In May 2011, the City engaged KPMG to conduct a Core Service Review to critically assess what services the City offers, why it offers them, and to what level each service is provided.  The review, conducted between May and July 2011, included the following tasks:

• Conduct an assessment of all in-scope services provided by the City and its agencies, boards, and commissions;
• Conduct a jurisdictional review of comparable municipalities/jurisdictions;
• Apply a core service filter to determine the degree to which services are core and whether service levels are above standard;
• Identify options and opportunities to change services and service levels.

Webinar Date: October 27th, 2011
Webinar Time: 12:00 pm to 1:00 pm EDT

In anticipation that the Core Service Review process will be of keen interest to other jurisdictions, ICCS has invited KPMG representatives to describe the Core Service Review process undertaken at the City of Toronto. The webinar will address the following:

• How KPMG approached this assignment, including how they were able to complete it in such a short period of time;
  The process KPMG used to evaluate Toronto services and service levels;
• Key findings and lessons learned that may be applicable to other jurisdictions.

Please note that in order to participate in this webinar, you need to register by no later than October 25th 2011. Register now!

This is a free webinar offered to anyone interested. You may also circulate to any colleagues who may be interested in participating as well.

Once you have registered, you will be provided with further details on how to join the webinar. For any questions, please contact Maria Luisa Willan at maria.willan@iccs-isac.org.

Canada's leading public sector organizations are moving beyond the systematic measurement of citizen feedback and are listening to the "voice of the citizen." Through consultation and engagement with clients, organizations are learning that they can better understand the end-to-end service experience of citizens and use these insights to improve and transform service delivery.

Explore the evolution of citizen-centred service delivery and learn how engaging citizens can result in more effective, lower-cost services for the public.

Speaker: Guy Gordon, Executive Director, Institute for Citizen-Centred Service

Language: English

Location:  Collaboration Lounge, 65 Guigues Avenue, Ottawa, Ontario or via Webcast

Registration: Ottawa October 6, 2011 to attend on site | Webcast

The PPX is a federally incorporated not-for-profit corporation run by volunteers, serving as a discussion centre for developing, gathering, sharing, learning, and improving knowledge, understanding and practice of governance, planning and managing for results, accountability, and public reporting. In carrying out its mandate, the PPX encourages membership from a wide variety of disciplines and sectors and creates means for members to more easily share knowledge, experience, problems and solutions.

• Bring key stakeholders together in one forum to showcase leading examples of modern public service delivery that have yielded improved outcomes for citizens
• Work collaboratively to better understand key citizen and business interactions with government and identify the inter-jurisdictional actions required to achieve a more modern seamless experience
• Compare approaches and experiences with key policy underpinnings that need to be revised to enable modern service delivery practices and promote improved transparency
• Engage with the PSCIOC, PSSDC, the ICCS, MISA- ASIM Canada, the Municipal Service Delivery Officers forum (MSDO) and industry representatives in their work to advance the agenda for modern government service delivery in Canada
• Identify new and continue to build on existing relationships - cross functional, cross jurisdictional, public-private, public- not for profit - that will foster further learning, collaboration and information exchanges
  

Early Bird Registration expires May 15th, 2011

Join the global community for a 3-day conference providing unparalleled opportunities with 50 sessions, 6 world-renowned keynote speakers and 4 tutorials/hands-on workshops presented by experts in the field.

The 3rd Canadian Quality Congress brings together recognized experts and world-renowned quality practitioners to talk about and discuss new trends and techniques of total quality management solutions.

Achieving Workplace Excellence: Renewal in Challenging Times

Ottawa’s premier learning and networking event for those engaged in public sector excellence, the 2011 event will be another of tremendous value for participant’s - especially in these difficult economic times when professional development funds are at a premium.  Participants will be able to learn and share leading practices with colleagues from the Federal, Provincial & Territorial, Municipal Governments and the broader public sector.

The City of Toronto is hosting the Municipal Information Systems Association of Ontario's 8th Annual Information Security Conference at the Hotel Novotel Centre in Downtown Toronto.

