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Public-Public Collaborations

Integrating multiple information service channels (Canada)

Service Canada


Launched in 1999, Service Canada was an experimental project designed to improve the accessibility and quality of government services for citizens. The project rested on the idea of integrating existing information services: the 1-800-O-Canada phone line for inquiries, the Canadian Web site, and in-person access centers. The main challenge in this project was its attempt to encompass the thousands of services offered by government departments and agencies through transparent links. Service Canada was sponsored by the Treasury Board of Canada Secretariat and developed through agreements with various departments and agencies and coordinated by a multi-agency committee. It set up 122 access centers, overhauled the Canadian Web site, and classified services in an improved database underlying 1-800-O-Canada.