It’s time to fix how Canada delivers citizen services

You can’t modernize public service by simply digitizing outdated processes. It's time for performance reform: service design that starts with the citizen and measures success by outcomes, not inputs.

Prime Minister Mark Carney's new government has made modernization a core mission. Citizens expect their government to deliver service the way they experience it elsewhere: personalized, efficient, accountable, and human, writes Michael Wilson.The Hill Times photograph by Andrew Meade

Opinion

BY MICHAEL WILSON

November 17, 2025

Canadians are losing patience with the old way of doing things in government.

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