Case Study

Public Health Agency of Canada (PHAC)

Strengthening its ability to protect the health and safety of Canadians, the Government of Canada has delivered on its commitment to establish a new Public Health Agency of Canada and appoint a Chief Public Health Officer. Focused on more effective efforts to prevent chronic diseases, like cancer and heart disease, prevent injuries and respond to public health emergencies and infectious disease outbreaks, the Public Health Agency of Canada works closely with provinces and territories to keep Canadians healthy and help reduce pressures on the health care system.

Challenge: The Public Health Agency of Canada wanted to create a Service Agreement for various corporate services to be delivered to PHAC by Health Canada. The services to be provided included Finance, Human Resources and Information Technology. PHAC was seeking expertise to assist with documenting the existing services being delivered inside Health Canada to the predecessor organization, the Population and Public Health Branch.

Action: This problem required an approach to effectively document the existing services and establish a governance framework to successfully manage their on-going service delivery. Foursight was brought in to focus on the IT services. Based on years of experience gained developing and coordinating IT outsourcing service contracts, a framework was proposed and piloted on a portion of IT services employed. Upon completion, the remaining IT services were successfully captured inside a comprehensive IT service agreement.

Impact: “Foursight provided an experienced view of IT Service Management to the PHAC context. The patience, diligence, knowledge and experience of the Foursight team helped PHAC develop the documents and processes needed to establish its IM\IT service management framework. Foursight also followed up after the signing of the agreement to ensure that the performance and service management measures were on track and meeting PHAC’s needs.

The Foursight team was able to understand PHAC’s requirement and PHAC’s ability to support new processes and practices. Foursight focused on the key priorities that could be implemented within the time available. This meant that PHAC received deliverables that could be incorporated into its operations and create measurable improvements in the management of its IM\IT services. Foursight demonstrated an uncanny ability to understand and adapt to the client’s needs. Their grasp of the theory and practices of IT service management is impressive, but their ability to tailor a solution to the particular context of the client is even more impressive.”

– Public Health Agency of Canada