Customer service standards are the measurable micro goals towards the bigger goal of customer satisfaction. The Government of Canada Digital Playbook is available under the Open Government Licence - Canada, except where otherwise stated. The Canadian Digital Service is recruiting tech brains from across the country and around the world in an effort to do IT differently inside the federal government. Standards, policies and guidance. Moving to the new version of the standard we leverage digital technologies and methods to deliver the high-quality services Canadians expect. The answer is a clear and definite no. These digital standards were co-created with the public and key stakeholder groups. The DIACC is committed to unlocking economic opportunities for Canadian consumers, and businesses by providing the framework to develop a robust, secure, scalable and privacy-enhancing digital identification and authentication ecosystem that will decrease costs for everyone while improving service delivery and driving GDP growth. The digital standards were co-created with the public and key stakeholder groups and the goal is to co-create this Digital Playbook with the same groups. Community feedback and contributions to the Digital Playbook are encouraged, with designated reviewers for each part of the Digital Playbook being responsible for reviewing, responding to, requesting changes (as needed) and eventually approving or declining the feedback and contributions. Home > Blog > An Overview of Canada’s Accessibility Laws: A Look at the Old and the New. Includes task-specific views and interactive features to make it easier to find relevant guidance and to apply it to day-to-day work. As we’ve been gathering feedback and input from people across the public service, one of the questions we continually get is how to simply define the standard and the need for one. Customer service standards are guidelines adopted by a business to shape the customer's relationship with the business at every step along the way of the customer's experience with the company and its products or services. Specifically, The Accessible Canada Act (Bill C-81) that received unanimous support in the … Government's purpose is to improve the lives of people. The Government appointed the first Minister of Digital Government in July 2018, who, shortly thereafter, announced the Government of Canada Digital Standards, which outline how we will work differently in the digital age. In January, we launched the Artificial Intelligence Source List of qualified suppliers so that public servants can easily access tools to make better sense and more effective use of the data we have. These laws are expected to do even more to ensure accessibility for Canadians. 3.1 The Web channel is an important part of the Government of Canada's commitment to multi-channel access and service delivery. From the start, we work with the people who will use a product, including people with disabilities. The Government of Canada needs to make responsible decisions to ensure that systems and information remain usable for as long as necessary. 14. The Digital Transformation Office (DTO) is part of the Treasury Board of Canada Secretariat’s Strategic Communications and Ministerial Affairs sector. The Standards ensure: users and their needs are at the heart of everything we do; and; we leverage digital technologies and methods to deliver the high-quality services Canadians expect. Digital Playbook views are generated from the Digital Playbook dataset and can make the Digital Playbook more relevant and easier to use for certain tasks by providing only the information that is relevant to the task and ordering it in a way that makes sense for the user. Digital Service Standard criteria. The Government appointed the first Minister of Digital Government in July 2018, who, shortly thereafter, announced the Government of Canada Digital Standards, which outline how we will work differently in the digital age. The Government of Canada’s Digital Standards form the foundation of the government’s shift to becoming more agile, open, and user-focused. I think there is a missing element of "planned sustainability" in the principles. Digital Standard: 4. Historically, the way we established our identity is through physical documents (e.g. Using files located on non-Government of Canada servers. This enables the Digital Playbook to be both agile and ever-improving on GitHub while also providing a stable version through Canada.ca that can be relied upon for guidance. Strong standards … Protecting Canadians and their information when they use government services. The Government of Canada's Digital Standards. The Policy on Service and Digital and supporting instruments serve as an integrated set of rules that articulate how Government of Canada organizations manage service delivery, information and data, information technology, and cyber security in the digital era. Canada School of Public Service Digital Academy. ; 2.2 The Treasury Board of Canada has delegated to the President of the Treasury Board of Canada the authority to issue, amend, and rescind this directive. 