E-Government in Canada: Transformation for the Digital Age

Contents

Contents Introduction ix Part One: Four Main Dimensions of Change Chapter 1:Service 5 Chapter 2: Security 29 Chapter 3: Transparency 49 Chapter 4: Trust 77 Part Two: The Canadian Experience Chapter 5: Government of Canada 111 Chapter 6: The Provinces 139 Chapter 7: Local and Intergovernmental Perspectives 167 Part Three: LookingAhead Chapter 8:Organization and Accountability 201 Chapter 9: Participation and Engagement 229 Chapter 10:Beyond Canada's Borders 255 Conclusion 283 Notes 295 References 331 Index 351 This page intentionally left blank Acknowledgements his book examines the emergence ofe-government in Canada over the past decade. My own learning path during this time frame extends across doctoral studies at Carleton University, teaching and research duties at the University of Ottawa, and a recent sabbatical at the University of Victoria. I have benefited from a rich assortment of affiliations and friendshipsacross this country's finest academic venues devoted to public sector management and governance. Indeed, much ofthis book was written on a beautiful Pacific island. My sabbatical at the University of Victoria was made possible by the Director of the School of PublicAdministration, EvertLindquist (aswell as Jim McDavidwho served as acting director in 2004). Iam grateful for their support and that ofthe school's highly competent administrative and academic staff. The research assistance of In-In Pujiyono was particularly helpful. Discussions with faculty enriched my time in Victoria, and the opportunity to collaborate with John Langford on research that parallelled this book proved both intellectuallybeneficial and thoroughly enjoyable. IPAC's Patrice Dutil would join us in a shared effort that has since provided a platform for a stimulating and still-unfolding research agenda. Much of my interest and activities in the realm of e-government began within the confines ofthe Centre on Governance at the University of Ottawa. Drawing on the best of the School of Management, the Faculty of Social Sciences, and elsewhere, the centre served as a dynamic and entrepreneurial setting for both scholarly exchange and outreach activity. With regard to specific e-government projects, the efforts ofBarbaraAnn Allen and Chris Wilsonwould proveparticularly instrumental, as would the intellect and friendship of Luc Juillet. Funding provided by the Social Sciences and Humanities Research Council proved essential to our efforts. I must also acknowledge and thank all of those officials and managers from government, industry, and elsewhere who took the time T Vlll E-GOVERNMENT IN CANADA to partake in interviews. With few exceptions,names are withheld in the book due to the promise ofconfidentiality: it is clear that what progress has been made in furthering the e-government agenda in Canada is owed to the creativity and determination of a great many individuals striving to realize positive change. Many others provided strategic counsel and collaborative support, including Fawn Annan, Stuart Culbertson, John Eger,PatriciaFletcher,Mila Gasco,Don Lenihan, Don Norris, Greg Lane, BobParkins, Dan Remenyi,and Teddy. The editing expertise of Dallas Harrison and the production oversight of Marie Clausen have also been invaluable. Feedbackprovided by anonymous reviewers has proven extremelyuseful, although any errors in the final product remain the responsibility of the author alone. Finally, I must acknowledge and thank two special individuals. Amanda Coe's efforts within the Government of Canada to help forge a more encompassing e-government agenda than online service, aswell as her subsequent research at Harvard University's National Center for Digital Government, have been enlightening in terms ofboth academic debate and government policy.GillesPaquet's intellectualleadership in forging criticalreflections and new insights on matters ofgovernance is unmatched: the same is true of his teaching and mentoring capacities. Professionally and personally, the presence of Amanda and Gilles in my life has been and remains a blessing. ...