In partnership with the Government of Malta, CAPAM is pleased to announce the 2010 Biennial Conference, Building a Common Future: Global Challenges, Local Reponses, to be held October 18-20, 2010 in Malta. We live in an interconnected world where social, political, economic and ecological changes are not restricted by national borders. In response to these global forces, Public Service reforms are also interconnected. While there are strong competitive forces between nations, there are also important reasons for collaboration, coordination and sharing. Our interconnected world has a significant impact, both positive and negative, on the discipline and practice of public administration at the local, national, regional, and international levels.

GTEC has always explored how to serve Canadians better through information and technology. At one time, serving Canadians better meant "e-government", automating processes for online delivery. Leveraging the exponential growth of business and social networks, GTEC recently made the transition from e-government to "Government 2.0" and, this year, we will explore "high performance government".

About the Conference
Join us for NASCIO's 2010 Annual Conference, Innovation and Opportunity: Transforming Government Through IT. With a strong program, excellent venue and so many emerging issues to address, we expect excellent participation in this year's event.

NASCIO conferences provide a unique opportunity for state government and corporate members to discuss the issues facing the information technology field in the public and private sector. These events offer members a break from the many conferences that promote the marketing and sale of products or services through trade shows and exhibitions. Instead, we invite our corporate participants to sit side-by-side with state attendees to discuss trends and build relationships. There is no better place to do this in a non-product-marketing forum. Educational programs are centered on information technology issues that affect the public and private sectors. By bringing together all interested parties, association members can map strategies, develop positions and act responsibly for the benefit of all involved.

Canada’s Largest Public Sector Learning Conference

Bringing the technology and business communities together to learn, network and share innovative service delivery solutions.

The conference features a wide-variety of education sessions geared to all levels of staff as well as an interactive exhibition and established recognition program.

Since its beginnings over 60 years ago, the Annual Conference has provided individuals who are striving to be the consummate public service professionals with an opportunity to enhance their knowledge of public administration, share the latest research and learn best practices so that Canada continues to be a model of public democracy for the world. This year, IPAC will be hosting its 62nd Annual Conference in Ottawa, from August 22nd to August 25th.

Speakers and participants will include the top public decision makers of Canada including Wayne Wouters, head of the Public Service of Canada, Deputy Ministers and Assistant Deputy Ministers from federal and provincial jurisdictions and big-city CAOs, Directors, Director Generals, members of academia and influencers, senior policy advisors, and heads of the schools of public policy. Over 800 participants over four days are expected.

Our objective is to bring together the key players leading the SVC research, plus those leading organizations who are implementing elements of the SVC to achieve improved results (i.e. employee engagement, service improvement, public trust and confidence). This will be an important opportunity for sharing among jurisdictions undertaking employee engagement measurement and improvement in the context of achieving performance excellence.

Want to learn how your organization can start benefiting from Social Media marketing activities?

You should attend Social Media For Your Organization, on May 27, 2010 - a full day of educational presentations from leaders in the Social Media space

Who should attend?

Participants from multiple organizations and industries, all of them interested in taking advantage of the Social Media opportunity

Register before April 30 and save! (only $395 per ticket)

Join us in St. Louis in 2010 to meet today's challenges and build tomorrow's confidence.

Learn new and classic quality tools, methodologies, and techniques.
Network with more than 1,500 attendees and exhibitors.
Benchmark best practices in the International Team Excellence Award Process.

Presented by: Ron Gibson, Project Manager, Ontario Municipal Benchmarking Initiative

The Ontario Municipal Chief Administrative Officer's Benchmarking Initiative (OMBI) is a partnership of 16 municipalities in Ontario, Canada. These municipalities, which range in size from more than 2.5 million to 30,000 people, have come together to establish performance measurements across most of the municipal services they provide. In this informative session, you will hear about this successful government collaboration and you will learn how this benchmarking initiative was formed and how some early missteps were overcome. 

Presented by: Tom Baumann, Director, Office of Continuous Improvement, Minnesota Department of Administration

The State of Minnesota initiated its "Enterprise Lean" program in November of 2007. The goal of the program is to introduce, support, and sustain the use of lean, and other continuous process improvement methods to all 24 cabinet-level state agencies by the end of 2010, and to make them available to nearly 50 other state boards and commissions. To date, 22 state agencies, and 16 boards and commissions have been involved at some level in adopting these tools and methods.

To register for this webinar
1. Please visit: https://asq.webex.com/asq/j.php?ED=94468657&RG=1&UID=0&RT=MiM3
2. Click on the button "Register" to find the registration form. 

