Research Repository
A Policy Framework for Service Improvement in the Government of Canada

This document describes a policy framework for use by departments and agencies to improve service to Canadians. It is designed to provide a common understanding of the service improvement initiative necessary for a successful and co-ordinated implementation across the Government of Canada.

Key Topics: Satisfaction, Service Delivery
Scope: Government

• Framework has the following intended consequences: a comprehensive continuous improvement planning approach around service and satisfaction; establishment of baseline measures from the CMT; preparation and implementation of service improvement plans from client priorities; establish a 10% improvement target over five years; adopt core service standards for each channel; and the incorporation of results-based service improvement accountability.
• Outlines three major initiatives to create citizen-centred service delivery: Service Canada to help citizens find programs; a Service Improvement Initiative to improve performance of services; and Government Online.
• Goal is service delivery from citizen’s ‘outside-in’ perspective, that is results-based, and is anchored in clients’ own service expectations and improvement priorities.
• Four distinct elements to "Canada at Your Service": citizen's views, accountability for results, continuous service improvement, and employee participation.

Statistics: N/A

Strategic Uses: Outlines original five-phase implementation policy; validation of results-based satisfaction measurement movement.

Comments: N/A