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Citizen First - Powered by the Institute for Citizen-Centred Service

Learning and Training

Flexible training options on excellent service delivery.

Learn with us

Certification & Learning programs offer high-quality professional education opportunities to public sector service delivery employees. Designed by senior leaders from the Canadian service delivery community to help you gain trust from the citizens you serve.

Learning objectives:

  • Establish a common language and consistent standard of excellence within the service delivery community
  • Professionalize the service delivery practice
  • Encourage the use of the citizen-centred approach

Why choose our learning programs?

We offer flexible professional service delivery training options for your organizational needs. You decide how your employees can help increase the level of service citizens want when interacting with the programs and services of your organization.

Certified Service Professional: Self-study or facilitator-led training program for service delivery managers. Course topics include:

  • Becoming Citizen-Centric
  • Public Service Delivery Fundamentals
  • Listening to and Understanding Citizens

Flexible training options:

Facilitator-led virtual workshops

  • check our calendar of events for upcoming sessions
  • Contact us to schedule a session for the two programs above or individual sessions (minimum 10 participants)

Online self-paced workshops

  • Certified Service Professional (3 modules + certification exam)
  • Or take individual workshops:
    • Becoming Citizen-Centric
    • Public Service Delivery Fundamentals
    • Listening to and Understanding Citizens
    • Citizen-Centred Service Design

Certified Service Professional (CSP)

Designed for frontline service delivery professionals to improve your knowledge of the citizen-centred approach and professionalizing service delivery.

Individual Learning Modules

For learner's looking to expand their understanding of citizen-centric service

Citizen-Centred Service Design

Lead your public sector organization to “up the game” in delivering better services specifically designed with the citizen in mind. This course will teach you the practicalities of becoming a service designer. You will learn many of the same design philosophies and techniques used by professionals elsewhere in the service economy but with a crucial difference. The lessons offered here speak to the public-sector context, an arena which poses a unique set of opportunities and challenges.

Becoming Citizen-Centric

Shift the way you think about service delivery whether you provide internal or external service in the public sector. Discover what a best in class service experience looks like from a citizens and businesses perspective.

Public Service Delivery Fundamentals

Dive into the fundamentals of service delivery and being citizen-centred by learning the types of skills you need to have in your tool kit in order to provide good service. Discover what good service access looks like and how we can help our service recipients navigate the sometimes complex services that exist in the public sector.

Listening to and Understanding Citizens

Understand what citizens are saying about service delivery across the public service in Canada. Learn about existing surveys that are provided nationally as well as for participating jurisdictions. This is what outside-in listening looks like and how you can do the same for your organization.

Other program

Certified Service Manager: Self-study or facilitator-led training program for service delivery managers.

Contact us to discuss the best options for your organization’s training needs.