Nortal survey exposes critical gaps in Canada’s digital public services, underscoring need for urgent action and innovation
- The majority of (70%) Canadians want fully digital public services, and 87% expect this within the next two years
- The average Canadian spent 28 hours engaging with government services in the last year, equivalent to 99,000 years of lost time annually
- Younger generations are most critical of government service, with 16% of Gen Z dissatisfied
- 48% of all Canadians cite security and privacy concerns as their biggest fear in the shift to digital public services
VANCOUVER, British Columbia–(BUSINESS WIRE)–A resounding call for faster and simpler digital public services has emerged from Canadians, as new research reveals that respondents each spent an average of 28 hours engaging government services in the last year, equivalent to an astonishing 99,000 years of lost time for citizens. The data, published today by Nortal, the strategic innovation and technology company renowned for its transformation of e-Estonia, shows that 70% of Canadian respondents want the government to deliver a fully digital suite of public services, and of those, 87% expect this shift to happen within the next two years.
As more consumers today expect the usability of their services to be on par with the offerings of major private sector companies like Uber, Netflix, or Amazon – the same can be said for government services as well: 45% of respondents want the same time-saving features and 40% want to see greater simplicity.
Forty-four percent of overall respondents are also more willing to share their private data with a government agency in exchange for personalized digital services, though this varies across generations, with Gen Z (53%) and Millennials (54%) the most willing vs. 34% of Baby Boomers and 38% of the Silent Generation. That willingness is dependent on understanding several key points, however: visibility into exactly what would improve by granting access to their data (53%), how and by what entitles the information would be used (52%), and only if they could control access altogether (49%). Out of the 36% of Canadian respondents that refuse to share more private data with a government agency in exchange for personalized digital service, privacy concerns (50%) and lack of trust in how the data is used (44%) and shared (42%) were cited as key reasons for concern.
“The recent findings underscore a critical juncture for Canadian public services,” said Darren Hedges, VP of Nortal Canada. “Canadians expect and deserve digital-first solutions that are not only efficient but also comprehensive, seamless, and tailored to their individual needs. To get there will require a robust overhaul of digital infrastructures and a strategic rethinking of service delivery to eliminate redundancies, reduce wait times, and successfully enhance user experiences.”
Trust also remains a key barrier to the adoption of digital public services overall. Nearly half (48%) of respondents cite security and privacy concerns as their biggest fear in the shift to digital. Additionally, 29% say they lack the confidence in the government’s capacity to actually deliver digital public services in the near future, and another 43% believe the state cannot achieve the same level of digitalization as private sector companies altogether.
“To regain public trust and deliver the digital services Canadians expect, the government must prioritize data security and privacy while demonstrating the tangible benefits of digital transformation for citizens,” commented Hedges. “By investing in robust cybersecurity measures, being transparent about data usage, and creating intuitive user experiences that rival the best private sector offerings, the government can build a more responsive, efficient, and equitable model that meets the evolving needs of Canadians in the digital age.”
Hedges added, “Innovating doesn’t mean solutions need to be high-tech and complex for the user. As the government lays the groundwork for more personalized and proactive services, it must prioritize accessibility, inclusivity, and user-friendliness to ensure that no Canadian is left behind in the digital transformation of public services, and Nortal is actively working with government agencies to realize this path.”
About Nortal
Nortal is a strategic innovation and technology company with an unparalleled track-record of delivering successful transformation projects for over 20 years. Having offices in Europe, the Middle East, and in North America, we are close to our customers while backed by a vast global talent pool of more than 2000 people. www.nortal.com
Methodology
The research was conducted by Censuswide with 2,001 nationally representative consumers across Canada (16+), between 15.03.2024 – 19.03.2024. Censuswide abide by and employ members of the Market Research Society which is based on the ESOMAR principles and are members of The British Polling Council.
The focus on digital public services, encompasses activities such as accessing benefits, filing taxes, and registering for permits. A fully digital public service was likened to the seamless digital experiences offered by private sector entities like Uber, DoorDash, and Netflix. This entails services devoid of physical visits or paper forms, tailored to individual needs, and accessible with the click of a button.
The figure – 99,000 years – was calculated using the UN, Department of Economic and Social Affairs, Population Division. World Population Prospects: The 2019 Revision, which found the number of people aged 16+ in Canada was 31,081,731
Contacts
Nicole Sullivan
Gregory FCA
[email protected]
