Let's Chat: Transforming Service Delivery for Citizens

What do citizens actually expect from government services today, and where are we still falling short?

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In this interview, Wendy MacDermott, Chief Experience Officer with the Department of Social Development, Government of New Brunswick, digs into what it really takes to transform service delivery—from designing services around real people (not organizational charts) to navigating legacy systems, digital modernization, and trust. She reflects on why technology alone isn’t enough, how frontline teams shape better outcomes, and what “good” service should feel like for citizens in the years ahead.

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Tahleia Bishop Marketing Manager

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