Modernizing service delivery for government employees and citizens

  • Government
  • Solutions
  • 2022
  • Dimitra Maniatis
June 02, 2022

Government service delivery: 2 workers standing, looking at what they're holding in a government building

Modern digital experiences play a major role in how government agencies serve their communities. Digital enhancements can streamline processes, improving reliability and accessibility for employees and citizens.

Both groups need to access services through multiple channels. Modernized solutions that enhance employee experiences can improve service delivery across the board.

Simplifying employee experiences

In our seventh episode of the Canadian Leadership Exchange, we spoke with Sheila Robinson, assistant deputy minister and chief information officer at British Columbia’s Ministry of Social Development and Poverty Reduction. She shared how the ministry is improving digital experiences within its Information Services Division (ISD) so that ministry employees can better deliver services to British Columbians.

To offer service delivery throughout the ministry virtually, and to provide remote access for those delivering and receiving services, ISD looks for digital tools and platforms that are intuitive, accessible, manageable, and data-centric—without increasing workload.

Throughout the public sector, services need to be modern, accessible, and streamlined. Robinson sees three fundamental shifts driving digital accessibility:

  • Hybrid models

  • Virtual and face-to-face delivery of services

  • Services provided through apps

Ensuring digital transformation success

As leaders embark on transformation initiatives within their workplaces, people-centered solutions can help break down silos between departments. This streamlines workflows across teams and can significantly improve project delivery times.

Robinson’s team collected feedback from staff about which solutions worked and which didn't. From there, they focused on creating a single source of truth, built on ServiceNow, that would provide real-time insights. This allowed teams to see and share how their services were being used and where improvements could be made.

Watch the video to learn more about how the ISD enhanced employee experiences and service delivery through transformative digital solutions:


Did you miss the last episode? We spoke with Jean-François Gagné, vice president of AI product management and strategy at ServiceNow, about how leaders should approach implementing an artificial intelligence (AI) model and its benefits.

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