A public inquiry is examining a significant shortfall in the digital transformation efforts of Quebec’s automobile insurance board, with the potential total costs of the SAAQclic project projected to reach $1.1 billion by 2027. This amount is nearly $500 million over the original budget of $638 million set when the project was launched in 2017. Alain Fortin, Quebec’s interim auditor general, testified that the board, the Société de l’assurance automobile du Québec (SAAQ), has stopped tracking operating costs, and future estimates may increase if the originally desired functionalities are to be implemented. The projections encompass both implemented services and those yet to be completed, but many phases are currently stalled, lacking firm deadlines.
Premier François Legault recently challenged Fortin’s financial assessments, suggesting that the costs of the program and ongoing maintenance should be accounted for separately. However, Fortin emphasized the necessity of viewing these costs cohesively, arguing that the board’s lack of operational cost tracking means assumptions must be made based on prior estimates. He clarified that the estimated operating costs are predicted to match the initial budget outlined in 2017, stressing the need for clear comparisons to accurately assess how far the project has deviated from its original goals.
The objective of the SAAQclic project was to create a centralized digital platform facilitating essential services like license renewals and driving tests without the need for in-person visits. However, citizens in 2023 faced significant frustrations as they encountered long queues at physical branches due to the unavailability of the promised online services. Fortin’s testimony drew from the auditor’s report, published in February 2025, which classified the project as a failure, revealing that the SAAQ exceeded its budget with minimal progress to justify the expenditures.
Concerns about the project had arisen as early as 2022, prior to the system’s launch, yet management maintained that everything was on track for successful implementation. The auditor general’s report highlighted that the new computer system not only encountered substantial challenges but also failed to deliver the anticipated benefits even two years post-launch. The persistent difficulties have led to a public outcry, calling into question the effectiveness of the government’s digital strategy and its ability to meet the needs of its residents.
The inquiry, overseen by Denis Gallant, a judge from the Montreal municipal court, is tasked with unraveling the reasons behind the implementation failures of the SAAQ’s software. The deadline for the inquiry’s findings is set for September 30, reflecting the urgency with which the government seeks to address this costly oversight. The situation escalated to the point that Éric Caire, who was serving as the minister of cybersecurity and digital technology, was compelled to resign following the auditor’s findings.
In summary, the SAAQclic initiative has become a significant case study in public administration, illustrating the complexities and potential pitfalls of large-scale digital transformations in government. As the inquiry unfolds, it will likely serve as a cautionary tale for future projects, emphasizing the need for rigorous tracking, transparent budgeting, and public accountability in all facets of governmental operations.
