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

History of the ICCS

1997

Canada’s public sector increases its focus on excellence in service delivery to its citizens [+]

1997

Public service delivery excellence – evolves with the power of many [+]

1998

Senior officials join the public service delivery excellence movement [+]

1998

Senior service delivery officials publish initial Citizens First study [+]

1998

Senior service delivery officials create the Common Measurements Tool [+]

1999

Citizens First wins gold award [+]

2000

Citizens First 2000 wins silver award [+]

2000

The Public Sector Service Delivery Council creates the Institute for Citizen-Centred Service [+]

2001

ICCS officially leads excellence in public service delivery [+]

2003

ICCS launches the yearly Heintzman Leadership Award [+]

2004

ICCS launches first study of Taking Care of Business [+]

2005

ICCS incorporates as a non-profit organization in Canada [+]

2007

ICCS’ key research studies are featured as the approach for governments to improve their service delivery experience [+]

2007

ICCS publishes Answering the Call study findings [+]

2010

ICCS publishes new research called “Clicks, Calls and Counters: Innovations in Municipal Service Delivery” [+]

2011

ICCS celebrates its 10th Anniversary since conception [+]

2012

ICCS offers its first national certification programs for the public service [+]

2014

ICCS offers its second national certification program for the public service [+]

2015

ICCS celebrates its 10th Anniversary since incorporating as a non-profit organization [+]

2016

ICCS makes significant improvements to Certification Programs [+]

2016

The Public Sector Service Delivery Council commissions its first Playbook called Behavioural Insights Playbook for Channel Shift [+]

2017

Certification and Learning programs reach a significant milestone [+]

2018

Citizens First study celebrates 20 years since its initial publication [+]

2019

ICCS undergoes a transition – introducing a champion brand to Citizen First powered by ICCS [+]

2019

Taking Care of Business evolves to Business First [+]