Christine_Desloges_Presentation

Passport Canada A Case Study in Business Transformation Presentation to IPAC Chief Executive Officer – Passport Canada

August 30, 2011 Victoria, B.C. Version 1.0 PPAD August 29, 2011

Outline for today’s presentation Purpose of the presentation today...

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To highlight examples of business transformation and innovation initiatives at Passport Canada

Topics ...

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Our mission and service delivery model

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Examples of business transformation initiatives

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Our approach to managing innovation investments

Our mission is to issue secure Canadian travel documents through authentication of identity and entitlement, facilitating travel and contributing to international and domestic security.

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Passport Canada Service Delivery Network

34 PPTC offices in Canada 114 full-service missions abroad 200 receiving agents (144 Service Canada / 56 Canada Post)

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Examples of Innovation at Passport Canada

1. Western Hemisphere Travel Initiative (WHTI)

2. Forecast Demand & Delivery Program 3. Activity Based Management (ABM)

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Passport Canada – Western Hemisphere Travel Initiative (WHTI) Examples of Innovation - 1

The Gathering Storm

 2005-2006 Passport Canada issued 3.1M passports  2006-2007 Forecast was for a 6.6% increase: 2.2% – natural growth 4.4% – WHTI phase 1 • January 2007 alone, saw a 47% increase from previous month • Real growth in demand was of 22%  2007-2008 Growth in demand of 32%

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Passport Canada - WHTI Examples of Innovation - 1 “In 2007, Passport Canada found itself unprepared for the overwhelming number of passport applications from Canadians wanting to fly to the United States. We are pleased at the extensive action it has taken ..” “Passport Canada has put a lot of effort into correcting the problems it had with a sudden increase in demand for passports”.

Sheila Fraser – Auditor General of Canada

Western Hemisphere Travel Initiative (WHTI) was a major driver for Passport Canada business transformation.

We examined what we needed to change, designed and transformed: - Sought central agency and political support and built capacity - Increased Service Access - Improved Process Control - Engaged organizational resources at all levels (blitzes) - Modified policies, business processes, procedures (Simplified Renewals, Guarantor policy, etc.)

- Improved analytics for better forecasting and planning - Engaged the client as part of the solution

In 2009 IPAC awarded Passport Canada the gold medal for Public Sector Leadership 6

Passport Canada - Forecast Demand and Delivery Program Examples of Innovation - 2

WHTI 1 January 2007

WHTI 2 June 2009

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Prior to WHTI, analytic capability for forecasting was limted.

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An innovative application demand forecasting tool now enables Passport Canada to better plan and allocate resources, based on sophisticated forecasting demand and supply system. Forecasted and actual demand are monitored weekly.

In 2010 the Government Technology Exhibition and Conference (GTEC) awarded Passport Canada a Distinction Award for its Forecast Demand and Delivery Program.

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Passport Canada - Activity Based Management Examples of Innovation – 3 •

Passport Canada’s Activity Based Management (ABM) system provides information to facilitate strategic and management decisions about :  Profitability and cost of business activities, access service channels and products/services;  Capacity and resource requirements; and  Pricing strategies.

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ABM enables Passport Canada to manage its process costs by understanding business activities and their cost drivers.

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ABM supports the Agency’s quest for continuous improvement by gaining insights about the current and projected financial and capacity impacts of policy decisions, security and process enhancements as well as business transformation initiatives.

Passport Canada - Activity Based Management Examples of Innovation - 3 • Intense pressure to do more with less  Heighten security  Lower costs • The solution for governments under pressure cannot be to simply uncover new sources of revenue or increase taxes.

• Meeting this challenge often requires:  Accessing accurate and easy-to-understand financial data  Determining the true and actual costs of products and services  Identifying and implementing process improvements  Evaluating outsourcing or privatization options  Aligning activities to the organization’s vision, mission, and its strategic plan.

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Passport Canada Other Examples of Innovation

• Other Passport Canada examples of innovative initiatives:  Facial Recognition (operational)  Case Management System (operational)  ePassport (in development)

 Program Re-design (study in progress)

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Passport Canada - Managing Innovation and Investments •

Passport Canada has implemented a Corporate Portfolio Management approach for managing innovation and investments: • •

Seven Stage Gates over life cycle of selected innovation initiatives / investments Harvesting benefits and expected outcomes

Corporate Portfolio of Initiatives / Investments

Project Execution

Outcomes and Benefits Management 11

Harvest Benefits

Passport Canada - Managing Innovation Investments Executive Dashboards

Portfolio Executive Dashboard

Project Executive Dashboard

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Questions and Answers

• Thank you !

• Questions and Answers ….

Christine Desloges Chief Executive Officer Passport Canada

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