Doing digital government in Canada is difficult and that’s the appeal

Providing simple, easy to use government services online in Canada is difficult.

Here are at least some of the challenges:

• Canada is an astoundingly large place, spread out over many time zones, with an irregular technology infrastructure.
• Canadians are a wonderfully diverse populace with a mosaic of collective and individual needs. They want these needs met when and where they choose, definitely in English and definitely in French and probably a host of other languages too.
• Canadians enjoy using a range of technologies to access the internet and have high expectations of banking, shopping, entertainment etc online. Government is playing catch-up; it has to overcome both the perception and the reality of decades of underwhelming — and in a few cases destructive — delivery.
• Government comes in many forms — local, provincial, federal and international. Working out who has responsibility for delivery and when and where to go for different services can be tricky to figure out. Even for the governments.
• Government struggles to access the skills it needs to get the most from technology. It has to compete with the private sector — usually outside of the country — for the best digital talent; folks who aren’t used to considering government as a good place to work that chimes with their values.
• Government rules and orthodoxes from a proto-web era need to adapt so that it is easier and quicker to get access to the material needed for fast-paced, user-centric digital transformation — the hardware, software and the ability to talk to Canadians directly without the hoops. Relaxing into open and iterative ways of working that keep costs and risks low and maximise learning and value, takes some getting used to.

Those are no small challenges. But the government of Canada is putting the leadership in place and setting up the teams and culture to succeed.

Change is hard but inevitable. By spending time with users, working in multidisciplinary teams, partnering with colleagues across government boundaries, and being creative with technology we can overcome the challenges and find reward rather than frustration.

Some of the factors above are unique to Canada, but most will be oh-so familiar to digital service teams in other places around the world, some of whom have even risen to the challenges and come through the other side.

I was recently profiled as someone who had moved from a highly successful government digital service to be part of one that is just starting up in Canada. Some people wondered why I’d decided to move and put myself through those trials and tribulations again.

I’m here because the mission is delivery. It’s exciting to be part of something new that is building for the future. It’s for the win!

I’m here to be part of this because I feel a deep connection with Canada that starts with my Canadian family and friends but extends out to the Canada and Canadians I have yet to get to know but I look forward to encountering through my public service.

This is public service that involves being part of something meaningful — a collective effort to leverage exciting skills and technology and make it easier for Canadians to access and use government services. And maybe be a bit proud of their government for overcoming the odds. At pace. Cheaply.

I’m committed to helping Canada get good at digital government. I know I’m in good company. You should get involved.