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

Upcoming Events

  • January 19, 2021

    Certified Service Professional (workshop)

    Develop the skills and knowledge necessary for attaining service excellence. Register for this three-part webinar series designed to help improve service delivery in public sector organizations. Dates: January 19th, 21st and 26th, 2021. Cost $195 + applicable taxes.

  • January 26, 2021

    The Effective Service Delivery Manager (workshop)

    Learn the competencies required of an effective service delivery manager, how to engage employees, and how to build a service-focused culture in your organization. This workshop will be delivered over two 3-hour webinars on January 26 and 27 and facilitated by Carole Spicer of Spicer Facilitation & Learning. Cost $195 + applicable taxes.

  • February 9, 2021

    Building Organizational Service Excellence (workshop)

    Building Organizational Service Excellence Learn how to build service excellence by responding to trends in public service, listening to their clients, and balancing service demands with external requirements. This workshop will be delivered over two 3-hour webinars on February 9 and 10 and facilitated by Carole Spicer of Spicer Facilitation & Learning. Cost $195 + applicable taxes.

  • February 11, 2021

    Are Canadians Emotionally Engaged with the Government?

    Keynote speaker: Sumair Sayani, Founder, PathosAI. In collaboration with PathosAI, Citizen First powered by the Institute for Citizen-Centred Service undertook a pilot project using Citizens First research. The purpose was to test their unique artificial intelligence models and tools to measure emotions of Canadian citizens at the point of the service interaction, identify the drivers of those emotions, to finally calculate the emotional engagement with government. Learn about the remarkably interesting results from this pilot project and discuss the method PathosAI deployed to deliver the insights. Explore how you can deploy this innovative method to build a stronger citizen emotional engagement with the services you offer.

  • February 23, 2021

    Effective Service Channel Management (workshop)

    Learn how clients use various channels through channel mapping and utilization, how to develop a channel management strategy, and key lessons for implementing digital channels. This workshop is delivered over two 3-hour webinars on February 23 and 24 and will be facilitated by Carole Spicer of Spicer Facilitation & Learning. Cost $195 + applicable taxes.

  • March 9, 2021

    Designing Service Standards (workshop)

    Designing Service Standards Learn how service standards and service targets are connected, where and how to apply service standards, and approaches to developing effective service standards. This workshop will be delivered over two 3-hour webinars on March 9 and 10 and facilitated by Carole Spicer of Spicer Facilitation & Learning. Cost $195 + applicable taxes.

  • March 23, 2021

    Service Improvement and Transformation (workshop)

    Learn about the service improvement continuum, how to apply a service improvement model to increase success, and what tools to use to support service improvements. This workshop is delivered over two 3-hour webinars on March 23 and 24 and will be facilitated by Carole Spicer of Spicer Facilitation & Learning. Cost $195 + applicable taxes.