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Business First 2021

Measuring the Impact of COVID-19

Business First Research

Business First is an ICCS research series designed to gauge how businesses across Canada perceive the quality of government services. The studies in the series have taken place approximately once every two years since 2004 and, in each iteration, Canadian businesses have been asked about their service experience and expectations, what factors drive their satisfaction with service, and what areas of public sector service delivery they see as priorities for improvement. The findings have been used extensively in developing customer-driven service policies and delivery strategies at the national, provincial/ territorial, and municipal levels.

Obtain reports based on previous studies.

Business First 2021

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. The ICCS and its research partners are in the process of designing an effective instrument that will continue to track the key metrics from the previous studies but will also provide an in-depth look at the impact of COVID-19 on businesses in the context of government services across the subscribing jurisdictions.

Objectives

  • Assess the impact of COVID-19 on businesses in subscribing jurisdictions;
  • Provide updates on key tracking measures;
  • Determine attitudes of businesses toward government services;
  • Identify new trends and issues faced by businesses when accessing government services.
  • Launch: early fall of 2021
  • Target completion: early 2022
  • Questionnaire containing items relating to key measures from previous iterations as well as new measures designed to assess the impact of the COVID-19 situation;
  • Telephone interviews as the mode of data collection;
  • Sample selected from current business listings, as well as the Aboriginal Business Directory;
  • Sample size of 380 for the national component and most jurisdictions (smaller for some jurisdictions based on population).

Timelines

  • Launch: early fall of 2021
  • Target completion: early 2022

Metholodogy

  • Questionnaire containing items relating to key measures from previous iterations as well as new measures designed to assess the impact of the COVID-19 situation;
  • Telephone interviews as the mode of data collection;
  • Sample selected from current business listings, as well as the Aboriginal Business Directory;
  • Sample size of 380 for the national component and most jurisdictions (smaller for some jurisdictions based on population).

Subscription Details

Core Subscription

($35,000)

Enhanced Subscription

($45,000)

A detailed jurisdictional report providing full jurisdictional data analysis and actionable insight

X

X

A complete jurisdictional data set

X

X

A national report detailing study findings

X

X

A set of customized jurisdictional enhancements that may include elements of the following: customized additional survey questions, expanded sample size, or customized special report(s).

X

An in-person (if feasible) or remote presentation of the study results

X

Recognition as a study sponsor

X

X

TO SUBSCRIBE TO BUSINESS FIRST 2021 OR TO OBTAIN ADDITIONAL INFORMATION, PLEASE CONTACT:

Michal Dziong, Research Manager, ICCS

michal.dziong@iccs-isac.org

437-999-6210

Note: All copyright and intellectual property rights associated with Business First reside with the Institute for Citizen-Centred Service.