CRA automates tax returns
Last year, the Canada Revenue Agency rolled out a pilot program that allowed chartered accountants and professional tax preparers to...
Putting citizens first: Why is it so hard?
There's a lot of noise out there about digital government. Yet there's a gap between the expectations of citizens and...
Online awareness: Key to improving government services
Somewhat surprisingly in light of ongoing budget constraints at all levels of government, the latest iteration of the Citizens First...
Keeping pace: Technology’s challenge to government service delivery
New technology and the move to mobile are transforming the way local governments serve and engage citizens. Municipal websites that...
The evolution of service delivery
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Adobe encourages cloud solutions
Adobe is encouraging public sector organizations to take a big leap into the cloud. At its Digital Government Assembly in...
Battling the complexity of a kludgeocracy
Stephen Teles from Johns Hopkins University has coined the term “kludgeocracy” to describe the policy (and resulting program) complexity that...
Designing for the individual
There are many reasons why governments should move to a citizen "outside-in" approach (as GTEC calls it) to service delivery....
Five trends shaping the integration of services
Governments around the world are integrating services as a means of improving the capacity and effectiveness of their social support...
Service delivery: Lessons from NZ
The New Zealand government and public service went through major reforms from 1986-1994. Some work has been done to find...