Citizens First 5
Institute for Citizen-Centred Service| 2008

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Canadians Say Good Service Matters!

Toronto, ON – Today the Institute for Citizen-Centred Service (ICCS) released Citizens First 5 (CF5), the latest in a series of leading edge research that examines how Canadians experience government services. This survey makes Canada unique in the world in being able to measure and demonstrate a consistent improvement in citizen satisfaction with public sector service delivery over a ten-year period.

Public sector service organizations must keep pace with the public’s rising expectations for high quality and cost-effective services. Citizens First studies measure customer satisfaction with services provided by governments across Canada, allowing them to benchmark against other jurisdictions, track progress over time and help them identify priorities for improvement.

Ralph Heintzman, Adjunct Research Professor at the University of Ottawa, noted, “The Citizens First series…has established the gold-standard for research on public sector service delivery, not only in Canada, but around the world. The ICCS methodology and approach have equipped public sector managers with the tools they need to identify action priorities for service improvement in the public sector.”