Human Resources And Skills Development Canada and Social Development Canada Government On-Line 2004 Public Report

• 1.   Introduction
• 2.   HRSDC'S and SDC's Approach To Government On-Line
• 3.   HRSDC'S and SDC's Gateway And Cluster Leadership
  • 3.1   The Canada Site
  • 3.2   Canadians Gateway
  • 3.3   Canada Benefits
  • 3.4   Human Resources Management Cluster
  • 3.5   Jobs, Workers, Training and Careers Cluster
  • 3.6   Persons with Disability Online Cluster
  • 3.7   Youth Cluster
• 4.   SDC/HRSDC's On-Line Presence
  • 4.1  Departmental (SDC and HRSDC) Internet Sites
    • 4.1.1    Canada Education Savings Grants (CESG)
    • 4.1.2    Canada Pension Plan (CPP)
    • 4.1.3    Canada Student Loans Program On-Line Services
    • 4.1.4    Employment Insurance (EI) 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 Service
    • 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

1. Introduction

Excellence in service delivery is a key priority for Human Resources and Skills Development Canada (HRSDC) to achieve its mission of enabling Canadians to participate fully in the workplace and the community; and for and Social Development Canada (SDC) to achieve its mission of encouraging and enabling individuals, families and communities to reach their full potential, and maintain the quality of life that Canadians expect. 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 HRSDC and SDC services through the Internet from their homes, at work or school and through thousands of self-serve access points that HRSDC and ADC maintain across the country. The Departments have a network of local offices across Canada, in rural and urban locations. They have 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.

HRSDC and SDC also play a leadership role in transforming service across the Government of Canada through their Modernizing Service for Canadians (MSC) initiative and also through their 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. HRSDC'S and SDC'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 HRSDC and SDC have been identified as lead departments. HRSDC and SDC are leaders in developing on-line services and information, and in the overall service transformation of Government. Under this initiative, the Departments commit 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.

HRSDC and SDC have been key partners from the very onset of Government On-Line and continue to develop on-line services and information. Our main web sites consistently rank 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.

HRSDC and SDC currently have 11 Government On-Line projects and also manage 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 Departments' on-line services and role in a larger transformation agenda are well established and are part of a broad strategic planning process.

HRSDC and SDC Internet Channel/E-mail Harmonization Initiative will build on the Internet Improvement Project (IIP) whose main objective is to consolidate HRSDC's and SDC'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 and SDC's Internet presence. The Internet Improvement Project will culminate in the launch of the Departments' new consolidated Internet Channel site and will move towards a more fully integrated management of the Internet Channel.

3. HRSDC'S and SDC'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 (known as "clustering") instead of by department. A success of gateways and clusters is that subject and audience groupings are increasingly being employed on departmental sites as well.

3.1 The Canada Site

The Canada Site is the Government of Canada's primary portal 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, the previous Human Resources Development Canada (HRDC) undertook responsibility for the overall design and evolution of the Canadians Gateway. In 2003, with the reorganization of the department into Human Resources and Skills Development Canada and Social Development Canada, the latter department assumed the lead of the Canadians Gateway as well as the Financial Benefits Cluster, while Human Resources and Skills Development Canada was given responsibility for the Jobs Workers Training and Careers, Human Resource Management, Persons with Disabilities, and Youth clusters. 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 and residents access to services and information organized into intuitive, client-centric subject and citizen groupings, rather than by program or by department. The Gateway and its clusters will continually evolve to incorporate new technologies and service-oriented enhancements. The gateway continues to improve on-line service to Canadians and residents by incorporating feedback from 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 accessible through the Canada Site by selecting "Canadians and Residents."

3.3 Canada Benefits

Social Development Canada leads the Financial Benefits Cluster, also known as Canada Benefits. The cluster provides central access to Government-wide information and services about benefit programs such as Employment Insurance, tax credits and benefits for homeowners, student loans and grants, and public pensions.

When visiting Canada Benefits, citizens can find benefits by simply selecting an audience grouping such as "I am a senior" or a life event such as "Retirement". For an even more personalized list of benefits, citizens can use the Benefits Finder-an interactive search tool that provides lists of benefits tailored to each user's circumstances.

