Key result 1 Websites and services are consistent, and easy to find, use and understand.
Why this matters
We asked New Brunswickers in a 2021 survey, “How could the government improve its online services?” 82% of respondents had something to say! The top two hopes were: make the website more user-friendly and accessible (easier to find, navigate, use, and understand); and more services/options available online (payment options, book appointments, etc.).
How we’ll do it
Create a Digital Service Standard
Consistent online service delivery across government, as you have come to expect from other service providers.
Move towards “One front door”
Find the services you need quickly and easily regardless of which departments provide them. No more guesswork!
Move towards “Tell us once”
We are working towards the goal that you won’t have to repeat your information each time you come. It is complex to execute so it will take time.
How we’ll measure progress
A key performance indicator: Creation of a Digital Service Standard
Key result 2 Phone or laptop, online or in person, you will be able to get service however you like to receive it.
Why this matters
Digital has changed our world. Nine in ten Canadians has a smart device in their hand. New Brunswickers live, work, learn, and play online. You can go online and quickly find services and products from around the world, so you want the same convenience when you seek online services from your government.
How we’ll do it
Expand use of digital credentials
A simple, secure way that you (and only you) can log in to your government services and information. It will be open; transparent; reusable; user-centric; inclusive and accessible; multilingual; secure and private; technologically neutral and compatible with data portability; administratively simple; able to preserve information; and effective and efficient.
Design for mobile first
We’ll design websites and services for mobile devices first, to ensure they are fully accessible on all devices.
Personalize services
We’ll work towards proactively offering information and services based on other services you use.
How we’ll measure progress
A key performance indicator: Government departments design all service webpages for mobile-first consumption
Key result 3 Citizens and businesses will have input when we design services.
Why this matters
Harnessing the power of digital is not just about straightforward transactions such as renewing drivers’ licenses and paying property tax online. We know that as New Brunswickers you come to government in many different roles at different times. New Brunswickers are parents, and children, and seniors. New Brunswickers are patients, and students, and employees, and voters. Digital NB 2.0 puts New Brunswickers with all your diverse life needs at the centre of what your government does to serve you. So we want you to see yourself in this plan – to see the benefits for you and your family, for your health and education, for your workplace or business, and for your community.
How we’ll do it
Design for people first
We’re centering the design of our services around what’s convenient for citizens and businesses, not government.
Provide barrier-free services
Services are inclusive by design, regardless of who provides them to you.
How we’ll measure progress
A key performance indicator: All new services are designed with citizen input and feedback
When we get there
Kabir
Kabir and his partner are looking forward to the birth of their child. When he and his partner register for a prenatal clinic using their digital credentials, the government website suggests for them a link to the Universal Newborn and Infant Hearing Screening Program and other information on newborn care. They click on the ones that seem most relevant to them, pleased to have the personalized suggestions.
Stephanie
Stephanie’s team in government is starting a new service, digitally first. They’ve had some training in innovation and understand the principles of designing in a way that is centred on citizens’ needs and convenience. This is the first time they have used the Digital Service Standard, though, and they are pleasantly surprised. Many design choices they thought they would have to work through using their new training are clearly laid out for them. They don’t have to build that time and effort into their project plan. Instead they can concentrate on the core opportunities and challenges of the design.