Agenda |

Ontario 2025

Government Innovation Showcase Ontario

 Wednesday, 10 Sep 2025
Digital Services and Customer ExperienceData, Analytics and AIIT Modernization and Cloud
7:45AM

Registration & Networking

7:45 AM - 8:45 AM (60 mins)

8:45AM

Welcome from Public Sector Network

8:45 AM - 8:50 AM (5 mins)

8:50AM

Opening Remarks from the Chair

8:50 AM - 9:00 AM (10 mins)

9:00AM
Ministerial Address

Ministerial Address

9:00 AM - 9:15 AM (15 mins)

Hon Stephen Crawford Minister of Public and Business Service Delivery and Procurement, Government of Ontario
9:15AM
Industry Insights

Leveraging Emerging Technologies for Public Sector Efficiency

9:15 AM - 9:35 AM (20 mins)

  • Streamlining services to boost efficiency
  • Ensuring transparency and secure processes
  • Enhancing scalability and flexibility in operations
9:35AM
Keynote

Enhancing Citizen Services through Digital Innovation

9:35 AM - 9:55 AM (20 mins)

Jack Hamande Director General Simplification & Digital Transformation, Belgian Federal Public Service Policy and Support

As public expectations evolve, government must deliver services that are faster, simpler, and more responsive. This session explores how digital innovation is enabling citizen-first design, unlocking efficiency, and building trust in public services.

This session will help you apply new approaches on how you can modernize service delivery, remove friction points, and create more connected citizen experiences.

  • Redesign citizen journeys with insight-driven tools
  • Streamline processes to improve accessibility and speed
  • Leverage digital platforms to unify service channels
  • Build trust through transparent, user-focused service delivery
9:55AM
Panel discussion

Leading Forward: Building a Human-Centred Public Service

9:55 AM - 10:25 AM (30 mins)

Modern public service isn’t just about technology—it’s about putting people at the heart of every decision. This session explores how leaders are designing systems, services, and cultures that prioritize inclusion, empathy, and employee wellbeing.

This session will help you apply new approaches on how you can lead with purpose, empower your teams, and create a public service that reflects the people it serves.

  • Embed equity and inclusion into service and policy design
  • Foster cultures of trust, safety, and continuous improvement
  • Reimagine leadership to support empathy and accountability
  • Align workforce strategies with evolving citizen needs
Patricia Kosseim
Commissioner, Information and Privacy Commissioner of Ontario
Greg Essensa
Chief Electoral Officer, Elections Ontario
Kuruvilla Matthew
Chief Information Officer, State of Arizona, USA
10:25AM
Industry Insights

AI-Powered Public Services: Revolutionizing Efficiency and Citizen Satisfaction

10:25 AM - 10:45 AM (20 mins)

  • Automating routine tasks with AI to increase efficiency in public service delivery
  • Using AI-driven insights to enhance citizen satisfaction through personalized services
  • Reducing wait times and improving response accuracy with AI-powered virtual assistants
10:45AM

Refreshment Break

10:45 AM - 11:25 AM (40 mins)

11:25AM
Digital Services and Customer Experience

Chair Opening

11:25 AM - 11:35 AM (10 mins)

11:25AM
Data, Analytics and AI

Chair Opening

11:25 AM - 11:35 AM (10 mins)

Tarek Said IBM Principal Account Technical Leader, Ontario Public Sector, IBM Technology, Canada
11:25AM
IT Modernization and Cloud

Chair Opening

11:25 AM - 11:35 AM (10 mins)

11:35AM
Keynote Digital Services and Customer Experience

Building Inclusive Digital Futures: Strategies for Equity and Inclusion in Government Technology

11:35 AM - 11:55 AM (20 mins)

Gina Johar Chief Information Officer, City of Kingston

Digital transformation must serve everyone. This session explores how the City of Kingston is embedding equity, accessibility, and inclusion into its technology strategy—ensuring digital services reflect and support the full diversity of the public.

This session will help you apply new approaches on how you can design inclusive systems, build representative teams, and deliver services that work for all.

