Report - Government On-Line and Canadians

THREE: Results to Date

Government On-Line means more than simply creating websites and digitizing information. The government has taken a more fundamental approach of re-thinking service delivery and how the smart use of the Internet and information technologies can benefit the Canadian economy and society.

The Internet provides unprecedented opportunities to realize a citizen-centered vision of government service delivery. Programs offered by individual departments can be "joined up" electronically – clustered on a single website or integrated into a single service that better responds to client needs.

Canadians are looking for seamless service from government. They do not want to have to know which department or level of government offers which service. They want a single place to find all government services that are relevant to them in one place, at one time - a "single window" into government. Working with provincial, territorial and municipal governments to realize this vision will take time, but this "citizen first" view of service delivery is at the heart of what we are trying to accomplish with GOL.

Below are some highlights and examples of what has been achieved to date – more detail is available from the departmental GOL reports.

More accessible government

The Government of Canada delivers a wide range of information and services to individual Canadians, Canadian business, and international clients. We are making information and services easier to find and use by:

• organizing services in a way that makes sense to Canadians;
• putting information on key government services and the most commonly used forms on-line; and
• ensuring that government websites are easy to identify and navigate.

Organizing services in a way that makes sense to Canadians

The launch of the re-designed main Government of Canada website in early 2001 is one of the more obvious demonstrations of a citizen-centered approach to on-line service delivery.

Traditionally, information on government services was organized alphabetically by department. But many Canadians are uncertain about which department offers which service. The re-designed Canada Site addresses this problem by offering new points of entry which bring together information and services for individual Canadians, businesses and international (non-Canadian) clients (see box).

Information for Canadians includes information and services by topic (e.g., learning about health care, filing income tax returns or finding a job) and client group (e.g., youth or seniors). The Canadian Business section provides easy access to information and services that a business might require over its life cycle from initial start-up to hiring employees and exporting. The non-Canadians section (Canada International) provides information to foreign citizens who are interested in visiting, studying or doing business with Canada, or who are interested in our country, our values and our involvement in international affairs.

This client-centered approach removes the onus on Canadians to find and assemble related products from different government organizations, providing access in one place to all information and services offered by the Government of Canada. In April 2001, Accenture, an independent global consultancy with an e-government practice, awarded Canada the number one position in the world for progress in moving on-line, largely based on this "whole of government approach":

"Canada has secured the number one position in eGovernment Leadership for 2001. . . This can be attributed to the commitment from the Canadian government to break open the traditional departmental approach to on-line service delivery and instead place the needs of citizens and businesses at the core. Canada has begun to turn rhetoric into reality." (Accenture, eGovernment Leadership: Rhetoric v.s. Reality – Closing the Gap)

Putting information and forms on-line

Information about government programs and services, the most commonly used forms, and federal policies, laws and regulations are available on-line, accessible through the Canada Site as well as departmental websites. On-line information offers many benefits. It is accessible at any time to clients, and can be updated instantly in response to changing circumstances. Amid the many choices available on the Internet, Government of Canada websites offer a trusted source of information (see box).

The benefits of up-to-date and trusted information are particularly evident in a time of crisis. These benefits were put into practice following the tragic events of September 11^th. The Canada Site, with the help of many departments, quickly provided Canadians with a central point of access to timely and accurate information related to the attacks, such as air travel, wait times at the border and assistance to victims. In the week after the attacks, over 30,000 page requests were made to the "U.S. Crisis Page" of the Canada Site. The "Border Wait Times" page received 90,000 hits in the three days following September 11^th.

Making government websites easy to navigate

By the end of 2002, all government websites must use common navigational tools and formats and conform to a "Common Look and Feel." The intent is to make it easier for citizens and businesses to recognize, navigate and use federal websites and services. Common Look and Feel also includes accessibility requirements, which ensure that federal websites will meet international accessibility requirements, and requirements for the use of notices regarding privacy and official languages.

Better and more responsive service

Canadians want more than just information about government programs and services – they are looking for the ability to interact with the government electronically, both to receive services and to express views. We are responding to this need by putting the most frequently used services on-line and enabling on-line discussion and consultation.

Convenient services

On-line service delivery is, for many, more convenient than in-person delivery, and faster than paper-based processes. Canadians want to obtain specific information tailored to their needs, such as job opportunities; to apply for benefits, such as pensions and Employment Insurance; to apply for passports; and to order government publications on-line.

On-line service delivery parallels the use of e-business or e-commerce in the private sector (see box). As private sector experience has shown, application of e-business means not just introducing new software, but fundamentally looking at how business processes are organized and implemented throughout an organization.

The Government of Canada has started this re-thinking process as part of its commitment to improved service quality. We have made good progress. Here are some examples of services available on-line, for individuals and businesses.

Services for individuals: Canadians can find a host of information services available on-line, including health, environmental, employment and financial planning information (see boxes). As an example of tailored information available through GOL, Community Profiles allows Canadians to learn more about the communities in which they live. Simply entering the name of a place provides access to a wealth of information and maps. Data on population, education, income and work, families, dwelling characteristics, and births and deaths are available for 6,000 Canadian communities.

Transactional services are also beginning to appear. Filing personal income tax and benefits returns is a good example. NetFile provides Canadians with the option of filing their income taxes and benefits returns securely over the Internet. This service was first offered in 2001, and was used by over 1.4 million taxpayers – this number is expected to grow. Canadians can also make on-line requests for changes or reviews related to their personal income tax, and will shortly be able to request address changes on-line.

The Government of Canada is also investing in putting major benefits programs on-line, such as the Canadian Pension Plan, Old Age Security and Employment Insurance. Initial investments have been made in re-thinking these services and in piloting news ways of service delivery. More details are provided in Section FOUR.

