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This Canada School of Public Service event explored the meaning and impacts of digital disruption on service delivery. Speakers shared concrete examples on how digital disruption impacts our work and work processes, as well as how to adopt and embrace a disruptive mindset as part of our shared journey towards a modern public service.

In a hybrid service delivery model with baseline capabilities and competencies, each Frontline Practitioner, Manager, Director, Executive Director/CEO, and newcomer should have the same understanding of what a baseline hybrid service delivery model can offer. Consistency is key. SPOs can exceed this baseline, developing solutions beyond and above the baseline. They may have internal resources, or be connected to external resources (possibly shared among other agencies) to ensure that they have the capacity to provide an expected level of hybrid service delivery.

This section explores promising practices and models outside of the immigrant serving sector with a specific focus on innovation, solutions, and implications that other sectors have been implementing to enhance services in their organizations. In particular, we are interested in the evolution of Virtual Care practices in health care.

In the Digital Maturity Model approach, change management is crucial. People, processes, leadership, and organizational readiness require attention and development.

Our preliminary report identified that settlement practitioners gradually acquired digital technology knowledge and integrated digital skills into service delivery. Digital literacy is a foundational skill that must be developed in a hybrid service delivery model, alongside established skill sets. This section reviews the discussions and available digital literacy frameworks to enhance support to digital inclusion in the sector.

Addressing digital inclusion is complex. It requires recognition of the challenge and sustained effort to address it. There is no single strategy or method that could address all populations’ needs. Instead, localization and customization of different programs in Service Providing Organizations (SPOs) requires flexibility. Digital inequity is multifaceted, and intersects with culture, gender, age, class, and educational background.

I have been identifying interesting and innovative projects in our sector, and beyond, that are worth learning more about. There are examples of both centralized digital service portals as well as decentralized digital service approaches in the sector and in other sectors.

This is a short list of existing and useful materials in and outside of the sector related to digital and hybrid service delivery. The list is merely at a starting point.

Communitech CEO Iain Klugman chats Ontario’s first Chief Digital Officer - Hillary Hartley.