The cluster is available on the Canada Site by selecting "Canadians" and then "Financial Benefits".

3.4 Human Resources Management Cluster

The Human Resources Management cluster is located under the Canadian Business section of the Canada Site [http://canada.gc.ca/main_e.html]. 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 to 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. Select "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 is located under the Canadians section of the Canada Site. 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 and Skills 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. Select "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. Select "Canadians" and, on the Canadians page, select "Persons with Disabilities."

3.7 Youth 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.

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

The Youth cluster is working to develop 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 Site. Select "Canadians and Residents" and, on the Canadians page, select "Youth."

4. SDC/HRSDC's On-Line Presence

4.1 Departmental (SDC and HRSDC) Internet Sites

In December 2003, it was announced that Human Resources Development Canada (HRDC) would be reorganized into two new departments - Social Development Canada (SDC) and Human Resources and Skills Development Canada (HRSDC). At the time, HRDC was proceeding with plans to launch a new, client-centred, integrated Internet site that consolidated information from 170 different web sites into one integrated Internet channel.

The new site was to be linked to relevant Government of Canada clusters and partnership sites, and organized from a client's perspective instead of from an organizational one, with information presented in a 'no wrong door' manner. To reflect this reorganization, presentation templates were developed for both SDC and HRSDC, related technical issues were resolved, and a new integrated site was launched on March 17, 2004.

The new site is based on sound information management practices, using an enterprise content management solution (ECMS) to support a single publishing process. It includes a consistent approach to Internet channel management processes (approval, publishing, management and accountability), policies and standards. It also includes harmonized departmental e-mail response processes as well as an enhanced "contact us" feature. Throughout 2004, groups responsible for publishing departmental web content have received the necessary training and documentation to ensure that this new tool is used effectively and efficiently.

In addition, a harmonized departmental e-mail strategy is being developed to further streamline and standardize client service, reduce costs and duplication, and ultimately offer a consistent approach to client service.

Since the site launch, attention has focused on quality control and site enhancement measures. The quality of translation in site content has been reviewed and improved, and a comprehensive site content enhancement plan implemented. Incoming e-mail messages from site users are stored in a database and analysed for any information that will facilitate web service improvements. Various program units offer valuable suggestions and feedback received from site users and questions from call centres are also being analysed for information that may contribute to site improvements. Finally, the information architecture of the web site is being examined to ensure that it properly reflects the information and service offerings of the new departments as well as ensuring that it is aligned with Government of Canada initiatives for information architecture and metadata

As SDC / HRSDC strive to be transparent and accountable in how they conduct business, a Public Disclosure Reports area has been added to the site so that citizens may view reports that support these efforts.

Internally, efforts are ongoing to explore how the new web channel can serve as a consistent knowledge tool for staff and ultimately enhance the service provided to our clients. Marketing efforts to increase web channel take-up and to inform clients of the benefits of conducting transactions on-line are currently underway.

To meet the service delivery expectations of citizens, the Internet Channel makes every effort to ensure its citizen-centric focus by providing seamless, integrated E-Services to support service delivery. The consolidation of 170 different web sites into one citizen-centric site achieved this objective for information about our programs and services. The next step is to ensure that expectations in the provision of E-Services including the development of innovative transactions for citizens are met.

Usability and focus testing are scheduled in order to facilitate improved site design and navigation for site visitors. Also, through ongoing analysis of external emails, regular reports are produced on the types and frequency of e-mail questions received, and used to improve web delivery service. In addition, web site usage statistics are being examined more closely, with plans for major enhancements in this area which will further analyze web traffic patterns that can then be used to further enhance our web service.

Finally, to meet the service delivery expectations of citizens Internet Channel remains focused on being citizen-centric by providing seamless, integrated E-Services to support service delivery. The consolidation of 170 different web sites into one citizen-centric site achieved this objective for information about our programs and services. The next step is to ensure that citizens' expectations for the provision of E-Services are net, including the development of innovative transactions for citizens.

Currently, many departmental E-Services are only linked to, but not fully integrated in the Internet site that was released in March 2004. The current offering of SDC/HRSDC services through E-Services still shows the "seams" of a silo approach to E-Service development, by subjecting the citizen to inconsistent look and feel within the departments as well as within branches, and requiring duplication of common tasks such as entering address information.

