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ARCHIVED - Performance Measurement for the Government On-Line Initiative

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Appendix #1: Expected Outcomes

The current expected outcomes incorporate, and are broader in scope than, the original set articulated in 2000.

For convenience, the quality of the search capability on federal Web sites (first identified in 2000) is being tracked through client surveys; and access to integrated services as well as greater personalisation through integrated Web portals will be measured in greater depth and consistency through the accountability framework that these portals are developing. Note that individual examples of integrated services –like the interactive tool on the Doing Business with Canada portal for information about doing business with Canada, the diagnostic on the Exporting/Importing portal testing a company's export readiness, the interactive tool on the Financial Benefits portal identifying the benefits for which Canadians might be eligible, and the diagnostic on the Seniors portal providing personalised information for Canadians experiencing either the death of a parent or a life care transition – as well as greater personalisation – such as the password-protected customised page of links to federal information and services as well as the personalised e-mail service available through the Canada Site – are also tracked and reported through the annual report on the GOL initiative that is tabled in Parliament.

For credibility, the quality of information principles (first identified in 2000) are being measured through a self-assessment tool, the IM Capacity Check. For critical mass of services, the ability to communicate electronically with clients and the level of functionality of on-line services are being measured through the service maturity model; the benchmark for electronic communication is "level 5" and beyond on the service maturity model, and for apply, file, enquire, and payments functionality it is "levels 6-9" of the model specifically for transaction services. For service transformation, partnerships with other jurisdictions are being tracked through departmental reporting (at the service and funded project level) on GOL progress. For security, progress towards a secure on-line transactional capability is captured through the broader Secure Channel roadmap, which also identifies some of the leading-edge technologies being developed in support of integration.

Current expected outcomes

Original expected outcomes (articulated in 2000)

Convenience

A "no wrong door" approach
Federal Web sites are easily identifiable and easy to navigate
Relevant on-line information and services are put together in ways that make sense from a citizen/client perspective

Access to integrated information and services through Web portals
Greater personalisation available through portals
An advanced search capability

Accessibility

On-line information and services are accessible to persons with disabilities
On-line information and services are available in both official languages

Credibility

On-line information is authoritative, up-to-date, accurate, and relevant
On-line information is trustworthy, and makes sense to citizens/clients

Enhanced information management principles in place and in use

Critical mass of services

The most frequently used federal information and transaction services are on-line by 2005, with an emphasis on increasing depth
An electronic delivery channel for all new federal services

Two-way e-mail communication (or an appropriate alternative when it is necessary to provide a secure exchange of information)
Key federal services available on-line, with apply, file, and enquire functionality
An electronic payments capability

Service transformation

A rethinking of business processes; shared or common solutions where this makes sense
Collaboration with other departments, jurisdictions, the private sector, NGOs in order to provide truly integrated service delivery from the perspective of citizens/clients

Interjurisdictional ESD pilots
Testing of leading-edge technologies to improve and integrate service delivery

Take-up

Citizens/clients know what is available on-line
Take-up of the ESD channel increases over time

Client satisfaction

Increased satisfaction levels through high quality services that provide clients time, effort, and cost savings relative to other delivery channels
Robust and accurate citizen/client feedback drives improvement and evolution of services

Security

Use of the common infrastructure
Adequate steps to ensure that transactions are secure

A secure transaction capability

Privacy

Protection of personal information/individual privacy on-line

Efficiency

Return on investment (ROI), cost avoidance opportunities and operational efficiencies from on-line service delivery

Innovation

Use and demonstration of innovative Internet applications – establishment of Canada as a leader in the knowledge-based economy and society