Digital services modernization study. : Rv4-127/2019E-PDF

"With the adoption of digital services by the Government of Canada, there is a clear objective that departments and agencies focus on the citizen experience to increase satisfaction with, and use of, these services. Previous public opinion research had given CRA a clear understanding as to why clients want specific digital services. This research was intended to help CRA understand how to design and deliver these services to best meet clients’ needs and preferences. More specifically, the research was designed to help clarify preferences and expectations regarding potential new digital services in the following areas: status updates, electronic notifications, and online communication channels for enquiries or assistance"--Final report, page 1.

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publications.gc.ca/pub?id=9.869921&sl=1

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