After registering you will receive a confirmation email containing information about joining the Webinar.
 
System Requirements
PC-based attendees
Required: Windows® 2000, XP Home, XP Pro, 2003 Server, Vista
 
Macintosh®-based attendees
Required: Mac OS® X 10.4 (Tiger®) or newer

Ottawa's premier learning and networking event for public sector excellence

2010 Event Theme: "Service Excellence"

What is the Fair?  This year's event is a full day of high-energy panel discussions and professional learning sessions.  Opportunities abound to network with public sector peers & celebrate quality successes.

Who will be there?  Public sector executives, managers and employees at the Municipal, Provincial/Territorial and Federal levels, including healthcare and education, engaged in or interested in organizational excellence.

Highlights:

Cassie Doyle, Deputy Minister, Natural Resources - Opening Keynote
 Chief Vern White, Ottawa Police -  Panel member - The People side of Service Excellence
 Two sets of three workshops on Service Excellence expand your Quality toolbox
 Explore best practices at Supporter and Partner booths
 CPSQA-NQI Joint Public Sector Excellence Lifetime Achievement Award to Brian Marson, Treasury Board Secretariat & Art Daniels, former Assistant Deputy Minister in the Ontario Government.
To visit co-hosts websites, please go to: www.cpsqa.ca and www.nqi.ca

The conference will provide insight into international regulatory best practices and the various tools and techniques available to move towards a system of more efficient and effective results based regulation. It will also focus on the effective use of a single-window approach for business registration with other levels of government. Participants come away from the conference with practical, usable tools, knowledge, and best-practice examples that can be applied immediately in their own organizations.

Our Goal: To provide participants with the knowledge and tools necessary to create a regulatory system that is more transparent, customer focused and results based.

The Province of Ontario, AMCTO and the Association of Municipalities of Ontario have partnered to develop Local Government Week, to celebrate the key role that Ontario local governments play in helping to define the character, priorities, amenities and physical make-up of communities.

As Canada's Government Technology Event, GTEC brings together leading public and private sector experts to collaborate on serving citizens better through innovation and technology. Our conference, exhibition and Distinction Awards program celebrates best of breed technology, and best practice leadership in Canadian and international government.

TELUS is proud to present its inaugural Customer Experience Management (CEM) Virtual Conference - Interactions 2009. It's the only Customer Experience conference you need to attend this year - and you don't need to travel!

TELUS will bring together experts, analysts, and consultants to share their insights and best practices for creating high performance customer interactions and experiences. Engage with fellow attendees in the networking lounge, visit the online exhibit hall and connect with vendors, see demos, and download the most relevant tools and research to your virtual briefcase.  Registration is FREE!

PRESENTERS: Guy Gordon, Executive Director, ICCS, and Michal Dziong, Research Assistant, ICCS

The Institute for Citizen-Centred Service would like to invite you to participate in a webinar on the Common Measurements Tool (CMT) and Benchmarking. The webinar will cover a range of topics related to the CMT and will be accessible to those with limited or no prior familiarity with the instrument. However, it will also address issues that will be of interest to experienced CMT users. Covered topics will include:

             CMT Question Bank and implementation

             Examples of CMT use

             Benefits of using the CMT

             CMT benchmarking

             New and enhanced CMT Benchmarking Report

ICCS’ staff will deliver the presentation which will be followed by a Q&A session during which the attendees will be able to ask questions pertaining to any aspect of the CMT and the ICCS’ Benchmarking Service.

We are pleased to announce that the annual World Congress on the Management of e-Business conference organized by McMaster University’s eBusiness Research Centre (MeRC) and the annual Privacy, Security and Trust conference (PST) organized by the University of New Brunswick (UNB) in cooperation with the National Research Council of Canada Institute for Information Technology (NRC-IIT) are coming together in 2009 to host a joint conference August 25-27, 2009, in Saint John, New Brunswick, Canada. This joint event will operate as the 2009 World Congress on Privacy, Security, Trust and the Management of e-Business. We will publish joint proceedings in cooperation with IEEE under this name. 

 This year, the conference theme is Turnarounds: Transformations in Government and Society, so don’t miss out! You will learn how the objects of turnarounds can be identified; what conditions must exist for successful turnarounds; what type of leadership is required to achieve a turnaround; and what we can learn from salient examples of successful and unsuccessful turnarounds. Come be a part of the transformation of public service!

