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Transforming Services and their Delivery to Citizens and Clients![,](/web/20061028034534im_/http://www.tbs-sct.gc.ca/cioscripts/images/line450x1.gif)
A key element of the Management Accountability Framework (MAF) is the
development of performance indicators and measures to support the Service
Strategy initiative.
Under this initiative, indicators are being developed to assess the
efficiency and cost-effectiveness of government services and to determine
whether services are meeting the needs and expectations of citizens, businesses,
and international clients. These data will foster a common understanding of the
government's service capabilities, focus management on performance issues, and
help determine how best to integrate services and their delivery across
programs, departments, and jurisdictions in response to the needs of Canadian
and international clients.
The Secretariat has a key leadership role to play in these efforts. As a
central agency and the policy centre for Information Management and Information
Technology, it is well positioned to promote a whole-of-government approach to
service transformation, including how services are designed and delivered. To
this end, the Secretariat is supporting innovative approaches to integrating
services and their delivery for the government's service relationships with
citizens, businesses, and non-Canadians and is leading the development of common
goals, targets, models, standards, and strategies to consolidate service
delivery infrastructures.
Key areas of focus include:
- putting a greater policy emphasis on accountability for cost-effective
service delivery, as well as on enhanced transparency;
- rethinking front-end client interfaces, business models, and service
delivery across multiple delivery channels;
- linking related federal services;
- managing information to optimize reuse, where consistent with protection
of privacy; and
- using common databases, back office business systems and infrastructure
services.
Expected results of these efforts across government include substantial
improvements in client satisfaction and the value for money derived from service
delivery investments.
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