Could moving a public service online be right for your ministry? Offering your service online can improve customer service, reduce costs, and streamline your job processes. For example, how quick and easy is it for a citizen to apply for a fishing license online versus a time-consuming, in-person application process?
The Digital Strategy and Operations (DSO) branch of Information Technology Division (ITD) can help you revitalize your service into a user-friendly, streamlined online format.
Click the headings below to learn more.
External clients need services that are simple and fast, and can be accessed anytime and anywhere. They want simplified processes that demonstrate government is an enabler, not a barrier, to what they are trying to achieve, and that government values their time and money.
Government needs services that are high quality, cost effective and delivered in a timely way. The services also need to be delivered with consideration given to timing, budget, available resources, operational limitations, privacy, security, etc.
The Developing Public-Facing Online Services Policy outlines the standards for and process of developing an online public service.
The first step to putting your service online is to contact your ITD Account Executive. Your ITD Account Executive is knowledgeable in this area and will be able to answer any initial questions you may have.
After consulting your ITD Account Executive, you will need to fill out the Public-Facing Online Service Project Brief Form. Sending this completed form to your ITD Account Executive will initiate the project request process.
Digital Strategy and Operations resources are provided at no charge. However, if other ITD resources and/or a vendor are required for the service development, this cost will be billed to the client ministry. The project intake process will determine what resources are required.
The information below outlines deliverables, and estimated average time for each phase. The average times are estimates based on past projects and can vary significantly depending on the scope of your project – at a minimum, clients should plan for 12 weeks. The ITD will work with you to develop a phased project estimate and plan. A high-level overview of each project phase is provided below. You can also reference the Developing Public-Facing Online Services Policy for more details.
Typically, the Discovery Phase takes anywhere from five to seven weeks and includes the following steps:
- Talk to customers to assess user and business requirements
- Clarify what services are being offered, your goals and desired outcomes, and how you will measure success
- Understand the existing technology terrain to help chose the best path
- Formalize your project through IT governance framework
Typically, the Planning Phase takes anywhere from one day to one week and includes the following steps:
- Develop your solution design document with a citizen focus and starting with common tools and existing architectural approaches (planning phase)
- Clarify your project team and governance (planning phase)
Throughout Execution Phase
The Throughout Execution Phase time varies depending on the scope of the project and includes the following steps:
- Ensure your solution is secured and that privacy is protected. The Privacy Requirement Instructions for the Saskatchewan Account document outlines the necessary steps for privacy.
- Develop simple, user friendly content
- Define how you will achieve and measure your return on investment
- Develop a plan and a budget for continuous improvement of your service
- Develop a plan and process for customer support requirements
Typically, the Design Phase takes anywhere from two to three weeks and includes the following steps:
- Design detailed user flows and service wireframe
- Test your screen flows with citizens and/or businesses
Typically, the Build Phase takes anywhere from two to three weeks and includes the following steps:
- Re-test the flows from 'Design' with users once they've been coded and integration function as expected
- Conduct a final review of services to ensure they meet the user needs
digital standards, online public facing services, developing public-facing online services policy, ITO, ITD
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