The purpose of Québec.ca is to replace some 800 websites with a single unified digital platform designed with the citizens needs in mind (not government’s). We try to focus on added value, internal mobilization and change management rather than the delivery of tech marvels. We are dealing with human behaviour and that is the real challenge. In this talk we’ll explore the main challenges of the Québec.ca project (internal vs external perspective). The difference between resistance to change and culture change (change is hard, even when everyone wants it). The difference between «thinking about users» and «being user centred» (observing users rather than asking for opinions). How to move forward : resilience and rigour (resistance is temporary, measuring is persuading)

1. Digital Transformation
a Human Journey.
Martin Boucher
Executive Director - Government Digital Communications
Government of Québec

2. Québec.ca
Launched in June 2018

5. The reaction

6. Flat
Sad
Boring
Cold
Not human
No personality
No photos
Not promotional

7. Flat
Sad
Boring
Cold
Not human
No personality
No photos
Not promotional
Internal Reaction

8. Easy to use
Rapid
Satisfying
Simple
Clear
At last
Ahhhhh!
Citizen’s (actual) Reaction
Internal Reaction
Flat
Sad
Boring
Cold
Not human
No personality
No photos
Not promotional

9. WHY?

10. Expectations of citizens
evolve more rapidly than
government practices

11. BIG in 2010
Visual impact/effects
News
The race for the home page

12. BIG in 2020
Content (SEO)
Usability / efficiency / Accessibility
Mobile First

13. Change Management

14. Department Team Project Team
We are «agile»
We have to communicate more
Government as a whole
We are changing practices
Stop reinventing the wheel
We need help
They should know the project exists
They improvise
We don’t have enough info
Our department is loosing its voice
They are not flexible
They block everything
We’re out of the loop
This project still exists?

15. Hello?
Citizens
They improvise
We don’t have enough info
Our department is loosing its voice
They are not flexible
They block everything
We’re out of the loop
This project still exists?
Department Team Project Team
We are «agile»
We have to communicate more
Government as a whole
We are changing practices
Stop reinventing the wheel
We need help
They should know the project exists

16. Lessons learned so far

17. 1. Be prepared to repeat.

18. 2. Publishing guides is not enough.
Be prepared to teach.

19. 3. Choose your battles wisely.

20. 4. Bring the voice of citizens
to the table, not opinions
from experts.

21. Efforts
Tech
General Communications
Real Resistance
Perceptions (good faith resistance)
Production

22. Merci !