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

Research and Publications

Download the latest research studies to find out how citizens and business view public sector services at all levels of government.

Business First 2022

The upcoming, seventh iteration of the study will be of particular importance given the ongoing COVID-19 situation and the resulting challenges faced by Canadian businesses.

Citizens First 2020

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

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. (PDF Download)

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.

Playbooks and Reports

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.

Insights into Public’s acceptance of Government Use of Data

The use of data to improve service delivery within and across levels of government in Canada raises issues such as responsible use of data and analytics, and the protection of the personal information of citizens. Is not so much whether citizen’s personal information can be legally used and shared by government, but more so whether citizens think government should be using and sharing their information. This report was developed for a better understanding of public acceptance for the use and sharing of data for the improvement of public services within and across levels of government. It is intended to inform the future direction of intergovernmental use of data in Canada, as well as to guide future research on barriers to data sharing for public services across government.

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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 Joint Councils’ Data Driven Intelligence Working Group

Now more than ever, during this pandemic, COVID-19 has highlighted the need and importance of real-time data, analytics and business intelligence services in the public sector. Data has not only been critical in responding to the pandemic, but it also has been critical in directing the public and keeping citizens informed on all that is happening and is to come. The Joint Councils (PSSDC & PSCIOC) developed an Analytics Playbook to support and advance the use of analytics across public sector organizations. The Analytics Playbook is both educational and instructive, articulating the value of analytics, identifying success factors that policy makers and leadership teams need to be thinking about advancing, and defining how organizations can get started on their analytics journey. The Analytics Playbook details notable achievements of Federal, Provincial/Territorial, and Municipal organizations with respect to the partnerships and projects that have used analytics to improve service delivery.

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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.

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Citizen-Centric Services Maturity Model

May 2021

Service matters. The experience people have when they are accessing government services forms their impression – positive or negative – about the effectiveness of public institutions and the level of confidence they have in them. The Maturity Model is a tool that will help assess the current effectiveness of a service experience from a citizen perspective. It will also assist in determining what changes need to be made to improve that experience.

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Research Resources

Apr 19, 2022 • 
Quantum Computing 101 — Rapport exécutif du Conseil mixte de Avril 2022
Ce rapport comprend les suivants : Introduction et applicabilité; Caractéristiques uniques des ordinateurs quantiques; Avantages du quantum pour le go...

Apr 19, 2022 • 
Quantum Computing 101 — Joint Councils’ Executive Report April 2022
This report includes the following: Introduction and Applicability; Unique Features of Quantum Computers; Benefits of Quantum in Government; Future Im...

Mar 22, 2022 • 
L’avenir du milieu de travail au gouvernement — Rapport exécutif du Conseil mixte de Mars 2022
Le présent rapport comprend les éléments suivants: Tendances générales; Modèle de travail à partir de n’importe où; Principales considérations; Straté...

Mar 22, 2022 • 
The Future of the Workplace in Government — Joint Councils’ Executive Report March 2022
This report includes the following: Overall Trends; The Work-from-Anywhere Model; Key Considerations; Strategies to Prepare for the Workplace of the ...

Feb 28, 2022 • 
Services gouvernementaux accessibles — Rapport exécutif du Conseil mixte de Février 2022
Le présent rapport comprend les éléments suivants : Définition des populations vulnérables et mal desservies, Facteurs de risque d’accessibilité commu...

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