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Wirelss Technology Changes The Way Government Works


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Wirelss Technology Changes The Way Government Works

  1. 1. Government of Canada Wireless Portal Melissa Teasdale Manager, Project Design Web Channel Office October 2008
  2. 2. Government of Canada Wireless Portal <ul><li>Government in the Palm of Your Hand </li></ul><ul><li> </li></ul>
  3. 3. Background: Service Quality <ul><li>Goal: improved service quality to meet and exceed citizen expectations </li></ul><ul><li>To Canadians service quality means: </li></ul><ul><li>quick - personalized </li></ul><ul><li>convenient - easy to access </li></ul><ul><li>easy to use - reliable </li></ul><ul><li>timely </li></ul>
  4. 4. Mobile Government <ul><li>Clients expect government to keep pace with new technological developments </li></ul><ul><li>GoC must look at new ways of using technology to develop service delivery across government organizations </li></ul><ul><li>New and emerging technologies can be used to improve communication between government and clients </li></ul><ul><li>Services must remain accessible and client centric </li></ul>
  5. 5. Mobile Government <ul><li>Reasons for creating GoC Wireless Portal </li></ul><ul><li>Increasing use of wireless devices to access information </li></ul><ul><ul><li>Faster data transfer speeds will foster further uptake </li></ul></ul><ul><li>Global shift predicted: mobile Web access to surpass PCs </li></ul><ul><li>Source: “Yahoo! Aiming for mobile Internet leadership” </li></ul><ul><li>Canadian mobile penetration was 62% in March 2008 and should reach 71.1% in 2010 </li></ul><ul><li>Sources: Reuters – IE Market Research Corp. report; Canadian Wireless Telecommunications Association </li></ul><ul><li>Two distinct approaches </li></ul><ul><li>Make existing “wired” Web site available in wireless format </li></ul><ul><li>Create a distinct site for wireless users </li></ul><ul><li>Combination of approaches </li></ul><ul><li>Make some features of existing site available through wireless devices </li></ul><ul><li>Adapt best practices for wireless interface design </li></ul>
  6. 6. GoC Wireless Portal <ul><li>Launched May 2002 </li></ul><ul><li>Provides a single access point to key GoC services and information </li></ul><ul><li>Information and services optimized for the wireless channel </li></ul><ul><li>Complements existing GoC service channels </li></ul><ul><li>Targets the needs of wireless users specifically </li></ul>
  7. 7. Wireless Portal: Users <ul><li>Favourable reaction to plans to develop/expand the Wireless Portal </li></ul><ul><li>Positive reaction: </li></ul><ul><ul><li>Compliments for simplicity, direct approach </li></ul></ul><ul><ul><li>Satisfied that the site provided was useful </li></ul></ul><ul><ul><li>Information specific to wireless users </li></ul></ul>
  8. 8. Usability and Client Research Results <ul><li>Strategies for Web sites are not automatically transferable to wireless sites </li></ul><ul><ul><li>Example: different set of best practices </li></ul></ul><ul><li>Wireless users don’t “surf” </li></ul><ul><ul><li>“ [Wireless access] is not a substitute for Internet access and I don’t expect it to be. It’s totally different” </li></ul></ul><ul><li>Wireless users want to access small parcels of targeted information </li></ul><ul><ul><li>“ I’m looking for quick information, the bits that I need” </li></ul></ul>
  9. 9. Wireless Portal Today: Services <ul><li>Current information and services </li></ul><ul><li>Contact information for: </li></ul><ul><ul><ul><li>Members of Parliament </li></ul></ul></ul><ul><ul><ul><li>Government of Canada employees </li></ul></ul></ul><ul><ul><ul><li>1 800 O-Canada international toll-free numbers </li></ul></ul></ul><ul><ul><ul><li>Canada Business services centres </li></ul></ul></ul><ul><ul><ul><li>Passport offices </li></ul></ul></ul><ul><ul><ul><li>Canadian Company Capabilities </li></ul></ul></ul><ul><ul><ul><li>National Parks </li></ul></ul></ul><ul><li>Services: </li></ul><ul><ul><ul><li>Currency converter </li></ul></ul></ul><ul><ul><ul><li>Exchange rates </li></ul></ul></ul><ul><ul><ul><li>Border wait times </li></ul></ul></ul><ul><ul><ul><li>Economic indicators </li></ul></ul></ul><ul><ul><ul><li>Government of Canada Newsroom </li></ul></ul></ul><ul><ul><ul><li>Hurricane information (seasonal) </li></ul></ul></ul><ul><ul><ul><li>Weather </li></ul></ul></ul>Government in the Palm of Your Hand!
