Digital transformation in government and the citizen experience

  • Government
  • Solutions
  • 2021
  • Marc Lecuyer
February 16, 2021

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There are many moving parts when it comes to the digital transformation of government and the citizen experience, and just as many questions about how to make it happen. 

What lessons can the government learn from the private sector in creating high-quality digital services and experiences for citizens? What role does digital identity play in delivering these services? And what factors would enable the government to simplify its digital transformation journey?

We explore the answers to these questions and more in our second episode of the Canadian Leadership Exchange, where we met with Imraan Bashir, partner of cyber and digital solutions at KPMG Canada to discuss how the Canadian government can evolve the way it delivers digital services to its citizens.

Imraan breaks down how digital transformation in government should not be treated as a single project to be completed by a certain date. Rather, digital transformation is the ongoing effort of improving agility and responsiveness to ensure government is able to meet the evolving needs of citizens.

When it comes to improving how the government manages digital identities and the citizen experience around them, Imraan explains that the various personal attributes and documents belonging to each Canadian need to be handled in way that is privacy respecting and convenient.

The Canadian government is currently evolving the way citizens use digital identities by eliminating unnecessary barriers to the experience. In provinces like Alberta and B.C., citizens can possess a digital identity and use it to access both provincial and federal services online without having to manually provide personal information.

Watch the video below to learn more about how government can successfully digitize citizen services with a practical approach to digital transformation.


Did you miss the first episode? We spoke with Erika Taylor, vice president of people and culture at BC Pension Corporation on the evolved role of leadership needed to support employees working from anywhere. View it here.

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