Employment and Social Development Canada’s Service Strategy Overview

Service delivery in the Government of Canada

Each day, the Government of Canada interacts with millions of Canadians by delivering services that play important roles in their lives. They expect high-quality, easy-to-access, simple and secure services that are responsive to their needs, whether they are offered online, through call centres, or in person.

Budget 2016 highlights the importance of service delivery for the Government of Canada, and public servants across the Government are focused on transforming what we do and how we operate in order to provide a better service experience. As the face of Government of Canada services for many Canadians, Employment and Social Development Canada (ESDC) is playing an important role in the advancement of government-wide service initiatives.

Transforming service delivery through the ESDC Service Strategy

As leaders in service excellence, ESDC is adopting world class service delivery models enabled by modern technologies to provide more services online and deliver services in a way that responds to our clients' current and emerging needs. We are working collaboratively with our partners within the Department, across the federal government and with provinces and territories to transform how we engage to better understand Canadians and deliver services that meet their needs.

We are building on our innovation and engagement practices to advance new ideas from the concept to every-day use. Our vision to anchor service delivery is simple – Now and Tomorrow: Excellence in Everything We Do.

By listening to and understanding the needs and preferences of our clients and employees, ESDC is best positioned to design and deliver programs and services that meet Canadians' expectations for service excellence.

To achieve this, we are putting forward the ESDC Service Strategy to serve as a department-wide modernization plan of action which embraces our commitment to service excellence and transforms the way we deliver services to clients, employers, communities and organizations.

The ESDC Service Strategy in action

At the core of the ESDC Service Strategy are five principles that will guide our service delivery modernization efforts:

Client-centric – Responsive to current and emerging client needs

Clients are at the centre of everything we do. We need to ensure clients are engaged and involved in the design and development of services. This involves collecting and analyzing client and employee feedback as services are provided and ensuring the best feedback and ideas inform implementation on the ground.

Digital – Secure and easy to use

Clients expect secure and easy-to-use online options to access services—from the information and application stage up to a decision on their file. We are committed to providing Canadians with access to high-quality online services, while ensuring that those who require additional assistance to access services online receive it.

Collaborative – Connected through integrated and seamless collaboration and partnerships

Collaboration and partnerships are at the heart of our approach to service delivery. Clients expect seamless access to a suite of integrated programs and services that places their needs front and centre. We are working cooperatively and drawing on collective expertise across the federal government, with provinces and territories and stakeholders to provide responsive, adaptable, open and networked services.

Efficiency and effectiveness – Providing value for money

ESDC is committed to providing online services to Canadians and drawing on effective and efficient processes, while maintaining the quality of service experienced through other channels. These improvements will save Canadians time when they access our services enabled by a user-friendly approach.

Service excellence – Based on a strong innovative service culture and engaged workforce

Our commitment to service excellence calls for all of us—as individuals and as a collective—to continue to innovate and meet new standards of excellence. Engagement, collaboration, effective teamwork and professional development are all essential to a high-performing organization. We must find ways to encourage innovation that makes smart use of new technologies and ensure that we have the tools, systems, competencies and leadership skills needed to harness the best talent and the brightest ideas, wherever they may be found, to meet the evolving needs of Canadians.

The guiding principles will advance the achievement of five aspirational goals resulting in important services changes for Canadians:

Goal 1: Clients can complete services using digital self-service

Self-service will be the preferred option and clients will be able to complete transactions online for ESDC programs and services through multiple devices. Clients will receive real-time application statuses and obtain timely and reliable information so that they can make informed choices.

Goal 2: Clients can access bundled and connected services seamlessly across channels

Clients will access bundled, related services across departments and jurisdictions to meet their needs. Services will be user-friendly, with faster support through connected interactions across delivery channels.

Goal 3: Clients receive high-quality, timely and accurate services

Upfront quality and integrity measures will ensure clients receive accurate and timely services and benefits. ESDC will provide access to service standards and real time service delivery information. Clients will be able to verify their identity once, enabling access to multiple services and benefits, and information will continue to be protected as it is leveraged across the enterprise.

Goal 4: Clients' needs are anticipated

A predictive and proactive approach will allow clients to obtain services and supports they need without having to ask for them. Clients will be engaged in the design of services that respond to their changing needs.

Goal 5: ESDC is organized to efficiently and cost-effectively deliver on the Strategy

ESDC will ensure employees have a safe, inclusive and innovative work environment where they feel valued and motivated. Through a responsive structural model, employees will have clearly defined roles and competencies. A strong performance management program will support a high-performing organization.

Implementing the ESDC Service Strategy

The Service Strategy will be implemented over several years and will be a flexible and evergreen process that evolves over time as technology and the world around us change.

The ESDC Service Strategy 2016–17 Integrated Work Plan provides an overview of the work to be undertaken across the Department this year and highlights how key initiatives contribute to fulfilling the goals of the Strategy. Additionally, a forthcoming 2017–20 Multi-Year Action Plan will provide additional details on how ESDC will achieve the goals of the Service Strategy over the coming years.

Engaging on the ESDC Service Strategy

Ongoing engagement will be key to the successful implementation of the Service Strategy and determining new opportunities for modernization and service transformation. Staff will be active in developing the way forward by providing ideas and insights, and by working closely with clients to test new and improved services.

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