Service Strategy Overview

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Figure 1: Government of Canada Service Strategy
Government of Canada Service Strategy
Figure 1: Government of Canada Service Strategy - Text version

An infographic that flows downwards describing the Government’s Service Strategy starting with anticipated results, immediate efforts, challenges, service principles, and ending with short term and long term goals.

The Government of Canada’s vision is to delivery responsive, accurate and efficient services. The strategy focuses on three anticipated results:

  1. Client-driven design and delivery, across all channels.
    • Services are designed and delivered in a way that put client needs first. Client efforts are minimized and the user experience is consistent through all channels. Services are accessible to everyone and available in both official languages.
  2. Easy online services.
    • An online experience so easy, users choose the digital channel. Services are secure, simple, and convenient, and offer assistance to online users when needed. Moving to a “one-stop shop” service approach to access all government services through any channel, any partner, anytime. 
  3. Seamless delivery
    • Services are connected to offer a “tell us once experience”. Clients will receive high quality services regardless of the channel used and have their concerns resolved at first point of contact. Partnering with jurisdictions to offer bundled services offerings and integrated service channels.

The Government of Canada plans to provide immediate effort on improving 10 work streams:

  1. Move towards a single online window for all government services
  2. Improved access to veteran’s services
  3. Simplified tax filings
  4. Enhanced delivery of student loans and grants
  5. Improved employment insurance processes
  6. Streamlined government services to businesses
  7. More convenient international travel
  8. Simplified border services
  9. Streamlined pension benefits processes
  10. Faster immigration processing

The Government of Canada identify 6 factors needed to meet its commitments:

  1. Modernized IT infrastructure
  2. A service culture that is responsive to client needs and expectations
  3. Enhanced departmental capacity to innovate
  4. Improved information sharing while implementing appropriate privacy and security measures
  5. Increased capacity to manage and leverage data
  6. High costs involved to resource service improvements
  7. Ongoing engagement with users to ensure service delivery meets client needs

The service strategy is underpinned by 6 service principles:

  1. Client centricity – being response to current and emerging client needs
  2. Digital – making services secure and easy to use
  3. Collaboration – connecting through collaboration and partnerships
  4. Efficiency and effectiveness – providing value for money
  5. Service excellence – fostering a strong, innovative service culture and an engaged workforce

The Treasury Board Secretariat plans to drive results through the following short term and long term goals:

Short term:

  1. Service standards
  2. Digital toolkit
  3. Report on service

Long term:

  1. Enable a “tell us once” experience through tackling legislative barriers
  2. Foster a client-centric culture
  3. Strengthen service innovation
  4. Allow identity management to become fully digital