Follow:        

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

Upcoming Events

  • February 1, 2022

    Certified Service Professional Online Workshop (English Offering), Feb 1st — 3rd, 2022 ($195.00 plus applicable taxes)

    Join us for this 3-part series designed to help Canadian Service Delivery Professionals develop the skills and knowledge needed for attaining service excellence. All sessions are 2 hours in length, and will begin at 1pm ET. English Session to be held February 1st, 2nd and 3rd. French Session to be held February 8th, 9th and 10th.

  • February 8, 2022

    Certified Service Professional Online Workshop (French Offering), Feb 8th — 10th, 2022 ($195.00 plus applicable taxes)

    Join us for this 3-part series designed to help Canadian Service Delivery Professionals develop the skills and knowledge needed for attaining service excellence. All sessions are 2 hours in length, and will begin at 1pm ET. French Session to be held February 8th, 9th and 10th.

  • February 16, 2022

    Project Management for Service Delivery (offered in English) ($395.00 plus applicable taxes)

    Join us for this 4-part workshop and learn the roles of various stakeholders including the sponsor and project manager. Using a case study, participants will follow a detailed Project Management Process and will begin the development of a project plan.The sessions will be held on February 16th, 23rd, March 2nd and 9th, 2022.

  • February 23, 2022

    IPAC 17th Annual Leadership Summit

    The 17th annual Leadership Summit will be held virtually on February 24th, 2022 from 10:00am – 5:00pm (EST). However, after almost 2 years with no in-person events we are hosting the first in-person networking session on February 23, 2021 at 5:00pm (EST) in Toronto. At this event we will be celebrating the launch the 75th Anniversary. This one-day virtual event will feature subject matter experts and inspiring speakers from industry, academia, and government, with the potential for you to provide your own expert to engage the audience on topics relevant to your business objectives. Become a sponsor today and prepare public sector leaders and organizations on how to navigate through an uncertain future.

  • February 23, 2022

    Fixing Digital Funding in Government

    Join our guest speaker, James Stewart from Public Digital, who will share examples of changes that governments have made to meet that challenge, and seven shifts in culture, attitude, and behaviour that are crucial for sustained digital success.To successfully design, build and sustain great digital services you need to fund them properly. Too little process to manage funding, and you won’t focus on the right priorities and you’ll duplicate effort. Too much, and you’ll suffocate innovation and condemn your existing services to gradual decline and growing risk. When digital services are the face (and increasingly the heart) of any organisation, getting digital funding right is fundamental to whether you’ll thrive or decline in the internet-era.

  • March 1, 2022

    Effective Service Delivery Manager Workshop, March 1st & 3rd, 2022 ($195.00 plus applicable taxes)

    Join us for this 2-part virtual workshop designed for public service delivery managers in all levels of government. An effective service delivery manager plays a key role in establishing service culture and building organizational success. Join this interactive workshop and learn the competencies required of an effective service delivery manager, how to engage employees and build a culture of service in your organization. Based on the Certified Service Manager Body of Knowledge (CSMBoK) issued by Citizen First; written by and for public service delivery managers.

  • March 8, 2022

    Building Service Culture Workshop, March 8th & 10th, 2022 ($195.00 plus applicable taxes)

    Join us for this 2-part virtual workshop designed for public service delivery managers in all levels of government. Delivering public sector service excellence is unique in its requirements to balance public expectations while maintaining fiscal responsibility. Join this interactive workshop and learn how to build service culture by responding to trends in public service, listening to clients, and balancing service demands with external requirements. Based on the Certified Service Manager Body of Knowledge (CSMBoK) issued by Citizen First; written by and for public service delivery managers.

  • March 22, 2022

    Effective Service Channel Management Workshop, March 22nd & 24th, 2022 ($195.00 plus applicable taxes)

    Join us for this 2-part virtual workshop designed for public service delivery managers in all levels of government. Effective service channel management ensures your clients and customers can reach you when they need, and how they need your services. Join this interactive workshop and learn how clients use various channels through channel mapping and utilization, how to develop a channel management strategy, and key lessons learned of implementing digital service delivery. Based on the Certified Service Manager Body of Knowledge (CSMBoK) issued by Citizen First; written by and for public service delivery managers.

  • March 29, 2022

    Designing Service Standards Workshop, March 29th & 31st, 2022 ($195.00 plus applicable taxes)

    Participants of this workshop will learn how service standards and service targets are connected, where and how to apply service standards, and approaches to developing service standards. Previous use/knowledge of service standards not required.

  • April 12, 2022

    Service Improvement & Transformation Workshop, April 12th & 14th, 2022 ($195.00 plus applicable taxes)

    In this interactive workshop, participants will learn about the service improvement continuum, how to apply a service improvement model to increase success, and how the customer journey map can provide valuable feedback in the improvement process.