Canadian Government Executive - Volume 23 - Issue 03

March/April 2017 // Canadian Government Executive / 11 evaluation which found that, while recog- nizing the differences that exist among se- niors, as a group, they tend to depend less on the Internet and modern technologies and could be more responsive to tradition- al means of communicating such as print, telephone or face-to face contact. A lack of computer literacy, lack of access to computer hardware or software, or lack of access to Internet access all pose consid- erable barriers to accessing information or conducting transactions digitally. While it is possible to access public computers, for example at public libraries, several of the other barriers identified above, such as poor literacy and/or poor computer lit- eracy, lack of fluency in English or French, or physical and/or cognitive impairments, limit the use of such public computers. For example, a number of Service Canada staff interviewed as part of the evaluation reported that although they have assisted senior clients to set up a My Service Can- ada Account, several of those clients have subsequently found it challenging to recall user names and passwords. It was reported that some older seniors also experience physical and/or cognitive challenges using the telephone channel, with particular ex- amples including poor hearing, poor mem- ory, and difficulty in understanding the list of options when calling the 1-800 number. One evaluation discovered a particular challenge for Indigenous seniors: Legisla- tive and regulatory factors concerning em- ployment on and off reserve have unique implications for their contribution-based pensions. It was reported that this issue is often not well-understood, and that many of these seniors are unaware that their monthly pension cheque may actually in- clude multiple benefits. As a result, Service Canada staff emphasized the importance of outreach and education so that current Indigenous workers have the information needed to plan for retirement. In addition to the complexity of the pen- sion programs, service delivery elements also pose barriers to many Indigenous elders. For example, it was reported that many Indigenous people, especially el- ders, find it stressful dealing with govern- ment, and are concerned that they will “get in trouble” if they make a mistake on forms. At the same time, it was reported that the bureaucratic and legal language in government forms makes reading and completing the information challenging. Those living in remote areas may not be able to travel the long distance to the nearest Service Canada Centre, and for the reasons noted above, may find it diffi- cult to use the phone line. It was reported that many Indigenous seniors in remote locations prefer the in-person services provided during scheduled outreach ses- sions. Similar to some Indigenous seniors, im- migrant seniors may also experience lan- guage and literacy barriers. Evaluation findings indicated that these seniors often rely on assistance from community agen- cies and adult children to complete ap- plication forms and understand pension programs. It was reported that seniors who have immigrated to Canada later in life, after contributing to pensions in their home countries, may be unaware of the International Social Security Agreements, and as a result, they may not be receiving pension benefits for which they would be eligible based on contributions made outside of Canada. Similar to Indigenous seniors, immigrant seniors may face mul- tiple barriers to accessing the information they require and receiving the full bene- fits to which they may be entitled. As was suggested for Indigenous seniors, Service Canada key informants suggested that ad- ditional outreach and education targeting immigrant seniors groups may be an im- portant service. As one evaluation notes, approximately one quarter of seniors in Canada live in rural areas and small towns, so they may be more vulnerable than younger popu- lations to barriers associated with living in rural/remote locations. According to another evaluation, these barriers include the difficulty of accessing in-person servic- es which may be located in another town, having limited access to the Internet, and even limited access to banking facilities. Even during scheduled outreach sessions to more remote areas, it was reported that unstable Internet access has interfered with the ability to provide information and services to clients. It was also report- ed that in some remote locations there are no banks or ATMs, thus raising the possi- bility that mandatory direct deposit may pose challenges for some. Several of the barriers identified here such as literacy issues, language and cul- tural barriers, limited Internet/computer access, could also impact non-senior pop- ulations. Research suggests that citizen expectations’ of service support varies de- pending on the nature of the interaction (e.g., seeking information versus trying to resolve a problem). The responsibility and accountability associated with providing service to citi- zens varies from that of serving custom- ers and clients. (While there may be simi- larities between citizen-centred service and customer satisfaction, they are not the same. For more on this distinction see Henry Mintzberg “Managing Govern- ment, Governing Management”, Harvard Business Review Reprint No. 96306.) The inherent distinction being that citizens have a right to specified services from their governments; whereas, customers and clients of private and other organiza- tions have different relationships and re- lated expectations. Currently, Employment and Social De- velopment is undertaking a significant transformative agenda rethinking its ser- vice delivery, including: design, meeting clients’ expectations, innovation, collabo- ration with external partners, and lever- aging technology solutions. This agenda is informed by input from employees, private sector expertise, direct citizen engagement, co-design and prototype options. While these efforts may be re- sponsive to many client needs, findings highlighted in this article suggest that the increasing use of electronic government services could have the unintended result of making it more difficult for vulnerable groups already experiencing challenges to easily and effectively access services they need and to which, as citizens, they are entitled. In that context, work has been initiated with NGOs, clients and staff to identify barriers for those using digital services, and to co-develop service deliv- ery solutions — both digital and updated non-digital processes. Finally, results from a current evaluation of service delivery via in-person, telephone and online chan- nels will inform further changes so that all citizens are effectively served. C hristine M inas is Director of Evaluation, Employment and Social Development Canada and L isa C omeau is Evaluator, Employment and Social Development Canada. The views ex- pressed in this article are those of the authors and do not necessarily reflect the opinion of Employment and Social Development Canada or of the Govern- ment of Canada. Service Delivery