CMT Case Studies

The Common Measurements Tool is an easy-to-use client satisfaction survey instrument that facilitates benchmarking across jurisdictions. Using the CMT, public-sector managers are able to understand client expectations, assess levels of satisfaction, and identify priorities for improvement. As the number of organisations using the CMT grows, we are learning about how best to use the CMT at the municipal, provincial, and federal level. This new section of the ICCS web site is intended to create a learning opportunity based on the experiences of those presently using the tool. Currently in this section you will find case summaries on Veterans Affairs Canada, Government of Manitoba's Department of Family Services and Housing, and the Government of British Columbia's Government Agents branch. Please review these cases and keep a lookout for further additions in the future.

Veterans Affairs Canada

Department of Family Services and Housing, Government of Manitoba

Government Agents Branch, Government of British Columbia

Region of Halton

Canadian Heritage