As mentioned in the report, Canadians are among the world's most enthusiastic Internet users. For example, over the past year alone, more than 400,000 Canadians applied for employment insurance on-line and roughly nine million individual income tax returns were filed electronically in 2002. The next step is to make on-line service easier, faster and more integrated.
"About 50 per cent of Canadians already expect to use the Internet or e- mail as the chief means of interacting with the government in the future," said Mme Robillard. "At the same time, more than 50 per cent of Canadians who use the Internet now use at least one other delivery channel - either a phone call, a visit to a government office, or a letter - to complete a transaction with the government.
"Action is also being taken to ensure the privacy and security of on-line transactions with the government. This includes adoption of the Privacy Impact Assessment policy, enhanced network connectivity and intrusion detection capabilities through the "Secure Channel" and the introduction of an on-line authentication service known as epass.
Earlier this year, the international consultancy firm Accenture singled out Canada as the world leader in e-government for the third consecutive year. In large measure, this rating is due to our government's progress to the service transformation stage of e-government.
The Government of Canada is committed to improving services to Canadians. In addition to departmental investments, $880 million has been allocated through to 2005 to put the most commonly used services on-line and to establish the policies and infrastructure to enhance privacy and security.
The GOL Annual Report can be accessed on the following Web site address: www.tbs-sct.gc.ca
BACKGROUNDER: GOVERNMENT ON-LINE
On-line Service and Canadians
- Increasingly, Canadians are relying on the Internet as their primary resource to access information and services.
- Canadians are world leaders in the use of the Internet, spending an average of 9 hours per week on-line.
- 71% of Canadians and 81% of Canadian youth have Internet access.
- In the last three months, 51% of Canadian Internet users visited a government web site.
- More than 80 percent of users who accessed a government service on-line would do so again.
- The Government of Canada launched the Government On-Line (GOL) initiative in October 1999. GOL is a service improvement initiative that will provide citizens and businesses with on-line access to the most commonly used Government of Canada information and transactional services via the Internet and in the official language of their choice.
- The Government's commitment to the Government On-Line initiative was reiterated in Budget 2000 and again in 2001.
- The Government of Canada's service strategy, of which GOL is a key component, is guided by two principles:
- organizing services and information around the needs and expectations of citizens and business (user-centred); and
- taking a "whole of government" approach to provide access to the entire range of government services regardless of what delivery channel is used to access it (telephone, in-person or web) or which department, agency, or level of government is responsible for the service.
- In addition to what departments and agencies are investing in on-line services, the Government of Canada has allocated $880 million to GOL over six fiscal years to 2005-06. To date, the following results have been achieved:
- On-Line Services and Service Improvement
The Government of Canada is continuing to develop client-centred delivery of information and services to the people of Canada through its main Internet portal, the Canada Site at www.canada.gc.ca The Government of Canada has increased the number of interactive on- line services available over the past year. For example, individuals can now apply for employment insurance benefits on-line while at the same time accessing other employment-related information and services, such as job availability.
- Common, secure infrastructure
An enterprise-wide electronic service delivery platform (Secure Channel) is being built to enable integrated services and support secure Internet, telephone and in-person access. Phase one of the Secure Channel project has seen the successful implementation of the epass service that enables on-line registration and authentication and will provide the means for end-to-end, interactive, customized and secure services via Internet.
- Policy and standards frameworks
The Government of Canada is building confidence in e-services by addressing the issues of information management, privacy and security.
- A Privacy Impact Assessment Policy was adopted to ensure that privacy is an integral part of the design or re-structuring of services.
- A revised Government Security Policy was adopted, and information technology security standards are being updated.
- A revised Management of Government Information Policy was adopted.
- Communications and measurement
The views of citizens have played an important role in determining the design, comprehensiveness and prioritization of on-line information and services. Extensive consultations with clients in Canada and abroad supported the re-design of the Canada Site and its on-going development. Extensive consultations are also being carried out to obtain user views on security and privacy as well as service standards, service delivery models and other service delivery issues.
- An Internet-based user panel of some 4,500 people was established in early 2002 to begin collecting information on on- line service preferences and expectations.
- Multiple focus groups have been conducted on a range of issues.
- The Government of Canada also participates in a number of syndicated studies such as Ekos' Rethinking the Information Highway, Citizens First and other research initiatives.
The GOL Advisory Panel comprising representatives from the private, academic and voluntary sectors submitted its second report to the government in December 2002 (www.gol-ged.gc.ca/rpt/rpt_e.asp).
Reporting on progress is also important to keep Canadians, businesses and other stakeholders informed of plans and progress. The annual GOL reports as well as reports from each of the departments responsible for GOL are posted at www.gol-ged.gc.ca.
Measuring progress is key to moving forward and demonstrating the on- going value of GOL investments. A performance measurement framework with 11 performance indicators has been established covering all aspects of the Government On-Line initiative from departmental readiness to client satisfaction. A Common Measurements Tool has been developed to measure client satisfaction for in-person, telephone and Internet channels.
- Human resources
The Government of Canada is ensuring that employees will have the knowledge, skills and competencies to deliver public services in an integrated, client-centred, multi-channel environment.
- A business strategy has been developed that focuses on capacity- building, engagement and awareness, and shared work practices to meet the unique requirements of the three "communities of practice" within the government: Information Management, Information Technology and Service Delivery.
- Research and demographic-analysis has been carried out in relation to communities of practice and their role in supporting policy and organizational change.
- On-Line Services and Service Improvement
Canadian Centre for Management Development
- Campus direct
- Management of Access to Canada
- Information Technology Security
- Assistance to Canadians Abroad
- Public Diplomacy Services
- Health Promotion
- Virtual Museum of Canada
- Labour Transaction Services
- National Homelessness Initiative
- Social Insurance Number
- Canadian Business Service Centres
- Canadian Intellectual Property Office
- Consumer Services
- Corporate Name Search - NUANS (Newly Upgraded Automated Name Search)
- Federal Incorporations
- Filings Under the Investment Canada Act
- Information Highway Applications
- Land Management
- Congratulatory Messages from the Prime Minister
- Privy Council Office Web site
- Communications and Dissemination
- Stakeholder Relationships
Department of Finance
- Budget Information
- Consultations Information
- Finance Legislation Information
- Other Information Updates
- Tariff Policy Information
- Tax Policy Information
- Business Intelligence Products
- Lobbyists Remote Registration System
- Prime Minister's correspondence
