadians page select "Jobs, Workers, Training and Careers."

4.1.7  Labour Transaction Services

Clients subject to the Canada Labour Code, Parts I, II and III, the Employment Equity Act, the Federal Contractors Program and the Government Employees Compensation Act will be able to provide information required by law to Human Resources Development Canada via the Internet. The primary client for these services are employers.

Labour Transaction Services include:

• download capacity for the "Employment Equity Computerized Reporting System" (under the Legislated Employment Equity Program);
• electronic reporting of the "Employers' Annual Hazardous Occurrence Investigation Report;"
• electronic reporting of the "Safety and Health Committee report;" and
• on-line "Application for Merit Award" (under the Federal Contractors Program).

With the availability of interactive services, our federal jurisdiction employers will save time and effort filing information required under law. We expect a decrease in demand for mail service.

Labour Transaction Services is accessed via the Human Resources Development Canada site at www.hrdc-drhc.gc.ca and also via the Canada Web site at www.canada.gc.ca. Click on Canadian Business and, on the Canadian Business page, select Human Resources Management, Business Statistics & Analysis or Regulations. Or, click on Canadians and, on the Canadians page, select Jobs, Workers, Training and Careers; Health; or Public Safety.

4.1.8  National Homelessness Initiative (NHI)

The National Homelessness Initiative (NHI) Web site provides a forum for Government officials, researchers, community service providers and the general public to access the latest information on National Homelessness Initiative contributions, news and general content.

The NHI Web site gives an immediate and comprehensive overview of the National Homelessness Initiative. It provides users with access to a database containing information on the over 1,000 projects funded through the National Homelessness Initiative's cornerstone program, Supporting Communities Partnership Initiative (SCPI) and access to a news room containing related media releases. It allows users to download reports, plans, and other documents. The NHI Web site can save clients both time and effort

The primary client group is virtually all Canadian citizens, especially individuals and organizations addressing homelessness through research, policy development and community planning and action.

Client benefits include easier access to information at any time, simplified interactions when seeking information from Government and better information leading to increased opportunities for users. We expect a 20 percent increase in on-line service with a related decrease in mail service.

The National Homelessness Initiative has reached a stage of grouping and rationalizing related information to facilitate access. We have achieved integrated services across programs within the Department and across provincial and municipal governments and non-profit sector jurisdictions.

The National Homelessness Initiative can be accessed via the Canada Web site at www.canada.gc.ca. Click on Canadians and, on the Canadians page select any of Aboriginal Peoples; Children; Financial Benefits; Health; Jobs, Workers, Training and Careers; Persons with Disability; or Youth.

4.1.9  Old Age Security (OAS)

The integrated Human Resources Development Canada site features in-depth information about financial benefits for Canadians such as Old Age Pensions. Old Age Security (OAS) clients are primarily seniors, including low-income seniors; however, members of the general public are potential clients as Old Age Security is a public pension program for Canadian citizens. Clients benefit from having Old Age Security information and services on-line by enjoying easier access to information at any time, and simplified interactions with Government. The following planning is under way to provide further on-line services to Old Age Security clients by 2005:

• View and modify some personal information contained on OAS records. Human Resources Development Canada is planning to integrate this functionality across programs to create a centralized area for the updating of personal information on-line. We plan to have this available on-line in real time in 2005. Options available to clients who receive OAS benefits will include viewing and/or modifying their correspondence address and payment destination (mail or direct deposit); and home telephone number directly via the Internet. The client will also be able to view certain information concerning their monthly benefit payments.
• Apply for OAS benefits, including the Guaranteed Income Supplement, through a simplified process that will reduce the burden on clients to provide documentation such as birth certificates and other data already available from other sources like the Canada Customs and Revenue Agency and the Social Insurance Number Registry. In 2005, we plan to complete, in real time, on-line applications for Old Age Security.

Old Age Security Pensions can be accessed via the Human Resources Development Canada site at www.hrdc-drhc.gc.ca or via the Canada Web site at www.canada.gc.ca. Click on Canadians and, on the Canadians page, select Seniors, or Financial Benefits.

4.1.10  Record of Employment on the Web (ROE Web)

Record of Employment on the Web (ROE Web) is a suite of applications enabling Government-to-business transactions over the Internet. The Record of Employment is a fundamental piece of information that determines eligibility for Employment Insurance benefits. The ROE Web aims to provide a fully automated electronic process to gather Record of Employment information from employers and reduce the paper burden for employers and Human Resources Development Canada (HRDC).

The primary client group is Canadian employers. The benefits for clients include easier access, at any time, and faster transaction turnaround time; cost savings, reduced fees; and simplified interactions with Government. We expect an increase in the complexity of clients' enquiries/requests. There is no evident impact on the number of physical points of contact or on human resources.

In 2002, the Record of Employment Web was piloted with 10 medium to large employers and produced high levels of employer satisfaction. The service is currently being enhanced with an interim solution using the Government of Canada's Secure Channel. In 2003-2004, employers will be able to transmit Record of Employment data securely using the Internet. A "business to business" solution is being developed for large payroll service providers that will enable automatic transmission of Record of Employment data

For the longer term, the federal government is exploring the possibility of employers sending earnings and payroll information electronically to a single point of contact for the federal government. In this regard, associations payroll service providers, and large companies are being consulted. By 2005 we plan to have Record of Employment Web available to all Canadian employers on-line in real time.

