Shared Services Canada (SSC) is a federal government department that was created in 2011 to modernize how the government manages its internal information technology (IT) infrastructure. The goal of SSC is to consolidate and standardize IT services across government departments and agencies to improve efficiency and reduce costs.
Background
Prior to the creation of SSC, the Government of Canada’s IT infrastructure was highly decentralized. Each government department and agency managed its own IT systems and networks independently. This resulted in a patchwork of disconnected systems and duplication of services and costs across the federal government.
In 2011, the federal government announced plans to centralize and consolidate its IT infrastructure under a new department called Shared Services Canada. SSC officially launched in August 2011 with a mandate to standardize email, data centers, networks and end-user computers across government.
Drivers for Centralization
There were several factors that drove the federal government’s decision to create a centralized IT shared services department:
- Eliminate duplication of IT infrastructure and systems across government departments
- Standardize technology, processes and policies to improve interoperability
- Realize economies of scale from leveraging the government’s full purchasing power
- Reduce IT costs through consolidation of data centers, networks and email systems
- Improve IT security by centralizing systems and standardizing controls
- Modernize aging IT infrastructure across government
By bringing IT services under one roof, SSC aimed to provide modern, secure and cost-effective IT infrastructure to support government digital operations and service delivery.
Mandate and Responsibilities
As outlined in the 2011 Shared Services Canada Act, SSC has a broad mandate to provide IT infrastructure services to federal institutions in a consolidated and standardized manner. SSC’s key responsibilities include:
- Providing email, data center, network and end-user computing services to government departments and agencies
- Purchasing IT infrastructure on behalf of the federal government
- Managing IT infrastructure assets and providing related support services
- Providing cybersecurity services to protect government systems and data
- Developing policies, standards and guidelines related to IT infrastructure and service delivery
- Reporting to Parliament on IT infrastructure plans, expenditures and performance
Essentially, SSC oversees the IT infrastructure that underpins federal government operations. This includes data centers that house critical systems and data, networks for secure communications, end-user devices like computers and mobile phones, email platforms, and cybersecurity systems.
Consolidation Initiatives
Since its inception, SSC has been working to optimize and consolidate the government’s IT infrastructure through several major initiatives:
Data Center Consolidation
SSC is consolidating over 100 government data centers down to just 7 secure, state-of-the-art enterprise data centers. Centralizing data centers is expected to reduce real estate footprint by 25% and achieve significant cost savings.
Email Consolidation
SSC has migrated over 264,000 government email accounts to a consolidated platform hosted at SSC data centers. Standardizing on a single email solution improves security and interoperability.
Network Consolidation
SSC is modernizing and consolidating government telecommunications through public-private partnerships. Upgrading network infrastructure aims to reduce costs by 30% and improve security.
Cybersecurity Consolidation
SSC has established the Canadian Centre for Cyber Security to streamline cybersecurity activities including threat monitoring, response and best practice guidance.
Through initiatives like these, SSC intends to save over $1 billion annually by standardizing and optimizing the government’s IT infrastructure footprint.
Shared IT Services
As a shared services provider, SSC delivers core IT infrastructure services to federal departments and agencies. This standardized model aims to improve service quality while reducing costs from duplication. Key services provided by SSC include:
Data Centers
SSC plans, manages and operates consolidated enterprise data centers on behalf of government. This provides secure and resilient facilities to host mission-critical systems and data.
Connectivity
SSC provides reliable and secure network services to connect public servants across Canada and abroad to information and tools needed for their work.
Cybersecurity
SSC delivers centralized cybersecurity monitoring, threat analysis, incident response and other protective services.
End User Support
SSC offers service desk support, device provisioning and other services to end users in government departments and agencies.
Cloud Services
SSC provides Infrastructure-as-a-Service, Platform-as-a-Service and Software-as-a-Service cloud solutions to government clients.
Enterprise Applications
SSC manages and supports common applications used across government including email, office productivity software, and finance/HR systems.
By leveraging SSC for these foundational IT services, departments can focus their resources on core program delivery and citizen-facing systems.
Clients and Stakeholders
SSC has a broad client base across the Government of Canada. As of 2022, SSC provides IT infrastructure services to over 219 federal organizations including:
- Government departments (Health Canada, Public Services and Procurement Canada, etc.)
- Agencies (Canada Revenue Agency, Parks Canada, Canadian Food Inspection Agency, etc.)
- Tribunals (Immigration and Refugee Board, Tax Court of Canada, etc.)
- Special operating agencies and Crown Corporations
- Federal courts
In serving this diverse mix of clients, SSC consults closely with key stakeholder groups including:
- Treasury Board of Canada Secretariat – oversees government operations, spending and administration
- Chief Information Officer Branch – sets direction on information management and technology
- Canadian Centre for Cyber Security – provides expert cybersecurity advice and guidance
- Chief Information Officers Council – represents CIOs from large departments/agencies
- Unions – represent SSC employees and contractors
- Technology companies – provide IT products and services to SSC
Engaging stakeholders across government helps SSC align its priorities and approach with broader federal policies and needs.