14. This Digital Playbook, and the Government of Canada's Digital Standards it is built upon, form the foundation of the Government of Canada’s shift to becoming more agile, open, and user-focused. The scope for service assessments will not change as part of this update. The DIACC is committed to unlocking economic opportunities for Canadian consumers, and businesses by providing the framework to develop a robust, secure, scalable and privacy-enhancing digital identification and authentication ecosystem that will decrease costs for everyone while improving service delivery and driving GDP growth. The Digital Playbook is composed of multiple different views which are designed for certain tasks by providing only the information that is relevant to the task and ordering it in a way that makes sense for the user. 3.1 The Web channel is an important part of the Government of Canada's commitment to multi-channel access and service delivery. Canada has embraced this challenge. Identity is the representation of who you are. Rules and guidance related to digital government. Canada needed a “fundamental rethink” of its public service delivery, says Alex Benay, the Government Chief Information Officer. Digital technologies are critical to the global economy and to Canada’s future economic growth and prosperity. The Digital Playbook is also an opportunity to experiment with new approaches while reusing as much as possible and contributing back reusable components for others to use (see Experimental approaches and reusable components). I think there is a missing element of "planned sustainability" in the principles. Thus, it is advisable for any modern business based in Canada to … Links: GitHub. Interoperability: Digital Identity You Can Use. Use open standards and solutions; Guideline: 4.2 Design for services and platforms that are seamless for Canadians to use no matter what device or channel they are using; Tags: 11. Editor’s Note: This post was originally published in March 2018 and has since been updated for accuracy and comprehensiveness pertaining to the latest Canadian accessibility standards and regulations. With the recent passage of HB 1078 in Washington State (see: here), it seemed appropriate to compare the legal attitudes between Canada’s Parliament and the American Senate.The resulting difference might surprise you.To start, Canada still lags legislatively when it … A person’s identity is composed of different attributes such as name, date of birth, address and citizenship. Each of these views could be composed of one or more of the following: The approach to developing and releasing the Digital Playbook will be similar to the Web Experience Toolkit and HTML5, where the Digital Playbook continuously evolves on GitHub and stable snapshots of that work are released as formal versions through Canada.ca. Use open standards and solutions; Guideline: 4.2 Design for services and platforms that are seamless for Canadians to use no matter what device or channel they are using; Tags: 11. The Standards ensure: The government’s Digital Operations Strategic Plan sets out concrete, practical steps focused on implementation and delivery. White Paper: Canada’s Digital ID Future - A Federated Approach. In our increasingly pervasive digital world, our ID can also include additional … The Guideline on Service Standards, developed by the Treasury Board of Canada Secretariat, is intended to be used by service employees and managers responsible for efficient and effective service delivery. With the recent passage of HB 1078 in Washington State (see: here), it seemed appropriate to compare the legal attitudes between Canada’s Parliament and the American Senate.The resulting difference might surprise you.To start, Canada still lags legislatively when it … Interoperability: Digital Identity You Can Use. They are living standards and they will continue to evolve over time as we better … Canada has embraced this challenge. announced the Government of Canada Digital Standards, users and their needs are at the heart of everything we do; and. In the 1990s and early 2000s, this meant an emphasis on providing government information and forms online. Search for data, and information, and learn about open government. Encourage everyone to use the digital service (Digital Service Standard (UK)) Content details. You will not receive a reply. Other content in this section. Based on our principles of quality support, here are 21 customer service standards to guide your team. The Accessible Canada Act (Bill C-81): Passed in 2019 in both the House of Commons and the Senate of Canada with unanimous support, the new Accessible Ca… We are shifting from email to collaborative platforms, embracing social media, and promoting the responsible use of automation and artificial intelligence. Here’s a snapshot of what’s been happening across the country: 1. ... Josh Ruihley, Service Owner, and Emily Kuret, Product Manager - COVID Alert. Actually, many e signature services go beyond the statutory and legislative requirements. Bertha Chan is a Digital Intern in the Ontario Internship Program, currently working in the Ontario Digital Service on the Digital Service Standard project. For enquiries, contact us. “Tell-us-once”approaches can enable reuse of data to deliver seamless services and reduce administrative burdens. The Government of Canada is committed to ensuring that a high level of Web accessibility is applied uniformly across its websites and