Shared Services Departmental Plan

Shared Services Canada

New Minister of Digital Government

The creation of Canada’s first stand-alone Minister of Digital Government reflects the importance the Government of Canada (GC) places on becoming a digital-first organization that will benefit all Canadians. Through the Minister’s mandate letter, the Minister has been assigned the lead role for the digital strategy and programming at the Treasury Board of Canada Secretariat as well as SSC. This includes the renewal of SSC ensuring it is properly resourced and aligned to deliver common IT infrastructure that is reliable and secure.

SSC 3.0 An Enterprise Approach

To achieve its digital government vision, the GC has set digital standards and released the Digital Operations Strategic Plan: 2018-2022. Together these initiatives put users and their needs at the forefront to leverage the latest digital technologies to deliver high-value services to Canadians.To support the digital vision, SSC has launched its next phase of evolution, SSC 3.0. This is about leading an integrated government approach or what we refer to as an enterprise approach to managing IT. This approach helps the GC deliver on its key digital programs such as the Cloud First Adoption Strategy, and the Directive on Automated Decision-Making for the responsible use of artificial intelligence.

The four priorities identified under SSC 3.0 will allow SSC to take a leadership role in delivering government-wide digital transformation. Sharing essential IT services across government will ensure a truly digital government that puts users first, understands their needs, embeds data protection in everything it does, and simultaneously provides the best possible digital services, programs and policies.

SSC 3.0 Priorities Network and Security:

SSC must solidify the IT foundation by increasing network reliability and strengthening security. The number one priority is to build a reliable network utility that is always on, available anywhere, reliable, fast and scales up based on changing needs. With SSC 3.0, the GC has the opportunity to transition away from single departmental networks to modern enterprise networks. Modern networks will use the latest security measures that better protect personal information, connect seamlessly to Cloud and Enterprise Data Centres (EDCs), and grow quickly to give users the connectivity they need to do their work.

Collaboration Tools:

Western Canada and Territories

  • Deploy new technologies such as satellite receivers, mobile internet hubs, and portable scanners to address access barriers in remote and isolated areas

Atlantic Region

  • Put in place a new telephone system to make it easier for clients to access information for National Identity Services, the Employment Insurance Premium Reduction Program, the Supplemental Unemployment Benefit Program and Government Annuities
  • Continue to put in place the digital assistance service in Service Canada Centres to help clients access service quicker

Ontario Region

  • Increase service capacity and reduce wait times through the Community-Based Virtual Service initiative that connects clients to Service Canada officers by video chat

Core responsibilities: planned results and resources

Collaboration tools refer to the tools we use to do our work such as mobile devices, tablets, or communication tools like teleconferencing. SSC must modernize collaboration tools to enable, engage and empower federal public servants to deliver on their departmental mandates and provide high-value services to Canadians. SSC 3.0 will support a government-wide Enterprise Digital Workplace Platform.

Application Health:

When we think about application health we are referring to how things are working and operating. Are there elements which need to be modernized? For application health the GC must adopt Cloud and EDC services to improve reliability and reduce risk. Under SSC 3.0, SSC will work with customers to identify applications most at risk with the biggest potential impact on services to Canadians.

Enabling the Enterprise:

SSC’s fourth priority enables the building blocks that are critical for a successful transition to an enterprise approach. The key elements include a streamlined suite of client-centric integrated services; a clear and limited set of standards driven by user communities and business needs; and a simple, transparent, predictable and sustainable funding model.

Key Risks

SSC 3.0’s priorities will assist with managing the risks and/or opportunities associated with maintaining and improving the delivery of secure IT-infrastructure services and renewing the Government’s aging IT infrastructure. SSC?s numerous initiatives will also help in mitigating key risks that may impact the delivery of services to Canadians.

Operational Risks

Aging IT Infrastructure: There is a risk that IT systems and assets beyond their normal useful life will fail to meet the timely delivery of critical information and services to Canadians.Cyber and Security: There is a risk that SSC will be unable to effectively respond to cyber and IT security threats, resulting in government-held information and the privacy of Canadians being compromised. Technological Advancements: There is a risk that the GC lacks the agility, awareness and knowledge to keep pace and leverage rapid technological advancements to modernize existing and emerging IT infrastructure and service requirements.

Enterprise Risks

Organizational Readiness: There is a risk that SSC and customer organizations lack the integrated capacity and the organizational culture to achieve interdependent end-to-end IT solutions to implement the SSC 3.0 priorities.

Internal Management Risks

Financial Management: There is a risk that SSC may have limited access to sufficient ongoing funding and limited capacity to apply the funds necessary to support and evolve enterprise IT infrastructure requirements.

Email and Workplace Technology ($105,658,739)

  • SSC procures, manages and protects email services for its customer organizations. SSC also acquires and provides hardware and software for workplace devices.

Data Centres ($589,344,295)

  • SSC provides modern, secure and reliable data centre services to customer organizations for the remote storing, processing and distribution of data, including cloud storage and computing services.

Telecommunications ($604,105,778)

  • SSC delivers data, voice and video communication services within and across the Government of Canada. SSC also provides the Government of Canada?s contact centre IT infrastructure, cellular and toll?free services.

Cyber and IT Security ($150,947,078)

  • SSC works with other Government of Canada departments to provide secure IT infrastructure services to ensure the confidentiality, integrity and availability of electronic information stored, processed and transmitted by the Government of Canada.

Customer Relationships and Service Management ($373,741,032)

  • SSC provides customer relationships and service management functions to ensure customers are supported and engaged and their IT services are well managed throughout their life cycle.

 Internal services will be integral to the success of SSC 3.0. Many of the initiatives associated with Internal Services will contribute significantly to the underlying foundational objective of having employees that are engaged, enabled, empowered and accountable.

Departmental spending 2017?18 to 2022?23

Graph presents planned (voted and statutory) spending over time.

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