As President of the ICCS, I am pleased to share my thoughts on this 2020-21 ICCS Annual Report. The Institute has faced unprecedented challenges to public sector service delivery due to the many challenges and changes resulting from the COVID-19 pandemic. There are many reasons for ICCS’ continued presence as a centre of excellence in championing public sector service excellence, which stem from our solid strategic business plan that has played a critical role in strategically positioning the ICCS on a continuous evolution to digital service delivery for its key programs and services.
I’m pleased to present the 2020-21 Institute for Citizen-Centred Service (ICCS) Annual Report. With the emergence of the COVID-19 pandemic and its impact on government services, the ICSS was well positioned to succeed this past year. This was due to investments over the past couple of years that enabled us to deliver most of our services digitally and easily to our clients. Once again, our dedicated and passionate team provided valuable services, programs and knowledge aimed at supporting public sector organizations across Canada and around the world in the pursuit of citizen-focused service excellence.
Launched 4 eLearning modules
Launched Citizen First Analytics online tool
More than 500 followers to date
At a Glance
In 2020/21, we saw a decline in the revenue trend compared to previous years.
Revenues by Lines of Business