Citizens First 2026: Public Services in a Modern Era (RESERVE YOUR COPY)
DIGITAL SERVICES AND EMERGING TECHNOLOGIES: Where citizens are now
Digital service delivery has become the foundation of how Canadians access government. Citizens First 2026 reflects this reality and will include an enhanced focus on established digital platforms and emerging technologies like AI-powered services, mobile applications, and digital wallets.
As governments accelerate digital transformation, this study will explore whether online services are delivering on the promise of accessibility, efficiency, and trust. The research is designed to offer actionable insights into what works, what doesn’t, and improvements that will be critical to meeting evolving citizen needs.
This report will provide a detailed report providing an analysis of whether citizens can meaningfully access digital services and are these services delivering the results as designed.
Since 1998, this research has served as the benchmark for public service delivery across Canada, providing the critical intelligence governments need to:
- Understand citizen experiences/expectations;
- Track and examine satisfaction;
- Identify priority improvement areas; and
- Get ahead of emerging trends and opportunities.
The next phase in this research series introduces a modernized study approach while preserving key indicators and metrics to ensure year-over-year consistency and comparability.
DIGITAL SERVICES AND EMERGING TECHNOLOGIES: Where citizens are now
Digital service delivery has become the foundation of how Canadians access government. Citizens First 2026 reflects this reality and will include an enhanced focus on established digital platforms and emerging technologies like AI-powered services, mobile applications, and digital wallets.
As governments accelerate digital transformation, this study will explore whether online services are delivering on the promise of accessibility, efficiency, and trust. The research is designed to offer actionable insights into what works, what doesn’t, and improvements that will be critical to meeting evolving citizen needs.
The study’s expanded digital focus areas include:
Appropriateness: whether citizens can meaningfully access and use digital services
- Awareness & Adoption – Do Canadians know what's available and how to use it?
- Accessibility & Inclusivity – Do platforms serve people with disabilities, low digital literacy, or limited connectivity?
- Omnichannel Integration – How effectively do digital options work alongside traditional in-person and phone-based services?
- Personalization & Proactive Services – Are services tailored to individual circumstances?
- Digital Literacy & Support – Do citizens have the resources to navigate government platforms confidently?
Effectiveness: whether digital services deliver results as designed
- User Experience & Navigation – Are platforms intuitive and efficient?
- Timeliness & Responsiveness – Do digital channels resolve service requests effectively?
- Privacy & Data Security – How comfortable are Canadians sharing personal information online?
- Trust & Transparency – Does digital engagement strengthen or erode public confidence in government institutions?
By analyzing these essential dimensions, Citizens First 2026 will equip public sector leaders with evidence-based insights to align digital strategies with citizen expectations, ensuring that technological advancements translate into tangible service improvements.
