Citizen First - Powered by the Institute for Citizen-Centred Service

Research and Publications

Find out how citizens and business view public sector services at all levels of government.

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.


Business First 2019

​Business First 2019 is the latest study in the research series, previously entitled Taking Care of Business, that examines Canadian businesses' perceptions of government services. (Download only)


Citizens First 8

A comprehensive look at how clients view government services with emphasis on providing actionable data. (PDF Download)


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.

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)

Download Supporting Files

Analytics Playbook

Commissioned by PSSDC’s Data Driven Intelligence Working Group

The world is getting more complex. Societal problems have multiple root causes that cross domains and one-size-fits-all solutions are not enough. Public sector organizations face additional challenges related to performance and accountability, increasing fiscal pressure, and meeting rising public expectations for results and responsiveness.


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.


Research Resources

Rapport des Conseils Mixtes Mars 2020
Le rapport exécutif du Conseil conjoint de ce mois-ci donne un aperçu des principaux facteurs qui attribuent à la fracture numérique au Canada. La que...

Joint Councils Executive Monthly Report March 2020
This month’s Joint Council’s Executive Report provides an overview of key factors that attribute to the digital divide in Canada. The issue of digital...

The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences
Read this report from Forrester Research to learn: Three megatrends for customer service pros in 2020; How shifts in AI and agent roles influence work...

Feb 21, 2020 • Government of the United Kingdom
Artificial Intelligence and Public Standards: A Review by the Committee on Standards in Public Life
Artificial intelligence has the potential to revolutionise the delivery of public services, creating an opportunity for more innovative and efficient ...

Rapport des Conseils Mixtes Février 2020
Le rapport exécutif du Conseil conjoint de ce mois-ci donne un aperçu d'un récent rapport de recherche publié par Mckinsey & Company - The Global Case...

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