Playbooks offer a "way to try something new, a way to look at a problem slightly differently than you have before". Playbooks provide tips, strategies, examples, and best practices to help you look at ways to meet the increasing expectations of citizens/clients for a positive and simple experience.

Insights into Public’s acceptance of Government Use of Data

The use of data to improve service delivery within and across levels of government in Canada raises issues such as responsible use of data and analytics, and the protection of the personal information of citizens. Is not so much whether citizen’s personal information can be legally used and shared by government, but more so whether citizens think government should be using and sharing their information. This report was developed for a better understanding of public acceptance for the use and sharing of data for the improvement of public services within and across levels of government. It is intended to inform the future direction of intergovernmental use of data in Canada, as well as to guide future research on barriers to data sharing for public services across government.


Citizen-Centric Services Maturity Model

May 2021

Service matters. The experience people have when they are accessing government services forms their impression – positive or negative – about the effectiveness of public institutions and the level of confidence they have in them. The Maturity Model is a tool that will help assess the current effectiveness of a service experience from a citizen perspective. It will also assist in determining what changes need to be made to improve that experience.


BN Playbook

Commissioned by PSSDC’s Service to Business Working Group

The Business Number (BN) is a foundational element of the business regulatory environment –enabling businesses to connect and participate in various programs at all levels of government through a standard (or common) business identifier (SBI)

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Analytics Playbook

Commissioned by Joint Councils’ Data Driven Intelligence Working Group

Now more than ever, during this pandemic, COVID-19 has highlighted the need and importance of real-time data, analytics and business intelligence services in the public sector. Data has not only been critical in responding to the pandemic, but it also has been critical in directing the public and keeping citizens informed on all that is happening and is to come. The Joint Councils (PSSDC & PSCIOC) developed an Analytics Playbook to support and advance the use of analytics across public sector organizations. The Analytics Playbook is both educational and instructive, articulating the value of analytics, identifying success factors that policy makers and leadership teams need to be thinking about advancing, and defining how organizations can get started on their analytics journey. The Analytics Playbook details notable achievements of Federal, Provincial/Territorial, and Municipal organizations with respect to the partnerships and projects that have used analytics to improve service delivery.


Service Partnerships Playbook

Commissioned by the PSSDC’s Service Network Collaboration Working Group

Within this Playbook you will find information on why you would enter a service delivery partnership, what makes a successful partnership, the steps and best practices for implementing and operating a partnership and how to measure the success of a partnership.


Behavioural Insights Playbook

Commissioned by PSSDC’s Channel Shifting Working Group

“Digital” is a hot topic these days, and it’s not just in the private sector. Governments are looking to enhance the way they design and deliver services to clients by looking to digital solutions. This means making services available online or through mobile applications. This also means looking at ways to meet the increasing expectations of clients for a positive and simple experience.


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