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Insights | Interviews | Digital Government & CX


LET'S TALK CLIENT-CENTRIC SERVICE DELIVERY: A Q&A WITH MIKE PALMER, CHIEF
INFORMATION OFFICER FROM CITY OF VICTORIA

At our recent Digital Government & CX Roadshow 2023, Mike Palmer, the Chief
Information Officer from City of Victoria shared his insights on Client-Centric
Service Delivery.

Kelly Zheng 14 November 2023

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At our recent Digital Government & CX Roadshow 2023, Mike Palmer, the Chief
Information Officer from City of Victoria shared his insights on: 

Client-Centric Service Delivery: How to invest in an end-to-end digital services
model that citizens can access 24 hours a day, 7-days a week

 * Assessing gaps in digital service experience and increasing availability and
   security of end-to-end online services
 * Using citizen feedback in designing and continuously improving service
   delivery
 * Identifying the needs of vulnerable populations and providing specific forms
   of support

We had the privilege to chat with Mike after the event to expand on the agenda
and dive deeper into client-centric service delivery.

Q1: How do you plan to ensure the accessibility and usability of these digital
services for individuals with varying levels of technological literacy or those
with limited access to technology?

To ensure digital services are accessible to individuals with different levels
of technological literacy, we implement user-friendly interfaces with clear
instructions. Additionally, we offer support channels like helpdesks and online
tutorials. For those with limited access to technology, we have partnerships
with local libraries and community centers that provide access to digital
services.

Q2: Could you elaborate on the methods used to gather citizen feedback and how
this feedback is effectively integrated into the continuous improvement of
service delivery?

Citizen feedback is gathered through multiple channels, including online
surveys, public forums, and direct communication with municipal staff. This
feedback is then analyzed and used to identify areas for improvement in service
delivery. For example, our website replacement project incorporated public and
staff surveys, and analytics to understand user needs.




Q3: What strategies are in place to guarantee the security and privacy of
sensitive information when providing these 24/7 digital services?

Security and privacy are paramount in our digital services. We implement 'secure
by design' principles in web applications, deploy sophisticated Endpoint
Protection Platforms, and maintain a Cyber Security Operation Centre for
continuous monitoring. Compliance with privacy legislation and regular security
audits are integral to our strategy.

Q4: Could you provide examples of successful implementation or case studies
where citizen feedback has directly influenced the enhancement of digital
service offerings?

A key example is our website replacement project. Based on public and staff
feedback, and website analytics, we redesigned the website to enhance user
experience, focusing on ease of performing tasks like paying parking tickets or
applying for permits.

Q5: How does the organization ensure that the digital services evolve in
parallel with technological advancements and changing user needs over time?

We continuously assess our digital maturity and align our strategies with
evolving technology trends. This involves regular stakeholder engagement,
technology trend analysis, and updating our digital roadmap to adapt to changing
user needs.

Q6: When considering the "end-to-end" service model, what steps are taken to
streamline or integrate various service components for a seamless user
experience?

To streamline various service components, we focus on integrating systems and
processes. This includes developing digital journey maps with customer-facing
departments and identifying opportunities to enhance user experience. An example
is our electronic permit application process, where we moved from partial to
full digital submissions, streamlining the experience for users.





Communities Technology & Transformation Region Canada
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Published by

Kelly Zheng Sr. Marketing Manager, Public Sector Network

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