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2004–2005 Government On-Line ReportDepartmental GOL Strategy Overview GTC/NTC Cluster Deliverables for 2004–2005
Impact of Channels on On-Line Service Delivery
Departmental GOL Strategy OverviewCIC’s GOL VisionGovernment On-Line (GOL) is a Canadian government initiative to make Canada the most electronically connected government in the world by 2005. GOL provides Canadians and non-Canadians with greater access to information and services that are trusted, client-centred, user-friendly, and available anytime and anywhere around the world. GOL is transforming the way the government does business to meet the needs of its clients. Providing more departmental information and services on-line improves program efficiency and service delivery. GOL promotes partnerships between federal departments and other levels of government to allow clients access to a wide variety of services from many sources, all conveniently presented through a single window organized by topic rather than organization. GOL identifies client needs by conducting ongoing public opinion research, surveys and focus groups. This information allows the Department to create, modify and improve its GOL services. GOL complements traditional modes of service delivery, providing clients with an alternative for easily obtaining information at the time and location of their choice. Clients who need more information after visiting CIC’s GOL Web site may contact CIC in person, by mail or telephone, or through the Internet. GOL Client SatisfactionMeasuring client satisfaction with CIC’s on-line services is a key driver for service improvements. Public opinion research is conducted on a regular basis in the form of surveys, focus groups and one-on-one interviews for various GOL services. Recent research has indicated that clients were satisfied with the overall content and usability of on-line services such as e-CAS and the Going to Canada cluster. Improvements to the overall usability and value of such services to clients are driven by the results of public opinion research on an ongoing basis. GOL at CICGateways and clusters have been developed to help attain the goal of client-centred horizontal delivery of information. Information is now organized by topic rather than organization. Gateways provide access to an organized body of information intended for a particular audience. The Government of Canada site is divided into three gateways: Canadians and residents, non-Canadians, and Canadian businesses. Clusters are groups of related topics targeted to specific audiences. In addition to maintaining its own site, CIC is the lead for the Going to Canada / Newcomers to Canada (GTC/NTC) cluster on the Canadian government’s Web site. The GOL office at CIC works in partnership with other federal government departments, provinces and territories, non-governmental organizations and others to jointly develop Web-based access to information and services targeted to non-Canadians and newcomers to Canada. This access enhances Canada's profile for prospective immigrants and visitors. GTC/NTC provides information on a wide range of topics and services for non-Canadians and newcomers to Canada to help them prepare for and adapt to Canadian life. It includes immigration and settlement information for prospective immigrants, newcomers and service providers. Foreign students interested in studying in Canada can find out about university, college, language and professional training programs. Visitors can find helpful information on planning a trip to Canada. Other information is available on sponsoring family members for immigration and applying for Canadian citizenship. The GTC/NTC site can also be accessed from the Government of Canada site and through the Canada International Web site. GTC Web site: www.directioncanada.gc.ca. Canada International Web site: canadainternational.gc.ca. Government of Canada Web site: www.canada.gc.ca. CIC’s commitment to GTC/NTC is part of a larger initiative—the service transformation vision—which aims at changing the way the Government of Canada interacts with and provides information to its clients. What is the service transformation vision?The service transformation vision aims to change the way the government functions. The government has established and strengthened relationships and partnerships with several federal departments, provinces, territories, municipalities, non-governmental organizations and others to improve the quality and relevance of services and information provided to the public. Service transformation is a horizontal, client-centred vision. The realization of this vision will result in an integrated, multi-service delivery network operating across programs, departments and jurisdictions with information organized by topic rather than organization. An example of this larger vision is the Live, Learn and Succeed catalytic project. Live, Learn and Succeed Catalytic projectLive, Learn and Succeed is a project with a horizontal, client-centred vision. It aims to create a multi-channel service for students to attract highly qualified candidates to study and potentially live permanently in Canada. CIC is a key partner in this project, which is co-led by Foreign Affairs Canada and International Trade Canada. CIC works with federal partners, provinces and territories, non-governmental organizations and community partners to enhance existing programs, services and projects currently under way in Canada and abroad. GTC/NTC Cluster Deliverables for 2004–2005Partnerships, consultations and workshopsThis deliverable aims to ensure regular communication between stakeholders and partners by negotiating partnership agreements, memorandums of understanding and service level agreements. These partnerships, consultations and workshops will strengthen horizontal and inter-jurisdictional collaboration and maintain GTC cluster requirements. The partners include federal departments, gateway and cluster representatives, provinces and territories, service provider organizations, non-governmental organizations and other immigration stakeholders. Interactive labour market information mapThe purpose of the interactive map is to provide users with information that will help them form realistic expectations and make sound decisions about coming to Canada, including where to live. The interactive