IoG Digital Governance Forum

Rogers Business Forum sat down with Christopher Emery, Vice President of Digital Channels and Business Transformation at Rogers, to discuss the upcoming Digital Governance Forum presented by the Institute on Governance.

Can you tell us about yourself and your role with the Digital Governance Forum?

I am working with a team at Rogers to construct “on-line digital experiences” for our business customers. Essentially we are building websites that allow customers to learn about our service offerings and a portal that allows them to “self serve” once they are a customer. My role at the Digital Governance Forum is to learn from others, and share our experiences with others so they may learn as well.

For you, why is it important to join the conversation about digital adoption within, across & outside government?

We believe that sharing ideas and experiences for the purposes of learning and becoming a stronger Canada and building stronger Canadian businesses is a good thing. To the extent we can share our Rogers experiences with the public sector without tipping our hand too much about our strategy or business plans, we ought to do so. I am sure we will learn from them as well.

We believe that sharing ideas and experiences for the purposes of learning and becoming a stronger Canada and building stronger Canadian businesses is a good thing.

Workplace innovations enabled by digital technology, have generally not been adopted as quickly due to concerns about privacy and security. What are your thoughts on how agencies can build a culture of change around digital adoption?

It's true – privacy and security are top concerns for everyone using digital platforms. We have a two part role to play here as leaders. First it's up to us to seek out technologies and practices that preserve the privacy and security of our constituents and customers. We have to stay on top of trends and developments here and make the continued investments in privacy and security. It's not easy or inexpensive, but its comes with offering digital solutions. The second role we have is to educate and explain to all stakeholders what we are doing to preserve privacy and security.

As we look ahead, how can public servant skills and capacities be most effectively deployed in a digital public service?

One of the first steps in building a digital on-line experience is understanding, really understanding, what it is your customer wants to accomplish by undertaking the digital experience. There is a reason they are using the website, its to accomplish some “outcome”. I believe that the public servants do understand what it is their constituents want. I also think public servants know what the ideal experience for constituents. This should stand as a charter, a north star if you will, as the public sector is challenged with implementation.

One of the first steps in building a digital on-line experience is understanding, really understanding, what it is your customer wants to accomplish by undertaking the digital experience.

**

The third annual Digital Governance Forum will take place in Ottawa on May 30-31 and focus on “Framing Innovation: Westminster 2.0 in the Digital Age” exploring how public institutions can evolve the Westminster system, both its political and administrative institutions.

Click on the image below to register.