Data for Impact Series/Enabling Data Driven Services

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New date:  September 28, 2023 | 1:30 pm to 2:30 pm (ET)

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• View the event description
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• From Patrick Venier (Service Canada):
• Service Canada Client Experience Survey 2021-22 overview: English | French

• From Jonathan Rath (Canada Revenue Agency):
• Presentation deck on Validation Testing Report: Bilingual (direct download)

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Speakers

Kate Poirier

Senior Director, Canada Digital Adoption Program, Innovation, Science and Economic Development Canada

As Senior Director with the Canada Digital Adoption Program (CDAP), Kate is passionate about helping businesses in Canada get a handle on their digital needs and adopt new technology to modernize their operations and keep growing.

Responsible for the program’s policy aspects and governance, Kate leads a data-driven team focused on continuously improving the user experience for businesses. She also leads CDAP’s communications and outreach efforts, building partnerships with organizations that support Canadian entrepreneurs.

With over 15 years experience leading communications and outreach initiatives, both in the private and public sectors, Kate is always looking to help businesses find the support they need to take it to the next level. As one of the founders behind the Government of Canada’s Business Benefits Finder she continues to seize every chance she gets to help businesses discover what government can do for them.

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Jonathan Rath; B.F.A., B.I.D.

Assistant Director, User Centred Design Division, Canada Revenue Agency

Jonathan Rath joined the Canada Revenue Agency 10 years ago and is currently the Assistant Director of the User Centred Design Division in the Public Affairs Branch. He leads a 40 person team made of 2 sections; the Data Usability Analytics team and the User Experience Research and Design team. Jonathan and his team work to improve the services that CRA offers to Canadians though project and process planning, strategic research, iterative design and user testing. They also provide post-launch testing to ensure that required key performance indicators are met.

In addition to his CRA duties, he is currently serving as the co-chair representing the Federal Government in the National Client Centric Services Design and Experience Community of Practice.

Prior to the CRA, Jonathan held a number of Director level roles in multiple high tech companies in user experience and analytics, marketing and communications design, both digital and print production, web design and engineering/IT roles, as well as running his own consulting business for a number of years. He also developed and taught multiple courses at Carleton University with topics ranging from Information Architecture, User Interface Design, Architectural Design and other related courses.

Patrick Venier

Senior Business Analyst, Client Feedback Centre of Expertise, Service Canada

Patrick is an experienced senior business analyst working in the Client Feedback Centre of Expertise, nestled within the Chief Client Experience Office at Employment and Social Development Canada (ESDC).

The Client Feedback team is responsible for the design, fieldwork and analysis of Client Experience (CX) research projects. Working in collaboration with colleagues from across the organization, Patrick and his colleagues lead important projects such as Service Canada’s CX Survey, Service channel feedback questionnaires; ESDC’s CX Data Collection Inventory; and other ad-hoc research efforts focused on understanding the service experience of its clients.

Patrick is passionate about improving service performance. His main area of interest is the use of data evidence to inform decision-making. Throughout his career, Patrick has championed service performance management to help drive tailored public service delivery models, aligning them with the ever-evolving needs of its users. Born and raised in Belgium, Patrick began his public service career as researcher before moving to influential roles in service strategy and planning in the Flemish ministry of employment services. He later led as executive secretary a global organization dedicated to improving public employment services delivery. Patrick travelled around the globe learning and sharing insights and best practices on service delivery. His travels eventually led him to Canada, where he decided to join the federal public service. He has contributed his expertise in various service-related roles in the departments of Immigration Refugees, Citizenship Canada and Women and Gender Equality Canada.

Patrick holds a Master’s degree in Economics from the University of Ghent. Although he still loves making elaborate travel plans, he has also learned to embrace Canadian winters through cross-country skiing. As a devoted soccer dad, he enthusiastically cheers for his son's team, showcasing his unwavering commitment to both family and excellence in equal measure.

Moderator

Christine Lau

Acting Director, Data and Digital Policy, Treasury Board of Canada Secretariat

Christine Lau is the acting Director for Service Policy team within Treasury Board Secretariat's Office of the Chief Information Officer branch. Christine has over 20 years of experience in the federal government. She currently leads the team rethinking how we measure service performance and helping departments and agencies improve service capacity. Prior to joining TBS, Christine has served in a variety of roles at Immigration, Refugees and Citizenship Canada, Employment and Social Development Canada and Environment and Climate Change Canada in the areas of corporate planning and reporting, management accountability, internal services, program evaluation, and project management.

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