More than 3,000 Canadians weighed in on issues related to the
convenience, cost and control of eservices
TORONTO, June 27, 2012 /CNW/ - Canadian governments, at all levels, are
introducing or have already implemented austerity measures to reduce
expenditures and a new PwC report finds that Canadians want government to also provide them with
cost-effective and convenient electronic services (eservices). Citizen Compass, an online initiative undertaken by PwC to gather and measure the views
of citizens on emerging public policy issues, shows that the next
generation of eservices must accommodate the lives of Canadians, while
meeting their expectations for quality customer service.
What do Canadians want from government eservice delivery?
Three key themes emerged from more than 3,000 Canadian participants:
Convenience. As Canadians become busier and technology makes their lives more
fast-paced, they're looking for convenience:
Cost. Canadians won't pay for eservices, but they'll pay to jump the line:
Sixty-two per cent of respondents are supportive of the idea of having a
single identity card.
More than 80% of Canadians like the idea of receiving automatic
notifications about available government services.
Canadians are willing to use technology to renew government photo ID
with 65% interested in taking their own photos and submitting them
electronically to renew their driver's license, health card, or
Control. Canadians are willing to share information, but they expect information
to be protected:
Nineteen per cent of Canadians are willing to pay more to skip the line
and receive their IDs more quickly.
More than half (56%) of those willing to pay to skip the line are
prepared to pay twice the fee.
A quarter of Canadians will pay a convenience fee for online ID renewal
- for services they're familiar with.
With new technology, Canadians respondents said they are often wary of
information security threats, but when presented with a more convenient
option, they're willing to make trade-offs.
While Canadians said they are willing to share information, they expect
information to be protected. They hold federal and provincial
governments to the same high standards of accountability that they hold
private institutions such as banks and credit card companies.
"Canadians are asking why government can't provide the same level of
customer service experience online as banks or retailers," says Michael
Jordan, Public Sector and Government Services partner for PwC Canada.
"This pressure is on for governments to look at how they deliver
eservices to meet Canadians' demands while reducing costs."
He continues, "Success for the next wave of eservices will rely on
innovative techniques. Governments are exploring the challenges
associated with mobilizing electronic channels to reduce costs while
also enhancing the eservice experience, and at the same time, building
awareness and maintaining the public's trust in government."
The research for Citizen Compass was conducted through a 'Choicebook',
which took a randomly selected group of 3,147 Canadian respondents
through an interactive online experience where they learned about
government eservices and explored questions related to the issues. The
second stage of the engagement process was the "Idea Forum", where
participants were given the opportunity to submit their ideas on what
eservices they would like to have now and in the future. The results
are based on more than 3,000 respondents from across the country.
To obtain a copy of the report, click here: www.pwc.com/ca/citizencompass. A copy of the report is also available from the media contacts.
Follow the conversation on Twitter at #gov4ppl. Follow PwC on Twitter at @PwC_Canada_LLP and on Facebook at http://www.facebook.com/pwccanada.
About PwC Canada
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© 2012 PricewaterhouseCoopers LLP, an Ontario limited liability
partnership. All rights reserved.
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PDF available at: http://stream1.newswire.ca/media/2012/06/27/20120627_C4554_DOC_EN_15779.pdf
PDF available at: http://stream1.newswire.ca/media/2012/06/27/20120627_C4554_DOC_EN_15780.pdf
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