Service and digital

Supports the integrated management of service delivery, information and data, information technology, and cyber security in the digital era.

Start with these instruments:

Service and Digital, Directive on

Articulates how Government of Canada organizations manage service delivery, information and data, information technology, and cyber security in the digital era. 

Service and Digital, Policy on

The Policy on Service and Digital and supporting instruments serve as an integrated set of rules that articulate how Government of Canada organizations manage service delivery, information and data, information technology, and cyber security in the digital era. Other requirements, including but not limited to, requirements for privacy, official languages and accessibility, also apply to the management of service delivery, information and data, information management and cyber security. Those policies, set out in Section 8, must be applied in conjunction with the Policy on Service and Digital. The Policy on Service and Digital focuses on the client, ensuring proactive consideration at the design stage of key requirements of these functions in the development of operations and services. It establishes an enterprise-wide, integrated approach to governance, planning and management. Overall, the Policy on Service and Digital advances the delivery of services and the effectiveness of government operations through the strategic management of government information and data and leveraging of information technology. The management of these functions is guided by a commitment to the guiding principles and best practices of the Government of Canada Digital Standards: design with users; iterate and improve frequently; work in the open by default; use open standards and solutions; address security and privacy risks; build in accessible from the start; empower staff to deliver better services; be good data stewards; design ethical services; collaborate widely. 

Policy sub-topics:

Information management

Electronic Documents and Records Management Solutions (EDRMS), Standard for

Supports efficient and effective management of information through the use of electronic documents and records management solutions (EDRMS), and maximizes the benefit of EDRMS-related Government of Canada investments. 

Email Management, Standard on

Ensures that Shared Services Canada, as well as other departments and agencies, efficiently, effectively and promptly manages email. 

Geospatial Data, Standard on

Supports stewardship and interoperability of information by ensuring that departments and agencies access, use and share geospatial data efficiently and effectively in order to support program and service delivery. 

Information Management Roles and Responsibilities, Directive on

Aims to identify the roles and responsibilities of all departmental employees in supporting the deputy head in the effective management of departmental information. 

Information Management, Policy on

Aims to achieve efficient and effective information management to support program and service delivery; foster informed decision making, facilitate accountability transparency and collaboration; and preserve and ensure access to information and records for the benefit of present and future generations. 

Metadata, Standard on

Aims to increase the use of standardized metadata and value domains in support of the management of information resources. 

Open Government, Directive on

Promotes information management practices that enable the proactive and ongoing release of government information. 

Privacy and Web Analytics, Standard on

Aims to facilitate the use of web analytics in accordance with sound privacy practices that safeguard the privacy of visitors to Government of Canada websites. 

Recordkeeping, Directive on

Outlines effective recordkeeping practices that enable departments and agencies to create, acquire, capture, manage and protect the integrity of information resources of business value in the delivery of Government of Canada programs and services. 

Web Accessibility, Standard on

Ensures the uniform application of a high level of web accessibility across Government of Canada websites and web applications. 

Web Interoperability, Standard on

Improves Canadians’ web experience by using technologies that support mobile devices and by making information technology easier to use in order to find government information. 

Web Usability, Standard on

Describes the usability requirements for Government of Canada websites, including requirements for domain names, terms, conditions and archiving online web content, as well as common page layouts and visual design elements. 

Service

Service Agreements: An Overview, Guideline on

Provides managers and executives with an overview of the key concepts and steps in establishing service agreements, including the definition of a service relationship and its integration into a service agreement. 

Service Agreements: Essential Elements, Guideline on

Provides suggested steps for defining a service agreement. It also identifies key considerations when building a service relationship, examines the types of service agreements and the situations to which they are best used, and takes a closer look at the specific elements that should be considered when developing a service agreement. 

Service Management, Guideline on

Provides recommended practices, tips and tools regarding service management practices. 

Service Standards, Guideline on

The Guideline on Service Standards, developed by the Treasury Board of Canada Secretariat, is intended to be used by service employees and managers responsible for efficient and effective service delivery. It outlines common concepts and best practices for successfully developing and managing service standards for both internal and external services to citizens and business. This Guideline defines service standards and describes a set of generic steps that lead to their development, implementation, and performance monitoring at the service and organizational level. 

Service, Policy on

Establishes a strategic and coherent approach to the design and delivery of Government of Canada external and internal enterprise services. 

Service and digital

Service and Digital, Directive on

Articulates how Government of Canada organizations manage service delivery, information and data, information technology, and cyber security in the digital era. 

Service and Digital, Policy on

The Policy on Service and Digital and supporting instruments serve as an integrated set of rules that articulate how Government of Canada organizations manage service delivery, information and data, information technology, and cyber security in the digital era. Other requirements, including but not limited to, requirements for privacy, official languages and accessibility, also apply to the management of service delivery, information and data, information management and cyber security. Those policies, set out in Section 8, must be applied in conjunction with the Policy on Service and Digital. The Policy on Service and Digital focuses on the client, ensuring proactive consideration at the design stage of key requirements of these functions in the development of operations and services. It establishes an enterprise-wide, integrated approach to governance, planning and management. Overall, the Policy on Service and Digital advances the delivery of services and the effectiveness of government operations through the strategic management of government information and data and leveraging of information technology. The management of these functions is guided by a commitment to the guiding principles and best practices of the Government of Canada Digital Standards: design with users; iterate and improve frequently; work in the open by default; use open standards and solutions; address security and privacy risks; build in accessible from the start; empower staff to deliver better services; be good data stewards; design ethical services; collaborate widely. 

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