Answering the Call
By: The Institute for Citizen Centred Service | January 2008

Report ($30 CDN)
Discount of 25% for 10 or more copies Please contact us, if you would like to order via telephone (VISA, MasterCard or invoicing available). [Please note: Shipping & handling fees are based on 15% of the sub-total for Canada and USA. International orders - please contact us for a shipping quote]

Canadians love the telephone. Even in today’s multi-channel world the
telephone is one of the most frequently used service delivery methods – so much
so that it is often referred to as “the people’s channel”.

Taking Care of Business 2 and Citizens First 4 Bundle (Full Reports)
By: The Institute for Citizen Centred Service

Full Bundle ($50 CDN)
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Taking Care of Business 2 and Citizens First 4 Bundle (Summary Reports)
By: The Institute for Citizen Centred Service

Summary Bundle ($25 CDN)
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Taking Care of Business 2
By: The Institute for Citizen Centred Service | August 2007

Full Report ($40 CDN)
Summary Report ($20 CDN)
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A collaborative effort between public sector organizations across Canada, Taking Care of Business 2 explores Government-to-Business service delivery from the perspective of the business community.

Digital State at the Leading Edge
By: Sandford Borins, Kenneth Kernaghan, David Brown, Nick Bontis, Perri 6, Fred Thompson | 2007

Hard Cover ($37 CDN)
Paperback ($17 CDN)

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Digital State at the Leading Edge fills a serious gap in the literature by offering a comprehensive, comparative analysis of the evolution of e-governance in Canada.

Citizens First 4
By: The Institute for Citizen Centred Service | November 2005

Full Report ($30 CDN)
Summary Report ($15 CDN)

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Citizens First 4 is an exciting undertaking by the public sector in Canada. The work is full of fresh insights and comprehensive information on how citizens and clients of the Canadian public sector perceive the services they receive from governments at the municipal, provincial/ territorial and federal levels.

See also: Background; Citizens First 1998; Citizens First 2000; Citizens First 3

Citizens First 3
By: The Institute for Citizen Centred Service | January 2003

Full Report ($20 CDN)
Summary Report ($10 CDN)

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[Please note: Shipping & handling fees are based on 15% of the sub-total for Canada and USA. International orders - please email us for a shipping quote]

Citizens First 3 is an exciting undertaking by the public sector in Canada. The work is groundbreaking in its scope, its goals, and its analysis. It provides fresh insights and comprehensive information on how citizens and clients of the Canadian public sector perceive the services they receive from governments at the municipal, provincial/ territorial, and federal levels. more...

See also: Background; Citizens First 1998; Citizens First 2000

Taking Care of Business
By: The Institute for Citizen-Centred Service | 2004

Full Report ($30 CDN)
Summary Report ($15 CDN)

Discount of 50% for 10 or more copies of each report

Please contact us, if you would like to order over the phone (VISA, MasterCard or invoicing).

[Please note: Shipping & handling fees are based on 15% of the sub-total for Canada and USA. International orders - please email us for a shipping quote]

A collaborative effort between more than 20 public-sector organizations from across Canada, Taking Care of Business is a landmark study that, for the first time, explores Government-to-Business service delivery from the perspective of the business community. more...

Toward Citizen-Centred Service Delivery: A How-to Guide for Service Improvement Initiatives (3540K pdf)
By: The Institute for Citizen-Centred Service | March 2004

This manual offers step-by-step advice for initiating a service improvement initiative, including the use of the CMT.

How to Conduct Customer Surveys (2004) (1,620K pdf)
By: The Institute for Citizen-Centred Service | 2004

The manual provides information about collecting and receiving feedback from clients. Using it will improve your organizations' ability to effectively collect, receive, and use feedback from clients, both whether the service is directly delivered by your organization or through a partnership. This manual is about getting the client-generated information you need quickly and at a relatively modest cost. It will also enable you to conduct client feedback with less labour intensity, trouble, and personal concern.