  10. 10. Wireless Portal Today: Partners <ul><li>GoC Wireless Portal partners (by department/institution) </li></ul><ul><ul><ul><li>Canada Border Services Agency </li></ul></ul></ul><ul><ul><ul><li>Industry Canada </li></ul></ul></ul><ul><ul><ul><li>Environment Canada </li></ul></ul></ul><ul><ul><ul><li>Bank of Canada </li></ul></ul></ul><ul><ul><ul><li>Statistics Canada </li></ul></ul></ul><ul><ul><ul><li>Public Works and Government Services Canada </li></ul></ul></ul><ul><ul><ul><li>Parliament of Canada </li></ul></ul></ul><ul><ul><ul><li>Passport Canada </li></ul></ul></ul><ul><ul><ul><li>Parks Canada </li></ul></ul></ul>
  11. 11. <ul><li>Challenges presented by the clients </li></ul><ul><li>Increased expectations for government to keep pace with technology </li></ul><ul><li>Increasingly complex information requirements </li></ul><ul><li>Conflict between privacy issues and expectations for information </li></ul><ul><li>Challenges presented by the wireless medium </li></ul><ul><li>Lack of benchmarks, industry standards </li></ul><ul><li>Compatibility issues </li></ul><ul><li>Diversity of devices and features offered </li></ul><ul><li>Lack of standard user interfaces </li></ul><ul><li>Interoperability issues </li></ul><ul><li>Security </li></ul><ul><li>Screen size, memory, download time </li></ul><ul><li>Ease of use </li></ul><ul><li>Dependencies: data sharing, industry </li></ul><ul><li>Legislation </li></ul>Our Challenges
  12. 12. Wireless Portal Today: Evolution <ul><li>Core Principles and Best Practices </li></ul><ul><li>Minimize challenges of bandwidth, screen size and device compatibility (reduced hierarchy and download time) </li></ul><ul><li>Common strategy and consistent approach across government </li></ul><ul><li>Provide useful information quickly and easily </li></ul><ul><li>“ Just in time” services </li></ul><ul><li>Ensure backward and forward compatibility for older and newer devices </li></ul><ul><li>Back button on every page, reduce scrolling </li></ul><ul><li>Provide a service specific to the wireless medium </li></ul>
  13. 13. Wireless Portal Today: Benefits <ul><li>Mobile government helps GoC stay connected to the public by: </li></ul><ul><ul><li>Increasing number of channels available for government-citizen communication (phone, online, in person, mobile) </li></ul></ul><ul><ul><li>Using technology to improve service delivery </li></ul></ul><ul><ul><li>Providing client-centric services relevant to the daily lives of users </li></ul></ul><ul><ul><li>Making government more accessible </li></ul></ul><ul><li>Cross-promote other channels (in person, main Web site, telephone) </li></ul><ul><li>Play a leadership role in providing access and profile to wireless information and services across GoC departments and agencies </li></ul><ul><li>Make services accessible to clients whenever they want, wherever they are </li></ul>
  14. 14. Wireless Portal Today <ul><li>Interdepartmental working group helps evolve and expand the Portal in line with on-going client research and feedback </li></ul><ul><li>Average 204,000 visits per month (in spring/summer 2008) </li></ul><ul><li>“ Interactive” services such as border wait times, currency converter are most popular </li></ul><ul><li>Weather is overall most popular service </li></ul>
  15. 15. Wireless Portal Today: Evolution <ul><li>Future directions </li></ul><ul><ul><li>User feedback/usage statistics demonstrate that menu is long and difficult to navigate </li></ul></ul><ul><ul><li>Proposed redesign will: </li></ul></ul><ul><ul><ul><li>Shorten menus </li></ul></ul></ul><ul><ul><ul><li>Create more direct paths to desired information </li></ul></ul></ul><ul><ul><ul><li>New services </li></ul></ul></ul><ul><ul><ul><li>Provide more options for delivering services by increasing choices for navigability and accessibility to a wider range of devices </li></ul></ul></ul>
  16. 16. Our Future <ul><li>Raising awareness </li></ul><ul><li>Build upon existing information and services </li></ul><ul><li>Develop and maintain partnerships with departments and agencies for a consistent and cohesive approach to mobile service delivery </li></ul><ul><li>Provide guidance to departments beginning to develop mobile strategies </li></ul><ul><li>Exchange of information and strategies through national and international studies and conferences (ICA - International Council for Information Technology in Government Administration) </li></ul>
  17. 17. <ul><li>Contact Information </li></ul><ul><li>Melissa Teasdale </li></ul><ul><li>Manager, Project Design </li></ul><ul><li>Web Channel Office </li></ul><ul><li>Service Canada </li></ul><ul><li>[email_address] </li></ul>