Author: Systemscope

GTEC 2010: Igniting Government Transformation!

One of the hottest tickets at this year’s GTEC! – rapid-fire innovative thinking on transformational topics from Systemscope experts and client partners.

Nine (9) Ignite presenters shared thought-provoking and challenging stories about various aspects of government transformation – giving a quick window into a variety of trends that are fueling government transformation. Using 20 slides that advanced every 15 seconds, this intense and unique format kept everyone glued to the topics.

  • Goodbye Librarians… As the amount of digital data and information is growing at a dizzying pace, Linda Daniels-Lewis (Senior IM Consultant, Systemscope) notes it’s getting harder to pinpoint the best information sources. The traditional boundaries of collections management, electronic records management, data stewardship, digital preservation, and digital asset management are beginning to blur – what is the role for digital curators?
  • Five Myths About Performance… Performance Dashboards That Is – Everyone thinks they want a big, beautiful dashboard, but not every organization can handle it. Denise Eisner (Senior Consultant, Systemscope) exposes the dirty myths and offers some salient truths about web performance management in large organizations.
  • Clocks And Clouds: Process Analysis In the Post-Modern World – Clocks are neat, orderly systems that can be solved through reduction; clouds are an epistemic mess, highly irregular, disorderly, and more or less unpredictable. Kellen Greenberg (Director, Integrated Process Management, Systemscope) explains why knowing the difference makes a difference in effective process modeling.
  • $#*! My Dad Says About Business Architecture is Steven Karam’s (Partner and Government Service Excellence Practice Lead, Systemscope) refreshing and provocative look at the trials and tribulations of Business Architecture in the Government of Canada. It also reveals an easy entry point for GC organizations looking to use Business Architecture as a means to linking strategic IM/IT investments to policy and organizational outcomes .
  • RACIs – The Rosetta Stone For Your OrganizationDenis Barbeau (Partner and Strategic Business Consulting Practice Lead, Systemscope) describes how RACI diagrams are used as a foundation in organizational transformation, all the while fostering high levels of engagement, a common understanding of roles and responsibilities, and a consistent vocabulary that mitigates organizational ambiguity.

Systemscope also welcomed two exciting guests to its Ignite session: public policy entrepreneur, open government activist and negotiation expert David Eaves to talk about Open Data: Release the Power Within! and Ron Surette (DG of Information Technology Branch, Library and Archives Canada) who expanded on his theme GC: We’re Going Paperless! … Write That Down.

Back to GTEC 2010 Overview

GTEC 2010

Systemscope returned to GTEC October 5, 2010 with three informative workshops from our consultants paired with innovative public servants. New this year was a fast-paced, provocative Ignite-style session as well as two other workshops showcasing how public sector leaders are using new approaches and methods to address the persistent challenges within Government Transformation and Performance.

Presentations Now Available!



Workshop 1


Igniting Government Transformation:  With Ignite-style presentations from Systemscope experts and client partners David Eaves and Ron Surette, DG of Information Technology Branch, Library and Archives Canada.

Workshop 2


You Can’t Handle The Truth: Management of Performance: With Gina Smith, A/Executive Director of the IT Project Review and Oversight Division, TBS, and Stephen Karam, Systemscope Partner and Practice Lead – Government Service Excellence.

Workshop 3


Everything’s Different, But Has Anything Changed?: Realizing Efficiencies Through Organizational Transformation: With Victor Abele, DG of Citizen Service Strategy, Service Canada, Denis Barbeau, Systemscope Partner and Practice Lead – Strategic Business Consulting and Stephen Karam, Systemscope Partner and Practice Lead – Government Service Excellence

Managing Information in the Public Sector: Architecting for the E-Record

Systemscope Senior IM specialist Linda Daniels-Lewis and Alexandra Freeland from the Canadian Nuclear Safety Commission (CNSC) presented Architecting for the E-Record on Tuesday, April 27th, 2010 at the Managing Information in the Public Sector conference in Toronto, Ontario. Their session focused on:

  • The requirements for managing an electronic record;
  • Which systems can and should be regarded as Systems of Record deserving of RM rigor;
  • The information architecture components required to aggregate records across data systems;
  • How the development of a Business Information Relationship Model can help identify those IA components; and
  • How digital signatures can be introduced and managed to reduce the need to retain signed paper records.

Managing e-Records Without an EDRMS

On October 21 2009, Systemscope’s Senior Information Architect Linda Daniels-Lewis delivered a very well-received workshop at the 5th Electronic Documents and Records Management conference in Ottawa. The workshop explored a common challenge faced by many GC organizations:  managing e-records without the support of an Electronic Document and Records Management System (EDRMS). The workshop drew participants through a process that covered:

  • Defining the e-Record
  • Managing e-records
  • Classifying e-records
  • Where to begin
  • How to proceed
  • How to succeed

If you’d like to discuss this challenge with Linda, she can be reached via email at daniels-lewis[at]


Download the Presentation (English, PDF)

For more information, visit the Federated Press (PDF link)

Systemscope GTEC Session Messages Acknowledged by the Ottawa Citizen

Thom Kearney of the Treasury Board Secretariat’s CIO Branch, who presented at one of our open workshop sessions during GTEC this year with Jane Stewart – Systemscope’s Director of Web Channel Management – made an impression with session participants as well as with the Ottawa Citizen.  Kearney’s work with GCPedia, a government version of Wikipedia aimed at allowing federal employees to share information and collaborate, was acknowledged as the article draws attention to the Government of Canada’s efforts to become a more open and collaborative organization, internally and externally.


