The development phase was a tremendous learning experience for the team as mentioned in its strategic business plan⁵ . It developed invaluable knowledge in terms of:

• The requirements for setting up an integrated multichannel network;
• The real need for one-stop service centres across Canada;
• The necessity of a citizen-focused approach;
• The need for close ties to GOL, the other initiative underway at the TBS;
• The importance of establishing a horizontal coordination mechanism to integrate policy, operations, and communication functions.

The team therefore embarked on a consolidation phase in the development of Service Canada, an innovative approach because it aims to create an integrated one-stop network with multiple channels for accessing government services, takes into consideration the fundamental differences among Canadians and provides customized solutions for each and every one.