We were pleased to partner with Public Digital to share their expertise on Fixing Digital Funding in Government on February 23 who shared examples of changes that governments have made to meet that challenge, and seven shifts in culture, attitude, and behaviour that are crucial for sustained digital success. To successfully design, build and sustain great digital services you need to fund them properly. Too little process to manage funding, and you won’t focus on the right priorities and you’ll duplicate effort. Too much, and you’ll suffocate innovation and condemn your existing services to gradual decline and growing risk.

The ICCS is proud to announce Richard Dalpé 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.

We were pleased to partner with Public Digital to share their expertise on Open source software in public sector organizations on October 7 to learn how to give your teams greater flexibility on how they solve problems and develop services based on users’ needs.

Despite that many government bodies have struggled to really find the impact it promises. Public Digital shared the results of their global research on what it takes to create the conditions for success with open source, how that connects with the wider digital opportunity, and a capability model to help leaders invest in the right areas.

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.

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

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.

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.