Service Model

The ICCS Citizen-Centred Service Improvement Model provides both a conceptual and a practical framework for continuous service improvement. Combined with the tools and methodologies of the Institute, it affords managers the opportunity to assess current services, to chart a future course, and to implement and assess improvement strategies.

Measure Citizen Satisfaction

Identifying and establishing benchmark reference points for citizen satisfaction with service delivery is a prerequisite for any improvement strategy. The Institute facilitates this objective through its biennial national Citizens First survey as well as through the Common Measurements Tool (CMT) that provides specific data from clients.

Analyze Findings

Using data collected through tools such as Citizens First and the CMT, the Institute supports research and analysis of service improvement. Focus is placed on understanding the drivers of satisfaction and identifying areas for service improvement. Comparative analysis with peer jurisdictions will also be possible using a forthcoming benchmarking service based on a cooperative data repository of CMT survey results. These analyses provide the opportunity to identify good practices and optimal areas for improvement.

Plan for Service Improvement

Sound analysis is the basis for crafting effective service improvement strategies. The identification of best practices provides potential models for planning and for partnering service improvements. The Institute's growing range of proven service guides, drawn from jurisdictions across the country, provides practical tools to assist in shaping effective strategies.

Implement Service Improvement

The ICCS supports the implementation of service improvement plans through a variety of means. Identifying opportunities to partner with best practice jurisdictions, providing service improvement guides, and sponsoring learning events are key elements of current support. Future services may also include service improvement consulting.

Evaluate Results

Any service improvement strategy is only as good as its ability to measure and evaluate results. The re-application of the CMT is the most effective means of tracking changes associated with key service drivers and of measuring success. At the same time, this reapplication closes the continuous improvement loop by allowing for the refinement of service improvement strategies over time.

Recognize Achievement

Any program of service improvement needs to recognize its achievement, celebrate its success, and tell its story. Recognition builds morale among those engaged in the effort and inspires those contemplating service improvement elsewhere. The ICCS will contribute to this imperative through the development of its own unique service excellence recognition award.