Paper presented at the 5th Global Forum on Innovation in Government. Putting the citizen at the centre of a "whole-of-government" approach to service delivery through the use of information and communication technology continues to drive the Government of Canada's vision for e-government. Consulting Canadians is a critical part of the Government of Canada's approach to building e-government. Between April 1, 2002, and March 31, 2003, more than 10,000 Canadians participated in surveys and focus groups conducted by the Government of Canada on e-government and service transformation. The findings help guide every aspect of our work. Because the results are widely shared with departments and agencies, this research also plays an important role in encouraging horizontality and building a more client-centred service culture across the federal government.