With this in mind, E-Service delivery is being improved through the use of the Secure Channel to protect citizens, businesses and the Canadian government by ensuring sensitive data is handled in a secure and private fashion, i.e., "My Account" initiative which provides citizens with an interactive point of entry to integrated information and transactional government services. As service transformation progresses from an Internet-based initiative for accepting applications and providing information to a multi-channel cross-departmental initiative that can support full end-to-end business processing, Secure Channel will be called upon to facilitate secure information sharing with other departments, jurisdictions and our clients, thereby enabling GOL services to effect true business transformation.

To better integrate our E-Services with program and service information the departments are exploring new ways to use the Enterprise Content Management Solution to meet the changing priorities for citizens.

Overall, the departments continue their efforts to make the Internet the number one self-service channel for Canadians by delivering efficient and fully integrated citizen-centric services and benefits within a multi-channel delivery network.

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 and Skills Development Canada (HRSDC) 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 HRSDC programs such as the Social Insurance Number Registry and Canada Student Loans, as well as to the Canada Revenue Agency (CRA), and to RESP promoters. Also available is 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.

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 and Skills Development Canada site. You can also access the information on the Canada Site 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)

Annually, the Income Security Program (ISP) CPP program receives some 506,000 applications and makes payments to 3.8 million pensioners and beneficiaries. Annual CPP benefit payments, as of July 2004, totalled some $22.6 billion. The ISP Old Age Security (OAS) program receives some 763,000 applications annually and makes payments to 4.1 million pensioners. Annual OAS benefit payments, as of July 2004, totalled some $27 billion. In addition, OAS and CPP programs combined receive over 4.7 million telephone enquiries each year.

Up until recently, citizens applying for CPP benefits had only two choices; visiting an HRDC office or sending their application and supporting documents via mail. Citizens have been required to complete complex, long and difficult to understand forms, and to submit evidence that has already been provided to the department, or to appear in person to certify original documents. Internally, the business process of adjudicating CPP applications remains centred on paper - application, supporting documents, calculation worksheets, notes to file and filing and storage. This heavy paper burden consumes resources that might otherwise be used to address citizens' needs in other ways.

We are currently developing internet services that will result in streamlined applications processes for CPP benefit programs and on-line self-service options for clients. This will improve services to the Canadian public, especially working-age adults and seniors, and improve administration of the program. The benefits to our clients are easier access to government information and services at any time, and simplified interactions with Government. Additionally, with significant increases in the population of seniors over the coming years, on-line services will support continued high levels of service delivery for CPP programs. The integrated Social Development Canada web site features in-depth information for Canadians about financial benefits such as the CPP. Clients can access on-line information regarding CPP benefits, including Retirement, Disability, Death and Survivors' benefits.

Currently, CPP contributors (working age adults) can use the following on-line services:

• request that an official Canada Pension Plan Statement of Contributions be mailed to the address on file;
• estimate their retirement income from public and private sources using the Canadian Retirement Income Calculator; and
• apply on-line for Canada Pension Plan benefits (retirement) through a simplified process.

Currently, CPP benefit recipients can:

• access Canada Pension Plan tax information slips on-line (also known as T4A or NR4 slips), to view and print their tax slips.

In 2005, additional services will become available.

CPP contributors will be able to:

• view and print their own Canada Pension Plan Statement of Contributions information including their individual specific biographical data, record of earnings data, and associated Canada Pension Plan benefit estimates.

CPP benefit recipients will be able to:

• view and modify some personal information contained in Canada Pension Plan records. The options available to domestic clients who receive Canada Pension Plan benefits will include viewing and changing their address and payment destination (cheque or direct deposit), viewing and changing their telephone number, and viewing their monthly benefit payment. Foreign clients will have view access only to all information; and
• as well, as of February 2005, clients who are in pay as a result of an agreement with another country will have access to the on-line tax information slip service currently available to domestic clients.

Exit surveys are made available to all users of our online services. The results of the surveys to date indicate that 75% of respondents are satisfied with our services and got what they needed from them.

Canada Pension Plan on-line information and services are on the Social Development Canada site. You can also access the information on the main Canada Site 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.

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.