There will be well known speakers from a variety of jurisdictions, policy fields and sectors of society. An exciting social program will allow conference participants to kick up their heels and enjoy Maritime hospitality at its finest.

Congress theme: Focus on Future: Quality, Innovation and Social Responsibility. You are invited to come and share your successes and challenges in managing quality. Learn, collaborate and discuss best practices and new pedagogies while exploring new initiatives and research done around the world in improving every thing that people do.

• The Honourable Pamela Wallin, O.C., S.O.M., Journalist, Diplomat, Business Woman, Senator - on our evolving relationship with the United States.
• Don Drummond, Senior Vice President and Chief Economist, TD Bank Financial Group.

PRESENTER: Nick A. Shepherd, EduVision Inc., Consulting and Professional Development

The Institute for Citizen-Centred Service (ICCS) would like to invite Public Sector Service Delivery managers and supervisors to the Public Sector Service Fundamentals and Advanced Fundamentals course offerings on June 1st and 3rd 2009.

Note: Please access our registration page! Availability is limited, and if you register by May 20th, you will get a reduced fee!

Public sector organisations hold more information now than ever before, from paper archives, electronic records, maps, birth, death and marriage certificates, through to social care records and reports of child abuse. But how is this information used and how can it be joined up to create a full picture about public sector performance, service delivery and citizens themselves?

This conference addresses the need to consolidate information in order to realise benefits in terms of service delivery, efficiency savings, customer service and partnership working. The day will focus on the areas where handling public sector information is key, including; Information management, integrating geographic information, implementing electronic document and records management and bringing them together to create business intelligence to measure performance and allocate resources.

Wednesday, December 3, 2008, 12:00pm to 1:00pm EST

PRESENTER: Jonathan Walters, Staff Correspondent, Governing Magazine

Both Christine Gregoire, Governor of the State of Washington, and Martin O’Malley, Governor of the State of Maryland, have, in recent years, initiated a state-wide performance management system, based on the "Citistat" model started many years ago in the City of New York. However, this is only two state Governors out of fifty! Are we destined to such a small number of such leaders who are willing to make this commitment? Is it good for management or good for politics or both? This webinar will continue this discussion from Jonathan’s October 2008 article in Governing and from the 2008 Governing conference in Austin, Texas. Tune in to find out why and how performance management is or is not working at the state level.

Note: There is no cost to register, however, all participants will be billed for long distance charges to link to the Citrix Online teleconference bridge

You will be dialing a "616" area code and your telephone service provider will bill you for your phone charges. Typically, rates are between .01 and .04 cents per minute.

~Online event. Registration required, and free of charge.~

Join us for this free, interactive discussion outlining the findings and discoveries of a report about the "next wave of 311," generated by 25 government leaders and technology and service providers convened at Harvard.

The forum will be moderated by former Indianapolis Mayor Stephen Goldsmith, who is the Dan Paul Professor of Government at the Harvard Kennedy School. The panel includes:

Michael A. Sarasti, Manager, Strategic Customer Research & Development, Government Information Center, Miami-Dade County
Neil Evans, 311 Project Director, City of Toronto, Ontario
Joe Morrisroe, Deputy Commissioner & Executive Director: NYC 311 and NYC.gov
Gerard Gallant - General Manager, Public Service/311, Motorola
Zachary Tumin - Executive Director, HKS Leadership for a Networked World Program

For more information and to register for this event, please visit our event page at:

http://www.innovations.harvard.edu/spotlight.html?id=1561&preview=0

Also, when you register for the Government Innovators Network, we encourage you to sign up for our biweekly e-newsletter on emerging government innovations, Innovators Insights. Just be sure to check "yes" at the bottom of the registration page to subscribe to the newsletter. If you've already registered, simply log in to our site, and click "my profile" in the upper right-hand corner to update your subscriptions.

http://www.innovations.harvard.edu/register.html

What is GTEC?

GTEC 2008 has evolved over 15 years to become the most substantive public sector learning event of the year. It is the annual meeting place for federal, provincial, municipal, and regional leaders, from around the world, to share information, knowledge and professional experiences in serving citizens better with the use of information and communications technologies.

