The GC Hosting Services Portal: A journey of continuous improvement

In June 2024, Shared Services Canada (SSC) introduced the GC Hosting Services Portal, a platform designed to make it easier for government organizations to request cloud services.

This was a big step forward from the old system that our partners and clients used since 2019. The portal now offers a better user experience with easy comparison between providers through a centralized catalogue of cloud services, improved search features and an enhanced personalized dashboard.

But for us at SSC, launching the portal was just the beginning.

We knew from the start that this journey wouldn’t end with the portal’s launch. Like any project, we expected twists and turns along the way. We also understood that to keep moving forward, we would need to adjust our path, learn from our experiences and listen to the people we were travelling with.

That’s how SSC sees the GC Hosting Services Portal—as a journey of continuous improvement.

The first steps

Even before the portal went live, we hit the ground running and actively listened to feedback from public servants who had used its predecessor, the GC Cloud Services portal, to request cloud services for their organizations.

We did not assume we had it all figured out.

Instead, we embraced the idea that modernization is an ongoing process, not a one-time fix.

We began by having users test the new portal before it launched to give us initial feedback.

Real feedback, real impact

But, like any new system, the portal was not perfect at first.

We held 10 sessions with the Government of Canada cloud community in the summer and early fall of 2024 to walk through the portal’s new features, answer questions and gather more feedback. These sessions were not just about showing what we had built; they were about listening, engaging and working together to make the portal better.

“SSC really nailed it with their support! From learning the tool inside and out before launching to always having answers on hand, they made sure we had everything we needed at each step. Their user sessions weren’t just presentations—they were engaging and focused on us. SSC was always there to answer questions— their commitment to helping us every step of the way made a huge difference,”

Based on the feedback we received, we made changes—the first round of which were made within 3 months of the portal’s launch.

We improved the Application Hosting Selection Tool, a new portal feature that helps government organizations request where to host their applications: either on data centre servers or on cloud-based infrastructure. We also exempted some centrally managed applications from the new hosting decision request process.

More recently, we made the Application Hosting Selection Tool fully digital, making it faster and simpler for departments and agencies to request hosting for their applications.

“We had to request 2 hosting decisions this week and got answers right away. Amazing turnaround! Overall, great tool. Good job, SSC!”

Forward together: Listening, evolving and improving

One of the key reasons we were able to make these improvements so quickly was because of SSC’s commitment to an iterative process. This means we don’t wait to make big changes.

Instead, we make smaller, regular updates to keep the portal fresh and responsive to users’ needs.

“At first, there was some uncertainty about how to manage some requests, but SSC really helped us through it. They offered helpful sessions and one-on-one meetings to answer our questions. As we got the hang of things, the process became much faster, and now cloud requests are handled smoothly.”

By working closely with our partners and clients, we quickly responded to their concerns, learned what worked and what didn’t, and adjusted accordingly. This continuous cycle of listening, learning and improving became the heart of the GC Hosting Services Portal’s development.

But we aren’t done yet.

Users told us that it’s still a hassle to obtain a new hosting decision whenever they need to buy more cloud credits for services that are already up and running. That’s why we’re considering a fast-track option for these types of requests. SSC is committed to streamlining the hosting decision process, recognizing the importance of business continuity. Our goal is to support our partners so they can deliver seamless services to Canadians, without unnecessary delays.

SSC will continue to improve the portal and the hosting decision process, and make updates based on our users’ needs.

SSC’s approach: New ways of working

Since the portal’s launch and through each update, SSC kept the lines of communication open with partners and clients, holding many engagement sessions with the cloud community.

“This is an actual example of new ways of working. This shift is not just about introducing new tools—it is about delivering services to our partners in a way that’s faster and more efficient: using self-service portals to submit and track requests, automation, and streamlined processes.”

We are also upgrading technology and building a hosting ecosystem that can grow with the needs of government organizations. This way, together, we can provide better and faster services to Canadians.

The journey continues

Looking ahead, SSC has big plans for the portal. We are already working on expanding the GC Cloud One platform, which can be ordered through the portal, adding even more options for cloud services. These changes are designed to meet the growing demand for new technologies and to ensure government cloud services are secure, reliable and easy to use.

By staying focused on this ongoing process of improvement and working closely with our users, SSC is ensuring that the GC Hosting Services Portal—and all our services—will continue to evolve to support the needs of the government and all Canadians.

The journey isn’t over—it’s just getting started.