Stage en direct - Stages de développement
Normes numériques
1. Concevoir avec les utilisateurs
1.2 Effectuer des tests continus avec les utilisateurs pour éclairer la conception et la mise en œuvre
Liste de contrôle
- Utiliser des données qualitatives et quantitatives pour vous aider à mieux comprendre les besoins des utilisateurs et identifier les points à améliorer
- Tester régulièrement avec les utilisateurs lors de la construction du service et après le lancement du service pour vérifier qu'il répond aux besoins de l'utilisateur et pour identifier les parties du service que les utilisateurs peuvent trouver difficiles
- Continuously measure client experience and create a customer-prioritized improvement plan. (2. Product management, not just project management. (Assess - Digital Design Playbook (ISED)))
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Test with clients and others (1. Test the service before launching the service. (Assess - Digital Design Playbook (ISED)))
- You need to ensure that the service works from technical perspective and from the perspective of the user and the service provider (including the help desk agent who assists clients when they face challenges using the service). By testing with a diverse group and different type of users, you can capture a more comprehensive understanding of how your service is working.
- Make sure the participants are representative of your clients.
- Utilize user experience testing services offered by the Chief Information Office and the Communications team
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Plan and deliver client testing cycles (1. Test the service before launching the service. (Assess - Digital Design Playbook (ISED)))
- Pilot your test: Make sure it all works
- Implement the test.
- Test often (e.g., six month or yearly intervals), apply the findings and keep on testing.
- Regularly assess the service, indentifying and fixing problem areas that are degrading the user experience
- Regularly measure how well the service is meeting user needs at each step of the service and for the end-to-end experience
- Fournir un mécanisme aux utilisateurs permettant de recevoir une rétroaction et de régler en temps opportun les problèmes de services (comme l'exige la Politique sur les services)
Guides d’application
2. Effectuer régulièrement des itérations et des améliorations
2.1 Élaborer des services au moyen de méthodes souples et itératives, axées sur l’utilisateur
Liste de contrôle
- travaillez de façon agile, à l’aide d’outils et de techniques agiles, et continuez de la sorte une fois que le service est opérationnele (Normes des services numériques (Ontario / UK / AU))
- assurez-vous que l’équipe examine et met à jour de façon incrémentielle les façons de résoudre les problèmes (Normes des services numériques (Ontario / UK / AU))
- montrez que votre service est géré de façon agile, en s’appuyant sur des objectifs clairs et mesurables (Normes des services numériques (Ontario / UK / AU))
- examinez les options de conception pour votre prototype et expliquez pourquoi certaines sont écartées (Normes des services numériques (Ontario / UK))
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Start with a prototype (3. Apply agile principles and be iterative. (Do - Digital Design Playbook (ISED)))
- Create a minimum viable product, that is, a version of the service with just enough features to gather insights, test assumptions and inform future improvements. Use the prototype to capture client feedback and then make improvements until you have a version that really meets client needs.
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When iterating, focus on workable solutions over comprehensive documentation. (3. Apply agile principles and be iterative. (Do - Digital Design Playbook (ISED)))
- Having a workable solution that can be tested and validated will give you useful information for improving your service. Whenever possible, focus on results rather than unnecessary documentation and reporting (while staying within policy and regulatory limits).
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When you can, use agile tools and techniques. (3. Apply agile principles and be iterative. (Do - Digital Design Playbook (ISED)))
- Techniques can include: daily stand ups, issue trackers, code reviews, rapid prototyping, design sprints, usability testing, user stories, retrospective meetings.
- make sure you have the ability to deploy software frequently with minimal disruption to users (Digital Service Standard (UK))
- make sure deployments have zero downtime in a way that doesn't stop users using the service (Digital Service Standard (UK))
- make sure you have enough staff to keep improving the service (Digital Service Standard (UK))
2.2 Effectuer constamment des améliorations en réponse aux besoins des utilisateurs
Liste de contrôle
- analyze user research and use it to improve your service (Digital Service Standard (UK))
2.3 Essayer de nouvelles approches, commencer petit et passer à l'échelon supérieur
Liste de contrôle
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Start with a prototype (3. Apply agile principles and be iterative. (Do - Digital Design Playbook (ISED)))
- Create a minimum viable product, that is, a version of the service with just enough features to gather insights, test assumptions and inform future improvements. Use the prototype to capture client feedback and then make improvements until you have a version that really meets client needs.
