Canadians expect the same intuitive, seamless experiences from government services that they encounter in the private sector. Unfortunately, according to Deloitte, customer satisfaction from digital government services is 21% behind the private sector.

Whether they’re applying for a grant, renewing a licence or accessing critical health or educational resources, residents want processes that are easy to navigate, personalised to their needs and available on-demand.

For the Canadian government, this presents both a challenge and an opportunity. At both the federal and provincial levels, hundreds of billions of dollars in grants and services are distributed annually, funding programmes to support everything from scientific research to affordable housing.

Programmes like the Scientific Research and Experimental Development Tax Incentive Programme alone deliver over $4 billion in tax credits annually. But behind this public investment lies a complex network of agencies, systems and touchpoints that can be difficult for citizens to navigate and for government to manage efficiently. For example, less than half of these programmes delivered by the Government of Canada are accessible via modern digital portals, resulting in inconsistent user experiences and paper-heavy workflows.

The challenges of legacy infrastructure.

Despite efforts to modernise, many departments still rely on outdated systems that hinder agility, transparency and scalability. These legacy tools create data silos, limit real-time insights and prevent the kind of personalised, responsive experiences Canadians expect.

Among the most pressing challenges:

• Fragmented systems with multiple platforms for different grants and services
• Limited visibility into citizen data, preventing a 360-degree view of needs and entitlements
• Inefficiencies and bottlenecks due to manual processes and slow integrations
• Security risks and compliance concerns, particularly around sensitive personal data
• Accessibility gaps that make it difficult for all Canadians to fully engage with available services

As a result, some citizens revert to paper-based, in-person transactions — undermining efforts to create a modern, digital government experience.

To overcome these barriers, Canadian public sector organisations need a cohesive, integrated platform that unifies data, automates workflows and delivers end-to-end digital experiences. This is where Adobe comes in.

Adobe’s role in Canadian government modernisation.

Adobe’s suite of digital experience solutions is uniquely positioned to support the Canadian public sector’s modernisation agenda. Built around the Adobe Experience Cloud, these tools empower agencies to transform how they engage with citizens — from initial application to final service delivery.

• Adobe Experience Manager enables the creation of dynamic, accessible digital experiences across web and mobile, tailored to user preferences and behaviours.
• Adobe Acrobat and Document Services replace paper-based processes with secure, efficient digital documentation — complete with forms, redaction and collaboration tools.
• Adobe Sign brings trusted electronic signatures to the forefront, enabling faster application processing and approvals without compromising compliance.
• Adobe Analytics provides deep insight into how constituents interact with services, helping agencies make data-driven decisions and optimise citizen journeys.

Together, these tools align with the platform approach needed to modernise service delivery in Canada. They support:

• Personalisation at scale to improve satisfaction and engagement
• Automation of repetitive tasks for increased operational efficiency
• Real-time data and insights to support better policy outcomes
• End-to-end security and governance that meets federal standards
• Accessibility-first design to serve all Canadians equitably

What sets Adobe apart is its ability to combine powerful digital tools within a cohesive, manageable platform — built with government-grade security, ease of integration and a relentless focus on user experience for all Canadians.

For Canadian agencies seeking to modernise their grants and services systems, Adobe delivers industry-leading accessibility features built into every experience, flexible cloud deployment options to meet unique government needs and proven success with governments around the world in delivering digital-first services.

A path forward for Canadian government.

Modern public service delivery isn’t just about new technology. It’s about rethinking the way government interacts with its people. Canadians deserve a system that is not only efficient but also intuitive, secure and equitable.

Adobe’s platform empowers Canadian agencies to meet this vision by streamlining operations, strengthening trust and delivering the kind of digital experiences citizens have come to expect.

By investing in Adobe’s digital experience solutions, Canada can move toward an experience-driven government — one that puts the citizen at the centre of every service.

Learn more about Adobe Government Solutions and how they modernise digital service delivery, optimise workforce productivity and drive mission outcomes.

Brian Chidester is the head of industry strategy for public sector at Adobe and the host of “The Government Huddle with Brian Chidester” podcast from GovExec. Chidester formerly served as the industry vice president for global public sector at Genesys. He also has held global public sector leadership roles with OpenText, Arrow ECS and S&P Global. Chidester holds a B.S. in Communications Studies from Liberty University. He is a board member for the University of South Florida — Muma College of Business, an advisor to the G20 Global Smart Cities Alliance at the World Economic Forum and a member of the Forbes Technology Council.

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