| Guide to Service Standards of the Canada Customs and Revenue Agency |
30/04/2002 |
Author: Canada Customs and Revenue Agency (CCRA)
Sponsor: Canada Customs and Revenue Agency (CCRA)
Key topics: Service Delivery, Standards
This guide is intended to assist the Canada Customs and Revenue Agency (CCRA) managers and staff as they design, develop, monitor, review or improve their program service standards. It is meant to be practical and to build on work already carried out in areas such as client assistance, public enquiries, telephone enquiries, counter service, and border crossing services. Many of the examples in this guide are from existing CCRA service standards.
This guide is CCRA’s attempt to position service standards in today’s public sector management context: the CCRA’s new governance structure, the Fairness Initiative, and the Agency Performance Measurement Framework, the Auditor General’s recommendations, the Service Improvement Initiative, and the Government of Canada’s management agenda in Results for Canadians. |
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| HRDC Action Agenda: 2000 and Beyond |
1/11/1999 |
Author: HRDC
Sponsor: HRDC
Key topics: Service delivery, Citizen-centred
The action agenda (business plan) for HRDC as they head into the new millennium, including mission statements, vision statements, and key initiatives. |
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| HRDC Client Satisfaction Survey Phase One: Employment Insurance and Income Security Programs |
1/10/2001 |
Author: Compas Inc., Goss Gilroy
Sponsor: HRDC
Key topics: Employment, Satisfaction, Channel, Preferences
Analysis of client satisfaction with Employment Insurance and Income Security Programs. Includes analysis by program, sub group variations, and channel analysis. Extremely extensive data sets, with data on individual channels that are particularly useful. |
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| HRDC Client Service Charter Focus Groups |
10/1/2002 |
Author: Compas Inc.
Sponsor: HRDC
Key topics: Satisfaction, Focus Groups, Citizen-centred, Perceptions
Focus group analysis of HRDC client services in ISP, EI, and CSLP, including importance and content of the service charter. Extremely valuable report to assist in the creation of service charters going forward. |
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| HRDC Guaranteed Income Supplement Take-up Study |
1/10/1999 |
Author: Compas Inc.
Sponsor: HRDC
Key topics: Service Delivery, Awareness, Seniors, Channel
Study was commissioned to find out why many seniors whom appeared eligible for the GIS have not applied for the benefits, and other issues surrounding understanding awareness of the income supplement. |
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| HRDC ISP Client Service Charter and Service Standards Focus Group Study |
1/3/2001 |
Author: Compas Inc.
Sponsor: HRDC
Key topics: Satisfaction, Citizen-centred, Focus Groups
Focus group analysis around the ISP Client Service Charter and Service Standards documents. In conjunction with the follow-up service charter focus groups it provides excellent insights into citizen interpretations, understanding, and expectations in regards to service charters. |
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| HRDC Plans And Priorities: 2003 |
1/1/2002 |
Author: HRDC
Sponsor: Government of Canada
Key topics: Service Delivery
This document is best viewed as the HRDC Annual Report, including strategic overview, expenditure profiles, breakdowns by program, etc. Far too extensive to breakdown for the purposes of this database. |
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| HRDC Stakeholder Engagement Activities |
10/30/2002 |
Author: GPC International: Public Affairs and Communications
Sponsor:
Key topics: Service Delivery, Satisfaction, Citizen-centred
An extensive report on engaging Canadian citizens in the public policy process, including current methods and strategies. Focuses on identifying stakeholders that have been consulted, the mechanisms used, and the lessons learned. |
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| HRDC Youth At Risk Qualitative Research |
4/17/2002 |
Author: Sage Research Corporation
Sponsor: HRDC
Key topics: Youth, Employment, Focus Groups, Preferences, Expectations
This research was endeavored to assist in developing a communication approach that responds to the employment information needs of youth-at-risk, and for supporting community-based service providers (CSPs). |
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