Research and Publications

Citizens First 2023

A detailed report providing an analysis of how users of government services rate their experiences and what they expect from public sector service providers.

Business First 2022

Our seventh iteration of this study focuses the ongoing COVID-19 situation and the resulting challenges faced by Canadian businesses. Bilingual PDF

Public sector organizations are increasingly adopting an “outside-in” perspective when delivering service to the public rather than being internally focused. Governments across Canada are making a difference by embracing a “citizen-centred” approach to service delivery experience.

You can improve the service delivery experience of your public sector organization by paying attention to the interests and opinions of citizens. This approach is instrumental in defining expectations, setting priorities, and establishing service standards.