Helping our government better serve Canadians

Government departments play a critical role in the daily lives of citizens; however, Canadians' expectations for service delivery are rising. Therefore, government departments are facing the need to improve the efficiency, quality, and experience of the services they provide to citizens. McKinsey supports the civil service on some of its most important projects, from physical and digital infrastructure projects designed to increase productivity to leading innovation intended to bring Canada to the global forefront. To these partnerships, we bring our unique global experience, assets, and insights to help government departments improve the accessible delivery of benefits and services to all Canadians. We also emphasize capability building as core to any partnership to help the Canadian public sector build the long-term capabilities needed to continue to innovate and deliver.

A government department was looking to make important public benefits and services more accessible and easier to access for Canadians.

McKinsey was engaged by the department to help design and develop a solution for citizens to assist them in learning about and accessing these benefits all in one place.

• In collaboration with agency staff and with a focus on capability building, we conducted extensive user research to understand the needs of this specific population. We used this to inform the design of a centralized, simplified experience for Canadians.
• We helped build the department’s capabilities and guided our clients and their teams to define and deliver on an end-user solution that improves access to services that Canadians receive.

In a matter of months, the solution was in the market, coast to coast, and more citizens were able to understand and access their benefits. The agency staff were equipped with new tools and processes to deliver future solutions.