DEPARTMENTAL ACTION PLAN

ON

ONLINE SERVICES

IN RESPONSE TO AUDIT FINDINGS AND RECOMMENDATIONS CONTAINED IN

CHAPTER 2, “ACCESS TO ONLINE SERVICES” OF THE

FALL 2013 REPORT OF THE AUDITOR GENERAL OF CANADA

PRESENTED BY

THE TREASURY BOARD OF CANADA SECRETARIAT

Winter 2014


INTRODUCTION

The Fall 2013 Auditor General’s report examined whether the online services offered by federal organizations are client-focused and supported by service delivery strategies with defined and measured benefits. It also examined whether online services are secure, available, and relevant to the users.

The Report found that government has not significantly expanded its online service offerings since 2005, though some departments have introduced new services or enhanced existing functionalities. It also found that the integration of service delivery and the sharing of information among departments are limited and that while the government has introduced services to enable individuals to interact online with departments securely, multiple steps are required to set up a secure account and then enroll in a program. Finally, it noted that there is no government-wide strategy to guide departments on how online services should be delivered, and not all departments have developed integrated service delivery strategies.

In response to these findings, the Auditor General recommended that the Treasury Board of Canada Secretariat and Human Resources and Skills Development Canada, in consultation with departments, should develop a government-wide service delivery strategy to improve services to individuals and businesses and facilitate the cost-effective delivery of services across the government. It also recommended that the Treasury Board of Canada Secretariat should work with government departments to provide a simple enrolment process for individuals and businesses to transact online securely and cost-effectively with the government.

The Treasury Board of Canada Secretariat agreed with these recommendations and will be working with Government of Canada service delivery partners in responding.

Office of the Auditor General Recommendation

Response

Actions and Timelines

OAG Recommendation 2.40 on Delivery of services to Canadians

The Treasury Board of Canada Secretariat and Human Resources and Skills Development Canada, in consultation with departments, should develop a government-wide service delivery strategy to improve services to individuals and businesses and facilitate the cost-effective delivery of services across the government. (2.17–2.39)

Response from the Treasury Board  of Canada Secretariat on the OAG recommendation:

Agreed. The Secretariat and Human Resources and Skills Development Canada (through Service Canada) will work with key service delivery partners toward the development of a government-wide service strategy to be released by March 2015.

Related actions to be taken by TBS further to the response to the OAG:

Service Policy Instruments

  • The Chief Information Officer of the Government of Canada will also publish by spring 2014 a new Policy on Service that will establish a strategic and coherent approach to the design and delivery of Government of Canada services. It will also develop additional guidance to assist departments with the implementation of the Policy on Service by spring 2014.

Government of Canada (GC) Service Strategy

·         Building on the forthcoming Policy on Service, the Chief Information Officer of the Government of Canada, Treasury Board of Canada Secretariat, will work with Service Canada and other partners to develop and publish by March 2015 a Government of Canada Service Strategy that will include a vision, targets and a roadmap to improve on-line services to individuals and businesses.

OAG Recommendation 2.61 on the usability of online services:

The Treasury Board of Canada Secretariat should work with government departments to provide a simple enrolment process for individuals and businesses to transact online securely and cost-effectively with the government. (2.56–2.60)

Response from the Treasury Board  of Canada Secretariat on the OAG recommendation:

Agreed. The Treasury Board of Canada Secretariat will work with departments and agencies to develop consistent enrolment practices for individuals to transact online securely and cost-effectively with the government. The Secretariat will also work with departments to ensure a consistent interpretation and application of the Standard on Identity and Credential Assurance. Planned implementation is expected to be completed by 31 March 2018.

Related actions to be taken by TBS further to the response to the OAG:

Policy Instruments

  • The Chief Information Officer of the Government of Canada will issue the Guideline on Identity Assurance by summer 2014.  This Guideline supports the Standard on Identity and Credential Assurance (full implementation to be completed by 2018) and ensures a consistent interpretation of the Standard and will be used to guide a simplified enrolment process for online services.
  • The Chief Information Officer Branch of the Treasury Board of Canada Secretariat will work with stakeholder departments to enable online usability improvements including the ability of a client to securely access and provide their information once to the Government of Canada (i.e. “Tell us Once”) for priority services.