Systemscope presented three workshops at GTEC 2007, all of which received an enthusiastic response from GTEC delegates. In each workshop, Systemscope's practice leads and senior consultants were joined by public sector representatives to provide a dual perspective on key public sector challenges.

• Government Service Delivery
  57 Channels and Nothing On…
  
• The Why and How of Web Information Architecture
  Getting it Right for Your Users, and Your Organization
  
• The GC IM Agenda and Policy Compliance
  How IM Leaders are Making it Real
  

Government Service Delivery:
57 Channels and Nothing On
OK, not exactly 57, but there certainly are plenty of entry points to access government services. Be it phone, in-person, Internet, wireless, or otherwise, government clients continue to raise their expectations of how, and how fast, they want to discover and access services for which they are eligible. In most cases, governments are providing a very different client experience from channel to channel, with varying degrees of quality. Though lip service has been paid in the past, more and more public sector organizations are investing in integrated channel strategies, to provide both a consistent experience to clients, and a greater marketing network to expand the reach of government programs.

Systemscope’s eGovernment Practice Lead, Stephen Karam, explained more about how channel strategies are being developed in other leading countries around the world, and how some Government of Canada departments and agencies are making the investment toward a higher value service experience that benefits both the client and the GoC. The session addressed:

• Who cares about a channel strategy?
• The key stages of a channel strategy
• Determining what you know vs. what you don’t know
• Keeping your organization’s expectations realistic
• Implementation considerations

Stephen was joined by Michele Goshulak, Director General of Program Planning and Service Modernization at Agriculture and Agri-Food Canada (AAFC), who talked about the development of AAFC's integrated channel strategy in support of services emerging from Canada's new agricultural policy framework.

Download the presentation:
English (PDF, 1.7Mb)
Français (PDF, 1.8Mb)

The Why and How of Web Information Architecture:
Getting it Right for Your Users, and Your Organization

You're not sure exactly what it is, but you know you need one! An effective Web information architecture should simplify life for both site users and contributors, but getting there is both art and science. Systemscope's lead IA practitioner, Jane Stewart, addressed the role of IA in federal organizations. The session addressed multiple issues, including:

• How are effective public sector IAs designed, and how do you know if your IA is effective?
• How do you develop and manage an IA that meets the needs of all your stakeholders: policy and programs, service delivery, IM, IT, communications and marketing?
• What are the IA implications of Common Look and Feel 2.0?
• IA and the back end: how can IA help improve site content and management?
• IA and findability: are you ready to be discovered?
• How do you manage an IA (people, processes, and technology)?

Jane was joined by Senior Advisor Sydney Hill of the eCommunications group at Citizenship and Immigration Canada (CIC). CIC launched a redesigned site in June of this year, after having used a research-driven approach to IA development, including both domestic and international user testing. CIC also extensively renovated its Web content to better meet the needs of the site's visitors from Canada and around the world. Sydney talked about the methods used, and the lessons learned, from this concentrated effort.

Download the presentation:
English (PDF, 1.1Mb)
Français (PDF, 1.1Mb)

The GC IM Agenda and Policy Compliance:
How IM Leaders are Making it Real

Treasury Board Secretariat has released a new Policy on Information Management, expanding accountabilities and specifying desired results for IM across government. While the new policy replaces the MGI Policy of 2003, in the absence of the full complement of associated directives, it is not entirely clear to departments what their immediate response could or should be. This session examined what has changed, and the current “knowns” with respect to compliance with TBS IM Policy and its associated directives.

Systemscope’s IM Practice Lead, Lindsay Fraser, presented a cross-walk of the MGI and the IM Policiesm highlighting the concrete actions that departments can take now in responding to the new policy and in preparing for its associated directives.

Lindsay was joined by Diane Lavigne, Director of IM for Transport Canada, a recognized leader in GC IM renewal, who talked about Transport Canada’s approach to MGI Implementation, including key success factors, lessons learned and ongoing challenges.

Download the presentation:
English (PDF, 680 Kb)
Français (PDF, 683 Kb)