If you spend more than five minutes talking to governments about modernization, someone will inevitably mention Estonia. The country's vast sprawl and relatively small population made it a natural fit for digital government, because it was prohibitively expensive to deliver services to tiny towns and far-off citizens. Now you can complete virtually any government task, from paying taxes to registering a business to filing for divorce, via an app or a website. Estonians trust their government's services, and the country estimates that it saves 2% of GDP every year because of them.

Ironically, this happened because of a lack of trust. When Estonia declared independence from Russia, there was a deep-seated mistrust of bureaucracy and the public sector. Estonians demanded transparency, and built for it from the outset. By law, every time the government interacts with a citizen's data, the citizen sees that interaction in their government app. Every politician's spending—down to the hotel they stayed in last night—is visible to anyone.
Joel Burke has lived in Estonia, working on some of their government services. And he wrote a book about the country's remarkable rise. We talked with Joel about what Estonia built, how it got there, and the benefits it reaps as one of the world's leading digital governments.

Canada's been trying to fix the passport system for a long time. Back in 2013, a small team of designers, developers, and policy experts got together to modernize the application process. They took a lean, iterative approach, focusing on the simplest fixes to the biggest problems first. This meant addressing boring things that offered huge improvements: they spent six months tweaking and testing the application form—which is where most applicants got stuck.

And then the government shut down the program, and rolled it into IRCC's massive Global Case Management System, where it ran into multi-year delays and huge budget overruns.

If you wonder why Canadians can't have good government services, Lisa Fast is the right person to ask. A career designer with a degree in computer psychology, she explains how the initiative launched, what it got right, and why short, iterative test-and-learn approaches trigger the immune system of big government..

A decade ago, Ireland's passport service was in the same place as Canada: long queues, paper processes, and spiking delays. And then they decided to fix it.
The country started small: a reservation tool to book time in the office freed up workers, letting them tackle the backlog. Then online renewals for adults, then children. Eventually, online applications with your identity certified by your local police station.

It wasn't easy. It took political support, a willingness to experiment, careful design—and a willingness to rewrite outdated laws for the modern world. In the second of our series on passport modernization, we talk to Professor of Practice at the University of Limerick, John Savage, who worked on the modernization effort, to find out how it happened—and what Canada can learn about modernizing every government service.

Before 1970, if you asked for a passport, the government just believed you. But after 9/11, Passport Canada—a small, self-funding department that printed little blue booklets—found itself at the forefront of international security. After multiple failed attempts at modernization, and two entirely predictable backlogs that delayed hundreds of thousands of passports, Canada is finally launching a limited trial of online passport renewals.
Passports are a perfect lens through which to analyze a country's digital readiness: 70% of Canadians has one, they involve security and personal information, and we can analyze their cost and delivery cleanly. To kick off our three-part series on passport modernization, we dive into the tangled history of Passport Canada, and what it says about our country's ability to deliver modern government services.

In Canada, there are 134 ways to apply for federal grants and loans. They aren't connected, so a Canadian has to try them all, like whack-a-mole. If you don't qualify for one, you have no idea why another might be perfect. Using a service like this isn't easy, either. The Federal government has 270 separate online services, which you sign into with 60 unique usernames and passwords you have to keep track of, administered by 33 federal departments. 

When we decided to launch Functional, there was one person we knew we needed to speak with. He's an independent Senator from Nova Scotia. When he was appointed, he was given a simple mandate: Challenge government. He's a sensible, plainspoken, advocate for simplifying the government. He has a background as an entrepreneur, and a good understanding of technology. He's driven by data, and he's not afraid to ask questions—often publicly. On this week's episode Alistair sits down with Senator Colin Deacon 🇨🇦🇺🇦 to talk about breaking our own rules! 

If you have a problem, if no one else can help, and if you can find them, maybe you can hire—Code for Canada? Launched in 2017, this nonprofit works alongside government to build better services. We sit down with CEO Dorothy Eng to understand the structural and cultural challenges that stop government from delivering. Despite antiquated systems, "that's not how we do it" attitudes, and the challenges of hiring and retaining talent, Dorothy still believes that we can have nice things. All it takes is political will, an understanding of technology, and senior managers who take the risk of doing things differently.

After learning about Canada's attempts to modernize the tax system, it was time to see how the rest of the world does it. In this episode, we sit down with Dr. Fabrizio Santoro, an expert on taxation who helps countries around the world design and implement taxation. We dive into a number of countries' systems, including Uganda's complete overhaul of registration, data collection, and filing. The conclusion? Nobody would do it the way Canada does.

You can learn more about Fabrizio’s work at: https://www.ids.ac.uk/

There's no government service that touches every citizen the way taxes do. Every April, millions of Canadians lose a weekend preparing their taxes, often with the help of paid software tools. Yet elsewhere in the world, there's no tax season—or you simply approve the pre-filled return the government sends you.

There are plenty of reasons why it is this way. Taxes are the easiest way for the government to turn policy into outcomes through credits and fees. The tax code is complex, and confederation means citizens file taxes with the province and the nation. And for many independent-minded Canadians, telling the government what you earn, rather than having it tell you, is a rebuke of tyranny. But the current tax system is also broken. It's not just expensive and time-consuming: The CBC estimates that because of a difficult filing system, between $1.3 and $1.6B of the most vulnerable Canadians don't claim the benefits to which they're entitled. And it's the one part of government where, if you're accused of breaking the law, you're presumed guilty and must pay to defend yourself.

The Federal government has tried to fix this on multiple occasions. It's even built free-to-file software tools. But none of them has seen the light of day. Since taxation is such a broad, ubiquitous topic, it's going to take more than one episode to understand the issues, so we started by inviting Alexandra MacEachern and Paul Craig to discuss their work trying to tackle these problems from within government.

It's easy to criticize government, but making public services functional is hard. Nobody set out to build cumbersome, confusing processes. Bureaucracy happened for what were, at the time, good reasons. But they became gradually, inexorably complex. Why haven't other countries fallen into this trap? To help me understand how we got here—and how to move forward—I sit down with Ryan Androsoff. His Think Digital podcast has chronicled Canada's service modernization for years. A founding member of the Canadian Digital Service and graduate of Harvard's Kennedy School, Ryan knows that building functional government is hard, not because of technology, but because of the structures and incentives in the public sector. 

Your host, Alistair Croll kicks off what promises to be a deep dive into the rabbit hole of government inefficiency in the hopes of getting to the bottom of how we can make Canadian government functional again.