Article
by Karan Jandoo, Director, Government and Public Sector at Nortal Canada
Building trust and resilience: Canada's digital government transformation
Canada is at a pivotal moment in its journey toward modernizing government services. While the need for resilient, efficient, and digitally empowered public services has never been more urgent, the path forward is filled with complexities. As global dynamics shift and economic pressures grow, the drive for innovation must be met with caution, accountability, and inclusivity. Governments must act not only to advance technological capabilities but also to ensure that their transformation efforts are equitable and aligned with the needs of all Canadians.
Having spent over a decade within government, I’ve witnessed firsthand the challenges of balancing policy, technology, and service delivery. Progress is evident, but the journey is ongoing. Trust – remains the bedrock of this transformation. Canadians need to feel that their government’s technological advancements are aligned with their expectations for fairness, accessibility, and privacy. While we are making strides toward a government that citizens trust and rely on, this requires continuous effort and reflection on how best to serve the public.
Trust = Reliability x Fairness x Transparency ± Execution
For Canadians, this means services that are reliable, fair, and transparent but also efficient and responsive to citizens’ needs. Governments across Canada are actively working to improve the effectiveness of public services, making them more accessible, equitable, and responsive. It’s encouraging to see efforts to streamline government spending, improve service delivery, and create more personalized experiences for Canadians in need. However, these initiatives must be continuously reviewed and refined to ensure they genuinely meet the diverse needs of all citizens.
Ontario’s Digital Service (ODS), once a beacon of innovation in the public sector, has left a significant legacy. While it was disbanded in 2024, the lessons learned from ODS continue to inform how digital services are integrated across ministries in Ontario and beyond. However, it’s clear that much work remains in terms of achieving cross-government collaboration and furthering the goals ODS initially set out to achieve. The challenges of digital transformation should not be underestimated, but the work done by ODS remains a valuable guide in Ontario’s future efforts.
The Canadian Digital Service (CDS) is another example of federal leadership in digital government transformation. While CDS has made significant strides in modernizing federal services, it faces the ongoing challenge of scaling these initiatives to ensure all Canadians benefit equally. By working across departments to create more user-centric services, CDS is laying the foundation for a more efficient and accessible public sector. The challenge ahead is ensuring that this momentum continues, adapting to the changing needs of Canadians while ensuring that every citizen can access these services equitably.
Cybersecurity, data protection and innovation
As Canada continues its digital transformation, the importance of cybersecurity, data protection, and privacy cannot be overlooked. The public sector’s rapid move toward digital services means heightened risks, but also an opportunity to build a stronger foundation of trust with citizens. A 2024 survey by Nortal revealed that 36% of Canadians are hesitant to share private data, with privacy concerns (50%) and distrust in data usage (44%) as key reasons. Canadian governments are leading the charge by investing in advanced encryption, data privacy measures, and compliance with international standards to safeguard citizens’ data.
Innovation is at the heart of public sector transformation. By working hand-in-hand with the private sector and academia, governments are tapping into the wealth of knowledge, technology, and creativity needed to develop secure, personalized services that meet the evolving needs of Canadians. These collaborations are laying the groundwork for more efficient, cost-effective services that can enhance the citizen experience.
Digital identity management plays an important role in this transformation. By embracing secure identity systems, governments can offer citizens streamlined access to services, empowering them to manage their own data with greater confidence. This focus on personal empowerment fosters trust, allowing for a more secure, efficient, and user-friendly experience.
Citizen-centred services and interoperability
At the core of Canada’s digital future is the commitment to citizen-centred services. Governments are rethinking how to design services, ensuring they are built around the needs and expectations of individuals. Rather than simply updating old systems, the goal is to break down silos and create seamless, interoperable services that put the citizen at the centre of every decision.
Through initiatives like Toronto’s Digital Transformation Strategy, the city is leading the way in making services more accessible, efficient, and personalized. These efforts are driving positive change at the municipal level, showing how governments can use technology to meet citizens’ needs while simultaneously enhancing operational efficiency and effectiveness.
By integrating services across departments and jurisdictions, governments are paving the way for a truly unified service delivery model. This approach ensures that Canadians receive services that are not only accessible but also personalized to meet their specific needs. This citizen-centred mindset ensures that the digital transformation works for everyone.
Navigating the path forward: digital transformation with purpose
Canada’s digital future is bright, driven by a clear focus on efficiency, trust, and responsiveness. Governments are not only improving service delivery but are building a resilient and adaptive system that can stand the test of time. The ongoing investments in digital infrastructure, citizen-centred services, and robust security measures reflect a forward-looking vision that prioritizes the well-being of all Canadians.
To ensure success, strong partnerships between the public and private sectors, as well as collaboration with academia, will continue to play a pivotal role. Governments understand that the transformation can’t happen in isolation—by working together, we can create scalable, sustainable solutions that meet the ever-evolving needs of Canadians.
Nortal’s Personal Government approach is built on the idea that public services must be equitable, sustainable, and focused on the needs of citizens. Our vision for the future of digital government aligns with this approach, emphasizing the importance of creating long-term trust through personalized, proactive, and transparent services. [Read the full white paper here.]
Building a trusted digital future for Canada
As we look ahead, the future of digital government in Canada is filled with possibilities. By prioritizing transparency, fairness, and the well-being of citizens, we can create a government that not only meets the demands of today’s world but also builds a better future for all Canadians. Together, we are creating a government that citizens trust and rely on.
We’re excited about the progress that’s already been made, and we’re eager to show you how we’ve helped others on their journey to a more resilient, efficient, and trusted digital government. Feel free to reach out to us!
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