How to become customer-centric with digital transformation

Digital technology is fundamentally changing the way organisations of all kinds—business and government—interact with those they serve, be they customers or citizens. Today, organisations have the power to communicate in real-time and receive immediate feedback from online interactions. Whilst individuals have access to collaborative workflows via direct and instant access to information and services, government departments gain greater responsiveness to customer needs, improved efficiencies, and additional value add to customers. Digital technology enables organisations to become truly customer-centric in a way that was never previously possible. However, developing and implementing the systems to realise the potential of digital technology presents …

Departmental Evaluation Plan 2018-2023

Employment and Social Development Canada 2018

Reaping the Benefits of Open Data in Public Health

There have been a number of advances in Open Data over the last decade, spearheaded largely by governments. A real benefit of Open Data is not simply that single databases can be used more widely; it is that these data can also be leveraged, shared and combined with other data. Open Data fa…

Privacy Act Modernization: A Discussion Paper

Department of Justice Canada https://www.justice.gc.ca/eng/csj-sjc/pa-lprp/dp-dd/modern_1.html Digital transformation has fundamentally altered Canadians’ expectations, hopes, and fears about the ways in which their personal information may be used by a range of public and private act…

A National Dementia Strategy for Canada

Minister of Health Public Health Agency of Canada June 2019

Moving Canada's Economic Infrastructure Forward: Addressing Six Risks to Timely, Economical and Prudent Project Selection and Delivery

Michael Fenn Mahmood Nanji Jessica Rolfe Andrew Sussman Ivey Business School, Western University, Canada Lawrence National Centre for Policy and Management January 2019 Canada’s vast geography and trade-dependent economy requires robust public and private infrastructure…

SMRTCTY: Master Plan. A Smart City for Everyone

City of Mississauga Government of Canada June 2019 Mississauga will harness the creative power of technologies and innovative ideas to enhance the quality of life in Mississauga. We will effectively integrate physical, digital and human systems in  the built environment to deliver …

The NHS Longterm Plan

NHS January 2019 This NHS Long Term Plan discusses how the NHS will tackle the pressures their staff face (funding, staffing, increasing inequalities and pressures from a growing and ageing population), while making extra funding go as far as possible. And as they do so, how the redes…