Pursuing excellence in public-sector service delivery

ICCS is the leading centre of expertise to advance citizen-centred service delivery in the public sector. We champion public sector service excellence by promoting and facilitating inter-jurisdictional collaboration.

Details About ICCS


Discover new and effective ways to harness public input and assist others in obtaining actionable insights to improve service delivery.

Citizens First 7

Detailed 2014 data on key trends client satisfaction in the delivery of government services to citizens.

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Taking Care of Business 5

Building on the previous waves of the research, Taking Care of Business 5 examines how businesses in Canada experience government services.

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More Research

Access other research reports on important issues and trends government service delivery.

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Call for Participation: Citizens First 8

Canadian governments and public sector organizations at all levels are invited to participate in the next iteration of Citizens First, the pan-Canadian, inter-jurisdictional study designed to examine how Canadians perceive the quality of services offered by the public sector. Further details about this initiative can be found in the Citizens First 8 Prospectus.

The study is scheduled to be in the field this spring, with the results being available in the fall of 2017. Subscriptions will be accepted until April 7th.

If your jurisdiction or organization would like to participate, or if you would like to receive more information about the study, please contact the ICCS at info@iccs-isac.org.

Citizens First 8 Prospectus

Common Measurements Tool

An easy-to-use client satisfaction survey instrument that facilitates benchmarking across jurisdictions. Understand client expectations, assess satisfaction, and prioritize improvements.

About the CMT

The Common Measurements Tool is available through a renewable annual license.

CMT Details

Benchmarking Service

Receive a customized benchmarking report to quantitatively compare your organization against your peers.

Benchmarking Details

CMT Case Studies

Learn about successful CMT implementations across the globe including across the globe.

Success Stories


Increase your potential with our professional certification and learning programs designed by leaders in the Canadian service delivery community

2017 Call For Nominations

Submit a Nomination

Award Winner - 2016

Frank D’Onofrio