From the Executive Director
I’m pleased to present the 2019/2020 Institute for Citizen-Centred Service (ICCS) Annual Report. Once again, our dedicated and passionate team provided valuable services, programs and knowledge aimed at supporting public sector organizations across Canada and the world in the pursuit of citizen-focused service excellence.
Our team continued to pursue service innovation projects to modernize key services while meeting our clients’ demands for existing services and programs. As a small organization, I am always amazed at just how much we accomplish – this year is no exception. In 2019/20 the ICCS stayed on course and met its commitments under the strategic business plan, guided by the Board of Directors, which provided strong leadership and invaluable advice throughout the year.
I invite you to read the annual report to learn about our successes this past year, such as the exemplary work of the Joint Councils who are the thought leaders for moving key service improvement initiatives affecting federal, provincial, territorial, and municipal governments across Canada. You can also get details about our ongoing delivery of Learning and Certification programs while also forging ahead on future developments for digital learning programs, which will come online in 2020/21. This year’s annual report also updates our efforts to position our Research programs, Citizens First and Business First, for the future with more timely, succinct and impactful insights to empower our clients to design and deliver better government services. You will also learn about our continued efforts to modernize the Common Measurements Tool, which will result in a new suite of digital client satisfaction measurement and benchmarking services that will be available in 2020/21 under the name, ‘Citizen First Analytics’.
Based on last year’s launch of a re-branded Citizen First powered by the Institute for Citizen-Centred Service, we implemented a marketing and awareness campaign. This included consistent messaging on our own social media channels as well as effectively partnering with key organizations to help amplify the awareness of programs and services of the ICCS. We’ve seen an increase in social media followers and engagement with this community.
Financially, the ICCS faced some challenges stemming from substantial innovation investments, unexpected non-renewals of service agreements and the decision to shift the undertaking of the Citizen First 2020 study to 2020/21. However, we are confident that the investment in modernizing key service offerings will boost our financial health for years to come.
I want to congratulate Richard Steele as the 2019 Heintzman Leadership Award winner in recognition of his substantial contribution to the promotion of, and commitment to citizen-centred service delivery in Canada.
Finally, this year we said a big thank you to Karla Hale for her strong leadership during her tenure as President. I am happy to announce that Natasha Clarke became the new President of ICCS. We are very excited to work with her in shaping the new vision and direction of the ICCS.
—Dan Batista, Executive Director, ICCS