What is the role of the public service in the 21st century? How is this role both similar and different across national, regional and international borders? What does it mean to achieve public service excellence in the context of improving service delivery, fostering good governance and building institutional capability?

What is the Public Sector Quality Fair - PSQF?
The Public Sector Quality Fair is an annual event showcasing service quality excellence within Ontario in the federal, provincial, municipal and broader public sector.

Who is behind PSQF?
PSQF is the major annual event of the Public Sector Quality Council in Ontario. The Council is a public sector network that promotes awareness and application of quality principles and practices in public services within Ontario. PSQF participants are from the public sector, not-for-profit organizations and private sector companies.

Showcase Ontario 2007 was a resounding success with a marked increase in education hours and a record number of attendees. Building upon that success, the Showcase Ontario Team has begun planning for this years conference which marks a significant milestone in the programs history; our 10th anniversary. We are extremely proud that our program continues to provide quality and cost-effective education opportunities, open to all public servants across the province and we are dedicated to working hard to ensure the conference becomes bigger and better with each passing year.

Houston Texas
May 8, 2008

Leaders of government service organizations attempting to apply Lean Six Sigma often find their task complicated by tools intended for manufacturing that fail to address the special characteristics of services. However, an increasing number of public sector organizations have applied Lean Six Sigma to their operations, yielding remarkable results.

This Leadership Dialogue will be an enlightening learning event that will extend and expand your thoughts and ideas on how well the public sector is performing compared to our counter parts in the global, Fortune 500 business community and the not-for-profit sector.

We're all involved with products related to health. We expect our government to assure safe food, drugs, and medical devices. Who is responsible, and how do they do it?

The American Society for Quality has three divisions involved with these questions, the Government Division, the Biomedical Division, and the Food, Drug, and Cosmetic Division. These divisions have joined forces to bring you a program that extends from policy to practical tips involving regulators and regulations.
This is a two-day conference from March 27 to March 28, 2008 at the Hilton Old Town Alexandria, Alexandria, VA.  March 29 is the first day of the Cherry Blossom Festival in Washington, DC, so book early using the link: http://tinyurl.com/2ovoyh

Go to the Government http://www.asq.org/gov/,
Biomedical http://www.asq.org/biomed/, or
FD&C http://www.asq.org/fdc/ websites for information

or contact David Manalan, Dmanalan@alum.MIT.edu 978-266-1220

The Transforming Government ... better OUTCOMES for citizens ...Atlantic Canada conference is being held on June 18th-19th, 2007 in Halifax, Nova Scotia. Saint Mary’s University is the venue for this important two-day forum.

Why Attend?
Conference Objectives:

• Attain harmonization, interoperability and integration
• Inspire all orders of government Communicate a vision for government transformation
• Identify what governments have achieved towards transformation
• Provide a Blueprint, Agenda and Tools for better Outcomes for Citizens
• Identify ways for governments to strive for significant transformational breakthroughs in effectiveness so as to work better and also, even more importantly, to better work together
• Educate state-of-the-art, non-proprietary (i.e. public domain) best practices, blueprints, tools and techniques in public sector business design.

Who Should Attend?

• Practitioners of public sector architect disciplines
• Citizen Service Management, Policy, Human Resource and Program Community
• CIO’s, Business and Technology Professionals
• Representation from all government orders, provincial, municipal, regional, aboriginal and federal orders of governments

This sixth annual gathering of our Community of Practice promises to be the greatest yet, with an exciting program of in-depth learning sessions for help desks, call centers, web portals, and other customer touch points at all levels of Government. We'll recognize the 2007 winners of the Government Customer Support Excellence Awards in a very special ceremony and hear case studies in support excellence from last year's winners. Plan now to join us and learn from the best and brightest about serving Government's evolving customers in the 21st Century.

The National Capital Region's Chapter of the Institute of Public Administration of Canada and the Canada School of Public Service are pleased to present:

IPAC VANIER MEDALIST SPECIAL EVENT:

“The Future of the Public Service” with Dr. Ralph Heintzman (2006 IPAC Vanier Medalist)

An event to celebrate Dr. Ralph Heintzman’s receipt of the IPAC Vanier Medal Award and discuss the future of the Public Service.