  • Integrate equity principles into digital strategy and planning
  • Design services that meet the needs of diverse communities
  • Build inclusive teams to drive more representative innovation
  • Champion accessibility and trust across digital touchpoints
11:35AM
Keynote Data, Analytics and AI

From Stewardship to Strategy: Enabling Smarter AI Through Better Data

11:35 AM - 11:55 AM (20 mins)

Aki Tefera Assistant Deputy Minister, Enterprise Data Stewardship, Ministry of Public and Business Services Delivery & Procurement, Ontario Public Service

AI success depends on strong data foundations. This session explores how enterprise data stewardship is evolving into a strategic enabler—helping governments unlock the full potential of AI while ensuring quality, governance, and ethical use.

This session will help you apply new approaches on how you can strengthen data ecosystems, drive smarter automation, and embed trust in AI-enabled services.

  • Build high-integrity data systems to power AI adoption
  • Improve data governance across ministries and platforms
  • Translate stewardship into actionable business intelligence
  • Align AI innovation with privacy, ethics, and transparency
11:35AM
Keynote IT Modernization and Cloud

Innovating Public Sector IT: Embracing Emerging Technologies for Enhanced Governance

11:35 AM - 11:55 AM (20 mins)

Richard Henderson Executive Director and Chief Information Security Officer, Alberta Health Services

As public sector IT environments grow more complex, innovation must be strategic, secure, and citizen-focused. This session explores how Alberta Health Services is integrating emerging technologies to modernize infrastructure, improve service resilience, and strengthen governance.

This session will help you apply new approaches on how you can future-proof operations, elevate security, and deliver value through smart IT transformation.

  • Modernize legacy infrastructure while managing risk
  • Adopt emerging tools to boost agility and responsiveness
  • Align IT transformation with clinical and operational outcomes
  • Strengthen oversight and accountability in complex environments
11:55AM
Panel discussion Digital Services and Customer Experience

Enhancing Citizen Engagement Through Digital Channels

11:55 AM - 12:25 PM (30 mins)

Paul Johnson City Manager, Toronto

As citizens increasingly expect faster, more personalized interactions, governments must rethink how they communicate and deliver services. This session explores how public sector teams are expanding digital channels to build trust, boost responsiveness, and improve the overall service experience.

This session will help you apply new approaches on how you can strengthen citizen engagement, simplify access, and deliver better outcomes across platforms.

  • Expand self-service options to increase accessibility and efficiency
  • Personalize digital touchpoints based on user needs and feedback
  • Coordinate messaging across departments and delivery channels
  • Build public trust through transparent and consistent communication
11:55AM
Panel discussion Data, Analytics and AI

AI Ethics in Action: Balancing Innovation and Accountability in Government

11:55 AM - 12:25 PM (30 mins)

As governments explore the power of AI, ethical frameworks must guide every step—from development to deployment. This session explores how public sector leaders are embedding transparency, fairness, and accountability into AI systems while driving innovation.

This session will help you apply new approaches on how you can operationalize ethical principles, manage risk, and maintain public trust in automated decision-making.

  • Embed ethical guardrails into AI design and implementation
  • Align AI use with human rights, privacy, and policy goals
  • Build internal capacity to assess and monitor algorithmic bias
  • Engage stakeholders to ensure responsible and inclusive innovation
Sumon Acharjee
Chief Information Officer, City of Markham
Mo Reghabi
Chief Digital Officer, Ontario One Call
Wendy Cukier
Professor of Entrepreneurship and Strategy, Founder and Academic Research Director, Diversity Institute | Women Entrepreneurship Knowledge Hub (WEKH) | Future Skills Centre
11:55AM
Panel discussion IT Modernization and Cloud

Overcoming Challenges in IT Modernization Projects

11:55 AM - 12:25 PM (30 mins)

Modernizing legacy systems is essential—but rarely simple. This session explores how public sector leaders are navigating common challenges in IT transformation, from budget constraints and technical debt to stakeholder alignment and change management.

