(http://www.calgary.ca/docgallery/BU/customerservice/city_sat_2004.pdf) - 3/2/2005
Calgary’s annual citizen satisfaction survey measures citizen’s satisfaction with quality of life and a variety of City services. The 2004 results, along with previous year’s survey are available on the City of Calgary website.

(http://www.centerdigitalgov.com/center/04sustained.php) - 3/2/2005
The annual study from the Centre for Digital Government, which examines best practices, policies and progress, is now available. Derived from the 2004 Digital States Survey, the report looks at state governments and their use of technology to improve service to citizens and streamline operations. The survey utilized over 60 measurements in four broad categories: service delivery, architecture and infrastructure, collaboration and leadership.

(http://www.theacsi.org/) - 3/2/2005
Established in 1994, the American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience.

(http://www.bcauditor.com/pubs/2004-05/report10/public_service_backgrounder.htm) - 3/18/2005
The Auditor General’s report on the work environment in British Columbia’s public service is based on a government-wide electronic survey sent to a sample of 6,000 public service employees. The survey sought views on, and experiences with the quality of their work environment.

(http://www.iccs-isac.org/eng/cmt-about.htm) - 3/1/2004
The Common Measurements Tool (CMT) was first released in 1998 as an easy-to-use client satisfaction survey instrument that would facilitate benchmarking across jurisdictions. Using the CMT, public-sector managers are able to understand client expectations, assess levels of satisfaction, and identify priorities for improvement. By using the questions set out in the CMT, jurisdictions can also compare their results against peer organizations, identifying best practices and sharing lessons learned.

(http://www.knowledge4You.com/cmt) - 4/16/2007
In order to provide a broader range of options for administering and using the CMT, the ICCS recently signed an agreement with Knowledge4You to license the CMT. This allows Knowledge4You to promote, include, and deliver CMT-based surveys. Survey4You is a web-enabled solution that provides organizations with an effective and efficient means to gather information from clients. Knowledge4You offers a full range of services, from the administration and execution of the survey, through to the compilation and reporting of survey results.

(http://cio.gov/documents/IT_Workforce_Capability_Assessment_Survey_Analysis_(2004)_03-24-2005.doc) - 4/19/2005
The purpose of the assessment survey is to help Federal agencies realize the value of strategic human capital management while satisfying a number of regulatory requirements specific to the IT workforce. A number of questions were asked based on demographics, job activities, competencies skills, and certification areas. This report presents the key findings from the survey and an analysis of the raw survey data.

(www.gov.ns.ca/tran/publications/HighlightsNovaScotia2004.pdf) - 5/19/2005
According to the 2004 customer satisfaction survey, by the Department of Transportation and Public Works, improvements to provincial highways are leading to more satisfied motorists. In total, respondents were asked 17 different aspects of provincial highways. Results from the survey provide an important overview of the department’s performance and can help improve the delivery of services. The recent results reflect the department’s commitment to excellent service.

(http://www.benchmarking.gov.uk/) - 3/1/2004
The Public Sector Benchmarking Service, launched in November 2000, has been developed as a partnership between the Cabinet Office and HM Customs & Excise with the key aim of promoting effective benchmarking and sharing good practices across the public sector.

(http://www.egovmonitor.com/reports/ssdg.pdf) - 3/2/2005
The Service Design and Delivery Guide aims to provide assistance to those facing the challenge of electronically enabling public services. This guide offers an in-depth study and insight into achieving high take-up of e-services, costs savings and better quality public services. Subjects include a list of principles for building an effective service delivery, identifying customer needs, multi-channel service management and more.

(http://www.unpan.org/egovernment4.asp) - 3/2/2005
The e-government readiness report 2004, is now available online. The report presents a comparative ranking of countries around the world; it measures the state of e-government readiness and the extent of e-participation.

(http://www.iccs-isac.org/eng/pubs/topofthewebreport_2004.pdf) - 3/2/2005
This report presents the results of a survey of more than 48,000 users of a range of e-services in Europe. The survey considers the usage of, and satisfaction with public e-services, and provides an indication of how far has Europe progressed with them. It highlights the benefits, the problems, and how public e-services can be improved.