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

and Publications

Citizens First 2020 * Coming soon

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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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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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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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

  • June 23, 2021
    Canada’s first LGBTQ2S+ IT-focused celebration during Pride Week

    Join this conference to celebrate the IT accomplishments and talent in Canada’s Lesbian, Gay, Bisexual, Transgender, Queer/Questioning, Two-Spirit (LGBTQ2S+) community with a special 100-minute mini-conference celebrating diversity through storytelling, small group discussions, and engaging panel discussions. Scheduled to take place June 23, 2021 during Pride Week, this inaugural conference is supported by the Healthcare of Ontario Pension Plan (HOOPP). The conference is open free of charge to anyone interested in learning about the LGBTQ2S+ ecosystem, the LGBTQ2S+ advantage, sustainable LGBTQ2S+ development, and leading-edge initiatives for attracting and retaining LGBTQ2S+ in IT.

  • July 7, 2021
    Get the highlights — Citizens First 2020 (webinar)

    Learn about the results of Citizens First 2020 – the Institute for Citizen-Centred Service is pleased to host Marina Gilson, Director, Ipsos Public Affairs as our guest speaker. Marina will discuss the results of Citizens First 2020, the latest study in the Citizens First research series. Citizens First 2020 is the latest study in the research series spanning over two decades. It looks at key areas of public service delivery including service quality, client expectations and channel usage, and identifies priorities for service improvement with emphasis on actionability. In addition, the survey explores topics of special interest to service providers such as digital identity and artificial intelligence. It also tracks how government service providers have responded to the COVID-19 crisis.

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