3. Travailler ouvertement par défaut
3.1 Diffuser ouvertement des données probantes, des travaux de recherche et des éléments de la prise de décisions
Liste de contrôle
- document where you're getting the data for your metrics (Digital Service Standard (UK))
- set up your analytics package to collect user journey data (Digital Service Standard (UK))
- Publish metrics externally (Digital Services Playbook (US))
- make sure all stakeholders are actively involved in promoting or supporting digital delivery of the new service (Digital Service Standard (UK))
5. Gérer les risques en matière de sécurité et de protection des renseignements personnels
Lignes directrices
- 5.1 Adopter une approche équilibrée de la gestion des risques en appliquant les mesures appropriées en matière de protection des renseignements personnels et de sécurité
- 5.2 Veiller à ce que les mesures de sécurité ne causent pas de friction, afin qu’elles ne deviennent pas un fardeau pour les utilisateurs
5.1 Adopter une approche équilibrée de la gestion des risques en appliquant les mesures appropriées en matière de protection des renseignements personnels et de sécurité
Liste de contrôle
- Plan recurring interactions with the business and information risk teams to ensure ongoing alignment.
- Where collecting personal information, inform users about privacy rights and protections, and about their right to access and correct their own personal information.
- Use appropriate de-identification strategies to minimize the risk of disclosing personal information.
- Establish a data access audit process to provide assurance to users that their data has not been accessed in an unauthorized manner.
- Incorporate privacy safeguards into partnership and data sharing agreements.
- Ensure that privacy breach protocol is implemented and understood. Federal institutions are required to notify the Office of the Privacy Commissioner of Canada (OPC) and the Treasury Board of Canada Secretariat (TBS) of all material privacy breaches and of the mitigation measures being implemented, if the breach involves sensitive personal information and could reasonably be expected to cause serious injury to the individual.
- Establish terms of services to ensure users understand how their data will be used and how it will be accessed
- Ensure your service has properly documented event management processes, in the event of a data breach or compromise of the integrity of your systems.
- Provide users adequate information (Terms and Conditions / Privacy Agreement) to ensure they fully understand the authority they are providing to 3rd party services.
- Ensure all APIs are developed in alignment with secure connection guidance; APIs should be accessed over HTTPS.
- Establish agreements with 3rd parties who may benefit from receiving data from your service in accordance with guidance such as the TBS Guidance on Preparing Information Sharing Agreements Involving Personal Information, to ensure they will treat your data with appropriate care.
Guides d’application
- Avis de mise en œuvre de la Politique sur la technologie de l’information (AMPTI)
- Avis de mise en oeuvres de la politique sur la sécurité (interne au gouvernement du Canada)
- Instruments de politique de sécurité et de gestion des identités
- Centre de ressources en matière de sécurité
- Directives du Commissariat à l'intention des institutions fédérales (Commissariat à la protection de la vie privée du Canada (CPVP))
- Document d'orientation pour aider à préparer des Ententes d'échange de renseignements personnels
- Document d'orientation : Prise en compte de la protection des renseignements personnels avant de conclure un marché
- Lignes directrices pour l’obtention d’un consentement valable (Commissariat à la protection de la vie privée du Canada (CPVP))
- Document d’orientation sur les pratiques inacceptables du traitement des données : Interprétation et application du paragraphe 5(3) (Commissariat à la protection de la vie privée du Canada (CPVP))
- Orientation relative à la résidence des données électroniques
Solutions réutilisables
5.2 Veiller à ce que les mesures de sécurité ne causent pas de friction, afin qu’elles ne deviennent pas un fardeau pour les utilisateurs
Liste de contrôle
- Implement an Identity and Access Management (IAM) solution that aligns with trusted digital identity frameworks, such as the Pan-Canadian Trust Framework, for security commensurate to service sensitivity, ID portability across platforms, and authentication and authorization agility.
- Where possible, provide users easily-accessible means of authentication (e.g.: biometrics) to your service - take advantage of improvements in consumer technologies.
- Use deployment scripts to ensure configuration of production environment remains consistent and controllable.
- Test and certify components in each layer of the technology stack for security vulnerabilities, and then to re-use these same pre-certified components for multiple services.
- Ensure all APIs are developed in alignment with secure connections requirements from TBS and CSE; all APIs should be accessed over HTTPS only.
- Ensure all APIs have appropriate authentication and that only authorized users/services are able to access the information; “open data” APIs are explicitly configured to allow access by all by default
- Ensure your digital service offers a quick and easy reporting mechanism, that enables the process of security vulnerability disclosures; alerts should be treated with care and consideration equal to internal evaluations.
- Develop robust IT Continuity plans, including infrastructure and data backups, to ensure that your digital service is able to return to operational status with minimal disruption.
- Document the plan and process for technical updates and support for services/system software
- Leverage existing services and frameworks such as the Pan-Canadian Trust Framework to foster multi-jurisdictional service delivery.
Guides d’application
Solutions réutilisables
7. Permettre au personnel d’offrir de meilleurs services
7.1 Veiller à ce que les employés aient accès aux outils, à la formation et aux technologies dont ils ont besoin
Liste de contrôle
- Document tech stacks and development toolchain changes made during beta and why.
- Document how you are continuing to get the value for money, how you will check the health of the service, support arrangements that have been set up, and the specifics and reasons behind outsourced decisions.