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ARCHIVED - Service Improvement Initiative - Research

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Institute for Citizen-Centred Service (ICCS)

  • Citizens First 3 - builds on the citizen-centred research agenda  of Citizens First 2000 and 1998. It provides fresh insights and comprehensive information on how citizens and clients of the Canadian public sector perceive the services they receive from governments at the municipal, provincial,  territorial, and federal levels.

  • Citizens First 2000 - Citizens First 2000 builds on the work of the original Citizens First study (undertaken in 1998), and is substantially broader in scope.  With over 6000 respondents, the survey is twice the size of the 1998 research, allowing greater detail and precision in measurement.

  • Citizens First 1998 - The original Citizens First study was a research initiative designed to investigate how Canadians perceive the services  provided by their governments.

  • Citizen-Centered Services: Responding to the Needs of Canadians/Handbook - This handbook "identifies the service needs of Canadians" and provides readers with the tools and knowledge required to begin addressing these needs. After summarizing the findings of a number of citizen surveys, the guide presents the main drivers of service quality. It examines how to continuously improve in such areas as access and timeliness.

Canada School of Public Service

Public Sector Service Delivery Council (PSSC)

Using 19 case studies as its foundation, this report looks closely at critical success factors to integrated service delivery, best practices, and challenges faced by ISD practitioners across Canada. A feature of this report is the collection of almost 25 documents including funding agreements, partnership strategies, and accountability frameworks.

The Institute of Public Administration of Canada 

Client Speak was initiated by the Institute of Public Administration  to examine the use of "single-windows" for the delivery of services at the municipal, provincial/territorial, and federal levels of government.  Copies of the report are available from IPAC.