map is a user-friendly tool designed to provide temporary workers, visitors, students and immigrants with detailed information on a national, provincial/territorial or community scale. It displays up-to-date information on occupations, demographics, weather, language, education and more. The interactive labour market information map will allow newcomers to prepare for their arrival in Canada and make sure they have everything they need to work and live there. The map will be designed to search, organize and display targeted labour markets by province, territory and community. In 2005, an interactive thematic map will be added, and an even more specific map in 2005 or 2006. Tools for assessment of credentialsProspective immigrants will be able to use this tool to identify gaps in their education. An assessment of credentials compares international degrees and diplomas to Canadian standards and determines the transferability of an immigrant’s skills. Going to Canada site redesignThe GTC site redesign will involve the development and implementation of a new structure and navigational system resulting from the research and content mapping exercise conducted in 2003–2004. The GTC site will continue to provide current information and services for non-Canadians. The GTC cluster is evolving as an authoritative source of information for prospective immigrants and newcomers, with a structure that supports the seamless integration of information provided by our stakeholders. Tool for establishing a business in CanadaThis tool will target information to entrepreneurs interested in establishing a business in Canada. It will also address the needs of the business visitor. CIC On-Line ServicesThe following on-line services are available to CIC clients 24 hours a day, seven days a week. e-Client Application Status (e-CAS)E-CAS allows CIC clients to securely view the status of their immigration or citizenship applications on-line at their convenience. Surveys to determine client satisfaction are planned in the near future. Payment of fees through the InternetE-payment is an on-line fee payment service that allows CIC clients to pay their fees on-line at their convenience. The e-payment application was launched in May 2004. On average, 100 people use this service every day, and this number continues to rise. A recent survey produced by the CIC Call Centre shows that the majority of callers request general information and more details about fees and printing, and technical information such as sending electronically and saving. Change of address or address notificationThis on-line service allows CIC clients to submit an address or a change
of address notification on-line 24 hours a day, seven days a week.
On June 3, 2004,a new application was launched to respond to client interests
and concerns. This new application improves client privacy, establishes
a more secure connection and authenticates the client through E-CAS.
Statistics from 2004 show that 6,400 applications are processed each
month. Since more clients now use this on-line service to communicate their address or change of address to the Department, calls to the Call Centre have been reduced. CIC’s effort to address client privacy concerns has contributed to the increased use of this service. Downloadable formsWeb site traffic is growing at a rate of 22% a year. More and more people download application forms through the Internet. For example, in May 2004, more than 4,800,000 application forms were downloaded. From January to May 2004, approximately 18,800,000 files were downloaded. Application forms for the permanent resident card and the temporary resident visa are downloaded most often. GOL ServicesIntegration of newcomers into Canadian societyAbout this serviceThe Department supports the settlement, adaptation and integration of newcomers into Canadian society through programs delivered by immigrant-serving organizations with which they have contribution agreements. The programs provide tips to newcomers about daily life in Canada and effective job-searching techniques. In addition to providing settlement and adaptation programs, the Department facilitates the full participation of eligible permanent residents in Canadian society through the granting of citizenship. Ongoing projectsLanguage Instruction for Newcomers to Canada (LINC) provides basic language instruction to adult newcomers to Canada (www.cic.gc.ca/english/newcomer/welcome/wel-22e.html). The Immigrant Settlement and Adaptation Program (ISAP) refers newcomers to economic, social, health and educational services (www.cic.gc.ca/english/newcomer/isap-fs.html). The Enhanced Language Training initiative allows newcomers to improve their language skills. This initiative will make it easier for new immigrants to enter the labour force and will therefore help them to integrate economically and socially. In May 2004, CIC Minister Judy Sgro announced that the Government of Canada would expand the Enhanced Language Training initiative to reach more than 20,000 new immigrants a year who need a higher level of language training. In 2003–2004, CIC entered into cost-sharing agreements with its partners to fund 43 projects at a cost of $1.5 million. Progress to dateThe Going to Canada/Newcomers to Canada site will be implementing improvements over the next two fiscal years. These improvements will provide clients with a seamless integration of on-line information and services from various governments across jurisdictions and from non-governmental sources. This will help prepare immigrants to live and work in Canada by including information on Canada’s labour market, educational systems, culture, regions and communities. It will also include tools for prospective immigrants and newcomers to test their language abilities and determine if their credentials will be recognized in Canada. The site will become a comprehensive, targeted Web site tailored to the needs of prospective and new immigrants. The improvements will help newcomers integrate more easily into the Canadian economy and society. Who are the clients?Mainly immigrants and, more precisely, newcomers. Client benefitsThis service improves the ability of clients to make decisions and provides better information leading to increased education, skills and professional development opportunities, thereby facilitating the successful social and economic