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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
- Research
on Citizen-Centred Service
- Citizen/Client
Surveys: Dispelling Myths and Redrawing Maps - This
paper gathers information about the public's perceptions of public sector
services.(March 1999)
- Good
Practices in Citizen-Centred Service (1999)
D. Marie Blythe and D. Brian Marson - The case studies in this publication illustrate a variety of good practices in citizen-centred service. Beginning with the premise that there exists a "gap" between citizen expectations of government service and government service delivery, lessons are drawn from case studies.
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.