Electronic service delivery in a multi-channel public sector: an assessment of the government of Canada
Bibliographic record
Abstract
The purpose of this article is to provide a critical assessment of both the Canadian federal government's experience to date with online service delivery and the prospects for Service Canada, a new vehicle for government-wide service transformation. In doing so, our primary interest lies in better understanding the organisational dimensions to this transformation and the extent to which these dimensions are both addressed in and well aligned with the federal government apparatus. Upon review of the background to and creation of Service Canada, five major sets of factors are adopted in order to analyse the prospects for this government-wide service transformation initiative. They include the relevance and management of a multi-channel service apparatus; the governance architecture; the importance of management by networks; public-private partnering; and senior management and political support. The article concludes that significant effort is required in each of these areas in order for Service Canada to succeed.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.010 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.005 | 0.012 |
| Science and technology studies | 0.010 | 0.003 |
| Scholarly communication | 0.007 | 0.002 |
| Open science | 0.001 | 0.003 |
| Research integrity | 0.001 | 0.001 |
| Insufficient payload (model declined to judge) | 0.003 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".