Deliveries and Certifications
- Throughout 2019/20, ICCS facilitated over 10 training sessions for organizations from across the Canadian Public Sector as follows:
- 6 Certified Service Professional (CSP) workshops
- 3 Certified Service Manager (CSM) workshops
- 2 ICCS 1-Day Workshop
- Licensed jurisdictions continue to facilitate ICCS training on our behalf within their respective organizations, with over 400 public sector employees participating in over 20 deliveries across Canada this year.
- ICCS continues to see a steady increase in the number of certified professionals, with over 900 CSPs and CSMs nationwide.
This year, the ICCS began work on a number of improvements for the Learning and Certification program.
In 2019, the ICCS undertook a project to refresh the online learning modules for the Certified Service Manager (CSM) and Certified Service Professional (CSP) programs. This will include a complete redesign of the Body of Knowledge to increase compatibility with online learning and improving accessibility. The refresh will include increased use of visual learning and interactive elements designed to engage participants. There will be a renewed focus on practical knowledge that learners can apply to their own work.
The ICCS and Civil Service College of Singapore entered into a collaborative agreement to assist with the re-design of the e-learning platform. The information provided by the College helped us in changing our platform for our users.
In 2020, we are looking forward to offer you the following programs:
- Service Professional Essentials: Becoming Citizen-Centric
- Service Delivery Fundamentals Skills: Listening and Understanding Citizens
- Service Management Essentials: Building a Successful Culture through Leadership, Success
- Service Management: Necessary Skills and Tools for Managing Service Delivery
- Service Quality Management: A Guide to Continuous Service Delivery Improvement
- Service Design Essentials: Service Design Thinking and Methods
ICCS is pleased to have worked with the following organizations:
- Provincial Government of British Columbia
- Provincial Government of Manitoba
- Provincial Government of Newfoundland & Labrador
- Provincial Government of Saskatchewan
- Government of Northwest Territories
- Health Canada
- Region of Peel
- Civil Service College Singapore
Business First 2019
In June 2019, the ICCS completed Business First 2019, the latest study in the research series formerly known as Taking Care of Business. This iteration preserved many of the key components that, over the previous 15 years, have informed service improvement initiatives undertaken by numerous public sector organizations. Particular emphasis has been maintained on the issue of moving services online, one of the key areas of interest for government service providers across Canada. The Business First 2019 study is available on the Citizen First website.
The ICCS offered various webinars for its sponsors and the public presenting the findings of the study. Overviews of the findings were given at the PSSDC and PSCIOC Meetings and Municipal Service Delivery Officials (MSDO) Conference in September 2019.
Citizens First 2020
In the Fall of 2019, the ICCS began work on Citizens First 2020. In this iteration, the ICCS introduced several new features, including:
- An online portal
- A bigger sample size for participating jurisdictions
- Four waves of data collection (quarterly basis)
- Additional options for subscribers including access to customizable Omnibus surveys
- More cost-effective subscription options for jurisdictions
The study will be launched with subscribers in late April 2020. Data collection for the first wave is scheduled to begin in May/June. The study will include items in connection with the COVID-19 situation.
The results from Citizens First 2020 are scheduled to become available to the public in the Spring of 2021.
In 2019-2020, the Secretariat continued to provide support services to the Public Sector Service Delivery Council (PSSDC) and the Public Sector Chief Information Officer Council (PSCIOC). The Secretariat organized monthly teleconferences as well as two in-person meetings in Winnipeg, Manitoba, September 24 – 26, 2019 and in Toronto, February 25 – 27, 2020. The Councils worked towards solutions to issues of common interest and shared best practices from across the country.
Digital Identity remained a key priority of the Joint Councils. Significant progress was made to advance this work. In September, the Joint Councils discussed the need for a strong governance framework for digital identity. In February 2020, the Digital Co-Leads received Joint Councils’ approval for the recruitment of a Program Director to develop a Digital ID roadmap with key deliverables and milestones.
Identity management, cyber security, procurement, and emerging technologies to enhance services to Canadians remained the focus of PSCIOC and its commitment for these important elements affecting service delivery. This was done through collaboration across governments and leadership in the management of information technology.
Throughout the year, the Joint Councils publish Executive Reports on a wide range of topics, recent events and issues affecting public sector service delivery. This year, the topics included: artificial intelligence, facial recognition technology, identity management, the pros and cons of sidewalk labs, data privacy, global case for customer service in government, and bridging the digital divide. These reports provide intelligence for public sector delivery organizations in their decision making process for improving service delivery while addressing emerging issues.
Common Measurements Tool (CMT)
The CMT continues to be used by a range of organizations in Canada and internationally. In Canada, the instrument is employed at all three levels of government, with a number of users also accessing the ICCS benchmarking service.
In 2019, the ICCS, working in partnership with PigeonLine, began developing a new solution for CMT users which would enable self-service, automate benchmarking CMT data, and provide machine learning abilities to improve the CMT user experience. In addition, the ICCS undertook to digitize the CMT question bank to provide easier access to the instrument for licensed users.
In the Spring of 2020, the ICCS began testing the new platform with current users of the Common Measurements Tool. The new service is expected to be available to all jurisdictions in the Summer of 2020.
In 2019-2020, the following jurisdictions continued to license the CMT:
- Agriculture and Agri-Food Canada
- Alberta Labour
- Alberta Workers’ Compensation Board
- BC Stats
- Peel Region
- Service Canada
- New Zealand
- South Australia