Shared Services Canada (SSC) Departmental Plan for 2019-2020

Apr. 18, 2019


Released on April 11, 2019, SSC’s 2019-2020 departmental plan sets out priorities for the year and how the department plans to deliver on key projects and initiatives around five areas of responsibility: Email and Workplace Technology, Data Centres, Telecommunications, Cyber and IT Security, and Customer Relationship and Service Management. This document summarizes the main aspects of each area.

Strategic Priorities

To deliver its planned results under the five areas of responsibility, SSC is focusing on three main strategic priorities:

  • Deliver customer service excellence: Hosted Contact Centre Services (HCCS), IT Service Management (ITSM), refreshing IT programs, and Client Executive directorates.
  • Modernize Government of Canada digital infrastructure: Departments must consider the cloud as their first option for hosting applications and IT services. Where this is not possible, they will use Government of Canada EDCs. The platforms for cloud management SSC is making available will assist in the management of public, private and hybrid cloud environments.
  • Strengthen cyber and IT security: initiatives to minimize the threat of cyber risks include: Network Device Authentication, Security Information and Event Management (SIEM), End-Point Visibility Awareness and Security, and Secure Remote Access Migration.


Planned Results

Email and Workplace Technology

TBS and SSC are working to procure a larger suite of digital communications tools for the government, including email services. SSC’s current email contract expires in June 2020 and SSC will establish an email platform to ensure the continuity of email services for 23 customers currently on the Your Email Service (YES) platform. To enable the digital communications suite of products, SSC will initiate a pilot program with a few partner organizations over the next year.

Refreshing IT is another key initiative for SSC this year. Funds from Budget 2018 will upgrade aging equipment. This includes the replacement of the end-of-support Windows Server 2008 and any other hardware and software maintenance to update security features and provide technical support.

Data Centers

SSC’s is continuing its work around Workload Migration (WLM) to move applications from existing aging data centres to cloud-hosted solutions or to a modern EDC. SSC has successfully established four EDCs.

Many departments are seeking a greater variety of cloud services that include options with higher levels of security. These considerations are part of the work underway to determine how to scale private cloud services, as demand may rise and fall over time. SSC will conduct a proof of concept designed to evaluate the scale and scope of government private cloud service requirements.


To deliver modern and reliable services that are available anytime, anywhere, and from any device, a Government of Canada network strategy will be developed to define and establish network architecture and services requirements.  Under HCCS, departmental call centres will move to a government-wide contact centre solution that has enhanced functionality and modern communication channels.

Cyber and IT Security

Secure Cloud Enablement and Defence is one of the main SSC initiatives for 2019-2020. It will create a network security zone to reduce exposure.

Furthermore, to advance the next phase of Canada’s Cyber Security Strategy, SSC will help establish products to minimize the impact of cyber risks:

  • End-point Visibility Awareness and Security: allow the government to identify vulnerabilities on any Internet-connected end-point devices on its networks.
  • Secure Remote Access Migration: renew and rationalize the existing secure remote access infrastructure, and process all secure remote access connections at the EDCs.
  • Network Device Authentication: create and manage digital identities for devices, applications, services or processes within SSC’s network.
  • Security Information and Event Management (SIEM): provides a single view of IT security incidents across Government of Canada systems. It will renew the existing SIEM infrastructure, and expand and customize the processing of security logs from the EDCs.

Other initiatives include the expansion of the Government of Canada’s Secret Infrastructure (GCSI), which will consolidate Secret infrastructures currently supported by SSC to allow for more secure and cost-effective operations, with the addition of improved availability and disaster recovery capabilities.

Customer Relationship and Service Management

SSC is looking at standardizing SSC ITSM processes and providing a single window into SSC services supporting customers. To deliver these results, SSC is focusing on implementing the enterprise ITSM Tool Project that will procure and implement a modern and scalable enterprise ITSM tool solution to automate SSC’s ITSM processes. The new tool will provide SSC with a unified view of all service and incident management requests, and enable consolidated performance reporting.

Furthermore, to deliver on the modernization of the procurement process, SSC is working with PSPC to implement pilot projects for a vendor management framework. These pilots will seek to score vendors’ performances on their execution of SSC contracts. The outcome of the pilots and lessons learned will support the implementation of a broader Vendor Performance Management framework. More information on procurement modernization can be found here.