Data for Impact Series/Enabling Data Driven Services

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Data for Impact Series: Enabling Data Driven Services

New date:  September 12, 2023 | 1:30 pm to 3:00 pm (ET)


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Speakers


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.




Catherine Francis

Catherine Francis

Director of the Client Feedback Centre of Expertise and the Office of Client Satisfaction, Employment and Social Development Canada

Catherine is the Director of the Client Feedback Centre of Expertise (CF CoE) and the Office for Client Satisfaction (OCS). Her team provides client experience (CX) data on service interactions with Service Canada.

The CoE is responsible for the design, fieldwork and analysis of CX research projects in collaboration with stakeholders from across the enterprise as reflected in the following activities:

  • Service Canada’s Client Experience (CX) Survey;
  • Service channel feedback questionnaires;
  • ESDC’s CX Data Collection Inventory; and
  • Ad-hoc CX research (for example qualitative CX research projects).

Originally from Northern Ontario, Catherine has used her skills as a communications specialist in the various roles she has fulfilled within her federal public service career. She has extensive experience in the fields of strategic communications, media relations and public outreach.

Catherine began her career as a research assistant, then policy analyst, through to a senior communications advisor and acting directorships of corporate and strategic communications. Before joining ESDC, Catherine has enjoyed working for the Australia High Commission in Ottawa, the Canadian Coast Guard and most notably, for the majority of her career, with Indigenous Services Canada.

Catherine worked on implementing communications strategies for several sensitive national public policy issues, including Indigenous Child and Family Services reform and legislation, Missing and Murdered Indigenous Women and Girls inquiry and the Indian Residential School agreement. Through these initiatives, she honed her collaborative work ethic of openness and flexibility to forge consensus and improve outcomes whilst considering a multitude of diverse perspectives in her decision-making.Catherine holds a Master’s degree in Anthropology from Carleton University. Catherine is a huge history buff and enjoys yoga, cross-country skiing and driving her children to hockey arenas around the NCR at all hours of the day (well, maybe the last part not quite so much).



Moderator

Christine Lau headshot

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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