Paving the way for the next generation of eservices: How the public sector can meet Canadians’ expectations

Governments are actively exploring the issues and challenges of enhancing self service by migrating services to the online channel. To date, however, progress has been incremental. With the exception of British Columbia, which is often considered an innovation leader in Canada other governments are in varying stages of defining an end-state vision, with a roadmap identifying the key enablers and new capabilities which must accompany the shift to digital services.

This report builds on our Citizens online initiative designed to provide Canadians with the opportunity to express their opinions through informed participation and deliberation. In this new report, we explore some ways in which the Canadian public sector could move forward towards constructing a roadmap for the next generation of eservices.