2.2. Client Centric Name: Client-Centric Statement: Deliver high-quality, timely and accurate services that are responsive to current and emerging client needs and to continue to innovate and meet new standards of excellence. Rationale: • Clients expect seamless access to a suite of integrated programs and services based on their individual needs and abilities. Implications: • Services must be built around client needs • Clients must be provided with a “one-stop service” that is simple and intuitive. • Client and employee feedback data must be collected and analyzed to improve services and inform implementation. • Clients are able to determine their level of engagement with the government and/or department as permitted by legislation, public policy and program policy • Services must be delivered across multiple channels using modern architectures. • Where appropriate, clients are directed into lower cost channels. • Service levels must be defined for client services provided. • Services must be measured to improve performance. • A cross-government strategy must be built for common citizen and business data sets (e.g. name, address) and common client applications (e.g. authentication, payments, notifications). • Services should be accessible by the client at anytime, anywhere and on any device. References: • ESDC Service Strategy • The OASIS Transformational Government Framework, Guiding Principles • Digital Services Playbook - from the U.S. Digital Service • DFO PRN_ARC_02: Citizen centered service