| Channel Strategy Scoping Study |
06/01/2004 |
Author: Government of New Zealand
Sponsor: E-Government Unit, State Services Commission
Key topics: Channels, Service Delivery, E-Government
This scoping study was commissioned by the E-Government Unit of the State Services Commission to provide it with advice on whether a channel strategy for the delivery of government services was required. The material contained in this report provides a number of contextual indicators of how service delivery channel development may occur over the next few years in New Zealand. Having the vision and mission in place for future channel development, the E-Government Unit has a choice about where to position itself to manage the achievement of the goals it has set in this area for the State sector. |
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| Citizen-Centred Service Delivery in a Multi-Channel Environment |
1/1/2003 |
Author: Research and Development Division, Personnel Psychology Centre, PSC
Sponsor: N/A
Key topics: Citizen-centred, Implementation, Service Delivery
Designed to assist in staffing citizen-centred service delivery, including competency profiles (with narrative descriptions) and 3-6 behavioral indicators for each level. Separate surveys are designed for three different levels of Service Delivery Agents and one for Managers. |
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| Citizen-Centred Service: Responding to the Needs of Canadians |
01/01/1999 |
Author: Canadian Centre for Management Development
Sponsor: Citizen-Centred Service Network
Key topics: Citizen-centred, Service Delivery
A handbook of knowledge, tools, and good practices around the topic of citizen-centred service (designing services around the needs of citizens and clients, rather than the organization). |
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| Citizens First 2000 |
1/1/2001 |
Author: Erin Research
Sponsor: The Institute of Public Administration in Canada; Public Service Delivery Council
Key topics: Channels, Citizen-centred, Expectations, Perceptions, Satisfaction, Awareness
A key study on Government service delivery, that analyzes Canadian perceptions of the services government provides, key drivers of these perceptions, satisfaction drivers, and a number of other issues relevant to service delivery. |
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| Citizens First 3 |
3/1/2003 |
Author: Erin Research: George Spears, Kasia Seydegart, Faye Schmidt
Sponsor: The Institute for Citizen Centred Service; TBS; The Institute of Public Administration of Canada
Key topics: Channels, Citizen-centred, Expectations, Perceptions, Preferences, Satisfaction, Awareness, Service Delivery
Third volume of a biennial study on Government service delivery, analyzes Canadian perceptions of the services government provides, satisfaction drivers, perception drivers, common complaints, channel usage, and a variety of other factors relevant to service delivery. |
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| City of North Vancouver E-Government STrategy (2003) |
04/07/2003 |
Author: Craig Hunter, IT Director, City of North Vancouver
Sponsor: N/A
Key topics: E-Government, Internet, Service Delivery, Technology
This report provides an outline to the initiatives that will be pursued at the City of North Vancouver. The City of North Vancouver plans to activate initiatives that fall into all 3 components of E-Government. |
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| City of Prince George’s E-Government Strategy |
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Author: City of Prince George
Sponsor: City of Prince George
Key topics: E-Government
The purpose of the City of Prince George’s E-Government Strategy is to further enhance the City’s online communications and services, making them widely accessible and increasing the City’s efficiency. |
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| Clients Speak: A Report on Single-Window Government Services in Canada |
1/1/2002 |
Author: R.A Malatest & Associates Ltd., The Public Sector Service Delivery Council
Sponsor: The Public Sector Service Delivery Council, The Institute of Public Administration in Canada, The Institute of Public Administration in Canada
Key topics:
The purpose of the study was to examine use of "single-window" services across various levels of government. Primarily focused on issues regarding satisfaction and service preferences among both businesses and citizens. |
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| CMT Survey 2003 |
1/12/2002 |
Author: Erin Research
Sponsor: N/A
Key topics: Satisfaction, Service Delivery
A copy of the Common Measurement Tool (CMT) circa 2002. The common measurement tool was created to provide a consistent measure of satisfaction across all departments. |
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| Compassion Project Focus Group #1: Funeral Directors |
1/1/2002 |
Author: Wayne Alan Marsh Independent Facilitation Services
Sponsor: N/A
Key topics: Awareness, Service Delivery, Citizen-centred, Focus Groups
A focus group study conducted with Funeral Directors in Nova Scotia discussing the benefits of third party service and duplicity of information within government organizations surrounding death. |
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