For many Canadians, the first step in accessing healthcare, benefits, or civic information is a government website. But too often, these sites feel like mazes — with confusing menus, unclear instructions, and forms buried several clicks deep.
Common Navigation Headaches
Too many portals: Tax, healthcare, immigration, employment — each has its own log-in and layout.
Broken paths: Dead links, outdated information, and inconsistent navigation between levels of government.
Overload of options: Drop-downs with dozens of categories, acronyms, and insider jargon.
Mobile unfriendly: Sites that work on desktops but fail on phones — even though mobile is the primary device for many.
Login fatigue: Multiple usernames, passwords, and two-factor systems across services.
Canadian Context
CRA & My Service Canada: Known for complexity — especially during tax season or benefit applications.
Provincial healthcare portals: Some provinces offer streamlined systems, while others leave users juggling multiple sites.
Municipal services: Property taxes, permits, and recreation bookings often live on clunky or outdated sites.
Pandemic lessons: Vaccine booking portals showed how design flaws create bottlenecks under pressure.
The Challenges
Siloed design: Each department builds its own site, with little integration or shared standards.
Technical language: Citizens must “speak bureaucracy” to find what they need.
Accessibility gaps: Not all sites meet WCAG accessibility standards.
Digital exclusion: Those without strong literacy or digital skills struggle most.
The Opportunities
Unified portals: Move toward single-entry systems with one login for multiple services.
Plain language: Replace jargon with citizen-friendly terms.
Search that works: Smarter site search and guided navigation, like “wizards” that ask questions and direct users.
Mobile-first design: Build for phones and tablets by default.
User testing: Include seniors, newcomers, and people with disabilities in trials.
The Bigger Picture
Government websites aren’t just tools — they are public infrastructure. If they are hard to navigate, citizens may lose trust in the very institutions behind them.
The Question
Should Canada move toward a single national digital gateway where all government services (federal, provincial, municipal) can be accessed through one clear, accessible portal?
Navigating Government Websites and Portals
The Digital Front Door to Public Services
For many Canadians, the first step in accessing healthcare, benefits, or civic information is a government website. But too often, these sites feel like mazes — with confusing menus, unclear instructions, and forms buried several clicks deep.
Common Navigation Headaches
Canadian Context
The Challenges
The Opportunities
The Bigger Picture
Government websites aren’t just tools — they are public infrastructure. If they are hard to navigate, citizens may lose trust in the very institutions behind them.
The Question
Should Canada move toward a single national digital gateway where all government services (federal, provincial, municipal) can be accessed through one clear, accessible portal?