Rethinking
government
services

Doing things differently

Read on to find out how we’re rethinking government services for the digital age — to make them secure, convenient and easy to use.

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Fostering a client-centric
service culture

We know we need to change how we do things to deliver the services Canadians expect. That includes fostering a client-centric service culture. Guided by digital principles, we will become more open and collaborative. We will always design with users in mind, involving them at every stage of the process — from planning to ongoing improvement.

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Gathering feedback
from Canadians

We’re learning a lot through user testing, engagement and feedback. Public opinion research is giving us insight into the perceptions, expectations and concerns Canadians have when using government services. All of this is helping ensure we get service design and delivery right.

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Modernizing our tools
and technologies

To work more openly and collaboratively, we need to empower public servants to use their talents by supplying them with the right tools and technologies to get the job done. Starting in 2018-2019, $110 million will be invested by Shared Services Canada to help partner departments migrate to more secure modern data centres or cloud solutions.

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Adapting
our policies

A new Government of Canada digital policy is underway to support the transition to digital and evolve existing service, information, data, technology and cybersecurity policies. This approach will build off of the digital standards and enable government organizations to use information better while implementing technologies and solutions such as blockchain and artificial intelligence, resulting in more modern, reliable, interoperable and accessible services, among other benefits. This means Canadians can access multiple services in one place and ensures their interactions with government are consistent.

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Pursuing a “tell us once”
service experience

Ultimately, we aim to provide a “tell us once” experience where services are available anytime, anywhere, through any partner. To do this, we need secure and efficient sharing of information and data. We need to review the rules surrounding information sharing, taking a balanced approach to enable data sharing while ensuring security and that privacy is protected. In addition, more modern data management practices will enable the Government of Canada to properly leverage, manage and collect data so that it can be easily used to build better services while simplifying the experience for users.