A public servant, former or present, from any level of government across Canada, at the senior management/executive level, such as a Senior Manager/Adviser, Director, Executive/Senior Director, Director General, Assistant Deputy Minister, Deputy Minister, Chief Information Officer, Chief Digital/Data Officer, Chief Administrative Officer. The person must be passionate about citizen-centred service delivery excellence in the public sector having the following qualities:
champion of citizens' service needs, expectations, and designed and/or developed and delivered services that are citizen-centred and easy to use.
unwavering strong support of inter-jurisdictional co-operation and collaboration by providing influential leadership on client centric services within Canada while encouraging others to think creatively supporting innovation and partnerships among programs.
broadening the focus of the service delivery community beyond service itself to some of the other, related management functions, especially regarding the linkage between the level of public sector employee satisfaction and engagement and citizens’ satisfaction and trust and confidence in public institutions.
forging alliances between the service delivery and other operational communities, for example, with a focus on measuring and improving public sector employee engagement, as a critical condition for measuring and improving citizen satisfaction with service delivery.
About their accomplishments
Refer to individual past award winners to learn more about their individual impact in the pursuit of citizen-centric service delivery excellence in the public sector. Here is a summary and examples of accomplishments of past recipients of the HLA:
integrated service improvement strategy with the service delivery and CIO communities working closely together
collaborated across departments and jurisdictions and applying a whole of government and whole of public sector approach
directly involved in a transformational initiative with a focus on making government services easy to find and offering a consistent user experience
made significant and sustainable contributions to citizen-centred principles and practices through their leadership
developed relationships with partners from both the public and private sectors as project had many stakeholders
advanced concepts of service delivery in a community of practice, i.e., CIO community
was a member of a cross jurisdictional team tasked with developing single point of contact for citizen-centred service that could be replicated
partnered with all government departments in provinces, territories, and municipalities in support of services to business and citizens and led the implementation of a client centric service delivery renewal strategy to modernize access to information from multi-jurisdictional government departments
influenced and led a transformational project, i.e., from paper and web-based codes to digital services
led digital and service improvement initiatives resulting in enhanced user centricity, has transformed how people are served and how people work in social assistance, i.e., citizen-centred service embedded in corporate plans
translated their vision of integrated multi-channel service into reality by transforming multiple siloed branch delivery networks into an integrated network
led the development of annual service management questions and performance indicators for departments resulting in the development of service strategies and commitments, establishment of service standards and progress towards online enablement of services across all governments.