From the President

Having worked with the ICCS for many years, it’s my honour and privilege take on the role of President to help organization in delivering excellent services to its clients and citizens. The ICCS has been devoted to excellence in public service delivery for many years and I will endeavour to continue to advance this organization in this pursuit.

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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.

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18% increase in Certified Service Professionals

9% increase in Certified Service Managers

More than 450 twitter followers to date


Certifications Across Canada


Line of Business Updates






Financial Summary

At a Glance

In 2019/20, we saw a decline in the revenue trend compared to previous years.

  • Year-to-date shortfall of revenues over expenses of $297,398 …. $239,968 more than what we had budgeted.
  • Revenues totaled - $784,374. This is less than budget by $475,122.
  • Expenditures totaled - $1,081.773. This is less than budget by $235,154.
  • Support to Councils revenues are $9,909 more than budget and expenditures are $8,686 more than budget.
  • Research revenues are $355,282 less than budget while expenditures were less than budget by $259,300.
  • CMT Revenues were $52,750 less than budget and expenditures were $10,819 more than budget.
  • Certification revenues were $76,999 less than budget while expenditures were $48,244 more than budget.
  • General and Administration costs were $27,463 more than budget.

Revenues by Lines of Business

Financials Pie Chart

Winner of the Heintzman Leadership Award - 2019

Richard Steele

Richard Steele

The ICCS is proud to announce 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.

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