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Client
Employment and Social Development Canada (ESDC)
Industry
Government and public services
Services
Service and engagement, digital solutions
Client territory
Canada
Chapter 1 Our role
Digital transformation advisors, customer experience advisors and project managers.
Chapter 2 Client challenge
Digital transformation is a core priority for Employment and Social Development Canada (ESDC), which is responsible for delivering more than $92 billion ($120 billion Canadian dollars) in benefits to individuals and organisations across Canada. ESDC asked PwC’s Business Experience and Technology (BXT) team to develop a service transformation plan to enhance digital services and optimise programme delivery for all Canadians.
Chapter 3 Approach
PwC opened an Experience Centre directly across the street from the ESDC offices and then began a 16 week co-creative process with more than 50 ESDC employees with the objective of developing a three to five year service transformation plan. The output established an enterprise-wide vision for citizen-centric service that spanned the services of the entire department. The team also developed a five-year roadmap that highlighted quick win initiatives that could add immediate value. A further 13 concept prototypes were developed and tested with Canadians to make sure the vision aligned to user expectations.
Chapter 4 Impact
The collaborative and iterative effort energised the ESDC staff who were excited to help transform their business operations and give their clients and employees the necessary digital foundations to better serve Canadians. This engagement and buy-in accelerated the ESDC service strategy outcomes.
“The BXT methodology was a first for ESDC and it has completely changed the way they think about transformations. This engagement has shown the depth and breadth of what PwC can do working in collaboration with a motivated public service administration.”
"PwC challenged us to get outside of our comfort zone to achieve our service strategy goals. We achieved more in these 16 weeks than we would’ve in an entire year!"
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