From the President

As I complete my final year as President, I am pleased to share my thoughts on the success and resiliency of the ICCS in 2021-22. I have had the pleasure of leading this exceptional organization for the past three years. During this period, the ICCS has continued to champion, enable, and support citizen-centric services across all levels of government. Despite the ongoing challenges facing most non-profit organizations from the lingering impact of the pandemic, the Institute has persevered and continually found ways to innovate and enhance the value of its products and services; this reflects the incredible work and efforts of the ICCS team, whose passion, commitment, and professionalism underpins the success of this organization.

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From the Executive Director

It is my pleasure to present the 2021-22 Institute for Citizen-Centred Service (ICCS) Annual Report. I would like to begin by expressing my sincere gratitude to my incredible team; they have demonstrated once again how committed, passionate and dedicated they are to ensuring the success of the ICCS. Working tirelessly throughout uncertain and challenging times, and continually finding new ways to innovate, and helping our members and clients, across Canada and overseas, succeed in putting citizens first!

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Launched 3 eLearning modules

Enhanced Citizens First Analytics online service

Published Citizens First 2020 study


Line of Business Updates






Financial Summary

At a Glance

In 2021-22, we saw a decline in the revenue trend compared to previous years.

  • Year to date shortfall of revenues over expenses of $5,021 …. $48,355 better than what we had budgeted.
  • Revenues totaled - $841,111. This is greater than budget by $61,936.
  • Expenditures totaled - $880,607. This is more than budget by $14,037.
  • Support to Councils revenues were on budget and expenditures were $1,075 less than budget.
  • Research revenues were $879 less than budget and expenditures were $328 more than budget.
  • CMT revenues were $8,983 more than budget and expenditures were $5,683 more than budget.
  • Certification revenues were $53,833 more than budget and expenditures were $10,384 more than budget.
  • General and Administration costs were $1,739 less than budget.

Revenues by Lines of Business

Financials Pie Chart

Winner of the Heintzman Leadership Award - 2021

Richard Dalpé

Richard Dalpé

The ICCS is proud to announce Richard Dalpé as the 2021 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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