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

Listening to and Understanding Citizens

Becoming citizen-centric is all about making sure you know what people think about the services you and your organization deliver. Gain insights taken directly from ICCS research, and learn how to listen to what your clients are saying. This self-guided course focuses on:

  • ICCS Research Findings
    • A closer look at how ICCS conducts it's own citizen and business satisfaction surveys
  • Citizen First Findings
    • Highlights key findings from the most recent research, and what it means for public-sector services
  • Business First Findings
    • Highlights key findings from the most recent business satisfaction research, and what it means for public-sector services
  • How to Use the Common Measurements Tool
    • An overview of the CMT, and how you can use it within your own organization
  • Guide to Continuous Listening
    • Develop strategies for continuous surveying and provide tips for how data should be analyzed

Upon completion, learners can expect to:

  1. Gain an understanding of the Citizens First, Business First programs and the data they contain
  2. Connect the concept of outside in and citizen centred to research findings
  3. Gain an understanding of the Common Measurements Tool and how you can use this tool in your organization
  4. Learn how organization can listen to the voice of your citizens and service recipients
  5. Learn how you can action the data regardless of where you are in the organization

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.