Citizen First Analytics

Who uses the Analytics and Benchmarking Service?

Public sector service delivery organizations at all levels of government who provide services to citizens.

Why use the Analytics and Benchmarking Service?

Your service delivery managers can improve your organization’s performance when it comes to service delivery by:

  • comparing how your organization is performing against the background of its peers
  • examining how your respective service areas are rated by citizens
  • making data-driven strategic and tactical decision
  • tracking your organization’s performance and formulating long-term objectives based on empirical research


Citizen First Analytics is a service designed for public sector service delivery organizations at all levels of government. It is available to users of the Common Measurements Tool (CMT), a survey design instrument developed specifically for public sector service providers, who can access it directly via a self-serve option or by submitting their data to the ICCS.

Among the key features of the Citizen First Analytics service is its ability to offer benchmarking and other analytical options such as driver analysis. The service enables organizations to compare their results to those of their peers in a time- and cost-effective way and, in order to ensure apples-to-apples comparability, employs customizable criteria that take into consideration such elements as sector, level of government, client type, scope, activity, and area of service.

Citizen First Analytics uses a research-based and action-oriented approach to data analysis by applying the key principles of the citizen-first model. The resulting reports provide unique insights based on a broad range of comparative data from all levels of government and a wide array of service areas. A typical Citizen First Analytics report includes a comprehensive executive summary enabling a quick assessment of the results, as well as a detailed analysis section containing summary charts, detailed benchmarking data, and identification of priorities for service improvement. We are committed and dedicated to give you a long-lasting benchmarking journey by:

  • giving you a competitive advantage rooted in the research-supported methodology
  • providing high quality of service and responding to your needs while ensuring that the instrument is kept up-to-date
  • making constant progress towards providing increasingly sophisticated analysis and support services
  • facilitating shared learning and bringing together organizations with similar interests to promote the sharing of knowledge and experiences

The Analytics an Benchmarking Report includes:

  • summary charts
  • detailed benchmarking data
  • identification of priorities for service improvements

To view more information on the content of the Benchmarking Report, including sample charts, see the Benchmarking Report.

Contact us to discuss your organization’s benchmarking needs and to request our Benchmarking Service.