Becoming citizen-centric is all about making sure you know what people think about the services you and your organization deliver. Gain insights taken directly from ICCS research, and learn how to listen to what your clients are saying. This self-guided course focuses on:
ICCS Research Findings - A closer look at how ICCS conducts it's own citizen and business satisfaction surveys
Citizen First Findings - Highlights key findings from the most recent research, and what it means for public-sector services
Business First Findings - Highlights key findings from the most recent business satisfaction research, and what it means for public-sector services
How to Use the Common Measurements Tool - An overview of the CMT, and how you can use it within your own organization
Guide to Continuous Listening - Develop strategies for continuous surveying and provide tips for how data should be analyzed
Upon completion, learners can expect to:
Understand what citizens are saying about service delivery across the public service in Canada. Learn about existing surveys that are provided nationally as well as for participating jurisdictions. This is what outside-in listening looks like and how you can do the same for your organization.