GTEC 2009 – Architecting 2.0: Striking the Balance Between Control and Chaos

[Le français suit]

Many GC organizations are still learning and applying the lessons of Web 1.0 with respect to information architecture, findability, and managing content lifecycles. Web 2.0 creates new challenges. One of the most compelling aspects of Web 2.0 is that it enables open, creative, user-generated approaches to contributing and organizing information, but social media platforms also need to get the basics right: ease of use, search that works, and content you can trust and manage from cradle to grave. What tactics can you use to strike the right balance between control and chaos? What’s the relationship between user-generated content (wiki articles, blog posts, group discussion, tweets) and more traditionally understood content domains (Web sites, documents, and records)?

Using GCPEDIA as an example, this session focused on the principles, challenges and risks involved in architecting effective and usable social media experiences. Jane Stewart, Systemscope’s Senior Web Information Architect and Director of Web Channel Management, and Thom Kearney of Treasury Board’s Chief Information Officer Branch discussed:

  • The role of categories and taxonomies in social media environments;
  • User tagging vs. controlled terminology;
  • Finding and linking across multiple repositories;
  • Managing “trust” in Web 2.0 environments.

Download the Presentation: Architecting 2.0: Striking the Balance Between Control and Chaos (English)


Créer l’architecture du  2.0 : atteindre l’équilibre entre le contrôle et le chaos

Plusieurs entreprises du GC en sont encore au stade de l’apprentissage et de la mise en œuvre des leçons du Web 1.0 quant à l’architecture de l’information, la trouvabilité et la gestion du cycle de vie du contenu. Le Web 2.0 amène avec lui de nouveaux défis. L’un des aspects les plus fascinants du Web 2.0 est sa possibilité de permettre aux utilisateurs de contribuer au contenu et à l’organisation de l’information de manière ouverte et créative. Toutefois, les fondements de ces plateformes de médias sociaux doivent être solides : faciles à utiliser, permettre une recherche efficace et créer un contenu auquel on peut se fier et qu’on peut gérer intégralement, « du berceau au tombeau ». Quelles méthodes pouvez-vous utilisez pour atteindre cet équilibre entre le contrôle et le chaos ? Quel est le lien entre le contenu généré par l’utilisateur (articles wiki, blogues, discussions collectives et microblogage) et les domaines de contenu plus traditionnels (sites Web, documents et enregistrements)?

En utilisant l’exemple du GCPEDIA, cet atelier était axé sur les principes, les défis et les risques liés à l’élaboration d’une architecture qui permettra des expériences de médias sociaux à la fois efficaces et utiles. Jane Stewart, chef des services de l’architecture de l’information Web et directrice de la gestion du canal Web chez Systemscope et Thom Kearney, de la Direction de dirigeant principal de l’information du Conseil du Trésor, ont discutés:

  • le rôle des catégories et des taxonomies dans les environnements de médias sociaux;
  • l’utilisation du taggage contre de terminologies contrôlées;
  • rechercher et relier plusieurs logithèques de référence; et
  • la gestion de la « confiance » dans les environnements Web 2.0.

Désolée, cette présentation n’est pas disponible en français.

GTEC 2009 – Smarter, Faster, Cheaper, Easier to Use… and Policy-Compliant: ACOA’s SharePoint-based Business Process Platform (BPP)

[Le français suit]

On the one hand, there is the pressure on the GC to improve service delivery to clients and stakeholders while respecting new policies and directives including project management (PM), information management (IM) and record keeping (RK). On the other hand, the current environment of Strategic Review, the focus on accountability and economic restraint are setting the expectation on departments and agencies to do more with less.

Is this more than departments and agencies can hope to manage?

Have no fear. There are working business solutions within the GC that demonstrate that this balance is achievable. The Atlantic Canada Opportunities Agency (ACOA), which manages $250M annually in grants and contributions, is leveraging existing commercially available solutions and government investments in Web 2.0 and enabling tools to improve the way it serves its clients, manages its business, and complies with new GC policies and directives. According to executives and managers, the ACOA Business Process Platform has significantly improved their working experience and their ability to serve clients, while respecting organizational obligations under the MAF and PAA.

Ron Surette – DG, Service Transformation, ACOA and Stephen Karam – Systemscope’s Lead for Government Service Excellence discussed:

  • How the BPP has significantly reduced program implementation time to days instead of months;
  • How ACOA engaged its business community to transform its data, content and process architecture prior to applying any IM/IT enablers; and
  • How the BPP effectively weaves Web 2.0 into the everyday work environment for managers and executives.

