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

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August 18, 2021

Business First 2021 study

You're invited to join the Business First 2021 study. The study takes an in-depth look at how businesses across Canada perceive the quality of government services. This iteration will also assess the impact of COVID-19 on businesses.

Business First is built on the strong foundation of the previous iterations of the Business First and Taking Care of Business series.



July 8, 2021

Get the highlights - Citizens First 2020 webinar

On July 7, 2021, The Institute for Citizen-Centred Service (ICCS) presented a complimentary session with guest speaker, Marina Gilson, Director, Ipsos Public Affairs.



July 6, 2021

The results are in! Citizens First 2020

Citizens First 2020 is the latest study in the research series spanning over two decades. It looks at key areas of public service delivery including service quality, client expectations and channel usage, and identifies priorities for service improvement with emphasis on actionability. In addition, the survey explores topics of special interest to service providers such as digital identity and artificial intelligence. It also tracks how government service providers have responded to the COVID-19 crisis.



June 4, 2021

Digital Transformation with Intelligent Automation webinar with UiPath

On June 2, 2021, The Institute for Citizen-Centred Service (ICCS) presented a complimentary session with guest speaker, Joel Cherkis, Vice President of Global Industries of UiPath.



April 22, 2021

ICCS sets strategic direction for 2021-24

As a non-profit, the overarching goal of the ICCS is to champion, enable and promote citizen-centric services. Our job is to help governments research and develop insights, knowledge and create the tools needed to design and deliver citizen-centred services. In short, our priority is to ensure that public sector organizations think ‘outside-in’, and always put the citizen at the ‘centre of their work’.



March 15, 2021

Call for nominations is open to September 30, 2021

Nominate an outstanding Canadian public sector leader who over a significant period of their career transformed the quality of citizen-centred service in their own jurisdiction and across Canada.

Presented annually, recipients of the Award must have demonstrated superior and sustained leadership that resulted in transformational change to the quality of public sector service delivery within their own jurisdiction and across jurisdictional boundaries



March 12, 2021

2020 Heintzman Leadership Award Winner

The ICCS is proud to announce Guy Gordon as the Heintzman Leadership Award winner in recognition of his substantial contribution to the promotion of, and commitment to citizen-centred service delivery in Canada.



February 11, 2021

Are Canadians Emotionally Engaged with the Government?

On February 11, 2021, we heard from our keynote speaker, Sumair Sayani, Founder, PathosAI about an exciting new initiative on artificial intelligence.

In collaboration with PathosAI, Citizen First powered by the Institute for Citizen-Centred Service undertook a pilot project using Citizens First research. The purpose was to test their unique artificial intelligence models and tools to measure emotions of Canadian citizens at the point of the service interaction, identify the drivers of those emotions, to finally calculate the emotional engagement with government.

Learn about the remarkably interesting results from this pilot project and discuss the method PathosAI deployed to deliver the insights. Explore how you can deploy this innovative method to build a stronger citizen emotional engagement with the services you offer.



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