Web applications. Despite the Government of Canada’s early successes, there is room for improvement. The Standards ensure: users and their needs are at the heart of everything we do; and Digital transformation is integral to Public Service renewal. More so, digital signature solutions are progressively evolving and equaling the ink in terms of acceptability. Digital information and technology is fragile because software and hardware can have short life spans. Making your service accessible: an introduction Achieves policy outcomes 3. Security of online services. The primary reviewers are individuals from the related policy areas and areas of expertise, and are also responsible for contributing content and engaging with their respective communities. ... these ten evergreen principles set the standard for how government will work in the digital age in the name of improved service delivery. They will guide teams in designing digital services in a way that best serves Canadians. Digital technologies offer the opportunity to radically improve government operations while transforming how we work. They are living standards and guidance and they will continue to evolve over time as we better understand the complexities involved in putting them into practice. Canada and a few of its provinces have since been developing legislation that focuses specifically on the rights of people with disabilities, instead of lumping these rights together with other minority groups. This Digital Playbook, and the Government of Canada's Digital Standards it is built upon, form the foundation of the Government of Canada’s shift to becoming more agile, open, and user-focused. The Canadian Digital Service is committed to building accessible and inclusive services. INTRODUCTION. (Keywords: digital architectural standards, earb, enterprise architecture), 7. D7 comprises nations that are recognized as having the most advanced digital governments globally (in November 2018, it will become the Digital 9). The digital standards were co-created with the public and key stakeholder groups and the goal is to co-create this Digital … In 2018, Canada signed the Digital 7 (D7) charter, joining leading digital nations in a mission to harness digital technology to the benefit of citizens. Accessibility. We believe that the best digital service is convenient, intuitive and easy to use. To ensure that the Digital Playbook is as easy to use as possible, contributors/reviewers would work with their respective communities to determine how to make the Digital Playbook more applicable to their day-to-day work, including for which tasks/scenarios personalized Digital Playbook views should be provided. The answer is a clear and definite no. Digital Standard: 4. In this brief, we highlight why Canada needs a digital identity system, how other countries have made progress in this area and the lessons we can learn from those experiences to build a system in Canada. Service and Digital, Policy on The Policy on Service and Digital and supporting instruments serve as an integrated set of rules that articulate how Government of Canada organizations manage service delivery, information and data, information technology, and cyber security in the digital era. 2.1 This directive is issued pursuant to the same authority indicated in section 2 of the Policy on Service and Digital. The Digital Service Standard is a set of best-practice principles for designing and delivering government services. Contact: Honey Dacanay. Please use the GDS Service Standard Canada has embraced this challenge. driver’s license, passport, ID card), sometimes supplemented with some form of physical verification (typically a signature). Provides practical and detailed guidance to assist the Government of Canada in digital transformation and augmented service delivery, including becoming more agile, open and user-focused. Encourage everyone to use the digital service (Digital Service Standard (UK)) Content details. At DTO, we are communications professionals with expertise in content and interaction design, user research and plain language writing. While designing digital services is not a game of basketball, similar principles can apply: in multiplayer mode we’re more effective when people with different roles can work together towards one goal, in real time, in one place. Report a cybercrime Iterating on a service that makes it easier for victims of cybercrime to report an incident and get guidance on what they can do to protect themselves. Digital information and technology is fragile because software and hardware can have short life spans. Based on those conversations, we’ve started to define our Digital Service Standardas our attempt to define what ‘good’ looks like so that, regardless of who’s delivering it, a digital service consistently (and at a minimum): 1. The Government of Canada is committed to ensuring that a high level of Web accessibility is applied uniformly across its websites and Web applications. Meanwhile, automation and artificial intelligence can enable a more effective Public Service by supporting faster processes, smarter analysis, and more informed government decision-making. The Local Government Digital Service Standard has now been deprecated. Imported and adapted from digital leaders at home and abroad (see for example the digital standards … The management of these functions is guided by a commitment to the guiding principles and best practices of the Government of Canada Digital Standards: design with users; iterate and improve frequently; work in the open by default; use open standards and solutions; address security and privacy risks; build in accessible from the start; empower staff to deliver better services; be good data stewards; design ethical services… The Digital Standards build on the Digital 7 (D7) Charter, which Canada became a signatory of in February 2018. The Government of Canada Digital Playbook provides practical and measurable guidance to assist individual projects with becoming more agile, open and user-focused by applying the Digital Standards. The Guideline on Service Standards, developed by the Treasury Board of Canada Secretariat, is intended to be used by service employees and managers responsible for efficient and effective service delivery. Customer service standards are the measurable micro goals towards the bigger goal of customer satisfaction. We expect people to have questions about this, so we’re producing some clearer guidance on what’s in scope. It outlines common concepts and best practices for successfully developing and managing service standards for both internal and external services to citizens and business. There are many examples throughout this report of our travels on the road to becoming more digital. They're the minimum height your service reps should be able to jump. We are changing how we work by leveraging open solutions, collaborating widely and working in the open, iterating frequently, continuously improving, and becoming truly user-centred in all that we do. Pop quiz, do Canadians and Americans approach cyber security the same way? The Government of Canada needs to make responsible decisions to ensure that systems and information remain usable for as long as necessary. The charter commits Canada to work towards core principles of digital development, focusing on user needs, open government, and a commitment to share and learn from D7 member nations. Our goal is to provide public services to Canadians which are simple to use and trustworthy. They will guide teams in designing digital services in a way that best serves Canadians. This included provincial and municipal governments, … Canadians expect government to change and adapt—by delivering the services they need, when and where they need them, through the channels that they prefer. Service assessments. TThis Digital Service Standard was developed for the Ontario government to use as we design online information and transactional services for the people of Ontario. They're the minimum height your service reps should be able to jump. They will guide teams in designing digital services in a way that best serves Canadians. Code for Canada. This week, Canada became the latest government to launch a central government tech unit – the Canadian Digital Service (CDS). The Government appointed the first Minister of Digital Government in July 2018, who, shortly thereafter, announced the Government of Canada Digital Standards, which outline how we will work differently in the digital age. We encourage you to submit feedback using one of the following open feedback options: If you encounter issues with the open feedback options then please contact us through the OneGC email account. Public servants also developed a Data Strategy Roadmap centered on improved strategic use, protection, and stewardship of government data. "The Government of Canada's new Digital Standards represent a foundational step in the fast evolution of Canada's government digital services. To improve the functionality of the Canadian Digital Service website, certain files (such as open source libraries, images and scripts) may be delivered automatically to your browser via a trusted third-party server or content delivery network. Building accessible services means meeting the needs of as many people as possible. The trigger for an assessment is still the same: technology spending on a digital service. Meets user needs 2. In the years since, the world has undergone profound change, driven by ceaseless advances in digital technologies. It outlines common concepts and best practices for successfully developing and managing service standards for both internal and external services to citizens and business. Offers value for money (not necessarily the cheapest … We have collated guidance from government websites and independent bodies to help you follow the ‘Technology Code of Practice’.. Pop quiz, do Canadians and Americans approach cyber security the same way? Between September 2016 and February 2017, the Treasury Board of Canada Secretariat met with numerous stakeholders from a variety of backgrounds, in 20 cities and 10 provinces and territories across Canada, soliciting ideas and perspectives on an emerging Government of Canada approach to improving digital service delivery. It helps digital teams to build services that are simple, clear and fast. Empower staff to deliver better services, Experimental approaches and reusable components. Open government. Partner: Royal … Based on our principles of quality support, here are 21 customer service standards to guide your team.