(http://politics.guardian.co.uk/egovernment/story/0,12767,1458791,00.html) - 4/19/2005
From the perspective of the UK, this article offers insights to Canada’s success factors with e-government. For the fifth year in running, Canada has been on top, in the Accenture report, for progress in putting public services on the web.

(http://www.region.halton.on.ca/about/strategicplan/2004/CAO-strat%20plan%202004%20for%20web.pdf) - 3/11/2005
Customer service, citizen participation, electronic service delivery, and human resource development and planning are the foundation of Halton Region's plan for an accessible, resourceful, and citizen-centred government. Clear goals, actions, and progress indicators have been established for each of the four strategic areas, including seamless integration of government services, new service delivery channels, citizen participation in program and policy development, and citizen satisfaction measurement.

(http://www.asq.org/pub/qmj/past/vol13_issue2/qmjv13i2dano.pdf) - 6/9/2006
This article investigates the meaning that service customers attach to the concept of quality and to four other concepts related to service evaluation. These concepts include: satisfaction, performance, attitude and value. The document looks at the academic and customer definitions using both a literature analysis and a set of qualitative interviews.

(http://www.ic.gc.ca/cmb/welcomeic.nsf/261ce500dfcd7259852564820068dc6d/85256a5d006b972085256e900070b832!OpenDocument) - 3/7/2005
The network of Canada Business Service Centres will receive the United Nations (UN) Public Service Award for 2004 in the category of Improvement of Public Service Results. Through collaboration between federal, provincial, territorial, and municipal governments, the centres simplify access to government programs, services, and regulatory requirements to help entrepreneurs start or grow their businesses. The UN Public Service Awards program was instituted to enhance the role, professionalism, and visibility of public service, and to draw attention to best practices.

(http://www.accenture.com/xd/xd.asp?it=caweb&xd=locations\canada\insights\studies\leadership_cust.xml) - 4/8/2005
In a departure from previous reports, Accenture’s latest report on government service delivery goes beyond eGovernment to assess leadership in customer service more broadly. Based on a study of 22 countries and interviews with 9,000 citizens, the study found that the needs and expectations of citizens continue to grow and that government needs a multi-channel strategy to serve their citizens. For the fifth consecutive year, Canada ranks first.

(http://www.accenture.com/xd/xd.asp?it=enweb&xd=industries%5Cgovernment%5Cgove_egov_value.xml) - 3/7/2005
For the fourth consecutive year Canada ranked first out of the 22 countries evaluated in terms of eGovernment Maturity, according to a new research study conducted by Accenture. In particular, Canada was recognized for its citizen-centred research that serves as a foundation for its client-focused eGovernment vision. "Over the past year, Canada's focus on self-examination and its relentless pursuit of user feedback have allowed it to continue to build what is clearly one of the world-leading customer-focused government online programs".

(http://commnet.gc.ca/tools_outils/toolsite/index_e.html) - 5/10/2005
As part of an effort to offer online access to government information and services, the Government of Canada has put together a comprehensive site providing citizens with a toolkit to assist with the marking of their online service. The site provides tools and tips on how to prepare for online marketing and offers ways to measure the success of a marketing campaign.

(http://www.bcauditor.com/pubs/2002-03/report1/workenviron.pdf) - 3/11/2005
Research has shown that good performance and customer satisfaction are linked to a strong work environment. This report by the Office of the Auditor General in British Columbia explores the relationship between a positive and productive government work culture and proper service delivery. This audit assesses four key factors that affect the ability of the provincial government to deliver quality services to British Columbians: executive leadership, employee engagement, organizational culture and performance management.

(http://www.ctg.albany.edu/publications/online/new_models/cases?sub=cases) - 6/1/2005
The Centre for Technology in Government has posted a section on their website highlighting case studies of 3 forms of collaboration: public-public, private-private and public-nonprofit. In this section, users have access to the case studies and can download the materials for more information.

(http://www.scotland.gov.uk/Resource/Doc/113939/0027744.pdf) - 6/9/2006
The Scottish Executive recently published a consultation on a national strategy for shared services. Sharing corporate support services and common business processes across the public sector could deliver significant savings and improve the quality of the services. The strategy has been developed as part of the Efficient Government Initiative.

(http://www.consultingcanadians.gc.ca/cpcPubHome.jsp?lang=en) - 4/15/2005
This pilot site, managed by the Government of Canada, seeks to provide single-window access to on- and off-line consultations. Links to information on current and past consultations are available on topics ranging from agricultural policy to hazardous waste regulations to foreign policy dialogue.

(http://www.customerservice.gov) - 4/20/2005

(http://www.edemocracy.gov.uk/) - 4/15/2005
This site is maintained by Cabinet Office in the United Kingdom, to support the Government's consultation on eDemocracy. Citizens can engage in public sector matters by viewing proposals and related background materials, participating in on-line discussions and putting forward suggestions.

(http://www.rev.gov.bc.ca/fairness/) - 3/2/2005
A part of the government’s commitment to excellence in customer service, the Taxpayer Fairness and Service Code was development. The code details a set of core values small business owners and others can expect when working with the government. The code aims to improve communications so that problems are identified and resolved quickly resulting in improved customer service and more efficient revenue collection by the government.

(http://www.ged-gol.gc.ca/rpt2005/rpt00_e.asp) - 4/1/2005
This is the third annual report tabled before Parliament by the GOL Initiative to update Canadians and Members of Parliament on its activities. This overview focuses on the improvements achieved in 2004 by the GOL Initiative in ensuring accessibility, providing better and more responsive on-line services, and building trust and confidence in transacting on-line. It also highlights the year's outstanding success stories and upcoming challenges.

(http://www.cio-dpi.gc.ca/si-as/kpi-icr/interim/interim03_e.asp#_Toc81723345) - 3/2/2005
Performance indicators, for the Government of Canada, are becoming an essential part of achieving and measuring service delivery performance across the organization. The guidelines, once approved, will constitute a key element of departments’ annual monitoring. The guidelines provide the primary framework for departments to prepare required performance reports measuring service delivery indicators such access, quality and client satisfaction, as well as, utilization, effectiveness, use of technology and channel take-up.

(http://www.iccs-isac.org/eng/pubs/csSatisfactionLondon.pdf) - 3/2/2005
Summarizing client surveys on key public services in the United Kingdom, this report highlights trends in customer satisfaction and identifies the key drivers of satisfaction - the factors that create a positive customer experience.

(http://www.ctg.albany.edu/publications/online/new_models/) - 3/2/2005
A Guide for Managers. This guide focuses on elements of cross-boundary collaboration among government agencies or between government and the private or non-profit sectors. It focuses on American, Canadian and European public service delivery projects and provides insights into experiences in developing and implementing collaborative projects, outlines critical success factors and more.

(http://www.gov.nl.ca/gs/cca/tpl/id-theft/) - 3/18/2005
With the assistance of the Government, consumers and businesses are being informed on ways to combat identity theft. The government is assisting with the battle by developing kits containing information on how to prevent and avoid becoming a victim of identity theft. The kits offer tips for reducing the risk of identity theft as well as actions to take when information goes missing.