integration of newcomers into Canadian society. This service is available to clients 24 hours a day, seven days a week. Related linksMainly from the Government of Canada Web site (www.canada.gc.ca) under the Canadian Gateway/Newcomers to Canada cluster at www.directioncanada.gc.ca. Information and services for Canadians and residents: canada.gc.ca/cdns/indiv_e.html. After you arrive: www.cic.gc.ca/english/newcomer/index.html. Citizenship: www.cic.gc.ca/english/citizen/index.html. On-line services: https://services3.cic.gc.ca/ols/ols.do?lang=en. Canada International Web site: www.canadainternational.gc.ca. Management of access to CanadaAbout this serviceThe Canada Border Services Agency (CBSA) was created on December 12, 2003, within the framework of the government reorganization. The Management of Access to Canada program was transferred to the new agency. The Management of Access to Canada program protects the security and health of Canadians and the integrity of Canadian laws. Enforcement activities support this service. They include developing national polices, procedures, guidelines and strategies to ensure that action is taken in accordance with the Immigration and Refugee Protection Act and its regulations if there are violations of their provisions. Enforcement activities also include countering illegal immigration movements to Canada and preserving the integrity of Canada’s immigration and refugee determination systems. Ongoing projectsThe CBSA is working with law enforcement partners in Canada and abroad to improve the sharing of information across federal jurisdictions and with non-governmental organizations, and the sharing of intelligence related to managing access to Canada. Who are the clients?Our clients are foreign nationals and Canadians seeking information about Canada and federal departments and agencies. Related linksFrom the Non-Canadian Gateway/Going to Canada cluster at www.directioncanada.gc.ca. Policy and regulations: www.cic.gc.ca/english/policy/index.html. Canada International Web site: www.canadainternational.gc.ca. Canada Border Services Agency: www.cbsa-asfc.gc.ca. Protection of refugees and others in need of resettlementAbout this serviceCIC protects refugees and others in need of resettlement by developing policies and designing programs to help resettle refugees from abroad. CIC oversees the implementation of these programs and maintains a network of national and international partnerships as required. Policies and programs for the refugee determination system are also developed, including policies on the role of the Immigration and Refugee Board, Justice Canada and the federal courts. Programs such as the Resettlement Assistance Program and the Interim Federal Health Program support an effective and more responsive refugee resettlement program. The protection and resettlement of refugees in Canada support its humanitarian tradition and international obligations. Ongoing projectsResettlement Assistance Program Immigrant Loans Program Interim Federal Health Program Joint Assistance Sponsorship For more information, visit www.cic.gc.ca/english/refugees/resettle-menu.html. Who are the clients?Refugees and others in need of resettlement. Client benefitsThis service provides clients with on-line access to information regarding refugee resettlement and claims for asylum in Canada. It also provides information on employment opportunities in Canada, social assistance programs and entitlements, among others. This service is available to clients 24 hours a day, seven days a week. Related linksFrom the Non-Canadian Gateway/Going to Canada cluster at www.directioncanada.gc.ca. The Canadian Refugee System: www.cic.gc.ca/english/refugees/index.html. Canada International Web site: canadainternational.gc.ca. Immigration and Refugee Board Web site: www.irb-cisr.gc.ca. Selection of immigrants and admission of visitors to CanadaAbout this serviceThis service includes the selection of immigrants, including skilled workers and business class immigrants who bring their skills to Canada and are able to integrate more easily in the Canadian labour market. The immigration program also encourages the family reunification of immigrants. Immigration is also responsible for the admission of temporary workers whose presence in Canada fills shortages in the domestic labour market. The admission of visitors and foreign students is very important as their presence in Canada is seen as stimulating the demand for goods and services. By establishing immigration levels, managing selection programs and issuing work and study permits, the Department admits immigrants and visitors who contribute to Canada’s social and economic growth. Ongoing projectsImprovements to the Going to Canada site will include a common technical infrastructure to support the seamless integration of information and services across jurisdictions, such as federal departments, non-governmental organizations and service provider organizations, by 2005. Who are the clients?Foreign nationals and Canadians. Client benefitsThis service simplifies the interactions of foreign nationals and Canadians with the government by reducing the number of steps that clients have to complete to receive the service and providing a wealth of information to people interested in coming to Canada to visit, work, study or immigrate. Initiatives such as e-CAS (Electronic Client Application Status), e-payment and the change of address service also serve to facilitate and accelerate client interactions with the government. This service is available to clients 24 hours a day, seven days a week. Related linksMainly through the Non-Canadian Gateway/Going to Canada cluster at www.directioncanada.gc.ca. Immigrating to Canada: www.cic.gc.ca/english/immigrate/index.html. Studying in Canada: www.cic.gc.ca/english/study/index.html. Working temporarily in Canada: www.cic.gc.ca/english/work/index.html. Do you want to visit Canada?: www.cic.gc.ca/english/visit/index.html. Canada International Web site: www.canadainternational.gc.ca. Impact of Channels on On-Line Service DeliveryIntegration of Newcomers to Canadian Society
Management of Access to Canada
Protection of refugees and others in need of resettlement
Selection of immigrants and admission of visitors to Canada
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| Last Updated: 2005-02-15 |  |
Important Notices | |
