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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 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.

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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

Jan 23, 2022 • 
Prestation de services omnicanal au gouvernement — Rapport exécutif du Conseil mixte de Janvier 2022
Le présent rapport comprend les éléments suivants : Introduction, Avantages de la prestation de services omnicanal, Principales considérations, Straté...

Jan 23, 2022 • 
Omni-Channel Service Delivery in Government — Joint Councils’ Executive Report January 2022
This report includes the following: Introduction, Benefits of Omni-Channel Service Delivery, Key Considerations, Omni-Channel Strategies in Government...

Jan 01, 2022 • Dr. Jeffrey Roy, Dalhousie University
COVID-19, Digitization & Hybrid Workspaces: Implications and Opportunities for Public Sector Organizations
The purpose of this report is to examine the emerging contours and prospects for hybrid workforce and workspace strategies within the Canadian public ...

Dec 06, 2021 • 
La cybersécurité au gouvernement — Rapport exécutif du Conseil mixte de Novembre 2021
Le présent rapport comprend les éléments suivants : Les 10 principales menaces courantes à la cybersécurité en 2021, Leçons apprises, Stratégies de cy...

Dec 06, 2021 • 
Cybersecurity in Government — Joint Councils’ Executive Report November 2021
This report includes: The Top 10 Common Cybersecurity Threats in 2021, Lessons Learned, Cybersecurity Strategies in Government, and Insights for a Pro...

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