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November 9, 2020

Learning and Training – NEW eLearning programs are NOW AVAILABLE

We are excited to let you know that our eLearning training programs are now available. Over the past year, we have been busy updating our Certified Service Professional (CSP) and Certified Service Manager (CSM) programs. Our goal is to provide a more flexible learning experience with content that helps service professionals and organizations work towards building and sustaining a citizen-centric approach. We now have three CSP modules online, with more to come in 2021.



November 4, 2020

Guest speaker: Lou Downe, Scaling good services through service literacy

On November 4, 2020, ICCS and MSDO co-hosted Lou Downe, author of "Good Services: How to design services that work" as a guest speaker. Design is an increasingly mainstream activity within organisations, yet the services we use today are still more likely to be the product of technological constraints, political whim or personal taste than they are the conscious decisions of an individual or organisation. Lou spoke about the experience of building the UK’s largest in-house design teams in the UK government, and what it takes to build a truly user-centred organisation at scale.



October 7, 2020

Developing a digital government during COVID-19

On October 7, 2020, ICCS hosted James Stewart as a guest speaker who shared his expertise on the COVID-19 pandemic being a critical moment in the development of digital government.

James Stewart, Lead Technology Specialist, Public Digital and author of Budgeting for Change shared how governments were forced to respond at a rare pace and across sectors, their ability to communicate clearly online, adapt existing systems and establish new services at an extremely fast pace.



July 27, 2020

Citizen First Analytics

Now available, a digital and modernized online service, Citizen First Analytics, leveraging the “Common measurements tool”.

It’s an easy-to-use client satisfaction survey instrument that facilitates benchmarking across jurisdictions. As public-sector managers, you are quickly able to understand client expectations, assess levels of satisfaction, and identify priorities for improvement. Sign up for a free trial.



June 18, 2020

Webinar on COVID-19 pandemic

On June 17, 2020, ICCS partnered with IPSOS Public Affairs Canada to deliver a complimentary webinar on the COVID-19 pandemic.

Mike Colledge, President, IPSOS Public Affairs Canada provided details on COVID-19 and its impacts are evolving rapidly for all citizens and businesses in Canada and across the world. In an uncertain world, accurate and up to date knowledge matters. He then shared the latest research and analysis related to the coronavirus pandemic.



April 17, 2020

Call for nominations is open to September 30, 2020

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 6, 2020

2019 Heintzman Leadership Award Winner

The ICCS is proud to announce Richard Steele as the 2019 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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