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Citizen First - Powered by the Institute for Citizen-Centred Service

Research
and Publications

Citizens First 2020 * Subscribe today

Business First 2019 * Get your copy

Find out how citizens and business view public sector services at all levels of government.

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Measure
and Benchmark

Compare and benchmark your organization’s user satisfaction.

Use research-supported methodologies to get the competitive advantage needed to improve service delivery of your organization.

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Learning
and Training

Flexible training options on excellent service delivery.

Support your team while improving the service delivery experience your organization provides.


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Councils

Unique model of all levels of government working together to improve service delivery.

As a neutral Federal, Provincial, Territorial, and Municipal platform for collaboration, we provide support services to the Public Sector Service Delivery Council and the Public Sector Chief Information Officer Council.

About the Councils

Upcoming Events

  • November 4, 2020
    Guest speaker: Lou Downe, Scaling good services through service literacy

    The Institute for Citizen-Centred Service (ICCS) in partnership with the Municipal Service Delivery Officials (MSDO) invite you to a complimentary session with guest speaker, Lou Downe, author of "Good Services: How to design services that work". Among her many accomplishments, Lou was voted one of the UK’s top 50 creative leaders by Creative Review and one of world's 100 most influential people in digital government by Apolitical. Most of the services we use every day aren’t designed to meet our needs In fact, most of the services we use every day weren’t designed at all. Design is an increasingly mainstream activity within organisations, yet the services we use today are still more likely to be the product of technological constraints, political whim or personal taste than they are the conscious decisions of an individual or organisation. Lou will talk about the experience of building the UK’s largest in house design teams in the UK government, and what it takes to build a truly user-centred organisation at scale.

  • November 6, 2020
    A BIG Difference for BC

    BIG Difference BC is a regional conference that celebrates behavioural science in all its forms. We bring together behavioural insights experts from government, academia, non-profit organizations, and industry to share case studies, best practices, and lessons learned.

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