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Government On-LineGOL is a multi-year project that will provide citizens with the ability to interact with government, to receive information, to access programs and services, and to do business electronically with the Government of Canada. The initiative will bring federal organizations on-line in stages, with all commonly used programs and services on-line by the end of 2005. Communication Canada managed a variety of government-wide GOL projects. Because the department was dissolved on 31 March 2004, Public Works and Government Services Canada (PWGSC), Government Information Services Branch (GISB) is now responsible for these projects.
OverviewIn the 1999 Speech from the Throne, the Government of Canada made a commitment to become “known around the world as the government most connected to its citizens, with Canadians able to access all government information and services on-line at the time and place of their choosing." The resulting Government On-Line (GOL) initiative is the Government of Canada's plan to deliver its programs, services and information over the Internet. GOL is all about using information technology to provide the best possible service to Canadians and to spur economic growth in the global e-commerce marketplace.
GovernancePublic Works and Government Services Canada (PWGSC) and the Treasury Board Secretariat spearheads the GOL initiative in Canada. A Government On-Line Project Office, set up within the Treasury Board Secretariat, is working with 28 key departments and agencies to put all commonly used programs and services on-line. The Treasury Board Secretariat Advisory Committee's Information Management Sub-Committee (TIMS) serves as the champion for the GOL initiative. TIMS is also responsible for approving all GOL funding allocated to federal organizations. For more information about the GOL initiative, visit the Treasury Board Secretariat's Government On-Line Web site.
PrioritiesThe first generation of the GOL strategy was composed of three main tiers or phases. These tiers were intended to build on one another towards full secure electronic service delivery for the Government of Canada. The tiers were outlined as follows:
As the initiative progressed, these original priorities were refined and modified in line with the lessons learned and the feedback received from Canadians. GOL priorities now focus on developing an efficient, cost-effective and sustainable way to deliver on-line services. We have also redefined our original service targets — from putting all services on-line to putting only the most commonly used services on-line. Recent international studies indicate that governments need to focus on services that are suitable for on-line delivery and that deliver value to the user, as opposed to simply putting all their services on-line. The GOL strategy continues to evolve and adapt as more objectives are realized, lessons are learned and best practices are developed across the country and around the world.
Guiding PrinciplesThere are a series of guiding principles for delivering services on-line. Services must be:
Channel of ChoiceElectronic service delivery will complement, not replace, other communications channels. Traditional ways of obtaining services, that is by telephone, by mail and in person, will continue and are constantly being improved so all citizens have better access to Government of Canada information and services. 
Service ClusteringOne key element of the GOL initiative involves clustering government services and programs from a citizen's point of view rather than the government's organizational structure. These information and service clusters The summer of 2000 saw the creation of a Cluster Blueprint — a set of subject clusters — each representing a complete set of information and services on a particular subject. This blueprint was developed using feedback from Canadians who participated in an inter-departmental working group. The following image illustrates the initial Cluster Blueprint.  The Canada Site was redesigned based on this blueprint and with its release in January 2001 came the clustering of information and services into three main groups — Services for Canadians, Services for Non-Canadians, and Services for Canadian Business. The Canada Site continues to evolve in response to client and user feedback. The most recent update to the site took place in July 2004. Inside these service clusters, information is organized around specific audiences (e.g. seniors), subjects (e.g. the environment), and life events (e.g. finding a job). Each of these clusters is championed, or managed, by the most appropriate government department(s). For more information on service clustering, visit the Treasury Board Secretariat's Alternative Service Delivery site.
Progress Across GovernmentMany Government of Canada organizations already have a wealth of information and many services available electronically, although they are all at different stages in electronic service delivery. In the 2001 Speech from the Throne, the Government of Canada confirmed it “will continue to work toward putting its services on-line by 2004, to better connect with citizens.” Later that year, in the 2001 Federal Budget, the Government of Canada announced that “more planning is required to properly achieve the Government's commitment, particularly given rapidly changing technology; as a consequence, the Government will shift its target to the end of 2005.” Organizations are now working on detailed work plans that outline how they will progress from this year's achievements to full on-line service delivery that supports the bigger GOL plan. The Government Information Services Branch (GISB) plays a key role in the GOL initiative.
ReportsThe Treasury Board Secretariat releases an annual public progress report. Each department is encouraged to report on its own GOL progress and plans. GISB published an annual Government On-Line Public Report (under the name Communication Canada): As part of our commitment to the GOL initiative, the Government Information Services Branch of Public Works and Government Services Canada, along with other organizations, will continue publishing updated progress reports periodically.
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make it easier for citizens to find and access the programs and services they need.