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 CSLP 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 Site 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 and Skills Development Canada receives approximately 3 million applications for Employment Insurance (EI) benefits. HRSDC 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 HRSDC's efforts to strengthen the quality and cost effectiveness of services.

Applicants for EI benefits are able to access services on-line at their convenience. Applicants are 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) both support the EI program's efforts to develop an automated claims adjudication process.

Employment Insurance's Appli-Web, allows claimants to apply for benefits via the Internet. It is anticipated that during 2005, 80 percent of EI applications will be received via Appli-Web using the Internet. The service kiosks in local offices also allow clients to apply for EI benefits via Appli-Web. Enhancements to the Interactive Fact Finding System (IFFS) will improve claims adjudication by allowing claimants the ability to provide additional information to support their claim. Making the Interactive Fact Finding System 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.

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.

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 and Skills Development Canada site and also via the Canada Site 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 job seekers 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:

• 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 benefit from a rapid turnaround time in having their ads 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.
• The National Labour Market Information Service has developed an application to provide information on local labour markets across Canada. This application assists users in making informed employment, training, career and business decisions.
• 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. All the above tools can be accessed via the Human Resources and Skills Development Canada site or via the Canada Site 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 web site 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.

4.1.5.2 Job Bank for Employers

Job Bank for Employers 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.

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 30,000-40,000 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 from any location or they can visit our local offices to view these jobs from Internet workstations on site.

As a result of new features added in 2004, both employer and job seeking clients now benefit from an enhanced job matching capability that matches skills demand with skills supply using the National Occupational Classification (NOC) checklist.

4.1.5.4 National Labour Market Information Service

The National Labour Market Information Service (NLMIS) has developed an application to provide information on local labour markets across Canada. This application assists job seekers, people exploring career options, workers , career practitioners, employment service providers, employers and community development organizations in making informed employment, training, career and business decisions.

The site serves over 110,000 visitors a month.

You can also visit the above services via the main Canada Site using the Canadians gateway, and the following clusters: Jobs, Workers, Training and Careers; Financial Benefits; Persons with Disabilities; Youth; and the Canadian Business Gateway, Human Resources Management cluster; and the Non-Canadians Gateway, Going to Canada cluster.

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 FMCS serves both employers and unions. In 2003, the FMCS made basic information available on-line, benefiting clients by providing them with easier access to program, legislative and policy information and thereby increasing their industrial relations knowledge. By 2005, clients will be able to obtain and complete application forms for Labour-Management Partnerships Program funding on-line.

In the spring of 2002, an independent client satisfaction survey concerning FMCS services found that 88 percent of its clients were very satisfied with the quality of service provided by the program.

The FMCS can be found via the Human Resources and Skills Development Canada web site or via the Canada Site. Once on the HRSDC web site home page select "Labour and Workplace" and then select "Collective Bargaining".

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 and Skills Development Canada via the Internet. The primary clients 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 and Skills Development Canada site and also via the Canada Site. Select Canadian Business and, on the Canadian Business page, select Human Resources Management, Business Statistics & Analysis or Regulations. Or, select 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 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 groups are 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 Site. Select 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 Income Security Programs' (ISP) OAS receives some 763,000 applications annually and makes payments to 4.1 million pensioners. Annual OAS benefit payments, as of July 2004, totalled some $27 billion. In addition, OAS and Canada Pension Program (CPP) programs combined receive over 4.7 million telephone enquiries each year.

Up until recently, citizens applying for OAS benefits had only two choices; visiting an HRDC office or sending their application and supporting documents via mail. Citizens have been required to complete complex, long and difficult to understand forms, and to submit evidence that has already been provided to the department, or to appear in person to certify original documents. Internally, the business process of adjudicating CPP applications remains centred on paper - application, supporting documents, calculation worksheets, notes to file and filing and storage. This heavy paper burden consumes resources that might otherwise be used to address citizens' needs in other ways.

We are currently developing internet services that will result in streamlined applications processes for OAS benefit programs and on-line self-service options for clients. This will improve services to the Canadian public, especially seniors, and improve administration of the program. The benefits to our clients are easier access to government information and services at any time, and simplified interactions with Government. Additionally, with significant increases in the population of seniors over the coming years, on-line services will support continued high levels of service delivery for Old Age Security programs.

