Shaping the Government of Canada’s Early Generative AI Direction

Contact centres are a critical part of how government delivers services to Canadians. As Director General at Shared Services Canada, I lead the move toward a more modern, enterprise approach to contact centre services.

This included shaping a path toward cloud-based capabilities, aligning major partner departments around common requirements, and helping establish the governance needed to support a more coordinated model over time.

The work involved balancing different operational realities across organizations while maintaining focus on continuity, modernization, and long-term scalability.

Why it matters

Modern contact centres are one of the most visible points of service to Canadians. An enterprise approach supports greater consistency, resilience, and the ability to evolve services over time.