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The Institute for Citizen-Centred Service: Building a Canadian Centre of Expertise

The Institute for Citizen-Centred Service: Building a Canadian Centre of Expertise. Ralph Heintzman Assistant Secretary Service & Innovation Treasury Board of Canada Secretariat. Genesis of the Institute.

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The Institute for Citizen-Centred Service: Building a Canadian Centre of Expertise

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  1. The Institute for Citizen-Centred Service: Building a Canadian Centre of Expertise Ralph Heintzman Assistant Secretary Service & Innovation Treasury Board of Canada Secretariat RDIMS #70859

  2. Genesis of the Institute • In 1998, the award-winning Citizen Centred Service Network recommended that a national centre of expertise be established by the federal, provincial, territorial and municipal governments. • The 1998 and 2000 Citizens First Reports recommended the establishment of an Institute for Citizen Centred Service to support the whole public sector in improving service delivery to citizens.

  3. Genesis of the Institute (cont’d) • In 2000, IPAC agreed to a request from the Public Sector Service Delivery Council for assistance in creating and “incubating” the new Institute for Citizen Centred Service. • In May 2001, the Institute’s mission and mandate was approved by federal, provincial and territorial officials meeting in Toronto. • In the summer of 2000, the Institute’s first staff members (Nicholas Prychodko and Charles Vincent) were seconded from the Governments of Ontario and Canada to begin the Institute’s work.

  4. Mission of the Institute • “The mission of the ICCS is to promote high levels of citizen satisfaction with public-sector service delivery.” • The ICCS achieves its mission by: • Undertaking research to identify citizens' service needs and expectations; and • Assisting the public sector in identifying and applying innovative, best practice service solutions which support quality service across all channels and respond effectively to citizens' service needs.”

  5. Mandate of the Institute • To serve as a world-class centre of expertise and a champion for citizen-centred service across service channels and throughout the public sector. • To undertake research into citizens' expectations, satisfaction, and priorities for service improvement, and to be a repository for knowledge about citizens' and clients' attitudes towards public-sector service. • To measure and monitor the progress of the public sector in improving citizen satisfaction with public-sector service delivery, and develop the means to recognize excellence in citizen-centred service.

  6. Mandate of the Institute (cont.) • To be the custodian of the Common Measurements Tool (CMT) and electronic CMT in the public sector, and to provide a CMT data repository and benchmarking service for public-sector organizations. • To be a centre of expertise in e-government and electronic service delivery. • To become a centre for the development of publications, training modules and other management tools required by the public sector to promote the improvement of service delivery across the public sector.

  7. What are We Building? The ICCS is “Under Construction”

  8. ICCS Projects “Under Construction” • The ICCS Web Site (www.iccs-isac.org) • A repository for Common Measurements Tool data • A benchmarking service for public sector organizations • Publications providing for public managers • Learning Events • Research projects such as: • Citizens First survey • Single window surveys • Telephony service surveys • Identification of best practices

  9. Publications under Development • ICCS Publications on Surveying Clients, and on Improving Client Satisfaction will be ready in the next few weeks.

  10. The ICCS: a collaborative project of governments across Canada working together for the public good • Many governments have contributed people, funding, and in-kind assistance to bring the Institute into existence. • IPAC is a valued partner of the sponsoring governments. • Special recognition goes to the Government of Ontario for helping to create both the vision and the reality of the new Institute.

  11. Program for Inaugural ICCS Learning Event • Opening Plenary: Andromache Karakatsanis, Government of Ontario • Break • Stream Plenary Sessions: • Citizen Access and Single Window Service • World Class Performance Through Results-Based Service Improvement • Lunch: Richard Barrington, UK Office of the e-Envoy • Breakout Sessions A: • Stream 1: Life Events, Single-Window Structures, or Integrated Service • Stream 2: Common Measurements Tool, Benchmarking and Business Planning, or Service Improvement through Measurement • Breakout Session B (repeat A) • Break • Closing Plenary: Mike Desmarais, SQM Group

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