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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.

NEW!

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)

NEW!

Citizens First 8

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

Playbooks

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.

Download

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.

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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.

Download

Research Resources

Jul 29, 2020 • 
Rapport des Conseils Mixtes Juillet 2020
Le présent rapport exécutif met en lumière les initiatives en cours visant à accélérer la numérisation des services gouvernementaux. L’accent y est mi...

Jul 29, 2020 • 
Joint Councils Executive Monthly Report July 2020
This Executive Report highlights the acceleration of digital government that is now taking place. The focus is on exceptional government leadership ac...

Jun 30, 2020 • 
Rapport des Conseils Mixtes Juin 2020
La cybersécurité doit être une question prioritaire afin de permettre aux gouvernements de lutter efficacement contre la cybercriminalité. Cela dit, l...

Jun 30, 2020 • 
Joint Councils Executive Monthly Report June 2020
Cybersecurity must be an agenda-topping issue in order for governments to effectively combat cybercrime. That being said, maintaining best practices w...

Jun 01, 2020 • United Nations
E‑Government Survey 2020: Digital Government in the Decade of Action for Sustainable Development
The year 2020 was significant in the global benchmarking of e-government, as governments are reminded more than ever about the importance and relevanc...

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