Keynote speaker: Sumair Sayani, Founder, PathosAI

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.

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.

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.

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.

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.

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.

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.

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.