Governance
SSC utilizes the following governance structures to oversee its mandate and operations:
Departmental Governance
- Minister of Digital Government – member of Cabinet who is accountable for SSC and reports to Parliament
- President – head of SSC who ensures delivery of its mandate
- Board of Management – governors who provide strategic oversight and guidance
- Audit Committee – provides objective advice and recommendations regarding audit, financial reporting and risk management
Legislated Review
The Shared Services Canada Act requires a full review of SSC’s mandate and performance every 5 years. The first review was completed in 2018.
Service Standards
Service Level Agreements define the IT infrastructure services provided by SSC and associated performance standards.
Reporting to Parliament
SSC tables annual reports and service plans to Parliament to disclose objectives, results and expenditures.
Audits
SSC operations and controls are subject to regular internal and external audits. Findings and recommendations help strengthen governance and accountability.
This multi-layered governance framework aims to ensure SSC remains effective, responsible and transparent as it carries out its mandate.
Partnerships
SSC partners extensively with the private sector to deliver its IT infrastructure services. Key partnerships include:
- Outsourcing agreements – SSC holds multibillion dollar contracts with companies like IBM, CGI, Bell Canada, Microsoft and others to manage data centers, networks, end user support etc.
- Cloud services – SSC purchases infrastructure, platform and software services from cloud providers like Amazon Web Services, Microsoft Azure, Salesforce, and Oracle.
- Hardware procurement – SSC buys data center equipment, computers, mobile devices and other hardware from major suppliers like Cisco, Dell, Apple, BlackBerry and Lenovo.
- IT consulting services – SSC engages IT consulting firms like Gartner, ISM Canada, and Slalom to provide advisory services around cloud adoption, technology strategy, cybersecurity and other topics.
Leveraging private sector partnerships allows SSC to access skills, solutions and scale to implement large, complex IT transformation initiatives across government.
Workforce
SSC employs approximately 6,500 full-time staff. The majority are based in the National Capital Region, with staff also located across Canada to support regional infrastructure and service delivery.
SSC’s workforce possesses a diverse range of skills and experience spanning:
- IT infrastructure management – data centers, networks, cybersecurity, service desk etc.
- Program management
- Engineering – electrical, mechanical, software, systems
- Data analytics
- Acquisition management and vendor relations
- Finance, budgeting and administration
- Human resources
- Change management
- Stakeholder engagement
Having robust internal capabilities across these areas allows SSC to oversee complex, mission-critical IT infrastructure and service delivery programs.
Bilingual Staffing
As a federal institution, SSC adheres to bilingual (French and English) staffing requirements. This enables the department to directly serve the needs of Canada’s two official linguistic communities.
Budget
For fiscal year 2022-2023, SSC has over $2 billion in approved spending. The budget is allocated as follows:
Expense | Amount (millions) |
---|---|
IT infrastructure services | $1,468.9 |
Internal services | $295.5 |
Employee benefit plans | $90.4 |
Operating expenditures | $85.4 |
Capital expenditures | $107.6 |
Revenue | -$20.9 |
Total spending | $2,026.9 |
SSC spending focuses primarily on delivering and supporting reliable, secure and cost-effective IT infrastructure for government digital operations.
Future Directions
As SSC matures, key areas of future strategic focus include:
Cloud Adoption
Continue migration of government systems and data to cloud-based platforms to improve scalability, resilience and costs.
Legacy Modernization
Modernize aging IT systems and infrastructure using newer technologies like cloud, automation and analytics.
Customer Service
Enhance SSC’s client focus and service delivery capabilities as a trusted IT partner across government.
Greater Business Alignment
Strengthen engagement with departments to better understand and support their program delivery needs.
Cost Management
Further optimize IT spending through initiatives like data center and network consolidation.
Cybersecurity
Implement robust cyber defenses and threat monitoring to protect sensitive government systems and citizen data.
By embracing innovation while staying focused on core priorities, SSC aims to be a strategic enabler of digital government transformation in the years ahead.
Conclusion
In summary, Shared Services Canada plays a critical role in the operations of the Government of Canada. Its mandate is to consolidate and manage the IT infrastructure that underpins federal programs, services and operations in a secure, reliable and cost-effective manner. Key services include data centers, networks, end user support, cybersecurity and cloud solutions. SSC partners extensively with the private sector and engages stakeholders across government to deliver on its complex multi-year transformation agenda. With oversight from Parliament and robust governance, SSC aims to create a modern digital platform to support public service delivery now and into the future.