Archived Content
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(Developed based on service vision work for Canadians, businesses, and international clients)
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1. Grouping and rationalising of related information/transactions to
facilitate access
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Components of this stage include:
- Organisations: primarily working within and/or across departments and
agencies
- Channels: unique, with separate controls, structures, authorities
- Offerings: one-size fits all
- Enablers: use of horizontal delivery mechanisms at the federal level (e.g.,
gateways/portals), but still multiple points of presence that focus on the specific
program and channel, separate departmental business processes and back-office systems,
separate IM approaches
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2. Development of interoperability across organisations and/or channels to
personalise service
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Components of this stage include:
- Organisations: working within and across departments and agencies and/or
jurisdictions
- Channels: interoperable, with "work-arounds" to move from one
channel to the other
- Offerings:, one-to-small group based on basic client segmentation;
consistency across channels
- Enablers: use of horizontal delivery mechanisms (e.g., Canada Business
Service Centres), common service standards, interoperable back-office systems and business
processes, removal of policy barriers
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3. Integration in order to offer bundled solutions
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Components of this stage include:
- Organisations: shared services within and across departments and agencies
and/or jurisdictions (agreements to work together, etc.)
- Channels: integrated, with seamless movement from one channel to another
- Offerings: tend to be end-to-end; self-serve across different channels,
tailored to specific challenges and requests
- Enablers: rationalised points of presence, integrated cross-organisational
business processes and back-office systems, common metadata and taxonomy, rationalisation
of related policies
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4. Provision of a complete and "seamless" service experience
(differentiated offerings/common enablers)
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Components of this stage include:
- Organisations: harmonisation across departments and agencies and/or
jurisdictions; the client cannot distinguish between the various organisations involved
(e.g., alignment of regulations, etc.)
- Channels: used by more than one organisation, and collaboratively
maintained and supported
- Offerings: differentiated; based on the unique needs and circumstances of
the clients
- Enablers: shared points of presence that use integrated channels,
transformational process management, shared services, shared knowledge base, enabling
policies/legislation
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