Employment Programs Become More Efficient for Service Canada

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Capgemini completes three studies in three years to improve delivery of government-funded employment programs.

“Service Canada has been undergoing a significant culture shift over the years
stemming from an oscillating focus on controls.”

The Situation

Service Canada’s focus on controls had superseded its focus on program objectives.
An over-emphasis on financial monitoring and risk elimination had a detrimental
effect on the intended purpose of the employment programs. Significant time and
money was devoted to administrative tasks by the Department and its stakeholders.

Service Canada stakeholders felt insufficiently engaged as the Department implemented
changes. This seemed to be in breach of the Accord signed between the Government
of Canada and the Voluntary Sector, one of its main service delivery providers.

The Solution

Capgemini helped the Department by conducting three studies over three years
to address issues of accountability, administration and communication. Each study
had an impact on management effectiveness and delivery efficiency of the overall
Grants & Contributions (Gs & Cs) program.

The Result

In 2004, Capgemini conducted a Program Management Review (PMR) of Gs & Cs
and recommended a delivery model to achieve a better balance of risk and control.
This would result in a reduction of administrative costs and more satisfied clients
and staff.

In the subsequent Summer Career Placement (SCP) program review in 2005, Capgemini
recommended a more streamlined delivery model that would lead to potential savings
of CDN $2.3 million annually. More appropriate levels of administration and monitoring
lead to an enhanced summer work experience for students, a timely start-up of
summer jobs and improved employability.

The Program Delivery Review (PDR) conducted in 2006 helped the Department to
maintain momentum towards improving delivery efficiency and placing a greater
focus on results. Further benefits to be realized once recommendations are implemented:

  • Reducing administrative burden will increase productivity and decrease cost
  • Increasing focus on results will allow Service Canada to shift to results-oriented
    programming for realization of program goals
  • Using engagement strategy guidelines will improve communication of future changes.

Incorporating recommendations from stakeholders and Capgemini reports has allowed
the Department to move towards culture stabilization. By more efficiently delivering
Gs & Cs for employment programs, Service Canada is better placed to achieve
its objective of providing Canadians with the skills they need for the modern


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