Modernizing the Policy on Service and Digital
Resetting policy for a digital future
The Office of the Chief Information Officer (OCIO) at Treasury Board of Canada Secretariat (TBS) is modernizing the Policy on Service and Digital (PSD). This reset is a whole-of-government shift in how government programs and services are designed and delivered and better aligned to outcomes.
Why change is needed
Canadians expect government programs and services that are simple, secure, and easy to use. But too often, outdated systems and rules make programs and services harder to deliver and harder for people to access.
The reset of the PSD is about changing that. It will:
- build stronger digital foundations: Modern digital infrastructure is the backbone of great programs and services. Updating the behind-the-scenes systems will connect departments and make programs and services work seamlessly together.
- focus on outcomes, not process: By reducing red tape, the reset will shift attention from rules and procedures to what really matters: delivering real results for people, departments, and society.
- lay a foundation for the future: Modernizing our digital policy means Canada maintains control over the data, technology, and talent that power our programs and services, so they remain trustworthy, resilient, and reflect Canadian values.
The reset is about more than updating policy. It’s about building a government that delivers better programs and services today and is ready for tomorrow.
About the Policy on Service and Digital
The PSD is the Government of Canada’s main policy for how programs and services are designed and delivered. It sets expectations for departments on everything from client experience to digital infrastructure, so that programs and services work better for people.
The reset is focused on:
- simple, secure, easy-to-use programs and services for Canadians
- stronger digital foundations so government systems work together
- better outcomes by reducing red tape and focusing on results
- a future-ready policy that protects Canada’s control over its data, technology, and talent
The reset is more than a policy update. It’s about creating a digital government that works for today and is ready for tomorrow.
Engagement highlights
Since , we conducted extensive engagement sessions across the Government of Canada: just under 70 sessions with departments (including TBS), all the provinces and territories, and presented at 11 governance committees.
We will be distilling this feedback and results from the review, and begin drafting the renewed policy in December, followed by more consultations on draft language in the new year.
While this won’t be the last iteration of the policy, it marks an important shift towards greater focus, simplicity and accountability in how we govern digital across government.
Additional readings
Enterprise health approach
Service design and service management
- The Service Org – How to deliver and lead successful services, sustainably (Kate Tarling) (English only)
- The Service Org – Defining services (Kate Tarling and Matti Keltanen) (English only)
- Good Services: How to design services that work (Lou Downe) (English only)
- The Service Org – Service outcomes and measurement (Kate Tarling) (English only)
- The Service Health Check: A Four-Question Approach (Ayesha Moarif) (English only)
Government digital transformation and platforms
- Recoding America: Why Government Is Failing in the Digital Age and How We Can Do Better (Jennifer Pahlka) (English only)
- Platformland: An anatomy of next-generation public services (Richard Pope) (English only)
- Kill It with Fire: Manage Aging Computer Systems (and Future-Proof Modern Ones) (Marianne Bellotti) (English only)
Public service theory, policy and critique
- Medium - Beyond “Efficiency”: What Critics Misunderstand About Public Service (Hillary Hartley) (English only)
- Administrative Burden: Policymaking by Other Means (Pamela Herd & Donald P. Moynihan) (Available by subscription in English only)
Digital Public Infrastructure (DPI)
- Digital Public Infrastructure: a framework for conceptualisation and measurement (David Eaves and Krisstina Rao) (English only)
- United Nations Development Programme - The DPI Approach: A Playbook (English only)
- Webinar: How Does the Federal Budget Approach Digital Nation-Building? (Code for Canada) (English only)
Agile
- Pipka.org - Building agile and adaptive public institutions: insights and observations (Pia Andrews) (English only)
- Federal Field Notes - Move fast, stay safe: A strategy for agile teams in enterprise orgs (Paul Craig) (English only)
- Federal Field Notes - For the love of God, hire a Designer and a Product Manager (Paul Craig) (English Only)
- Creating an agile working environment – Service Manual (GOV.UK) (English only)
Latest news
Stay tuned
Keep checking the page for updates. For more information, please reach out to: PSDReset-PSNreinitialisee@tbs-sct.gc.ca.