Strategic Plan

2025-28

Executive Summary Vision, Mission & Mandate Accomplishments 2021-2024 New Challenges Priorities Français

Executive Summary

Setting the Course

The Institute for Citizen-Centred Service (ICCS) is a not-for-profit organization that was created by the public sector for the public sector to support pan-Canadian efforts to design and deliver services to Canadians. We help ensure that organizations think outside-in and put individuals at the centre of their work. Minimizing barriers created by unequal access to trusted and reliable tools and services is key, particularly for vulnerable populations. That’s why we support efforts to expand accessibility and ensure non-digital alternatives continue to be available.

The ICCS works with our federal, provincial, territorial, and municipal colleagues for collaboration on an approach that works for all Canadians. Through our unique relationship with the Public Sector Chief Information Officer Council and the Public Sector Service Delivery Council (also known as the Joint Councils), we support and enable cooperation and knowledge exchange through our learning, research, and measurement services as well as our support of citizen-centred service improvements.



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Vision, Mission & Mandate

Vision

Be the leading centre of expertise to advance citizen-centred service delivery in the Canadian public sector.

Mission

Champion public sector service excellence by enabling and supporting pan-Canadian citizen-centric service innovation.

Mandate

We champion a people-centered approach in the public sector through our activities:

  • provide a neutral platform for inter-jurisdictional collaboration and shared learning for the public service delivery community in Canada;
  • provide strategic planning and secretariat services to senior public sector leadership teams focused on pan-Canadian collaboration;
  • monitor and measure the progress of the Canadian public sector in improving satisfaction with service delivery; and,
  • promote cost-effective public-sector service delivery through sharing of best practices, approaches, tools, and publications.


Key Organizational Goals

The ICCS strategy for 2025-2028 is to better align our work and resources to evolving government priorities while supporting inter-jurisdictional collaboration. To support member priorities, we will:

  • Dedicate resources to provide knowledge, expertise, support, and help advance services that are more accessible to Canadians and enhance skills and capacity in jurisdictions;
  • Enhance strategic planning and secretariat services to meet growing demand and coordinate priorities more effectively;
  • Manage a neutral, cost-effective platform for inter-jurisdictional collaboration, and ensure knowledge transfer between governments to advance service delivery improvement; and,
  • Facilitate partnerships on shared priorities and activities focused on innovative public sector service delivery while enabling shared digital and technological service improvements.
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Accomplishments

Canadians live in a digital world. They shop, bank, work, study, read, and get together online. And they expect the same ease and convenience from their governments when accessing information, programs, and services.

During 2021-24, we’re proud to have contributed to enabling service delivery excellence across Canada, especially in the following initiatives and activities:

  • The ICCS provided knowledge, expertise, and support to jurisdictions looking to improve services to Canadians. We facilitated key partnerships and activities focused on improving public sector service delivery through shared digital tools to support service improvements. These included exploratory workshops and support in conceptualizing potential pilot projects.
  • As service delivery and technology leaders, jurisdictions require clear, unbiased, and actionable insights. This means delivering timely, relevant, and valuable intelligence to improve service delivery outcomes. The past three years, we completed several studies on how citizens feel about their experience while using government services. We’ve enhanced our survey methodologies, and use of emerging analytics technologies for our Citizens First and Business First research products.
  • The ICCS supported the work of the Joint Councils, the Public Sector Service Delivery Council, the Public Service Chief Information Officer Council, and other tables that oversee inter-jurisdictional working groups and communities of practice. Priority areas include Safe and Trusted Digitally Enabled Services, Client Centric Services, Innovative Service Delivery Partnerships, and Cyber Security.
  • The ICCS digitized its service offerings, including the Common Measurements Tool (CMT) question bank, which allows our clients to easily create and upload citizen satisfaction survey questions into their own survey tools. Our instructor-led workshops were updated with the latest research findings and the virtual-delivery experience was revamped to improve the learning experience. These improvements were made to continue providing effective online self-study programs to learners from all three levels of government, representing various jurisdictions.


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New Challenges

How far can we see?

Our latest Citizens First study shows the continued shift toward online services; 76 per cent of Canadians prefer online access for government services. Leveraging this digital shift can help improve satisfaction by addressing critical drivers of service quality, such as timeliness, accessibility, convenience, ease of use, and issue resolution.

Service delivery in Canadian governments typically still have multiple entry points, which leads to varying levels of service. More importantly, this approach means a lack of integration, which makes it more difficult and cumbersome to access government services and information. A seamless approach for Canadians that improves the overall end-to-end experience is a key aspect of regaining public trust in governmental institutions.

The nations leaping ahead are accelerating their digital public infrastructure to drive their economies, protect citizens, deliver seamless, citizen-centred services, and create a foundation for transparency and trust.​ The Institute is positioned to work with all levels of government focusing on removing barriers and provide easier, more secure, and seamless access to services and support for Canadians.



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Priorities

  • Gain an understanding of evolving member needs to further strengthen our ability to enable and support cross-jurisdictional priorities and initiatives.
  • Forge strong partnerships and alliances within a trusted, secure, pan-Canadian environment, championing and advocating for advancement in all Canadian jurisdictions.
  • Embrace ideas, innovation, and collaboration for flexible, nimble, citizen-centred approaches to solve complex inter-jurisdictional challenges.
  • Honour the expertise, knowledge, and diverse perspectives of colleagues, partners, and community, fostering a unified and forward-moving approach in everything we do.
  • As a neutral platform for innovation, collaboration, shared solutions, help drive specific outcomes to advance integrated service delivery across Canada.