Establishing a Federated Model for End-User Support

As Shared Services Canada expanded its portfolio of enterprise end-user services, it became clear that the support model needed to evolve alongside them. Existing approaches were increasingly fragmented across organizations and difficult to scale consistently.

In my current role, I designed and initiated a federated end-user support model intended to bring greater coherence to how support is delivered across the Government of Canada. The model integrates support across multiple levels, with an emphasis on self-service, automation, standardization, and clearer accountability.

A core principle is to preserve the role of departments while enabling stronger enterprise consistency. The work also introduces a common data and performance framework to support better visibility, improved decision-making, and more structured implementation over time.

The initiative is now in its early stages of validation and implementation planning.

Why it matters

As governments adopt more enterprise services, the support model must evolve with them. A federated approach creates a scalable foundation for more consistent, transparent, and continuously improving support.