Modernizing Contact Centres as an Enterprise Service

The Government of Canada operates dozens of contact centres that are critical to delivering services to Canadians. Many of these environments were aging, fragmented, and not designed to scale with evolving demand or expectations.

As Director General at Shared Services Canada, I led the enterprise Contact Centre as a Service (CCaaS) transformation, establishing a path toward modern, cloud-based contact centre capabilities across government. This included shaping the enterprise procurement approach, aligning requirements across major departments and putting in place the governance structures needed to support an enterprise solution.

The challenge was not only technical. Departments had different operational needs and timelines. My role was to bring those perspectives together into a coherent enterprise approach while maintaining momentum and trust.

We established common enterprise requirements, advanced the procurement process, and created the foundation for scalable, secure, and more adaptable contact centre services. In parallel, we ensured continuity of operations by extending existing services and preparing departments for migration.

Why it matters

Modern contact centres are not just operational platforms — they are a primary interface between government and citizens. Establishing an enterprise approach improves consistency, resilience, and the ability to evolve services in line with citizen expectations.