Question Period Note: THE POLICY ON SERVICE AND DIGITAL

What is the Policy on Service and Digital and how is it enabling digital government?

• Good government in the 21st century means providing quality services that are digitally-enabled and client-centric.
• The policy puts Canadians at the centre of our work, and empowers the government to deliver the modern, quality services they expect.
• By introducing a single set of rules, we have established a foundation for the management of service delivery, information and technology across the Government of Canada.
• With the policy, the government is prepared, now more than ever, to meet the needs of an increasingly digital citizenry.

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. Other requirements, including but not limited to, requirements for privacy, official languages and accessibility, also apply to the management of service delivery, information and data, information management and cyber security.
The Policy on Service and Digital focuses on the client, ensuring proactive consideration at the design stage of key requirements of these functions in the development of operations and services. It establishes an enterprise-wide, integrated approach to governance, planning and management. More specifically, key changes include:
1. Enhanced and integrated governance with an Enterprise Approach
2. Increased focus on the client and the digital enablement across all services and channels
3. Better use and sharing of information recognizing its value as a strategic asset
4. Leverage technology, such as automated decision-making, and to better manage and protect systems and information
5. Strengthen and train the federal workforce to meet needs of digital government
Overall, the Policy on Service and Digital advances the delivery of services and the effectiveness of government operations through the strategic management of government information and data and leveraging of information technology.
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; collaborate widely.

KEY FACTS • The Policy on Service and Digital consolidates five existing policy instruments and three supporting directives into a single policy and directive.

• The new policy effectively reduces the number of policy requirements from 162 to 115.
• The Policy will come into effect April 2020.