E-government promises efficiency, accessibility, and transparency. But too often, the systems designed to simplify public services end up frustrating or excluding the very people they’re meant to help.
Common Flaws We See
Clunky interfaces: Complex menus, confusing navigation, and broken links that waste time.
Accessibility gaps: Forms and portals that don’t meet accessibility standards or fail screen readers.
Account overload: Multiple logins for different services, with no single sign-on.
“Digital only” traps: Services moved fully online without alternatives for people with low connectivity or low digital literacy.
Outdated systems: Platforms that crash under demand (think vaccine bookings, benefit applications).
Language barriers: Limited multilingual support, leaving newcomers behind.
Canadian Context
CRA and Service Canada: Sites are better than they once were, but still confusing for many seniors and newcomers.
Provincial health portals: Uneven design across provinces — some streamlined, others hard to use even for tech-savvy users.
Municipal services: Building permits, licensing, and local forms often live on outdated, inaccessible websites.
Pandemic response: Online booking systems exposed weaknesses in scalability, accessibility, and design under pressure.
The Challenges
Procurement culture: Governments often contract large vendors with little flexibility or user testing.
Silos: Agencies build their own systems without coordination, leaving citizens juggling multiple platforms.
Short-term thinking: Design focuses on meeting deadlines rather than long-term usability.
Digital divide: Assumes everyone has equal internet access, devices, and literacy.
The Opportunities
User-first design: Test with real citizens, not just internal staff.
Universal access: Keep phone, in-person, and mail options alongside digital services.
Single sign-on: One secure account across government levels and services.
Open-source and modular systems: Reduce costs and improve adaptability.
Feedback loops: Continuous citizen feedback, not just once-per-decade overhauls.
The Bigger Picture
When e-government systems are poorly designed, they don’t just waste time — they erode trust. For many, government websites are the most frequent contact with the state. If that door is broken, the relationship suffers.
The Question
What would it take for Canada to adopt a “citizen experience standard” — where every government digital service must be tested and approved by the people who will actually use it?
Design Flaws in e-Government Systems
When Digital Government Trips Over Its Own Feet
E-government promises efficiency, accessibility, and transparency. But too often, the systems designed to simplify public services end up frustrating or excluding the very people they’re meant to help.
Common Flaws We See
Canadian Context
The Challenges
The Opportunities
The Bigger Picture
When e-government systems are poorly designed, they don’t just waste time — they erode trust. For many, government websites are the most frequent contact with the state. If that door is broken, the relationship suffers.
The Question
What would it take for Canada to adopt a “citizen experience standard” — where every government digital service must be tested and approved by the people who will actually use it?