Download the presentation: Smarter, Faster, Cheaper, Easier to Use… and Policy-Compliant: ACOA’s SharePoint-based Business Process Platform


Plus intelligent, plus rapide, moins cher, plus convivial… et conforme aux politiques : l’APÉCA adopte une plateforme de processus opérationnel (PPO) s’appuyant sur SharePoint

D’un côté, le gouvernement du Canada est sous pression afin d’améliorer la prestation de services à sa clientèle et autres intervenants, tout en respectant de nouvelles politiques et directives en matière de gestion de projet (GP), de gestion de l’information (GI) et de tenue de documents (TD). De l’autre, le climat d’examen stratégique et l’attention portée à l’obligation de rendre compte et des contraintes économiques créent des attentes auprès des ministères et des organismes de réaliser plus, avec moins de ressources.

Les ministères et les organismes peuvent-ils vraiment gérer tout ça?

N’ayez crainte. Il existe des solutions fonctionnelles au sein du GC qui démontrent que cet équilibre est atteignable. L’Agence de promotion économique du Canada atlantique (APÉCA), qui gère plus de 250 millions de dollars par année en subventions et en contributions, a tiré parti de ses solutions commerciales existantes et des investissements gouvernementaux dans le Web 2.0 pour créer des outils qui améliorent la manière dont ils servent leur clientèle, gèrent leurs affaires et qui permettent de se conformer aux nouvelles politiques et directives du GC. Selon les cadres supérieurs et les directeurs, la PPO de l’APÉCA a amélioré de façon significative leur expérience de travail et leurs capacités à servir leurs clients, tout en respectant les obligations organisationnelles du CRG et de l’AAP.

Ron Surette, DG, Transformation des Services, APÉCA, et Stephen Karam, directeur de l’excellence du service gouvernemental de Systemscope ont discutés:

  • L’impact positif sur le temps de la mise en œuvre de programmes grâce à la PPO – passé à quelques jours, par rapport à des mois;
  • La consultation de la communauté d’affaires de l’APÉCA pour faciliter la transformation de ses données, de son contenu et de l’architecture de processus avant la mise en place d’outils de GI/TI; et
  • La manière dont la PPO tisse efficacement le Web 2.0 dans l’environnement de travail quotidien des directeurs et des cadres supérieurs.

Accédez la présentation: Plus intelligent, plus rapide, moins cher, plus convivial… et conforme aux politiques : l’APÉCA adopte une plateforme de processus opérationnel (PPO) s’appuyant sur SharePoint


How Is Your Website Performing? Ten Reasons for a Web Performance Measurement Framework

Originally posted August 28, 2009, on the GTEC Blog.

By Denise Eisner

A performance measurement framework created specifically for your website shifts the focus from simply reporting last month’s site traffic, to obtaining actionable insights that can help you make informed decisions. Not convinced? Consider ten reasons that make the case for adding a framework to your web strategy.

1. Define what success for your organization looks like – You may know why you need a website, but do you understand if it’s delivering results? You can only manage what you can measure.

2. Align your site with organizational objectives – Your Program Activity Architecture spells out the strategic objectives and associated activities for your department or agency. Determine how your current Web presence can support those objectives, and then frame any future content, information architecture or technological changes in terms of how they support your organization’s goals.

3. Identify the ROT and get rid of it – Measurement of site performance includes casting a bright light on underperforming content, or “Redundant, Outdated and Trivial” pages. This content is best archived in accordance with your IM policies, or backed up to portable media.

4. Monitor campaign effectiveness – For high-profile, public outreach programs, having an established method for monitoring traffic to special landing pages via site, e-mail or printed links will tell you if the chosen messages are working, or not.

5. Validate previous site design choices – Web metrics highlight which links on the home page or key landing pages received the most traffic. If traffic is flowing to your most important content and users aren’t abandoning your site, then the existing design is helping to meet both your goals and, hopefully, theirs!

6. Inform future redesigns – If you are contemplating a significant change to the site architecture, your measurement tools will help focus the design direction on research-based patterns of behaviour and further define user tasks and goals.

7. Identify performance benchmarks – If the core site functionality involves a particular online service, then comparing performance against successful organizations with similar mandates offers further insight into how your site measures up against industry leaders.

8. Define key performance indicators (KPIs) – Ideally, KPIs are directly relevant to a business outcome (e.g., increasing the number of people who complete transactions on the web), or user outcome (e.g., successfully finding a specific piece of information).

9. Maintain evidence of key decisions – A framework document captures the decisions the management team has adopted, providing sustainability of the measurement program.

10. Adopt a research-driven approach to the web – Basing decisions on a continual analysis of evolving business outcomes, web statistical trends and regular user feedback affords management the ability to stay strategic and avoid tactical approaches to the Web.

Denise Eisner works within the Government Service Excellence practice at Systemscope. Want to discuss performance measurement? Email her at eisner[at]!