This session will help you apply new approaches on how you can drive modernization efforts that are agile, secure, and outcomes-focused.

  • Navigate competing priorities and evolving technology needs
  • Build buy-in across departments and leadership teams
  • Manage risk while accelerating project delivery
  • Sustain modernization through cross-functional collaboration
Alex Coleman
Assistant Deputy Minister, Chief Information Officer, Children, Youth, Social Services
Kalyan Chakravarthy
Chief Information Officer, Electrical Safety Authority Ontario
Nenzi Cocca
Director, HR Systems & Operations Human Resources, City of Hamilton
12:25PM
Industry Insights Digital Services and Customer Experience

Next-Gen Customer Experience Solutions

12:25 PM - 12:45 PM (20 mins)

  • Using AI to deliver personalized customer interactions
  • Creating seamless experiences with omnichannel strategies
  • Applying real-time data to predict and meet customer needs
12:25PM
Industry Insights Data, Analytics and AI

AI Tools for Data-Driven Governance

12:25 PM - 12:45 PM (20 mins)

  • Using AI to analyze large datasets and inform policy decisions
  • Automating routine tasks to improve efficiency in governance
  • Enhancing predictive capabilities to forecast public needs and trends
12:25PM
Industry Insights IT Modernization and Cloud

Integrating Legacy Systems with Modern Technologies

12:25 PM - 12:45 PM (20 mins)

  • Implementing APIs to bridge legacy systems with modern platforms
  • Using middleware to enable smooth integration between old and new technologies
  • Gradually modernizing core functions while maintaining legacy system stability
12:45PM

Networking Lunch

12:45 PM - 1:45 PM (60 mins)

1:45PM
Case Study Digital Services and Customer Experience

Agile Service Delivery and User-Centered Design in the Ontario Public Service

1:45 PM - 2:05 PM (20 mins)

Lisa Yeung Director, Strategic Initiatives, Ministry of Labour, Immigration, Training and Skills Development, Government of Ontario
Justin Alerta Manager, Labour Relations Information Bureau, Labour Relations Solutions Division, Ministry of Labour, Immigration, Training and Skills Development, Government of Ontario

Meeting citizen expectations means moving fast—without compromising quality or inclusion. This session explores how the Ontario Public Service is applying agile methods and user-centered design to create services that are responsive, accessible, and built around real needs.

This session will help you apply new approaches on how you can deliver faster, smarter services while keeping users at the core of every solution.

  • Apply agile frameworks to rapidly improve service delivery
  • Use research and feedback to design citizen-first experiences
  • Balance speed and accountability through iterative development
  • Build internal capacity for agile and human-centered innovation
1:45PM
Keynote Data, Analytics and AI

Operationalizing AI Technologies

1:45 PM - 2:05 PM (20 mins)

Representative from, The Information and Privacy Commissioner of Ontario

AI has moved beyond experimentation—but scaling it successfully requires structure, strategy, and accountability. This session explores how public sector organizations are embedding AI into operations to drive efficiency, improve decision-making, and deliver better services.

This session will help you apply new approaches on how you can turn pilots into practice, manage AI risk, and unlock real value at scale.

  • Move from proof-of-concept to enterprise-level deployment
  • Integrate AI into core systems and service delivery
  • Establish governance and oversight for responsible use
  • Build cross-functional teams to sustain AI innovation
1:45PM
Fireside Chat IT Modernization and Cloud

Driving IT Modernization: Strategies for Enhancing Public Sector Efficiency and Innovation

1:45 PM - 2:05 PM (20 mins)

Honey Dacanay Director-General, Digital Policy, Data and Digital Policy Sector, Treasury Board Secretariat, Government of Canada

Modernization is no longer optional—it’s essential for responsive, effective public service. This session explores how government leaders are rethinking legacy systems, adopting new technologies, and enabling smarter operations to meet today’s demands.

This session will help you apply new approaches on how you can streamline infrastructure, boost agility, and lead innovation that delivers measurable impact.

