Digital government

Giving citizens the public sector they want

Giving citizens the digital government they want

Citizens’ expectations are being shaped by their experiences across the spectrum, from luxury retail to technology. Becoming a truly digital government will help meet their expectations.

A global scan of leading citizen-centric practices reveals that governments in Canada can do more by harnessing the right technology to build trust and transform. This means staying ahead of the digital government curve will be more important than ever.

It’s time to turn your digital government visions into reality. And the first step is to take a close look at digital trends that will help you get ahead.


Seven trends in digital government

1. Digital-first mindset

Thinking digital first lies at the heart of faster and better service delivery. Some of the things citizens want are consolidated IDs, digitally available permits and information, as well as digital applications and approvals. Other benefits? Efficient and cost-effective processes.


Digital government done right
United Kingdom | Digital Service Standard

The United Kingdom’s Digital Service Standard is a set of criteria that digital teams building government services should meet. It aims to provide digital services that are so simple and convenient that all those who can use digital services will choose to do so, while those who can’t aren’t excluded.

2. Mobile now

Citizens want to use their mobile devices to access services on the go, from submitting applications to accessing information. A mobile government provides localized services that add value to the user, such as sending road condition updates or creating a specialized mobile app that allows users to prepare for their driver’s licence test. Full integration with online services is key for a seamless citizen experience.


Digital government done right 
Ontario | Responsive web design

Residents can now receive many of Ontario’s online services with a consistent user experience across desktop and mobile devices. Using a responsive web approach allows the Government of Ontario to tailor routine transactions to the mobile form factor while using existing web technology investments.

3. Omni channel

Citizens are used to accessing services on any device at any time. By enhancing multi-channel capabilities, governments can provide services through various channels, including mobile, website, branch, phone and even watches. Applications can be started and fulfilled on different channels. This approach also helps foster trust and encourage digital adoption.


Digital government done right
Abu Dhabi | Contact centre

Abu Dhabi Systems and Information Centre’s contact centre is one part of a multi-channel approach that also includes mobile apps. It builds on the technology and information of Abu Dhabi’s digital government portal to provide services through other channels.

4. Unlock data possibilities

Citizens tell us they’re willing to share their tombstone data across ministries and levels of government to get customized services. Governments can use customer data and public service metrics to make better decisions and spend time where it matters by providing the right services to the right people at the right time.


Digital government done right
Boston | CityScore

The Mayor of Boston has introduced CityScore, an initiative that combines key performance metrics into one number to inform city leaders about the comprehensive health of the city in real time. CityScore brings together data from across the city, measuring everything from emergency service reaction times to garbage pickup times.

5. Tracking & transparency

Citizens are demanding to stay informed about the performance of government services, and they also want to know the status of their personal applications and permits on the go. Allowing access to this information will increase transparency and improve service delivery. It will also reduce citizens’ calls and visits.


Digital government done right
Edmonton | Open data dashboard

The City of Edmonton is using an open data dashboard to publish and report on civic targets. With standardized open data powering the dashboard, residents are able to generate reports that are meaningful to them. Detailed data about transportation, livability, the environment, urban form, the economy and finances is available.

6. Cybersecurity & privacy

Governments have critical information on their servers, and the amount of information will continue to grow in the digital world. Today, risk is increasing and cyber-attack incidents are becoming more frequent. Protecting data and reassuring citizens that their data is secure are critical and will help enhance trust across your network.


Digital government done right
New Brunswick | Cyber innovation hub

The Canadian Institute for Cybersecurity, located in New Brunswick, is a partnership between academia, government and industry. The institute trains highly skilled cybersecurity professionals and provides leading-edge research focused on developing and implementing innovative approaches to cybersecurity challenges.

7. Efficiency is key

To give citizens the digital and quality service delivery they’re looking for, operational excellence and efficiency are key, supported by the right technological tools. Realize your potential by focusing your investments on the right capabilities that fuel growth.


Digital government done right
Norway | A mailbox for every citizen

The Norwegian government is setting up a system in which every citizen will have their own electronic mailbox, which will enable government agencies and businesses to deliver notices and bills electronically. Norway has helped set the stage for one of the most innovative eGovernment initiatives in the world.

Digital government webcast series

Available now

As a follow-up to our highly attended Unlocking the power of digital and Embracing the art of the possible webcasts, we’re pleased to present our Building a digital government webcast series.

Watch now


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Shift podcast

Listen to our recent Shift podcast, featuring Councillor Michelle Holland, on building a city of innovation.

Improving citizen experience: The digital government imperative

Citizens increasingly expect governments to provide the fast, seamless service they’re used to from the private sector.


Let's talk

For a deeper conversation on how to lead your digital government transformation, please contact:

Domenic Belmonte
Partner, Ontario Public Sector and Education Leader, Toronto
Tel: +1 416 687 8660 | E-mail

Owen Taylor

Owen Taylor
National Public Sector Leader, Victoria
Tel: +1 250 298 5270 | E-mail

Lori Watson
Partner, Federal Government Leader, Ottawa
Tel: +1 613 755 4358| E-mail

George Irwin
Alberta Public Sector Leader, Edmonton
Tel: +1 780 441 6725 | E-mail

Sebastien Doyon
CPA, CA, CA·IT, Partner, Montréal
Tel: +1 514 205 5382| E-mail

Robert Reimer
Partner, Manitoba & Saskatchewan Public Sector Leader, Winnipeg
                      Tel: +1 204 926 2442 | E-mail

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