A satisfaction survey was completed as part of the Record of Employment Web pilot. The outcome of the survey indicated that employers found the system easy to learn and use, observed that it minimized the use of paper, and recognized that the system contributes to improving their operation.

Record of Employment Web has reached the stage of grouping and rationalizing related information to facilitate access, and will have a complete and seamless service by 2005. ROE Web is an important element of HRDC's integration efforts and the Employment Insurance program's efforts to develop an automated claims adjudication process, bringing together the data from ROE Web and the Employment Insurance Appli-Web application.

Record of Employment or Record of Employment Web can be accessed via the Human Resources Development Canada site at www.hrdc-drhc.gc.ca and also via the Canada Web site at www.canada.gc.ca using the Canadian Business gateway and E-Business or the Human Resources Management clusters.

4.1.11  Social Insurance Number (SIN)

Social Insurance Number (SIN) information is relevant to virtually all Canadian citizens, as well as permanent and temporary residents, employers and other levels of government. It is critical to make SIN information available on-line to provide clients with updated program information. This includes proof of identity requirements; valid uses of the SIN; downloadable communications brochures; questions and answers; a link to a downloadable SIN application form; and a link to help clients locate their local Human Resources Development Canada office.

The Social Insurance Number application form is a PDF document that can be filled out on screen, printed, signed and sent by regular mail with original identity documents. Clients can also e-mail a request to HRDC via an e-mail template form.

Clients benefit from this on-line service with easier access to information, at any time. The client may complete and print the application from any location, and has access to questions and answers to typical questions such as proof of identification and what to do in the case of a lost SIN card or SIN fraud.

Social Insurance Number can be accessed via the Human Resources Development Canada site at www.hrdc-drhc.gc.ca or via the Canada Site at www.canada.gc.ca. Click on Canadians, and on the Canadians page, select Jobs, Workers, Training and Careers, or Newcomers to Canada.

5.  MODERNIZING SERVICE FOR CANADIANS (MSC) 

Throughout its history, Human Resources Development Canada has been working to improve service to clients in many ways and across all major programs and services. We have reached a stage at which we can take a more comprehensive approach to meeting the needs of Canadians, who are often simultaneously citizen, client and taxpayer. In the process, we can improve how we operate and make sustainable use of the resources we have. All this direction is encapsulated in a five-year plan called Modernizing Service for Canadians.

This five-year plan is meant to ensure that HRDC's policies, programs and services are developed and provided to Canadians in a more responsive and integrated efficient manner. Its overall objectives are to shift the Department's focus from business-line operations to citizens' needs and to ensure a social face of the federal government and overall federal visibility, both through our physical and virtual networks.

The starting point for modernizing service is a citizen-centred view of our role and functions. It is about considering the needs of Canadians from their perspectives and looking at our policies, programs and goals, based on their needs and expectations. It is about recognizing that people are looking to HRDC for solutions to situations that arise throughout their lives. It is also about realigning how we provide our information and services, so that citizens can access those services when and where they need them, often through new technologies such as the Government On-Line initiative.

Under Modernizing Service for Canadians, the Service Vision for Canadians means rethinking the Government's relationship with Canadians, not only as clients who receive a quality experience, but also as informed citizens engaged in shaping government service, programs and policy, and as taxpayers who expect to receive value for money. The Service Vision for Canadians defines service in five broad types that cut across the Government of Canada-namely information, transaction, knowledge, interaction and intervention. The Service Vision for Canadians is one of the three visions (Canadians, Business and International) that will be rolled up to form the Government of Canada Service Strategy.

6.  CONCLUSION 

As part of the channels Human Resources Development Canada uses to deliver information and services, Government On-Line is seen as an essential element of our service vision and our Modernizing Service for Canadians efforts. We are focusing on service delivery from a client perspective, including opportunities presented by new information technologies. HRDC's on-line services and its role in a larger transformation agenda are well established and part of a broader strategic planning process.

Human Resources Development Canada service channels are managed with a threefold comprehensive approach focusing on:

1. citizens' expectations and needs, and identifying the appropriate channels to respond to those interests;
2. business and operational planning based on the client's perspective, integrating our business objectives and approaches to service delivery; and
3. managing resource investments between channels in a coordinated fashion to ensure maximum benefits for citizens.

Human Resources Development Canada has conducted surveys and focus group testing to establish a baseline of client satisfaction with HRDC services that will help guide service transformation and Canadians' service experience. Priority areas for continued improvement are constantly being identified and integrated into Human Resources Development Canada's 2004-2005 Operational Plan.

7.0  CONTACT INFORMATION 

Sue Smee
Senior Project Manager
Modernizing Service for Canadians
Human Resources Development Canada
Telephone: (613) 957-8408
E-mail: sue.smee@hrdc-drhc.gc.ca

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