Mid-term (July 1, 2016 to June 30, 2017)
Other actors involved: Service delivery departments and agencies
What is the public problem that the commitment will address?
Excellence in service delivery is at the core of citizens’ expectations for their governments. For a government to truly be open and accountable, it must deliver responsive services and be transparent on results.
What is the commitment?
The Government of Canada will develop a new Clients-First Service Strategy that embeds requirements for openness and transparency in the delivery of government services.
How will the commitment contribute to solve the public problem?The Government is developing a Service Strategy that will transform service design and delivery across the public service, putting clients at the centre.
Relevance to OGP values
This commitment relates to the OGP values of transparency and accountability.
Deliverables in Action Plan
- Develop a Government of Canada Service Strategy that aims to create a single, user-centric online window for government services.
- Establish new performance standards and set up a mechanism to conduct rigorous assessments of the performance of key government services, and report findings publicly.
The Service Strategy will set a new direction for service delivery to individuals and businesses. It aims to create a single online window for government services, with new performance standards. It will ensure rigorous assessments of the performance of key government services and report findings publicly.
Description of results
- The Government of Canada has developed a Service Strategy. It’s goal is to continually improve the quality of service provided to Canadians by:
- ensuring that services are designed and delivered in a way that puts clients’ needs first;
- making the online service experience so easy that users choose the digital path; and
- ensuring that services are connected to each other so that the Government can offer a “tell us once” experience, in partnership with other Canadian jurisdictions, to minimize how often Canadians are asked to provide the same information.
The Strategy was highlighted in the Clerk of the Privy Council’s Twenty-Fourth Annual Report to the Prime Minister on the Public Service.
- The new Service Strategy includes performance measures to enable public reporting on progress.
Next steps to June 2018
- The Treasury Board of Canada Secretariat will work with departments and agencies to publish and implement the Service Strategy.
- The Treasury Board of Canada Secretariat will work with departments to establish, publicize, consolidate and promote client-oriented service standards; report baseline data publicly where available, and continue to improve reporting as more data becomes available.