ABSTRACT
The Government of Canada is leveraging the potential of the Internet and related technologies to offer Canadians user-centered, integrated services when and where they want them, no matter how they choose to access them (online, telephone, mail, in-person). The article 32provides insight into the Government of Canada’s use of a “whole of government approach” to address the challenges entailed in ensuring that users’ needs drive the service delivery agenda. It discusses the key enablers of service transformation, including information management, privacy, security, interoperability and performance measurement.
