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)

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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

Joint Councils Executive Monthly Report January 2020
This month’s Joint Council’s Executive Report explores Sidewalk Labs’ Toronto Project. The report begins by providing a brief background of Sidewalk L...

Jan 06, 2020 • The Organisation for Economic Co-operation and Development (OECD)
Editorial: Making digital transformation work for growth and well-being
How do we – as citizens, governments and businesses – shape digital transformation so that it benefits society and leaves no one behind? This is a key...

Jan 06, 2020 • The Center for Digital Government, NASCIO and IBM
Delivering on Digital Government: Achieving the Promise of Artificial Intelligence
In August 2019, the Center for Digital Government and NASCIO, with support from IBM, set out to understand state CIOs’ motivations, plans and deterren...

Dec 04, 2019 • Ash Center for Democratic Governance and Innovation
Playbook: Government as a Platform
Looking around the world, we can see a different approach to digital government. One of cross-government platforms that are beginning to break down or...

Nov 21, 2019 • Deloitte
Government Trends 2020
Major technological advances have prompted innovation in the private sector—how is government similarly adapting to this change? Nine trends illustrat...

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