Government Service Excellence

Under our former banner of E-government, Systemscope’s innovative thought leadership has been instrumental in shaping the key tenets of service transformation in the Government of Canada, including:

  • Defining service improvement and transformation strategies on the basis of service inventories and analysis, including service maturity models;
  • Improving service delivery through business process transformation and implementation roadmaps;
  • Addressing persistent citizen and business burden through horizontal federal and multi-jurisdictional partnerships;
  • Defining new approaches to performance measurement, particularly for web-based services;
  • Architecture of the “e-channel” as the backbone for service delivery across multiple channels;
  • Research-driven approaches to designing effective client experiences for both end-users and service delivery agents; and
  • International benchmarking of other countries’ government service delivery efforts and results.

Within our renewed practice of Government Service Excellence, we offer leadership and support in the following areas.

Service Transformation

Excellence in service delivery requires not only improving what you do today to serve domestic and international clients, but looking forward to ensure that future services will meet ever-evolving expectations for ease-of-use, convenience, and seamless integration across organizational and jurisdictional boundaries.
Systemscope supports these efforts through:

  • Developing enterprise architecture concepts, from business and information through to technology, for both the current and desired state of the organization;
  • Defining future state services, including client experiences and supporting architectures;
  • Business case development for service transformation initiatives (for input into Treasury Board submissions and Memoranda to Cabinet);
  • Multi-departmental and multi-jurisdictional service partnerships and collaboration frameworks; and
  • Implementation roadmaps and work plans.

Web Channel Management

Systemscope’s Web maturity model helps federal institutions to improve the effectiveness of Web-based service delivery by assessing the seven foundational pillars of Web management in a public sector setting:

  • Governance (decision-making authorities and frameworks);
  • Strategy and planning (defining Web channel outcomes, priorities and investment plans, typically across multiple functions and purposes, including communications, service delivery, consultation and collaboration);
  • Performance measurement (defining Web-specific performance measurement frameworks, indicators, and metrics);
  • Web roles and competencies (accountabilities, responsibilities, processes and competencies specific to the Web);
  • Research-driven design (designing Web and related application interfaces on the basis of solid evidence and data related to user and business needs);
  • Web standards and guidance (supplementing government-wide legislative and policy requirements—such as Common Look and Feel (CLF)—with institution-specific standards); and
  • Technology (defining requirements to ensure that the institutions’ Web-publishing technologies support desired business and user outcomes).

Information Architecture

Systemscope has a wealth of experience in developing information architectures (IA) for federal Web sites and services. Our belief is that the primary purpose of IA is to address the findability and usability of Web-published information and services, but our experience has taught us that, for most of our federal clients, implementing and maintaining a coherent and useful IA is a significant challenge that requires balancing a broad range of departmental objectives and priorities with established Web best practices in relation to navigation, content and search. Our IA deliverables typically address:

  • Organizational principles and structures (taxonomies, controlled vocabularies, and hierarchical organizational systems supporting content management and presentation);
  • Navigation systems for global, local and contextual user task support, including user-appropriate labels and “trigger words”;
  • CLF-compliant page type and layout specifications;
  • Support for deployment of other finding aids, including search interfaces, A-Z indexes, and site maps; and
  • A maintenance and implementation procedures.

Depending on the desired outcomes of our assignments, the experienced consulting team in our Government Service Excellence practice works with our Management Consulting and Information Management professionals to ensure that our results reflect the best of our collective expertise.