  • Retire outdated systems without disrupting service delivery
  • Build modernization roadmaps that align with organizational goals
  • Drive cultural change to support digital transformation
  • Enhance agility through modern tools and integrated platforms
2:05PM
Industry Insights Digital Services and Customer Experience

Innovative Tools for Digital Service Improvement

2:05 PM - 2:25 PM (20 mins)

  • Leveraging AI-powered chatbots to provide faster, more efficient customer support
  • Using data analytics to continuously monitor and optimize digital services
2:05PM
Industry Insights Data, Analytics and AI

Advanced Analytics Solutions for Public Sector

2:05 PM - 2:25 PM (20 mins)

  • Using predictive analytics to improve decision-making and optimize resource allocation
  • Leveraging data visualization tools to enhance transparency and citizen engagement
  • Employing real-time analytics for proactive service delivery and issue resolution
2:05PM
Industry Insights IT Modernization and Cloud

Best Practices for Seamless Cloud Migration in the Public Sector

2:05 PM - 2:25 PM (20 mins)

  • Conducting a comprehensive assessment of existing infrastructure before starting migration
  • Explore phased migration strategies to minimize disruptions and manage risks effectively
  • Highlight critical data governance and security practices needed to ensure compliance during cloud adoption
2:25PM
Keynote Digital Services and Customer Experience

Blueprints for a Smarter Future: Inside Our Data Transformation

2:25 PM - 2:45 PM (20 mins)

Marwan Afara Director, Information Technology, iGaming Ontario

Modern public services demand modern data systems. This session explores how iGaming Ontario is transforming its data infrastructure to drive smarter decisions, strengthen oversight, and support a more transparent, responsible gaming environment.

This session will help you apply new approaches on how you can modernize data systems, align digital goals with public value, and govern data for impact.

  • Modernize data infrastructure to support real-time decision-making
  • Align digital strategy with mandates for transparency and trust
  • Enable insights through integrated and secure data governance
  • Deliver responsible innovation through better data stewardship
2:25PM
Case Study Data, Analytics and AI

Leveraging AI to Unlock Value in Unstructured Documents

2:25 PM - 2:45 PM (20 mins)

Lisa Yeung Director, Strategic Initiatives, Ministry of Labour, Immigration, Training and Skills Development, Government of Ontario
Justin Alerta Manager, Labour Relations Information Bureau, Labour Relations Solutions Division, Ministry of Labour, Immigration, Training and Skills Development, Government of Ontario

Unstructured data holds untapped potential—but unlocking it takes the right tools and strategy. This session explores how Ontario’s Ministry of Labour is using AI to extract insights from complex documentation, driving efficiency, transparency, and better-informed decision-making.

This session will help you apply new approaches on how you can turn unstructured data into actionable intelligence and deliver measurable value through AI.

  • Apply AI to analyze and extract insights from unstructured content
  • Improve decision-making and operational efficiency with smarter data
  • Build internal AI capability for scalable impact
  • Enhance transparency and access to labour-related information
2:25PM
Keynote IT Modernization and Cloud

Breaking Free from Legacy Systems: Charting a Practical Path to Government Modernization

2:25 PM - 2:45 PM (20 mins)

Kuruvilla Matthew Chief Information Officer, State of Arizona, USA

Legacy systems can no longer support the speed and scale of modern governance. This session explores how the State of Arizona is executing a pragmatic, phased approach to modernization—balancing risk, cost, and continuity to drive long-term transformation.

This session will help you apply new approaches on how you can modernize with purpose, accelerate delivery, and future-proof your digital infrastructure.

