Integrated Service Delivery: A Critical Analysis

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 that 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.

Full Report:
Integrated Service Delivery: A Critical Analysis (2003) - (497 K)
Public Sector Service Delivery Council (PSSDC)

Report divided by contents:
Table of Contents (110 K)
Executive Summary (80 K)
Project Sponsorship (41 K)
Project Background (45 K)
Introduction (44 K)
Methodology (40 K)
Summary of Findings: ISD Challenges (97 K)
Summary of Findings: ISD Critical Success Factors (87 K)