IBM iX
Canada.ca: My Service Canada Architecture
2020
About the Project
As part of the Benefits Delivery Modernization (BDM) initiative, I was engaged as a consultant through IBM, collaborating with IBM and Deloitte to envision the future architecture of My Service Canada...
Challenge
Research and insight reports from multiple engagements without one consolidated vision.
Fragmented benefits delivery systems, leading to inefficiencies, delays, and confusion for citizens.
Lack of centralized data integration, making it difficult to proactively inform users of their eligibility.
Complex regulatory landscape, requiring coordination between federal and provincial benefit programs.
Need for a unified digital experience, ensuring intuitive and seamless user interactions.
Solution
Developed service design blueprints, visually mapping technical and service integration for benefits delivery.
Structured data relationships across government platforms, ensuring a single, user-friendly touchpoint for citizens.
Envisioned AI-driven eligibility detection, allowing proactive benefit recommendations.
Designed a schematic representation of how systems like IBM Curam, SADA, and predictive analytics tools integrate into the broader digital landscape.
Collaborated across workstreams, aligning insights from prior BDM research and engagements.
Impact
Created a clear, scalable framework, enabling government teams to plan future benefits integration efficiently.
Bridged the gap between service design and technical teams, fostering cross-functional collaboration.
Laid the groundwork for a centralized MyServiceCanada platform, improving communication and proactive citizen engagement.
Enabled a proactive service approach, where citizens are informed of eligibility dynamically rather than through reactive applications.
Canada.ca: My Service Canada Architecture
The existing benefits delivery infrastructure is disconnected, inefficient, and reactive, making it difficult for Canadians to navigate available services. My role was to synthesize existing research, future-state concepts, and technical insights into a unified architectural blueprint, showing how AI, data lakes, and government software could be integrated.
I identified a gap in visualization—while previous engagements conceptualized a future state, they lacked a clear, large-scale schematic demonstrating the relationships between government benefits platforms, AI-driven insights, and citizen interactions.
By creating a structured blueprint, I helped articulate how individual benefits systems would be connected, where data would be centralized, and how provincial and federal programs could integrate for a seamless citizen experience. This included:
AI-driven automation to detect and notify users of eligibility.
A centralized platform, replacing fragmented applications with a unified user journey.
A scalable model, allowing iterative improvements without disrupting government operations.
The final output was a comprehensive visualization of My Service Canada’s future architecture, helping align stakeholders, guide technical teams, and ensure a proactive, citizen-first benefits system.
Sponsor Users
Key government stakeholders
Product Design Team
UX Strategists
Business Analysts
Technical Architects
My Contributions
Research Synthesis
Formulated North Star
AI-integrated experience blueprints for benefits access
Metrics
⏱️ Accelerated Decision-Making
🗻 Clear Product Vision
Tools
Mural Confluence Service Design Blueprint