  • Assess and prioritize legacy systems for modernization
  • Balance innovation with stability across critical services
  • Align modernization with policy and operational goals
  • Build resilience and scalability into government IT environments
2:45PM
Industry Insights Digital Services and Customer Experience

Leveraging AI and Automation for Personalized Public Services

2:45 PM - 3:05 PM (20 mins)

  • Using AI to personalize public services based on citizen data
  • Automating tasks to improve service speed and efficiency
  • Applying machine learning to enhance service personalization
2:45PM
Industry Insights Data, Analytics and AI

Data Integration and Management Platforms for Seamless Collaboration

2:45 PM - 3:05 PM (20 mins)

  • Integrating data across platforms to enable seamless collaboration between departments
  • Using centralized data management tools to improve data accessibility and sharing
  • Ensuring real-time data updates for more effective inter-agency collaboration
2:45PM
Industry Insights IT Modernization and Cloud

Enhancing Security and Compliance in IT Modernization Projects

2:45 PM - 3:05 PM (20 mins)

  • Strengthening security protocols to protect data during modernization
  • Ensuring compliance through continuous monitoring and audits
  • Using encryption and access controls to secure sensitive information
3:05PM
Panel discussion Digital Services and Customer Experience

Future Trends in Digital Government

3:05 PM - 3:35 PM (30 mins)

Jason Verbovszky Chief Information Officer, Legal Aid Ontario
Daphnee Nostrome Director, Channel Strategy, Canadian Digital Service

Digital government is constantly evolving—but which trends are shaping what’s next? This session brings together forward-looking leaders to explore the technologies, models, and mindsets transforming public service delivery for the next decade.

This session will help you apply new approaches on how you can anticipate change, scale innovation, and build digital services that are ready for tomorrow.

  • Identify emerging trends driving digital service transformation
  • Align innovation with long-term citizen and policy outcomes
  • Experiment safely while maintaining public trust
  • Build internal capacity to adopt and scale new technologies
3:05PM
Panel discussion Data, Analytics and AI

Data Governance and Privacy

3:05 PM - 3:35 PM (30 mins)

As data becomes central to service delivery and policy, strong governance is essential to safeguard privacy and maintain trust. This session explores how governments are building frameworks that ensure data is accurate, secure, and used responsibly.

This session will help you apply new approaches on how you can strengthen data integrity, manage risk, and embed privacy into every stage of the data lifecycle.

  • Build data governance structures that support innovation and accountability
  • Align privacy frameworks with public expectations and legal standards
  • Enable data sharing without compromising protection
  • Foster a culture of responsibility across data-driven teams
Mandeep Flora
Director, Governance and Standards, Governance and Standards Branch, Ministry of Public and Business Service Delivery and Procurement, Government of Ontario
Fartash Haghani
Director of Enterprise Data & AI, City of Toronto
Manuelita Cherizard
Chief Human Resources Officer, Royal Ontario Museum
3:05PM
Panel discussion IT Modernization and Cloud

The Role of Emerging Technologies in Modern Government

3:05 PM - 3:35 PM (30 mins)

Emerging technologies offer new ways to solve old problems—but only if deployed strategically. This session explores how government leaders are assessing, adopting, and integrating tools like AI, blockchain, and edge computing to transform services and boost efficiency.

This session will help you apply new approaches on how you can evaluate new technologies, align them with public value, and lead innovation that lasts.

  • Identify where and how emerging tech can improve public services
  • Evaluate readiness and value before implementation
  • Integrate new tools into legacy environments without disruption
  • Balance innovation with oversight, trust, and long-term goals
Jack Hamande
Director General Simplification & Digital Transformation, Belgian Federal Public Service Policy and Support
Deyves Fonseca
Deputy Chief Information Security Officer, University of Toronto
Alena Thouin
Chief Operating Officer, Ontario Financing Authority
Carrie Fletcher
Executive Vice President People Culture & Strategy, St. Joseph's Healthcare Hamilton
3:35PM
Digital Services and Customer Experience

Closing Remarks

3:35 PM - 3:45 PM (10 mins)

3:35PM
Data, Analytics and AI

Closing Remarks

3:35 PM - 3:45 PM (10 mins)

3:35PM
IT Modernization and Cloud

Closing Remarks

3:35 PM - 3:45 PM (10 mins)

3:45PM

Networking Reception

3:45 PM - 4:45 PM (60 mins)

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