Every public program is ultimately about people. Behind the services Canadians rely on are teams working every day to ensure those programs are accessible, effective, and responsive to the needs of those they serve. 

For more than 25 years, Accerta has partnered with governments to deliver complex health and social programs that support children, seniors, families, healthcare providers, and communities across Canada. We sat down with the President, CEO and Chief Privacy Officer at Accerta, to discuss what drives the organization, the responsibility that comes with serving millions of Canadians, and how innovation and a human-centred approach can work hand in hand to create better experiences for everyone. 

For those who may not be familiar with Accerta, what do you want people to know about the organization? 

“Well to start, we work exclusively with governments across Canada to administer public services. It’s all we do; we don’t work with any private organizations. That focus has allowed us to build deep expertise in delivering complex health and social programs. 

“Every day, we help thousands of Canadians access important services and supports in a way that is secure, efficient and reliable. While many people may not know the Accerta name, there’s a good chance they’ve interacted with a program we administer. 

“Our teams understand that behind every application, payment or inquiry is a real person relying on that service. That’s why we’re committed to delivering every program with compassion, accountability and care, while maintaining the high standards of security, privacy and integrity Canadians expect.” 

What has kept Accerta dedicated to delivering public health and social programs for so long? 

“Our focus on public programs comes down to purpose. We set out to become the best organization in Canada at helping governments deliver critical health and social programs. What makes that work meaningful is the impact it has on people, particularly vulnerable and underserved communities.”  

“That’s what continues to drive us today. We help governments deliver important services more effectively, securely and efficiently, while improving the experience for providers and the people those programs are designed to support.” 

What are some moments that best illustrate the impact of your work? 

“One example that stands out involved making program information available in Inuktitut. When our team identified that language was creating a barrier for some Inuit communities, we partnered with an Indigenous-led translation provider to address it. It may seem like a small change, but it made information more accessible and helped people better understand the support available to them and their families.” 

Why is effective program administration so important? 

“It starts with trust. Governments are entrusting us with public programs, public funds and sensitive information, while people rely on those programs for important services and supports. We take both sides of that responsibility very seriously.” 

“Across program administration, benefit delivery and the distribution of government funding and payments, our role is to assist in getting resources to eligible people and providers they are intended for accurately, securely and efficiently.” 

“Technology is part of that, but it isn’t enough on its own. You also need to understand the program and have strong operational processes in place to administer services and public funds responsibly and transparently.” 

“One example is the Healthy Smiles Ontario program. Before Accerta took on administration, providers often waited up to 120 days for payment. By streamlining and modernizing processes, we reduced that to two weeks. This is an operational improvement that has a real impact. Timely, reliable payments give providers confidence in the program, encouraging more of them to participate. That expands access to care, gives patients more choice, and helps connect them with trusted local providers, ensuring high-quality care is available closer to home.” 

You’ve spoken about being proudly Canadian-owned and operated, what does that mean to you and why is it important? 

“Being Canadian-owned and operated matters because the programs we support are designed for Canadians, and we believe there’s tremendous value in building expertise and capability here at home.” 

“We’re proud to invest in Canadian talent, Canadian technology and Canadian communities. As a Canadian-owned company, we keep our profits in Canada and reinvest them here, supporting our continued investment in Canadian people, technology and communities. Our team understands the realities of the health and social systems we work within because we live here too. That local knowledge helps us design and deliver experiences that better meet the unique needs of Canadians, and that’s something we’re proud to contribute to. At its core, it’s Canadians helping Canadians.” 

The work Accerta does touches the lives of many Canadians on quite a large scale, how does this affect the way you approach service delivery? 

“We support more than 55 programs and over 1.2 million Canadians every year, and behind each one is a person, a family, or a healthcare provider relying on those services. That’s why we focus on ensuring our program delivery is secure, reliable, and easily accessible. 

“We combine technology and operational expertise with a human-centred approach to service delivery. We believe organizations can embrace new technologies and modern ways of working without losing the personal connection that people value. In a world that is becoming increasingly digital and impersonal, we remain committed to providing service with a face.” 

You’ve talked about the importance of keeping people at the centre of what you do, how does that commitment extend beyond the programs you administer? 

“Social impact is a core part of who we are. As a certified B Corp, we look beyond business performance and consider the impact we have on our people, our communities and the environment. That thinking influences how we deliver services, support our employees and contribute to the communities around us.” 

“One initiative I’m particularly proud of is the Accerta Health Access Foundation, which provides more than $150,000 in grants each year to local charitable organizations across Canada that help improve access to care. We also provide paid volunteer time for employees to support local initiatives and continue to advance programs that reduce our environmental footprint.” 

“Another important part of that commitment is Indigenous reconciliation. We believe reconciliation is a shared responsibility. Through our membership in the Canadian Council for Indigenous Business (CCIB) and our PAIR commitment, we are taking meaningful steps to advance reconciliation, strengthen economic relationships, and support greater inclusion and opportunity. Ultimately, it comes back to being thoughtful about the impact we have, both through the work we do and as an organization.”