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Commentary

by David Zusman


A recent visit to England and Scotland reminded me of the many innovations in public sector management taking place around the world. There has been a steady stream of reports on the government’s performance on a number of key policy areas based on performance measures and other metrics used to hold agencies or departments to account.

In Scotland, much of the discussion (aside from speculation on an independence vote) has been directed to the government̵...

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ON THE COVER

Andromache Karakatsanis is Secretary of the Cabinet, Clerk of the Executive Council, and Head of the Public Service of Ontario.

Photography: Rick Chard

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LEADERSHIP AND SERVICE THROUGH FUNCTIONAL COMMUNITY NETWORKS
Frances Horibe and John Dingwall
In today's knowledge age, value is created by managing, sharing, and applying knowledge for the benefit of organizations and their clients and stakeholders. Functional communities centre around domains of professional knowledge and skills in areas such as Human Resources, Comptrollership, and Information Management and Information Technology. In such areas, networks are playing an increasingly important role in developing and renewing the functional communities and in enabling them to maximize their contributions to departments, agencies, and the government more generally.
E-GOVERNMENT IN BRITISH COLUMBIA
Stuart Culbertson
The phenomenal growth of the Internet has changed the way business is transacted around the world. The Internet presents governments with a unique opportunity to dramatically change their relationships with citizens and businesses by providing convenient, universal access to government information and services.
LEADING-EDGE GOVERNMENT: SERVICE NEW BRUNSWICK
Bob Gamble
For close to a decade, Service New Brunswick (SNB) has been on the leading edge of government service delivery, pioneering a single window approach while moving into multi-channel service delivery, with an integrated combination of over-the-counter, TeleServices, and Internet services.
CRTC INTERCONNECTION: TELECOM REGULATION 2.0
David Colville
In the last decade, telecommunications companies around the world have undergone profound change. As transformations go, it is hard to imagine anything more thorough. The entire telephone industry used to be a club of big, rich corporate monopolies. Now, with increased competition, it has become one of the world's most competitive and fast-changing markets.
CITIZENS FIRST 2000 HIGHLIGHTS
George Spears and Kasia Seydegart
Citizens First 2000 is a research enterprise sponsored by a partnership that includes the Government of Canada, the ten provincial governments, territorial and municipal governments, and the Institute of Public Administration of Canada.
COVER STORY: INTERVIEW ANDROMACHE KARAKATSANIS
John Dingwall
In recent years, Ontario has been recognized as a world-class innovator in service quality and alternative service delivery  and the Ontario Public Service (OPS) has won a number of major awards. The OPS is now moving ahead with initiatives in areas such as electronic service delivery, e-government, policy renewal, recruitment and retention, and building a learning organization. None of these initiatives can succeed without strong direction and support from the top. Andromache Karakatsanis, Secretary of the Cabinet and Clerk of the Executive Council of Ontario, spoke with Canadian Government Executive about what the OPS is doing to move forward in these areas.
NATIONAL IT INFRASTRUCTURE FOR GOVERNMENT ON-LINE
Nancy Desormeau
On January 2, 2001, the staff responsible for the operations of the federal government's primary web site (www.gc.ca) at Public Works and Government Services Canada (PWGSC) brought down the site for an hour. When the 'new-look' portal was turned on a little later, Canadians responded positively within minutes to its look, to the way its vast store of information was presented and to a more intuitive way of finding what they wanted.
THE GOVERNMENT OF CANADA'S SERVICE IMPROVEMENT STRATEGY
Ralph Heintzman
Since 1998, Canada has been developing an integrated citizen-centred service strategy, based on detailed surveys of citizens' needs and expectations. Listening carefully to Canadians, then focusing actions on their service needs and improvement priorities are the foundation of Canada's new citizen-centred service strategy, one of the top priorities in the government's change agenda.>>Full Story