Services for businesses: A wide range of services is available to Canadian businesses on-line. Businesses can search for corporate names, register on-line for Canada Customs and Revenue business programs, incorporate federally, and seek patent protection. Businesses can also take advantage of a range of interactive tools and obtain on-line information on government regulations. Suppliers wishing to sell goods and services to the government can participate in an on-line registry. (see boxes)

More responsive government

So far, Canadians are reacting with enthusiasm to on-line services. The utilization of the electronic channel to access government services has been steadily rising, both in terms of overall volume and frequency of use. Electronic delivery provides new ways for clients to express their views on the quality of service delivery, through features such as "contact us" buttons, and on-line surveys.

The government is seeking citizen views on its approach to on-line service – an innovative on-line citizens’ panel will examine issues such as navigation, security, and e-consultation (see box).

The Internet provides a tool not only to measure service delivery, but also to actively engage Canadians in discussions of emerging policy issues and to seek their views and observations. Many departments are incorporating on-line consultation in their daily work. Citizens or clients can provide feedback on website design, assist data collection (see box), and contribute to the policy-making process. For example, the Rural On-Line Dialogue provides a forum for people in rural areas to share information, lessons learned, and discuss common issues and solutions.

In September 2001, the President of the Treasury Board of Canada, the Honorable Lucienne Robillard, announced the formation of the Government On-Line Advisory Panel (http://www.gol-ged.gc.ca/pnl-grp/index_e.asp). The Panel is comprised of representatives from all facets of Canadian life, including the general public, the business and the high technology sectors, the academic and educational sector, and the voluntary sector. The Panel is responsible for providing advice and guidance to ensure that Canadians are provided with improved access to innovative on-line services from the Government of Canada.

Building trust and confidence in on-line delivery

Canadians will not engage in electronic transactions unless they trust that transactions are secure and private. In a survey conducted early in 2001, only 15% of Internet users said they would be willing to provide their credit card number over the Internet, and only 12% say they would transmit their bank account number. (Communication Canada – Winter 2001 Survey). This may explain why more than a third of regular Internet users say they would still prefer traditional service delivery channels instead of the Internet for government services that involve divulging personal information.

As the government makes more transactional services available on-line, such as applying for benefits, it will be critical to assure Canadians that the privacy and security of their personal information will continue to be protected with the same degree of care as with today’s service delivery methods.

Secure transactions

A "next generation" secure infrastructure is being built to provide the enhanced security required to support a broad range of increasingly interactive services. The secure infrastructure will also allow services to be integrated in a way that meets client needs. A centerpiece of this common infrastructure is the Secure Channel – the backbone of hardware and software that will soon be available to all departments and agencies to securely receive, store and exchange electronic information, and to identify the clients they are dealing with electronically. The Secure Channel is vital to the implementation of Government On-Line, as it will:

• protect government networks from new and potentially more sophisticated "cyber attacks" by hackers and others, ensuring that Government of Canada sites can continue to be trusted;
• allow the government, when completing an on-line transaction, to have confidence that it knows who is "at the other end of the line;" and
• make it possible for departments and agencies to cluster their programs and services electronically around common clients.

Enhanced Authentication services, making available the personal or business "credentials" needed to complete many on-line transactions, will rely on the innovative use of Public Key Infrastructure (PKI). Canadians have been pioneers in the development of this leading-edge technology, which many governments globally are using or plan to use to protect the privacy, security and integrity of on-line transactions and records.

Authentication services make it possible for all parties to a transaction – with a high degree of confidence – to identify the other party or parties, to transmit or receive sensitive information, to verify that information has not been altered during or after transmission, and to have a reliable record of transactions.

Protecting personal privacy

Canadians who use federal electronic-based services can be assured that their privacy and personal information is respected and protected. Government services must conform to the Code of Fair Information Practices contained in the federal Privacy Act (see box). On-line services are also subject to these privacy rules. Departments and agencies will need to conduct assessments of privacy impacts when programs are being designed or transformed for electronic service delivery. This will ensure that only the minimum personal information is collected, that departments have the legal authority to collect this information, that personal information is not used or disclosed for unrelated purposes, and that personal information is securely protected.

In addition, privacy policy guidelines and standards are being reviewed to ensure that they are adequate to the electronic service delivery world. The Common Look and Feel Standards and Guidelines require that government websites use privacy notices to ensure that citizens and clients will know what personal information may be collected and how it will be used.

Service for all Canadians

On-line service provides Canadians with an additional choice of service delivery options, complementing existing service channels – mail, fax, telephone and in-person. It will not result in reduced levels of service for those Canadians who prefer other forms of delivery, or who do not have Internet access.

Choice of channel

The Government of Canada is committed to ensuring that citizens have a choice of service channels. Citizens who prefer mail, fax, telephone or in-person services will continue to have these options.

Some Canadians cannot afford computers or Internet access. The Government of Canada supports free or low cost public Internet access terminals, which can be found in Community Access Program (CAP) sites in urban, rural and remote communities, including libraries. CAP not only provides Internet connectivity to those without a computer at home, but also helps people learn more about the Internet and develop on-line skills.

Choice of language

In accordance with the Official Languages Act, most Government of Canada websites allow users to access services in the language of their choice, providing a rich source of both English and French language Internet content.

Choice of format

Accessibility is more than ensuring that Canadians are connected. It also means addressing the communication barriers that persons with physical, visual or hearing disabilities may encounter in navigating the Internet to interact with government. Based on international Web Content Accessibility Guidelines developed by a consortium of industry, academic, government and non-government representatives from around the world, Common Look and Feel Standards and Guidelines are designed to ensure consistent presentation of information through sight, sound and touch, with the objective of being accessible to all. Common Look and Feel will be fully implemented on government websites by the end of 2002.