TORONTO — Canadian governments, at all levels, are introducing or have already implemented austerity measures to reduce expenditures and a new PwC report finds that Canadians want government to also provide them with cost-effective and convenient electronic services (eservices). Citizen Compass, an online initiative undertaken by PwC to gather and measure the views of citizens on emerging public policy issues, shows that the next generation of eservices must accommodate the lives of Canadians, while meeting their expectations for quality customer service.
What do Canadians want from government eservice delivery?
Three key themes emerged from more than 3,000 Canadian participants:
1. Convenience. As Canadians become busier and technology makes their lives more fast-paced, they’re looking for convenience:
2. Cost. Canadians won’t pay for eservices, but they’ll pay to jump the line:
3. Control. Canadians are willing to share information, but they expect information to be protected:
“Canadians are asking why government can’t provide the same level of customer service experience online as banks or retailers,” says Michael Jordan, Public Sector and Government Services partner for PwC Canada. “This pressure is on for governments to look at how they deliver eservices to meet Canadians’ demands while reducing costs.”
He continues, “Success for the next wave of eservices will rely on innovative techniques. Governments are exploring the challenges associated with mobilizing electronic channels to reduce costs while also enhancing the eservice experience, and at the same time, building awareness and maintaining the public’s trust in government.”
The research for Citizen Compass was conducted through a ‘Choicebook’, which took a randomly selected group of 3,147 Canadian respondents through an interactive online experience where they learned about government eservices and explored questions related to the issues. The second stage of the engagement process was the “Idea Forum”, where participants were given the opportunity to submit their ideas on what eservices they would like to have now and in the future. The results are based on more than 3,000 respondents from across the country.
To obtain a copy of the report, click here: www.pwc.com/ca/citizencompass. A copy of the report is also available from the media contacts.
About PwC Canada
PwC Canada helps organizations and individuals create the value they’re looking for. More than 5,700 partners and staff in offices across the country are committed to delivering quality in assurance, tax, consulting and deals services. PwC Canada is a member of the PwC network of firms with close to 169,000 people in 158 countries. Find out more by visiting us at www.pwc.com/ca.
© 2012 PricewaterhouseCoopers LLP, an Ontario limited liability partnership. All rights reserved.
PwC refers to the Canadian member firm, and may sometimes refer to the PwC network. Each member firm is a separate legal entity. Please see www.pwc.com/structure for further details.