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


News Releases

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.

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.