On April 14, 2026, Québec Ombudsperson Marc-André Dowd released the Guide de bonnes pratiques pour des services publics inclusifs à l’ère du numérique, a good practice guide for inclusive public services in the digital age.
The digital shift allows many people to enjoy faster, more flexible access to public services. For people who do not have the capacity or the tools required to use technology, however, it presents an obstacle.
Mindful of the need for full accessibility to public services, the Protecteur du citoyen is offering a guide for government departments and organizations. The aim of the guide is to ensure that public services are accessible to everyone, whether through technological or traditional means.
“Technology should not be seen as a universal solution. It creates challenges for many people, and it could lead to exclusion or a denial of rights. The digital aspect of public services must be carefully thought out to meet the needs of the entire population. It is technology that should adapt to humans, not the other way around,” declared Marc-André Dowd.
The guide aims to raise awareness in government departments and organizations about more inclusive platform design. It also emphasises the need to maintain traditional channels of communication. It was developed after consulting with community organizations, and people working in government departments and agencies. The perspective of people who use little or no technology was also considered.
