No Wrong Door: Building a Unified Experience for Citizens

In this keynote, Hayden Lansdell, Associate Deputy Minister & Government Chief Information Officer, Connected Services BC – Ministry of Citizens’ Services, Government of British Columbia, presents a compelling vision for transforming public service delivery centered on inclusion and citizen trust. He shares that while creating individual digital services is no longer enough, the true imperative is to build a unified, seamless experience where no matter how a citizen interacts with government, they encounter a single, supportive system.

Hayden emphasizes that inclusion is foundational to this "No Wrong Door" approach. This means proactively designing services using research like that from the Anti-Racism Data Act, ensuring digital tools respect the data sovereignty of Indigenous governments, and guaranteeing accessibility across languages and needs. The goal is to move beyond making people "project managers of their own crises" and instead create connected service bundles—for life events like parenting, starting a business, or fleeing a wildfire—that work cohesively behind the scenes.

For Canadian public sector professionals, the session underscores that building trust requires dismantling silos. It champions a shift from distributed, ministry-centric IT to a centralized Connected Services BC model focused on end-to-end citizen journeys. This thought leadership positions inclusion not as an add-on, but as the critical lens for redesigning sustainable, efficient, and trustworthy services that work for everyone.

Conclusion:
Hayden leaves the audience with a clear call to action: to make the citizen's holistic experience the unwavering north star. By relentlessly focusing on creating trusted, inclusive, and connected service experiences, the public sector can rebuild essential trust and deliver the seamless, dignified support all citizens deserve.