Public Sector Service Delivery Council (PSSDC)

In 1997, the Canadian Centre for Management Development (CCMD) established the Citizen-Centred Service Delivery Network (CCSN), which later became the Senior Service Delivery Officials (SSDO) Forum. The SSDO established a number of productive committees and successful projects. In 2000, this group was re-named the Public Sector Service Delivery Council (PSSDC) and is now co-chaired by a federal and a provincial member and membership has expanded to include municipalities.

In addition to being a focal point for service delivery leadership, the Council is a catalyst for action aimed at four key business drivers: fiscal pressures; citizen trust and confidence in government; client service needs; and taxpayer demands for efficiency. To that end, the Council has created an environment for jurisdictions to share information about their respective successes and challenges; a forum to identify common priorities and opportunities for collaboration; and a pool of resources to undertake collaborative initiatives and projects.

Objectives of the PSSDC are to:

1. Lead initiatives that positively influence cost efficient, citizen-centred service delivery within and across as many jurisdictions as possible.
2. Build on the foundation of sharing information to develop knowledge banks and cultivate communities of practice with particular focus on front-line service practitioners.
3. Extend information sharing, advice and guidance about service delivery to others such as shared services (e.g. HR, procurement), policy, program, technology and information management.
4. Strengthen the management of information sharing relevant to service delivery of interest to the public, private and voluntary sectors.

Current priorities focus on opportunities for cooperation, collaboration and integration regarding research and measurement related to citizen, client and business satisfaction with government services; issues common to one-stop service delivery organizations; solutions for improvements to telephone service, and better knowledge about the government service delivery landscape.

The Public Sector Service Delivery Council (PSSDC) and the Public Sector Chief Information Officer Council (PSCIOC) jointly steer sub-committees aimed at four areas of interest to both the service delivery and CIO communities: the Research Sub-Committee, the Privacy Sub-Committee, the National Committee on Identity Management and Authentication (NCIMA) and the Business Transformation & Enablement Program (BTEP) Sub-Committee.

Highlights of PSSDC Achievements

• In conjunction with the PSCIOC, the PSSDC was instrumental in the creation and development of the Institute for Citizen-Centred Service (ICCS).
• Spearheaded collaboration on research to better understand the public sector service landscape and best practices to develop tools to measure the satisfaction of citizens (Citizens First series), clients (Common Measurements Tool), and for business (Taking Care of Business).
• Completed a variety of studies about multi-channel, single-window, integrated and alternate service delivery that have contributed to improved access to service. Examples of these projects are: 1 -integration of the government pages of telephone directories; 2 - development of a Service Cluster Collaboration Tool; 3 - e-Contact; and 4 - BizPal.
• Initiatives to support service providers and managers:1 - the development of human resource competencies; 2 - new communities of practice e.g., call centre executives; and 3 - learning through workshops and seminars to influence broader understanding of the principles and practices necessary for continuous service improvement.