e-Services: Introducing a New Way to Connect with CCI

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CCI Newsletter, No. 33, May 2004

e-Services: Introducing a New Way to Connect with CCI

by Bruce Gordon, Web Designer/Programmer, Information Services and Marketing

Since the mid-1990s and in support of the federal government initiative, Government On-Line (GOL),1 CCI has embraced the Internet as a prime means of communicating and interacting with its clients. In the past year alone, CCI's Web site traffic has increased substantially. Clients can order publications online, register for events, communicate with CCI, and search a large technical document repository. Clients can also request services from CCI by downloading forms in PDF format, filling them out by hand and returning them to CCI.

The next logical step in CCI's Web site evolution is to allow clients to fill out these service request forms directly online. CCI's e-Services initiative will offer its clients the opportunity to do this. As well, clients will be able to view the status and history of their request, and manage their contact information. e-Services will also act as an interface to CCI's internal business system. This system is a database application that can be accessed only by CCI staff. The application will allow CCI staff to initiate action on a request and, in turn, the application will update e-Services so that clients can view the status of their requests.

The first version of e-Services, to be launched in the near future, will allow users to perform the following tasks:

  • create and maintain e-Services accounts
  • manage requests
  • request treatments
  • request tours of CCI facilities
  • apply for internships
e-Services

Prototype of an e-Services home page. Note that this page will list all client requests made to CCI, divided by request type. Clients can view, edit, cancel or create requests from this page.

Create and Maintain e-Services Accounts

Before clients can use e-Services, they must create an e-Services account. Once this is done, clients can login to e-Services and, if necessary, edit their personal information. e-Services clients can represent multiple organizations and make service requests on behalf of them. Existing bookstore customers will be able to access e-Services using the account they have already set up to purchase a publication. Similarly, bookstore purchases can be made through newly created e-Services accounts.

Manage Requests

When clients successfully login to e-Services, they will be redirected to their personal e-Services home page. This home page acts as an entry page where clients can manage their e-Services requests. Any modifications to existing requests or creation of new ones can be made from this page.

Request Treatments

e-Services clients representing Canadian organizations will be able to make a treatment request through e-Services. The e-Services clients simply fill out and submit the treatment request form online. They will be able to monitor the treatment's progress by viewing its status from their e-Services home page. Clients will also be able to view project reports, generated by CCI's internal business system, which include associated project documentation such as treatment agreements, treatment proposals, reports, etc.

Request Tours

e-Services users will be able to request a tour of CCI's facilities online. Clients can enter all information required to book a tour and then send the form electronically to CCI staff for them to process. Their e-Services home page will be updated to indicate if CCI has approved the tour.

Apply for Internships

Traditionally, CCI has three internship application cycles a year. Each cycle has three stages: an application submission stage, an evaluation and selection stage, and a notification of results stage. Applicants can prepare their application online at their convenience and then store it in their e-Services account until they submit the application at the appropriate stage of the application cycle. Applicants can also view the status of their application from their e-Services home page.

Because some of these request forms are lengthy, e-Services users will always have the option to click a "Save as draft" button that appears at the bottom of each request form. Once the request is saved as a draft, users will be able to edit or complete it at any time by clicking the appropriate link from their e-Services home page. CCI will only review completed requests.

e-Services will help establish the foundation for facilitating communication with CCI clients through the Internet. As e-Services grows, it will offer more ways for clients to make additional CCI service requests and to personalize their own CCI Web experience.

  1. The Canadian government, in an attempt to make greater use of Internet technologies, launched GOL. GOL provides Canadians with enhanced access to citizen-centred, integrated services — anytime, anywhere and in the official language of their choice.