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Background

The award-winning, intergovernmental Citizen-Centred Service Network (CCSN) released a series of reports, tools, and recommendations aimed at improving citizen satisfaction with public-sector service delivery in Canada. These included:

  • Citizens First: a national survey of citizen expectations, satisfaction levels, and priorities for service improvement;

  • Taking Care of Business: a national survey of business clients' views of public sector service delivery and ways of improving service quality;

  • The Common Measurements Tool (CMT): a survey tool for assessing client satisfaction;

  • A database highlighting good practice in service delivery.

The CCSN also recommended the establishment of an Institute to sustain and further develop these efforts. The ICCS is the product of this vision. The federal, provincial, and territorial representatives of the Public Sector Service Delivery Council agreed to establish the ICCS as an ongoing centre of expertise in citizen-centred service. Supported by the Public Sector Chief Information Officers Council and incubated by the Institute of Public Administration of Canada, the ICCS is working with governments across Canada (and around the world) to improve citizen satisfaction with public-sector service delivery.