Publications and Research
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Toward Citizen-Centred Service Delivery: A How-to Guide for Service Improvement Initiatives This manual offers step-by-step advice for initiating a service improvement initiative, including the use of the CMT. |
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How to Conduct Customer Surveys (2004) The Institute for Citizen-Centred Service | 2004 1,620K PDF The manual provides information about collecting and receiving feedback from clients. Using it will improve your organizations' ability to effectively collect, receive, and use feedback from clients, both whether the service is directly delivered by your organization or through a partnership. This manual is about getting the client-generated information you need quickly and at a relatively modest cost. It will also enable you to conduct client feedback with less labour intensity, trouble, and personal concern. |
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Partnership Strategy for Horizontal Initiatives - Partner Workbook Partnership Strategy for Horizontal Initiatives - Partner Framework The Government of Ontario, like governments around the world, is under continual pressure to deliver more and better service by living up to citizen's expectations that are being set by private sector organizations. This is a guide for leaders who initiate and manage cross-organizational partnerships. The goal is to build strong and healthy partnerships that lead to customer service excellence, while at the same time streamlining resources needed for initiatives across ministries, jurisdictions and sectors. This guide provides an approach and a series of tools for identifying, engaging and managing service delivery partnerships. |
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Integrated Service Delivery: A Critical Analysis Public Sector Service Delivery Council (PSSDC) | May 2003 Governments face, and must overcome, multiple challenges on their journey to integrated service delivery. Using 19 case studies as its foundation, this report looks closely at critical success factors, best practices, and challenges faced by ISD practitioners across Canada. A unique feature of this report is the collection of almost 25 documents including funding agreements, partnership strategies, and accountability frameworks which have been collected from the organisations examined in the case studies. This analysis and documentation material provide a significant resource for jurisdictions looking to move their ISD agendas forward. - This project was sponsored by the Public Sector Service Delivery Council. more... |
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Clients Speak: A Report on Single-Window Government in Canada Public Sector Service Delivery Council and The Institute of Public Administration of Canada | 2002 449K PDF Initiated by the Public Sector Service Delivery Council (PSSDC), directed by the Institute of Public Administration (IPAC), and undertaken by R.A. Malatest and Associates, Clients Speak examines the use of "single-windows" for the delivery of services at the municipal, provincial/territorial, and federal levels of government. Copies of the report are available from IPAC. |
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Human Resources Study of the Canadian Customer Contact Centre Industry Initiated in 1999, the study identifies human resource issues affecting the industry today, and look at trends that will influence the future skill needs of the industry. |
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Municipalities and Citizen-Centred Service (2001) This report sets out a broad overview of citizen-centred service delivery issues faced by municipalities. The report is based on a review of eleven large and mid-sized municipalities across Canada. The methodology employed included a review of selected published material, a scan of municipal web sites, and a number of interviews conducted both by telephone and in person. |
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Citizen-Centred Service: Responding to the needs of Canadians This handbook makes available to you a powerful array of knowledge and tools generated by the Citizen-Centred Service Network. It identifies the service needs of Canadians, and then equips you with, or refers you to, the necessary tools and good practices to start delivering on these needs. This report draws directly from six reports released by the Citizen-Centred Service Network. |
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Good Practices in Citizen-Centred Service (1999) The case studies in this publication illustrate a variety of good practices in citizen-centred service. Beginning with the premise that there exists a "gap" between citizen expectations of government service and government service delivery, lessons are drawn from case studies under the following headings:
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Innovations and Good Practices in Single-Window Service (1999) Stephen Bent, Kenneth Kernaghan, and D. Brian Marson | March 710K PDF Based on studies that demonstrated a desire and a need for a single-window initiative, the Citizen-Centred Service Network (CCSN) outlined the various one-stop access programs of governments throughout Canada. This report classifies various approaches, establishes lessons learned, and success factors of existing single-window initiatives. |
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Citizen/Client Surveys: Dispelling Myths and Redrawing Maps (1999) This publication takes stock of what is known about the public's perception of public sector services, identifying an array of factors that drive service satisfaction. |
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Alternative Service Delivery in the Ontario Public Sector (1999) In addition to providing information about ASD in Ontario, this publication also offers a sampling of how ASD has been used in other levels of government, other countries, the broader public sector, and the private sector. The publication includes a series of case studies exploring ASD in Ontario. |
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Quality Services: A Series of Guides Quality Services: An Overview Published by the Government of Canada, this series of 13 guides covers topics such as "Measuring Client Satisfaction," "Service Standards," and "Employee Surveys." Built on lessons learned across the public and private sectors, the guides are designed to help organizations plan and implement quality service initiatives. |
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Best Value for Tax Dollars: Improving Service Quality in the Ontario Government: A Report to the Ontario Public Service (Summary) (1992) Government of Ontario, Continuous Improvement Services and Erin Research | February 1992 |