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4) Government On-Line Results (2003)[1]
Summary of results achieved
Canada continues to do well in international benchmarks of progress in developing e-government. According to the 2003 Accenture study, e-Government Leadership: Engaging the Customer, Canada ranked #1 in the world for the third year in a row, largely because of its work to date in transforming services. Noted strengths of the Canadian approach include: the development and evolution of on-line services in response to citizen/client demand, a focus on a coordinated multi-channel service delivery strategy, and the implementation of horizontal solutions such as Common Look and Feel Standards for the Internet and the Common Measurements Tool.
In a follow-up study, Accenture suggested that there was a gap between Canada's current #1 ranking and the perceptions of its citizens (e-Government: The Citizen's View, 2003). For example, in a comparison of Internet users in six different countries – Australia, Britain, Canada, Singapore, Spain, and the United States – Canadians ranked #5 in terms of knowledge of the benefits of on-line service delivery, suggesting that more targeted marketing and communications strategies are needed.
Brown University ranked Canada #3 in the world in 2003 (Global e-Government). It points to: the high level of development of the Canada Site, gateways, and integrated Web portals; easily comprehensible reports, guides, and other publications; the personalisation and customisation options available on federal Web sites; and the wide availability of on-line privacy notices. Using a slightly different methodology, the United Nations (UN) ranked Canada #3 in the world in terms of e-participation and #6 in terms of the maturity of on-line services (Global e-Government Survey, 2003). For the UN, one of Canada's strongest e-government features is its focus on developing portals.
[1] On December 12, 2003, there was a reorganisation of departments and agencies, including of Canada Customs and Revenue Agency, Canadian Heritage, Communication Canada, Department of Foreign Affairs and International Trade, Environment Canada, Health Canada, Human Resources Development Canada, National Defence, Public Service Commission, and Public Works and Government Services Canada. References to specific departments and agencies are based on information they filed prior to that date. The next iteration of this performance measurement report will reflect the revised list of departments and agencies participating in the GOL initiative, and the specific services for which they are responsible.