5:30 – 6:30 - Reception and cash bar
6:30 – 7:15 - Dinner
7:15 - 8:30 - Presentation and Discussion

Location:
Canada School of Public Service
Collaboration Lounge
373 Sussex Street, (entrance from St. Andrews Street)
Ottawa

Cost:
$25 for IPAC members and students
$35 for non-members

Course Highlights

• Find out the latest customer self-service tools in a case study by Desjardins Financial Security
• Learn about the latest trends in the self-service industry and how to equip your organization
• Discover how to design an easy to navigate system
• Learn how to best merge assisted and self-service options for maximum satisfaction
• Explore tools for effectively marketing your self-service initiative to even the most hesitant of customers
• Find out how to implement a system of continuous improvement

Participating Organizations

• ATG
• Desjardins Financial Security
• Help Desk Institute
• Nü Echo
• Onico Solutions
• Pulse Voice Inc.
• Upstream Works

You are invited for two days of non-stop, stimulating, informative and dynamic dialogue, at the Transforming Government: Better Outcomes for Citizens conference, December 7-8 at Carleton University.

With an optional extra day of workshops - December 6, this conference will have a long-term impact on how you view public sector services, business transformation and practical approaches you can use to help realize the Government’s vision.   

Richard Burk, Chief Architect of the U.S. Government will focus on the ‘business’ of government.  Ken Cochrane, CIO, TBS will introduce you to the next generation of public service delivery.  Dean David Cray, Sprott Business School, Carleton University will open your mind to the thinking of the next generation of public sector professionals.  Phil Mangano, U.S. Senate Appointee for the Homeless will inspire you as he describes how U.S. cities mobilize as one to address a national problem.  Jeff Kaplan from Harvard University, Ian Kerr from the University of Ottawa, and Gerry Grant, Carleton University will join innovative Canadian public sector presenters at this important conference.   

The Ottawa conference in December at Carleton University is part of a cross-Canada, multi-jurisdictional ‘better outcomes for Citizens’ series of conferences held in Victoria, Edmonton, Ottawa and Halifax that promote a theme of common solutions to common problems.   

Learn how to transform your service delivery with shared services.

The potential benefits of shared services in the public sector are now widely accepted. The key challenge for many is to plan and execute effectively for long-term shared services success. Experts describe the implementation of shared services as a transformation – one that requires an in-depth understanding of the broad reaching changes required to ensure that costs are reduced, processes are improved, and that the entire process results in comparable or superior service delivery.

Public Sector Shared Services 2006: Transforming Service Delivery, Wednesday November 15 and Thursday November 16, 2006, at the Crowne Plaza Hotel, Ottawa, will help you and your team identify and manage the critical elements for a successful service delivery transformation with shared services.

Gain shared services insights from the experts.

Last year's event provided a practical forum for over 150 senior executives to network, discuss their challenges, and increase their understanding of the latest shared services best practices.

Building on the knowledge gained from Conference Board research, the conference will address today's most pressing shared services issues, including:

• Gaining and sustaining the support of senior leadership
• Managing the complex change that shared services implementation involves
• Developing an integrated and effective communication strategy to support the transformation
• Linking shared services with transformations in external service delivery
• Managing the people side of the transformation to shared services

The 2005 Shared Services Conference delegate list included participants from a broad range of organizations. Don't miss this opportunity to explore the latest innovations and learn from the experts and your peers.

Register now and save! Register today and save $100 with our special early-bird savings. Please quote priority code E2 when registering.

Shared Services requires a team effort – bring your colleagues and save!

Call 1-800-267-0666 today, and ask about our Four-for-the-price-of-three Team Offer!

To find out more about The Conference Board of Canada and its research, performance, and conference programs, visit our website at www.conferenceboard.ca.

The Citizen-Centred Service: better outcomes for citizens conference will promote British Columbia's Citizen-Centred approach to Service Delivery, a high level strategy focused on improving the quality of the experience citizens have when accessing government information and services.

The conference objectives and goals are:

• Bring key stakeholders together in one forum to build relationships and to advance the collaborative service transformation agenda for British Columbia
• To showcase leading examples in service delivery transformation from British Columbia and across the country
• To bring together leading experts in citizen centred service delivery to inspire continuous improvement in service delivery and establish British Columbia as a North American leader in this field
• Communicate and share information and lessons learned in an effort to raise awareness and obtain further engagement around the service transformation agenda.

The Public Sector Quality Fair (PSQF) 2006 is celebrating its ninth year of recognizing service excellence in the public sector.