The Social Development Canada site features in-depth information for Canadians about financial benefits, such as OAS, a public pension program for Canadian citizens. OAS clients are seniors, including low-income seniors. Through the site, clients have access to OAS information and application forms.

Currently OAS benefit recipients can:

• apply for OAS benefits, including the Guaranteed Income Supplement, through a simplified on-line process that reduces the burden on clients to provide documentation such as birth certificates and other data already available from other sources such as the Social Insurance Number Registry.
• access Old Age Security tax information slips (also known as T4A or NR4 slips). These have been available on-line for on-line viewing and printing since February 2004.

In 2005, additional services will be made available which will allow OAS benefit recipients to

• view and modify some personal information contained on OAS records. Options available to domestic clients who receive OAS benefits will include viewing and modifying their address, payment destination ( cheque or direct deposit) and telephone number and viewing their monthly benefit amount.
• as well, as of February 2005, clients who are in pay as a result of an agreement with another country will have access to the on-line tax information slip service currently available to domestic clients.

Exit surveys are made available to all users of our online services. The results of the surveys to date indicate that 75% of respondents are satisfied with our services and got what they needed from them.

Old Age Security Pensions can be accessed via the Social Development Canada web site or via the Canada Site. Select Canadians and Residents and on the Canadians page, then select Seniors or Financial Benefits.

4.1.10 Record of Employment on the Web (ROE Web)

To assist businesses with reducing the administrative costs of producing Records of Employment (ROEs) and to improve Employment Insurance (EI) benefit delivery (more timely and accurate), Human Resources and Skills Development Canada (HRSDC), through the EI Program, is working with employers, payroll service providers and payroll software vendors to provide for electronic filing of ROEs and payroll information. The Record of Employment on the Web (ROE Web) facilitates business-to-government transactions over the Internet. ROE Web permits the acceptance of secure web-based transmissions of ROE data from employers, using Public Key Infrastructure (PKI) technology that provides authentication, encryption and digital signature on the transactions.

For businesses using ROE Web the cost of producing ROEs has dropped significantly. With ROE Web, businesses can produce a single ROE, or multiple ROEs, by doing an extraction straight from their electronic payroll. What, in some cases, took hours of painstaking transcribing from the payroll records to ROE form is now accomplished in minutes electronically.

ROE Web has a number of built in edits which help to ensure that each ROE is produced accurately. These edits help businesses avoid the expensive re-work of correcting ROEs. While at the same time helping to ensure clients the EI benefits to which they are entitled in the correct amount and on time. Overall the ROE Web initiative improves services to Canadian businesses by reduces administrative costs, improves the administration of the EI fund and EI recipients enjoy better service.

The ROE Web service is available to all businesses regardless of size. Additional information concerning ROE Web and how to register for the service is available at the HRSDC web site and also via the Canada Site using the Canadian Business gateway and E-Business or the Human Resources Management clusters.

4.1.11 Social Insurance Number (SIN)

The Social Insurance Number (SIN) is a unique number assigned to Canadian citizens, permanent and temporary residents. It is used through out an individual's lifespan as a file number which identifies them as clients and facilitates their access to government of Canada social programs, services and social benefits.

The SIN web site presents a general overview of the SIN program, including the program's history and its current policies and procedures. The web site provides useful information such as frequently asked questions and a variety of communication publications related to the program and its services.

Visitors to the web site can communicate with program officers at the Social Insurance Register (SIR) in Bathurst, New Brunswick. General (non-personal) enquires can be answered through this service.

Social Insurance Number information can be accessed via the Social Development Canada web site or via the Canada Site.

5. Modernizing Service For Canadians (MSC)

Throughout its history, SDC/HRSDC 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 SDC/HRSDC'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 SDC/HRSDC 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 SDC/HRSDC use 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. SDC/HRSDC's on-line services and roles in a larger transformation agenda are well established and part of a broader strategic planning process.

SDC/HRSDC 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.

SDC/HRSDC have conducted surveys and focus group testing to establish a baseline of client satisfaction with SDC/HRSDC services that will help guide service transformation and Canadians' service experience. Priority areas for continued improvement are constantly being identified and integrated into SDC/HRSDC's Operational Plan.