| Youth Employment Information Website Testing: Service Providers and Employers |
11/1/2003 |
Author: Ekos Research Associates Inc.
Sponsor: HRDC: Research and Analysis
Key topics: Awareness, Focus Groups, Internet, Youth
Testing of the Youth Employment Information Website with focus groups for issues such as usability, some appearance/graphic issues, and general comments relating to improving the website. Focus groups consisted of representatives from "youth employers" and "youth service organizations." |
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| Words, Words, Mere Words? An Analysis of Services Customers’ Perception of Evaluative Concepts |
03/27/2006 |
Author: Florence Dano, Sylvie Llosa, Chiara Orshinger
Sponsor: Florence Dano, Sylvie Llosa, Chiara Orshinger
Key topics: Perception, Satisfaction
This article investigates the meaning that service customers attach to the concept of quality and to four other concepts related to service evaluation: satisfaction, performance, attitude and value. The document looks at the academic and customer definitions using two different methods of investigation, the first being a literature analysis that allowed finding definitions, similarities and differences among concepts. The second method of investigation consisted of qualitative interviews that provided a general and a service-related meaning of concepts. The findings were then analyzed. |
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| Trust, Ethics, and Corruption: What the Public Really Thinks |
3/1/2002 |
Author: Ekos Research Associates Inc.
Sponsor: Various
Key topics: Perceptions, Privacy, Trust
Part of the Rethinking Government study, reports on 'true' public perceptions of trust and ethics issues in relation to all levels of governments. |
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| Transforming Government to Serve Canadians Better |
11/12/2002 |
Author: Government On-line Advisory Panel (Co-chairs Barbara Stymiest, TSX Group; Guy Savard, Merrill Lynch Canada)
Sponsor: The President of the Treasury Board of Canada - Lucienne Robillard
Key topics: Citizen-centred, Internet, Service Delivery, Single Window, Technology
Recommendations and objectives for GOL initiative. Key findings talk about GOL being broader than technology, and closely linked with the Strategic Service Initiative. The report stresses that the government needs to provide seamless, single-window service delivery that is integrated across departments and all levels of government. |
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| Toward Citizen-centred Service Case Studies, Volume II |
1/1/1999 |
Author: Task Force on Service Delivery
Sponsor: N/A
Key topics: Citizen-centred, Service Delivery, Expectations
Thirty-four different case studies centred on alternative service delivery arrangements. Cases are segmented into the following sections: "The Citizen's View," "Partnerships and Arrangements with the Private Sector," and "Partnerships and Arrangements with other government departments, governments and communities." (pages 1 - 112 of a 339-page document.) |
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| Service Design & Delivery Guide |
10/18/2004 |
Author: Government of the UK
Sponsor: Cabinet Office, E-Government Unit
Key topics: Service Delivery, Standards
This guide provides assistance to those facing the challenge of electronically enabling public services and contains principles, guidance, tools and checklists. This guide is intended to assist public service providers interested in developing their own service delivery strategies that encourage high take-up of electronic services, achieve cost savings and deliver better quality services. |
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| Self-Service Options via the Internet (SSOI) Website Testing |
3/1/2003 |
Author: Self-Service Options via the Internet (SSOI) Website Testing
Sponsor: HRDC
Key topics: Focus Groups, Internet, Satisfaction
Research report conducted for HRDC focusing on self-service options via the Internet (SSOI) website testing. Report focuses on navigation, clarity of information, intuitiveness, general appeal, and alternative methods for improvement. |
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