From the President

Having completed my first year as President of the Institute for Citizen-Centred Service (ICCS), I am pleased to share my thoughts on the success and resiliency of the organization in 2022-23. I am grateful to have the opportunity and the pleasure of leading this exceptional institute, and especially the incredible team that works tirelessly to serve our members and clients.

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From the Executive Director

It is my pleasure to present the 2022-23 Institute for Citizen-Centred Service (ICCS) Annual Report. Our accomplishments reflect the magnificent work of our incredible team, to whom I would like to express my sincere gratitude for their continued commitment to our organization, members, and clients. They have demonstrated once again how passionate and dedicated they are to ensuring the success of the ICCS. The team has worked tirelessly throughout uncertain and challenging times, and continually found new ways to innovate, and help our members and clients, across Canada and overseas, succeed in putting citizens first and at the centre of what governments do!

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Published 2022 Business First study

Enhanced Citizens First Analytics online service

online self-study programs expansion


Line of Business Updates






Financial Summary

At a Glance

In 2022-23, we saw a slight incline in the revenue trend compared to previous years.

  • Year to date shortfall of revenues over expenses of $130,150 …. $36,726 better than what we had budgeted.
  • Revenues totaled - $892,747. This is greater than budget by $101,191.
  • Expenditures totaled - $1,022,897. This is more than budget by $64,465.
  • Support to Councils revenues and expenditures were on budget.
  • Research revenues were $65,068 more than budget and expenditures were $29,552 more than budget.
  • CMT revenues were $2,851 more than budget and expenditures were $2,205 more than budget.
  • Certification revenues were $29,989 more than budget and expenditures were $113,543 more than budget.
  • General and Administration costs were $15,823 more than budget.

Revenues by Lines of Business


Winner of the Heintzman Leadership Award - 2022

Mary Ann Triggs

Mary Ann Triggs

The ICCS is proud to announce Mary Ann Triggs as the 2022 Heintzman Leadership Award winner in recognition of her substantial contribution to the promotion of, and commitment to citizen-centred service delivery in Canada.

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