Skip to main content Skip to Footer


Making the personal possible

Innovating Canada’s social services through emerging technologies and human centered-design


Demands on social services agencies are growing more complex, with shifting demographics pressurising agencies that are already stretched. The needs of Canadian citizens, meanwhile, continue to evolve—they expect digital self-service channels to meet their basic demands, and personalised care when it matters most.

Canada’s social services agencies have proven resilient to tough challenges before, but many acknowledge that new forces demand a fundamental rethink of the operating model: from reactive and transactional to proactive and preventative.

This transition requires technology and people to be used in very different ways. To better understand how, we surveyed technology leaders in social services agencies in nine countries (Australia, Finland, France, Germany, Japan, Norway, Singapore, the United Kingdom and the United States).

We found that not only are emerging technologies helping agencies to deliver new innovative services, they are freeing up the workforce to focus on the greatest needs of Canadian citizens.

Norwegian Labour & Welfare Administration

Client perspective

Better, bespoke

Torbjørn Larsen, CIO, NAV (Norwegian Labour & Welfare Administration), on how data helps social security agencies to leave behind their traditional one-size-fits-all approach:


Client perspective

Better by design

Andrew Besford, formerly head of Business Design at DWP and now at the Government Digital Service, explores what it takes to transform a vast government department into a modern, citizen-first operation:

Industry experts

Rainer Binder

Rainer Binder

Managing Director
Employment and Social Services Lead, Global

Twitter LinkedIn Mail to Rainer Binder. This opens a new window.
Joel Marchildon

Joel Marchildon

Human Services Lead, Canada

Twitter LinkedIn Mail to Joel Marchildon. This opens a new window.

Join the conversation