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Mission and Mandate

PDFICCS Value Proposition Mindmap - Download

The mission of the ICCS is to promote high levels of citizen satisfaction with public-sector service delivery. The ICCS achieves its mission by undertaking research to identify citizens' service needs and expectations and by assisting the public sector in identifying and applying innovative, best practice service solutions which support quality service across all channels and respond effectively to citizens' service needs.

The Mandate of the ICCS is:

  • To serve as a world-class centre of expertise and a champion for citizen-centred service across service channels and throughout the public sector.
  • To undertake research into citizens' expectations, satisfaction, and priorities for service improvement, and to be a repository for knowledge about citizens' and clients' attitudes towards public-sector service.
  • To measure and monitor the progress of the public sector in improving citizen satisfaction with public-sector service delivery, and develop the means to recognize excellence in citizen-centred service.
  • To be the custodian of the Common Measurements Tool and electronic CMT in the public sector, and to provide a CMT data repository and benchmarking service for public-sector organizations.
  • To be a centre of expertise in e-government and electronic service delivery.
  • To become a centre for the development of publications, training modules and other management tools required by the public sector to promote the improvement of service delivery across the public sector.