Citizens First 4
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Full Report $30 CDN |
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| Summary Report $15 CDN |
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Citizens First 4 is an exciting undertaking by the public sector in Canada. The work is full of fresh insights and comprehensive information on how citizens and clients of the Canadian public sector perceive the services they receive from governments at the municipal, provincial/ territorial, and federal levels.
As the fourth in a series of biennial studies, Citizens First 4 tackles a range of interesting new areas of investigation, as well as tracking progress over time. It builds on and extends the citizen-centred research agenda that is a cornerstone of the Canadian approach to public service improvement.
Citizens First 4 is based on a representative sample of 6,994 Canadians in every province and territory. Its main findings are:
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Service quality ratings are improving. The public sector in Canada is making progress. Scores on service quality reputation are going up for all levels of government for the fourth survey in a row. In addition, ratings for many specific services have also improved.
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Service quality impacts citizens’ confidence in the public sector. A rich empirical analysis confirms that the quality of service a citizen experiences impacts their overall view of the public sector. It also identifies that services must be seen to have strong leaders and managers, provide a benefit, and to be delivered in equal and ethical ways, or confidence will be undermined.
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Core drivers of satisfaction remain important: new ideas on how to improve performance of the Internet and telephone channels are found . The five core drivers of satisfaction identified in 1998 are validated once again; timely service, knowledgeable staff who go the extra mile to help clients, fair treatment, and a successful outcome. A deeper look at how to improve performance of the Internet and telephone channels reveals interesting variations of the drivers and how the channels are used for different types of services.
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Factors impacting access to services are discovered. The challenge of improving access to public sector services has been an issue for many years. Attention is directed at learning when access succeeds or fails. A new model of the drivers of access is revealed for the first time.
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Citizens have concerns about the privacy and security of their personal information when using on-line channels for government services. The privacy and security of personal information is an important issue to citizens. The concerns for both are described, as are strategies that citizen’s say will start to address them.
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Citizens’ priorities for improvement remain consistent. Citizens’ priorities for improvement have not changed greatly since 1998. Of the services studied at the municipal and provincial/territorial levels, the top areas relate to health care, roads, and schools. At the federal level the main interest is in Health Canada information on health issues, Canada Post, Canada Pension Plan and Old Age Security, Employment Insurance, Customs and Immigration border services, Canada Revenue Agency (formerly Revenue Canada), and Passports.
These Citizen’s First 4 findings provide a great wealth of information, not only on the outstanding successes being made, but on how public sector organizations from all levels of government can continue to make further improvements. This will enable Canadian public sector services to continue to lead the way in meeting changing citizen needs and expectations, in strengthening confidence in the public sector, and in remaining a world leader in citizen-centred service.