Join us on October 25th, during Canada's Quality Month, and learn about many exceptional quality achievements in the health, education, municipal, provincial and federal sectors.

This year, recognition by the PSQF will be based on an assessment of your organization's quality initiative against the Canadian Quality Criteria for the Public Sector. Each of the seven sections of this model is mutually supportive and lead to improved business performance as demonstrated by organizational achievement. Your organization will be eligible for a Gold, Silver or Bronze award, based on demonstrated linkages between NQI Criteria's Principles for Excellence.

Throughout the Commonwealth, governments are becoming more accountable to their citizens. In a global environment, citizens expect ever-increasing quality and quantity of public services, managed and delivered as effectively and efficiently as possible.

Only a demonstrably capable public sector can rise to the challenge of service excellence and satisfied citizenry. How do we, as public sector managers, ensure that we are on the right track? How do we identify and develop the capacities required?

The underlying themes of the CAPAM 2006 Biennial Conference are that a capable public sector:

• Is founded on the principles of good governance;
• Learns from past experience, manages risk and capitalizes on opportunities; and,
• Delivers quality services across a range of sectors, even in situations of crisis.

These themes are explored in depth over a period of three days through sessions that will enable participants to explore the prerequisites - human and structural - required for good governance; share lessons from the past, explore current and emerging directions in public sector management; and, discuss the practicalities of service delivery in a context of crisis and long-term social goals.

Canada’s unique, multifaceted learning and networking event for public sector IT professionals. GTEC Week showcases leading edge expertise and technology solutions that are driving government online solutions across Canada, and around the world.

Year after year, Showcase Ontario succeeds in attracting thousands of the brightest public sector professionals, creating an electric environment on the show floor and throughout the Metro Toronto Convention Centre. Delegates come together to exchange ideas and network with their counterparts across organizational boundaries and jurisdictions.

We pack the theatres with engaging and entertaining keynote speakers, offer plenty of learning opportunities and continually strive to surpass attendance records.

In Search of Democracy, the theme for the 2006 IPAC Annual Conference, explores the key role the public service plays in sustaining democratic values in society. In a free society, ‘democracy’ colours every action and choice in the public service and the public servant is thrust into the role of democratic conscience to our public community. This role may be either conscious or unconscious; the purpose of this conference is to identify and explore the many facets of democracy as they exist both within the public service and between the public service and society. The public servants’ responsibility for protecting and promoting democracy, an essential component of citizen well-being, must be based on understanding, discussion, and debates - the very essences of democracy. There are currently numerous threats to democracy from many quarters; these make it all the more crucial that democracy is consciously understood and defended in our public service.

This fifth annual gathering of our Community promises to be the greatest yet, with an exciting program of in-depth learning sessions for help desks, call centers, web portals, and other customer touch points at all levels of Government.  We'll also recognize the 2006 winners of the Government Customer Support Excellence Awards in a very special ceremony, and hear case studies in support excellence from last year's winners. Plan now to join us and learn from the best and brightest about serving Government's diverse customers in the 21st Century.

The Integrated Service Delivery Seminar will be organized by the Commonwealth Association for Public Administration and Management (CAPAM) and the International Development Department (IDD) of the School of Public Policy at the University of Birmingham.

Themes will include, inter alia:
- Country experiences and issues in service delivery
- Understanding the problems and context of service delivery
- Citizen-focused service delivery
- Creating the service quality culture
- Voice, responsiveness and accountability in service delivery
- Non-state providers of basic service delivery
- Public-private partnerships for service delivery
- Decentralization and service delivery
- E-Government and service delivery
- Financing public service delivery
- Monitoring and assessing performance in service delivery

Click here for a draft programme.

Roundtable discussion on Citizen-Centred Federalism: Citizen-Centred Services.
Presenters: David Roberts, General Manager, Business, Marketing and Sales, Service New Brunswick; and Barbara Slater, Assistant Commissioner, Assessment and Benefits Services Branch, Canada Revenue Agency

Crossing Boundaries National Council Meeting
Edmonton, Alberta
May 5th, 2006
9:00 am - 4:00 pm
Delta Suites Hotel

February 13 - Survey Design: This intermediate level survey research course will build your capacity to plan and manage surveys. By the end of this workshop you should have a practical and comprehensive understanding of the overall survey process.

