What We Are Building

• The Common Measurements Tool (CMT), the most effective tool currently available for public-sector organizations to measure client satisfaction and to identify specific priorities for improving performance.

• A secure and confidential benchmarking service based on the CMT client survey results, enabling public-sector organizations to compare their performance against others in the same business line and to identify best practices.

• Citizens First, a biennial national survey of citizen expectations, satisfaction levels, and priorities for service improvement at all levels of government.

• A data base repository of leading practices in citizen-centred public-sector service delivery at all levels of government.

• Research, publications, training modules, service improvement guides, and other management tools to promote the improvement of citizen-centred service delivery. Specific areas of ICCS' citizen-centred re-search and support include:

  • ESD (electronic service delivery);

  • Phone, mail, and over-the-counter services;

  • Single-window service delivery;

  • Service improvement models;

  • Customer surveying guides;

  • "Outside-In" quality service approaches.