PWGSC / Service Canada

Roadmap to a Coherent Government of Canada Service Presence

Challenge: Systemscope was originally engaged by Public Works and Government Services Canada (PWGSC) in January of 2005 to develop the business case for a successor to the GOL model of providing Web site visitors with relevant information and electronic service delivery. To develop a roadmap for a coherent GoC Internet presence, Systemscope facilitated over 50 senior government stakeholder sessions. One of the overarching goals of this project was to enter into a dialogue with key government executives to uncover operational impacts and implications for a next generation service model.

Approach: Systemscope’s Roadmap project defined a Maturity Model that provides public sector organizations with a clear and actionable framework for increasing client satisfaction and service delivery efficiency, achieving desired program and policy outcomes, and ensuring accountability to Canadians. Systemscope’s model:

  • Establishes a common reference against which public service organizations can be assessed, resulting in a true government-wide enterprise approach;
  • Informs executive dialogue about the desired state of client service delivery, and the internal mechanisms required (e.g. enterprise and information architecture components, employee skills development, tools, service standards, operational policies, performance frameworks); and
  • Highlights transformation indicators and catalysts that the organization can act upon in the short to mid term.

Outcome: Under the auspices of the Roadmap, and with Service Canada as the lead client, Systemscope has undertaken a variety of projects and generated a wide range of assets that can be applied to GC service delivery transformation challenges. These assets include:

  • Service Inventory (Agriculture and Agri-food Canada)
  • Service Map (Export Development Canada) – Program/Service Alignment Model (PSAM)
  • Service Map Matrix (Export Development Canada) – Alternative view to the PSAM
  • Client Journey (Foreign Affairs and International Trade) – Buying from Canada
  • Information Architecture (Service Canada; Government of Canada Science & Technology)
  • Governance and Partnership Models (Heritage, Natural Resources, Industry)