February 14 - Performance Measurement for Improved Results: Performance measurement enables organizations to define and use specific indicators to continually meaure how well services or programs are leading to the desired results. This workshop provides a step-by-step approach to developing a system for measuring program outcomes and using the results.

Measuring and Managing Citizen Satisfaction: Enabling Your Organization's Service Improvement Strategy.

Please click here to download presentations from CMT Day.

This 8th annual event has M.P. John Williams, Chair, Standing Committee on Public Accounts as the Chair and features a presentation from the RCMP as well as five case studies from federal and provincial government departments on the program presenting on critical topics such as:

• Effectively Communicating your Performance Measurements Results
• Saving Time and Money Utilizing Strategic Priority Working Groups
• Effectively Developing and Implementing a Results Based Management and Accountability Framework [RMAF]
• Defining Appropriate Performance Reporting in the Public Sector
  Measuring the Performance of e-Government Initiatives
• Workshops on 'Supporting Results Management With IT' and 'Performance Indicators for the Public Sector'

The Public Sector Quality Fair ( PSQF) 2005 is celebrating its eighth year of recognizing service excellence in the public sector. Learn about many exceptional quality achievements in the health, education, municipal, provincial and federal sectors.

For an archive of seminar materials, click here.

For an archive of seminar materials, click here.

PSQF 2004 is celebrating its seventh year of recognizing service excellence in the public sector.

Defining, Implementing and Measuring the Right KPIs to Propel Your Corporate Strategy, Drive Service Delivery and Achieve Quality Outcomes

Answering the Call for Improved Customer Service

Measuring and Managing Citizen Satisfaction:
Enabling Your Organization's Service Improvement Strategy
Institute for Citizen-Centred Service
Toronto, Ontario
June 2-3, 2004

Supported and jointly developed by all levels of Government, this event is designed to provide you the information and tools you need to measure citizen satisfaction and use the results of your efforts to enable your service improvement strategy.

For an archive of conference materials, click here.

Public Sector Benchmarking - A Leadership Dialogue
Institute for Citizen-Centred Service
Toronto, Ontario
May 27th, 2004

The American Society for Quality (ASQ) and the ICCS co-sponsored a Leadership Dialogue on Benchmarking Service Performance Excellence.  The seminar provided an opportunity for leaders from Canada, the United States, and the United Kingdom to spend a day sharing experiences and identifying opportunities to work together.

For an archive of conference materials, click here.

Lac Carling 2004
The Lac Carling Congress brings together officials from all three levels of government and the private sector for a three-day exchange of news and views on topics related to technology and government.  This year's theme was  "Working Together to Transform Public Services and their Delivery."

IT World Canada
Saint-Saveur, Quebec
May 16-18, 2004

For an archive of conference materials, click here

For an archive of conference materials, click here.

For an archive of conference materials, click here.

The Balancing Act: Governance, Innovation and the Public Good
Institute of Public Administration of Canada (IPAC)
Toronto, Ontario
August 24-27, 2003

For an archive of conference materials, click here.

Lac Carling VII
IT World Canada
Saint-Sauver, Quebec
May 25-27, 2003

For an archive of conference materials, click here.

Integrating Government Service Channels
Institute for Citizen-Centred Service
Ottawa, Ontario
February 11-12, 2003

For an archive of conference materials, click here.

Improving Public-Sector Service Delivery through Inter-jurisdictional Collaboration
Public Sector Service Delivery Council and Public Sector CIO Council
Dalvay-by-the-Sea, Prince Edward Island
September 23-25, 2002

Lac Carling VI
IT World Canada
Saint-Sauver, Quebec
May 26-28, 2002

New Frontiers and Best Practices in Citizen-Centred Service
Institute for Citizen-Centred Service
Toronto, Ontario
November 14, 2001

For an archive of conference materials, click here.

The Challenges of Multi-Channel Service Delivery
Public Sector Service Delivery Council
Quebec City, Quebec
December 3, 2001

Improving Government Service Delivery through Single-Window Initiatives
Public Sector Service Delivery Council
Toronto, Ontario
May 13-14, 2001

For an archive of conference materials, click here.

Improving Government Service through Service Clustering
Public Sector Service Delivery Council
Halifax, Nova Scotia
December 6, 2000

For an archive of conference materials, click here.