Partnership Strategy for Horizontal Initiatives - Partner Workbook
(1,087K pdf) By: Government of Ontario | April 17, 2003

Partnership Strategy for Horizontal Initiatives - Partner Framework (440K pdf)
By: Government of Ontario | May 26, 2003

The Government of Ontario, like governments around the world, is under continual pressure to deliver more and better service by living up to citizen's expectations that are being set by private sector organizations. This is a guide for leaders who initiate and manage cross-organizational partnerships. The goal is to build strong and healthy partnerships that lead to customer service excellence, while at the same time streamlining resources needed for initiatives across ministries, jurisdictions and sectors. This guide provides an approach and a series of tools for identifying, engaging and managing service delivery partnerships.

Integrated Service Delivery: A Critical Analysis
By: Public Sector Service Delivery Council (PSSDC) | May 2003

Governments face, and must overcome, multiple challenges on their journey to integrated service delivery. Using 19 case studies as its foundation, this report looks closely at critical success factors, best practices, and challenges faced by ISD practitioners across Canada. A unique feature of this report is the collection of almost 25 documents including funding agreements, partnership strategies, and accountability frameworks which have been collected from the organisations examined in the case studies. This analysis and documentation material provide a significant resource for jurisdictions looking to move their ISD agendas forward. - This project was sponsored by the Public Sector Service Delivery Council. more...

Clients Speak: A Report on Single-Window Government in Canada
(449K pdf) By: Public Sector Service Delivery Council and The Institute of Public Administration of Canada | 2002

Initiated by the Public Sector Service Delivery Council (PSSDC), directed by the Institute of Public Administration (IPAC), and undertaken by R.A. Malatest and Associates, Clients Speak examines the use of "single-windows" for the delivery of services at the municipal, provincial/territorial, and federal levels of government. Copies of the report are available from IPAC.

Human Resources Study of the Canadian Customer Contact Centre Industry (5230K pdf)
By: Human Resources Development of Canada | 2002

Initiated in 1999, the study identifies human resource issues affecting the industry today, and look at trends that will influence the future skill needs of the industry.

Municipalities and Citizen-Centred Service (2001) (57K pdf)
By: The Institute for Citizen-Centred Service | December 4, 2001

This report sets out a broad overview of citizen-centred service delivery issues faced by municipalities. The report is based on a review of eleven large and mid-sized municipalities across Canada. The methodology employed included a review of selected published material, a scan of municipal web sites, and a number of interviews conducted both by telephone and in person.

Citizen-Centred Service: Responding to the needs of Canadians
(330K pdf) By: Canadian Centre for Management Development | 1999

This handbook makes available to you a powerful array of knowledge and tools generated by the Citizen-Centred Service Network. It identifies the service needs of Canadians, and then equips you with, or refers you to, the necessary tools and good practices to start delivering on these needs. This report draws directly from six reports released by the Citizen-Centred Service Network.

Good Practices in Citizen-Centred Service (1999) (710K pdf)
By: D. Marie Blythe and D. Brian Marson | 1999

The case studies in this publication illustrate a variety of good practices in citizen-centred service.  Beginning with the premise that there exists a "gap" between citizen expectations of government service and government service delivery, lessons are drawn from case studies under the following headings:

Innovations and Good Practices in Single-Window Service (1999)
(710K pdf) By: Stephen Bent, Kenneth Kernaghan, and D. Brian Marson | March 1999

Based on studies that demonstrated a desire and a need for a single-window initiative, the Citizen-Centred Service Network (CCSN) outlined the various one-stop access programs of governments throughout Canada. This report classifies various approaches, establishes lessons learned, and success factors of existing single-window initiatives.

Citizen/Client Surveys: Dispelling Myths and Redrawing Maps (1999) (559K pdf)
By: D. Brian Marson and Geoff Dinsdale, Canadian Centre for Management Development | March 1999

This publication takes stock of what is known about the public's perception of public sector services, identifying an array of factors that drive service satisfaction.

Quality Services: A Series of Guides (1980K pdf)
By: Government of Canada | 1995

Quality Services: An Overview (298K pdf)
By: Government of Canada | October 1995

Published by the Government of Canada, this series of 13 guides covers topics such as "Measuring Client Satisfaction," "Service Standards," and "Employee Surveys." Built on lessons learned across the public and private sectors, the guides are designed to help organizations plan and implement quality service initiatives.