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Project Background


Historical Setting
The Government of Canada has always demonstrated a firm resolve to provide quality services for all Canadians. Yet a 1997 study on citizen satisfaction (Faye and Strickland, 1998) found a high level of dissatisfaction among Canadians with the public services provided by the federal government. The main complaint was difficulty in accessing services (44%), while 25% said they did not even know where to find the service they needed. Meanwhile many government departments were trying forms for electronic services or one-stop centres, but these fragmented and scattered attempts to modernize the delivery of public services reached few, if any, people.